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¿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.

Web Help Desk Software - 1
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Web Help Desk

Web Help Desk

4,2 (120)
753,00 US$
una vez
Versión gratuita
Prueba gratuita
46
No se han encontrado integraciones
4,1 (120)
4,1 (120)
4,1 (120)
VS.
Precio inicial
Opciones de precios
Funcionalidades
Integraciones
Facilidad de uso
Relación calidad-precio
Atención al cliente
60,00 US$
mes
Versión gratuita
Prueba gratuita
113
50
4,2 (648)
4,3 (648)
4,3 (648)
Las barras de puntuación verdes muestran el producto ganador en función de la puntuación media y el número de opiniones.

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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
43%
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 5 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.

Caleb
HEAD OF AUDIT en Kenia
Seguros, 501-1.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

A software that gives the luxurious touch of commitment to clients. It shows concern.

5,0 hace 5 meses

Comentarios: Versatile software. I highly recommend. The ticketing system management is easy and has entered another phase of automation. I like the experience with Web Help Desk so far.

Puntos a favor:

Web Help Desk is quite affordable. I am happy for the software value for money. It gives instant results. Handling incoming multiple tasks can be overwhelming. This software helps me keep track of operations in real time. It is quite easy to customize for ease of use.

Puntos en contra:

This software is perfect. I basically find everything impressive and helpful. It is user-friendly too.

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 7 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 7 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.

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 el año pasado

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

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 7 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 7 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