¿Qué es Web Help Desk?

Con una interfaz web intuitiva y portal de centro de atención, el software Web Help Desk ofrece sencillez y automatización para agilizar la emisión de tickets de servicio técnico y la gestión de activos de TI. Aprovecha la base de conocimientos incorporada, el control de cambios de TI, las alertas de SLA, la creación de informes de rendimiento, las encuestas de clientes y más.

¿Quién usa Web Help Desk?

Administradores de TI, técnicos de centro de ayuda, técnicos de centro de atención, asistencia técnica.

Vídeo de Web Help Desk
Web Help Desk Software - 1 Web Help Desk Software - 2 Web Help Desk Software - 3

¿No estás seguro sobre Web Help Desk? Compara con una alternativa popular

Web Help Desk

4,2 (112)
Web Help Desk
No disponible en tu país
753,00 US$
una vez
Versión gratuita
Prueba gratuita
42
No se han encontrado integraciones
4,1 (112)
4,1 (112)
4,1 (112)
VS.
Precio inicial
Opciones de precios
Funcionalidades
Integraciones
Facilidad de uso
Relación calidad-precio
Atención al cliente
No se han encontrado precios
Versión gratuita
Prueba gratuita
108
19
4,5 (378)
4,5 (378)
4,5 (378)
¿Por qué estoy viendo esto?

Alternativas a Web Help Desk

Patrocinado
HaloITSM reúne todo lo necesario para asistencia de TI en una solución centralizada. Descubre más sobre HaloITSM
Administra fácilmente todas las actividades de tu mesa de ayuda con una solución informática de eficacia comprobada. Encontrarás todos los elementos esenciales que necesita en un solo panel. Descubre más sobre SysAid
JIRA Service Desk está calificado como el software de ITSM más popular y asequible. Descubre más sobre JIRA Service Management
Gestión de servicios de TI para organizaciones medianas.
Descarga el software gratuito de mesa de ayuda de TI para profesionales y administradores de sistemas de TI en todo el mundo en todas las empresas. Aplicaciones de asistencia y móviles también gratuitas.
EcholoN, un conjunto de software de gestión de servicios, representa una solución integral para servicio, asistencia y atención al cliente.
SummitAI helps enterprises dramatically reduce the cost and complexity of IT Management while improving efficiency and productivity.
C2 ATOM is a powerful online IT service management software, fully customizable to your operational performance enhancement needs.
USU IT Service Management is a modular, fully ITIL-compliant software suite. It offers everything IT organizsations need.
Alloy Navigator es una solución del mundo real diseñada para clientes del mundo real, construida por personas de TI del mundo real como tú.
La última generación de herramientas de automatización de servicios profesionales (PSA). Paquete completo de automatización de servicios profesionales para empresas de software y servicios.
Seguimiento integral de problemas del servicio de asistencia para el usuario final de TI y la asistencia al cliente.
BOSS Solutions Suite es una galardonada solución de ITSM totalmente integrada y disponible para instalación tanto local como en la nube.
Deepser es una solución ITSM desarrollada para optimizar la gestión de solicitudes de soporte, procesos organizativos y actividades.
A ticket management and RMM solution helps in productivity and control of IT assets for service providers and internal
Canfigure es una solución modular ITSM e ITAM (gestión de activos de TI, por sus siglas en inglés) basada en los principios de ITIL. Canfigure puede implementarse en la nube o de forma local.
Samanage en la solución ITSM que comprende lo que se necesita para administrar con éxito los activos de TI y no TI en toda tu organización.
Software de gestión de servicios con panel de KPI y alineado con ITIL que ayuda a supervisar la carga de trabajo de cada empleado y asignar tareas de manera eficiente.
Aplicación de gestión de servicios de TI de clase empresarial creada para organizaciones multinacionales enfocada en la integración y gestión de servicios.

Opiniones de Web Help Desk

Evaluación media

General
4,2
Facilidad de uso
4,1
Atención al cliente
4,1
Funcionalidades
3,9
Relación calidad-precio
4,1

Opiniones por tamaño de empresa (empleados)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Encontrar opiniones por puntuación

5
38%
4
44%
3
14%
2
3%
1
1%
Sergey
Sergey
Manager, Technology Infrastructure and Compliance en EE. UU.
Usuario de Linkedin verificado
Hostelería, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Make your end user support structured

5,0 hace 4 años

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.

Mohammad Naseer
IT manager en Afganistán
Relaciones gubernamentales, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Easy gor deployment and usage

5,0 hace 4 semanas Nuevo

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

Steve
Director of Business Systems en EE. UU.
, 501-1.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Our experience with WHD has been ok to underwhelming

3,0 hace 6 años

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.

Respuesta de SolarWinds

hace 6 años

We're sorry to hear of these difficulties you are having, but we are encouraged you plan to reach out to seek a resolution. We have a lot really talented people on our team that are willing and ready to help whenever you choose to tap us as a resource. As for you comments regarding providing instruction to your customers for common tasks involved in troubleshooting their issues, we have some advice. We suggest you create an FAQ to provide a set list of instructions to help with image capture and transfer to your help desk team. Alternatively, a solution like Dameware Remote Support from SolarWinds could lend a hand in the troubleshooting process, enabling your team to access an end-user's workstation and snap screenshots instead. The bonus is that it integrates with Web Help Desk. We hope this guidance is helpful. Looking forward to your outreach to address your other concerns.

Betsy
IT Support Services en EE. UU.
Educación superior, 501-1.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Chatham University's use of Web Help Desk

4,0 hace 4 meses

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.

Michael
Systems Administrator en EE. UU.
Tecnología y servicios de la información, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Effective but interface is dated

4,0 hace 6 años

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.

Respuesta de SolarWinds

hace 5 años

Thanks for the feedback Michael. We've got great news! Have you had a chance to check out the new UI that was unveiled with our v12.5.1 release? It has a sleek new look that we're excited to share. We are still working in the IOS application updates and they're currently at the top of our roadmap. You can learn more about what's next with Web Help Desk and suggest additional features for future iterations in our THWACK community. Join us here: https://thwack.solarwinds.com/community/tools_tht/web-help-desk