Opiniones de Web Help Desk

Make your end user support structured

Puntos a favor:

I started using this software 4 years ago. From a very first moment I could really see a difference from other products. I liked an ability to have multiple locations, with each location having multiple points of contacts. With that, I was able to set up routings of my tickets so they would always reach a correct IT person. This is very useful, when your business is spread through multiple timezones. Another feature that I really liked is LDAP authentication. This allowed me to restrict access to only authorized users, eliminating a possibility of phishing emails reaching the system.

Puntos en contra:

As the company grew, at some point my AD structure become very complex - multiple ADs not connected to each other. Unfortunately, at that point, I had to stop using this solution because it couldn't handle more that one AD efficiently.

Easy gor deployment and usage

Comentarios: We have a big organization with more than 60000 staff working and we use this software to recieve issues from customers and to solve it immediately

Puntos a favor:

Very easy to use and good managed system for daily tasks and solve th probelms of customers

Puntos en contra:

Its so easy yo use and deploy and i havnt found any missing to write it here

Our experience with WHD has been ok to underwhelming

Comentarios: It allows us to measure how busy our Help Desk group is, we can identify patterns more easily now helping us to resolve problem areas more quickly.

Puntos a favor:

It allows us to get statistics on our helpdesk calls. Our data center is able to create tickets automatically. It is a repository for all help calls that we did not have before so management can get an overall picture. We like that we can build custom reports and dashboards. Creating forms that can ask a user for data is helpful but we have not implemented any yet because it is cumbersome.

Puntos en contra:

The UI for the software is stuck in the 90s, very table oriented, Comments in the tickets have a lot of wasted space, we have to scroll constantly to see history. The table widths are not relative or resizable. Images are stored and provided to the user as links with generic names, half the time the link is a signature logo. Our users use screen shots in almost all of our tickets. Not being able to see the images without clicking on a link is painful. Also, we can not use the customizable forms because a user has to save their image to their local hard drive and then upload to the form. Many users don't have a clue how to do this so we have to use email. Because we have to use emails we get duplicate tickets because the software does not recognize a reply. Some of this is the lack of training for our users but if the UI was better we would send them directly to the website. We have compiled a list of questions and will be contacting SW to see if we are missing something in our configurations or if it is a lack of training. If we are not able to resolve most of these issues we will be looking for a different solution.

Effective but interface is dated

Puntos a favor:

It provides an effective customizable solution for IT help desk. We use this tool for internal and client ticketing. It allows you to configure email rules to allow for tickets to be created based off keywords. This makes it much easier for users to create tickets. We host ours in AWS and it has performed admirably. Customer service has always been easy to get a hold of and will work with you until a solution is discovered.

Puntos en contra:

The interface is dated. It has not received a refresh since we started using it three years ago. When you attempt to use it on a mobile device it looks like I am back on iOS 3. There have been many changes with HTML 5, CSS and JavaScript and I expect the tool to adopt these new changes to improve the UI.

Good but a bit outdated

Comentarios: Being able to have a helpdesk software at a relatively cheap price. It's not perfect, but gets the job done.

Puntos a favor:

It offers a lot given the price. You have a ticketing system, FAQs section, Reports that can be run on tickets / techs. You can also set up action rules that can automate tickets, for example reports being run. Integrates with AD. The layout is fairly intuitive and organizing tickets / categories / etc is easy.

Puntos en contra:

Some features are half baked. Assets / Parts isn't very intuitive to work with and creates more problems than it solves. For example it will produce multiple entries based on a wireless IP and wired IP and there is no way to force it to use a MAC address which would make a lot more sense. I would say there is a fairly steep learning curve if you really want to get into advanced features. I didn't even know a lot of them existed until about a year ago. Support is hit or miss.

Very good experience setting up a system from scratch, from sales to Customer Service.

Comentarios: Better customer service

Puntos a favor:

Software is very easy to setup, everything you need to get a support system up and running is there. Solarwinds Support is very prompt to respond to questions or issue that you may have. The reason I suggest Solarwinds Helpdesk was that I had been a user / admin on a system before. Thicket history is great, asset management is very good

Puntos en contra:

The report module and the part and billing feature is weak. Generating reports is not that intuitive and there is things that you cant get an report on. Parts and billing, missing pricing features and invoice / packing list options. Solarwinds is not so god at coming back to with feature request that you have submitted nor to let you know that bug have been fixed. There is to long between bug fixed / new releases is being released .

Has the features we need to make our support experience painless for our end users.

Comentarios: Time savings, and a good handle on what opportunities we have in our organization.

Puntos a favor:

The ease of use is what has sold me. I was able to customize the experience to my liking without to much effort. We are able to track the metrics that we desire and it helps our team have a clear sense of what needs to be accomplished in a given day. From the techs to the staff, it has been a great tool that has eliminated a lot of time waste that we used to have.

Puntos en contra:

Probably the biggest con that I would have is that there isn't a remote desktop client built in. Of course we are in an education environment, and cost is always an issue. We'd love to have the integration without the additional cost, but I realize that's not always an option.

Well put together help desk.

Comentarios: Maintain and track help desk tickets. Also enter in my own projects help keep me on task. Notes feature allows me to add any updates I have made or upload any new documents I may have.

Puntos a favor:

Easy to send messages back and forth from client and technician. Can then set reminders on tickets to ensure you do not over look a ticket. Has a FAQ section that allows you to record solutions to reoccurring problems or questions.

Puntos en contra:

If a ticket has been passed around a few times it is not easy to see who previously worked on the ticket. The information is displayed in the ticket history but this records everything and can become lengthy on a higher level ticket.

Chatham University's use of Web Help Desk

Comentarios: Overall, Web Help Desk was great to work with.
It was very user-friendly and had a lot of tools to get our everyday Help Desk job (ticket logging, working, resolution) done very efficiently.
We had a few issues customer-service-wise (not me personally, but co-workers had said they did), and the issue with duplicates in the asset tracking and management did end up creating problems.

Puntos a favor:

I liked the easy and multiple ways to find a ticket (open or closed). I liked having the options for searching and the advanced search options. I liked being able to add images and documents to each comment. I loved being able to go in and edit individual comments.

Puntos en contra:

We had the most problems with customer service and asset management.

Web Help Desk simply put saves your bacon...

Puntos a favor:

End to end is one of the best Help desk solutions i have used. I find the ticketing straight forward, the asset tracking awesome, the integration with AD and Solarwinds is great, it even does Knowledge base and surveys.

Puntos en contra:

I wish it did a better job with parent / child tickets. The calendar is kind of pointless. It needs to sync with the technicians Exchange calendar, and there is no customization of the admin interface for like a Skin, you can not for admin purposes change the Logo. The users side can be modified but not admin.

I operate as an administrator of the system as well as running a help desk team out of the system.

Comentarios: It does what it says on the box - helps us track issues and tickets.

Puntos a favor:

The pricing system is definitely a bonus when compared to other software solutions. You get a lot of bang for your buck. Out of the box it works fairly well, but we have a lot of specialized use cases that took more to implement. The administration features are fairly simplistic - could be good or bad depending on how you look at it, but as someone with minimal code/administration experience it's easy to jump right in and get what you need done. Bulk features is nice. Client and ticket history were a must for us as we have our HR team working out of this system in tandem with other teams.

Puntos en contra:

1. Lack of in depth customization. This extends to UI, ticket options, even the action rules are pretty railroaded in terms of what you can do. 2. Built in reporting isn't great. It also taxes the system from the user/technician side if you are running a large report (this is bad.) We ended up just throwing the SQL tables into Tableau to get any sort of granular information. 3. Systems other than the ticketing feature aren't fleshed out. Assets and FAQs both stink, even when compared to ticketing system.

This is licensed help desk software... just like every other licensed help desk software.

Comentarios: We changed/updated our inventory software to this software. The web interface allows multiple users to use the software simultaneously.

Puntos a favor:

WE mostly use the Tickets and the Assets portions of the software. I actually reference the Assets portion of this software the most. It helps me to evaluate the current and future needs of our end users. I can quickly search and find the hardware a user has; which allows me to determine what can be reallocated and to whom.

Puntos en contra:

The cost. We were looking at open source packages but the person that made the final decision decided to purchase this software.

Basic Helpdesk that needs a lot of work to be brought up to industry standards

Comentarios: Full ticketing system for the last 12 years.

Puntos a favor:

Basic ticketing works fine. Easy to use and solid once it's been properly setup. Like any product, setting up correctly from the start is needed.

Puntos en contra:

Vendor (Solarwinds) has not done any real updates or feature improvements since they purchased the product about 5 years ago. It is obvious they don't take this product serious.

Fast, Easy, effective

Comentarios: Asset management

Puntos a favor:

It is easy to see all tickets in the system, and who is working said tickets. Notes within the tickets are easy to add or edit, and the reporting is a great feature.

Puntos en contra:

It tends to hang in my browser at times, which requires a restart of the browser. This happens both in Internet Explorer 11, or Firefox.

Solarwinds Web Help Desk solved multiple issues in our stores

Comentarios: As the only main IT person in our company, I was riddled with requests for help through the email, phone and in person.
With the Solarwinds Web Help Desk, everything is ticketed, rated and responded to by urgency need. Also, when I contact support on our software programs, I can put the replies directly into the ticket and respond to the associate who wrote the ticket with up to date progress.

Puntos a favor:

Quick to set up. Easy to operate. All users have access to their tickets

Puntos en contra:

Reports are rough to use, however I have been able to understand them after a while.

Great all in one solution for NOC Management

Comentarios: Easy, centralized help desk and infrastructure management

Puntos a favor:

Integration across systems for a true live enviroment. We're able to pinpoint network usage or a downed node within seconds. Custom map utilization helps us view our environment as we see it.

Puntos en contra:

Sometimes setup isn't as straight forward, support has always been helpful though. We use this software 24/7 for our HelpDesk.

Very easy to setup

Comentarios: The price point is low which enables it feasable to K-12 education. This also is very seamless to setup and customer support is great.

Puntos a favor:

We love how easy it is to use for us and our staff. It is easy to keep track of reporting and to look up responses and past tickets.

Puntos en contra:

Asset Management is not the easiest to add assets into. Longer process to add them in individually.

Powerful Config Options

Puntos a favor:

The ability to sort tickets to different teams with ease. Web Help Desk makes our approval processes easier to manage and verify. Developers responded directly to forum requests.

Puntos en contra:

Limited to a single tab per user. If links are opened in multiple tabs issues will occur. Still has some limits with approval boards.

Great product

Comentarios: Helped us get away from email requests and the grab me in the hallway questions. We tell our staff to use this ticketing system.

Puntos a favor:

Ease of use, end user friendly. We haven't used the asset portion of it much bit would like to start using it soon. Rest of software is solid. The calendar view is nice to see the due dates for your tickets.

Puntos en contra:

For us it's fine, but a larger company may want some more customization options. There is not much I can think of not to like for our use.

Great Inventory and Ticketing System

Puntos a favor:

Super easy to navigate, and understand. Took me only a few days to understand fully how to get our ticketing system to work.

Puntos en contra:

Few bugs in the software, not sure if it's the version I'm on, but very little to complain about. Does exactly what you need, and then some.

simply works as expected!

Comentarios: Ease of use and time savings are the biggest thing. as previously stated, it just works!

Puntos a favor:

Customizable. We have been able to transform our instance in to much more than expected that just a typical helpdesk. it has aided in process flow by applying approval processes as well.

Solid Helpdesk/Service Desk ITSM tool with all the features you would expect

Puntos a favor:

Customizable to fit nearly all needs for a modern IT department with a need to track incidents, requests, and problems.

Puntos en contra:

There are times when I wish the reporting functions were better. There are limitations to what you can report and dashboards. Wish there was an ability to make custom fields visible or hidden dynamically based upon selection of other custom fields on the ticket submission forms.

Webhelpdesk has really taken our ticket and tracking system to a whole new level!

Puntos a favor:

Ease of use, ability to email in tickets, large amount of features, also works with office 365 which is a plus!

Puntos en contra:

It can be laggy at times, based on it being built in java. Wish you could archive tickets so it would help keep system clean.

WebHelpDesk has provided us a simplified yet powerful ticketing system to streamline our workflow.

Comentarios: We were looking for a replacement solution to streamline our workflow and provide a better client experience for our clients. WebHelpDesk was able to do all of these things at a significantly lower cost and with better support than our previous solution.

Puntos a favor:

Ease of implementation and use User friendly UI Easy to create dashboards for management Incredibly easy to manage

Puntos en contra:

Lacks some more advanced features that larger solutions have but nothing I find I miss; it certainly makes up for this in simplicity and cost.

Great helpdesk

Puntos a favor:

Reporting is phenomenal when compared to other packages.

Puntos en contra:

The SSL setup can be a bit complicated due to it being based off of JKS.