
Über Web Help Desk
Web Help Desk von SolarWinds ist eine anpassbare Helpdesk- und IT-Asset-Management-Lösung für Unternehmen in Branchen wie Bildung, Gesundheitswesen, Behörden und mehr. Das Tool bietet Funktionen für die Verwaltung von IT-Assets, IT-Services, Wissen, Remote-Support, SLA, Zeit und Abrechnung, Workflows und mehr. Der Web Help Desk eignet sich für alle Unternehmensgrößen, von KMU bis hin zu großen Unternehmen und kann an die Bedürfnisse aller Geschäftsarten angepasst werden, um das Wissensmanagement und die Lösung von Kundenproblemen zu unterstützen.
Unternehmen können die Service-Management-Funktionen im Web Help Desk nutzen, um Servicedesk-Probleme zu lösen, Tickets zu verfolgen, Tickets automatisch an die relevanten Mitarbeitenden weiterzuleiten, Probleme zu eskalieren, SLA-Benachrichtigungen zu erhalten und vieles mehr. Best Practices können dokumentiert und implementiert werden, obwohl eine ITIL (Information Technology Infrastructure Library) und Teammitglieder diese Informationen verwenden können, um Probleme schneller zu lösen. Unternehmen sind auch in der Lage, Kunden Self-Service-Fähigkeiten zu bieten, indem sie eine umfangreiche Wissensbasis erstellen und verwalten, einschließlich Self-Help-Artikeln, FAQs, Video-Tutorials und mehr.
Preisoptionen ab:
575,00 €/einmalig
- Gratis Testen
- Einmalige Lizenz
- Kostenlose Version
Geräte
Unternehmensgröße
Märkte
Unterstützte Sprachen
Preisoptionen ab:
575,00 €/einmalig
- Gratis Testen
- Einmalige Lizenz
- Kostenlose Version
Bilder





Funktionen
Gesamtzahl der Funktionen von Web Help Desk: 44
- API
- Abrechnung & Rechnungsstellung
- Aktivitäts-Dashboard
- Aufgabenplanung
- Automatisiertes Routing
- Bedarfsmanagement
- Berichterstattung / Analyse
- Beschaffungsmanagement
- Bestandsverfolgung
- Compliance-Verfolgung
- Dashboard-Erstellung
- E-Mail-Management
- Hilfe Desk-Management
- IT-Asset-Management
- IT-Betriebsmittelverwaltung
- Inventarverwaltung
- Kapazitätsmanagement
- Kostennachverfolgung
- Kundenspezifisches Branding
- Lieferanten-Management
- Management von Dienstgütevereinbarungen (SLA)
- Multi-Channel-Kommunikation
- Problem-Management
- Projektmanagement
- Projektzeiterfassung
- Release-Management
- Remote-Zugriff/-Kontrolle
- Self-Service Portal
- Service-Katalog
- Störfallmanagement
- Supportticket-Management
- Ticket-Management
- Umfragen & Feedback
- Verfolgen von Support-Tickets
- Verfolgen von Vermögensanlagen
- Verfügbarkeit-Management
- Vermögensverwaltung
- Vertrags-/Lizenz-Management
- Veränderungsmanagement
- Warnungen / Eskalation
- Wirtschaftsprüfung-Management
- Wissensbasis-Management
- Workflow-Konfiguration
- Workflow-Management
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Nutzerbewertungen
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- Branche: Gastgewerbe
- Untern. Größe: 1.001-5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Make your end user support structured
Bewertet am 13.2.2019
Vorteile
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.
Nachteile
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.
- Branche: Informationstechnologie & -dienste
- Untern. Größe: 11-50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Effective but interface is dated
Bewertet am 11.5.2017
Vorteile
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.
Nachteile
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.
Antwort von SolarWinds
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
- Untern. Größe: 501-1.000 Mitarbeiter
- Weitere für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 3.0 /10
Our experience with WHD has been ok to underwhelming
Bewertet am 10.5.2017
It allows us to measure how busy our Help Desk group is, we can identify patterns more easily now...
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.
Vorteile
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.
Nachteile
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.
Antwort von SolarWinds
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.
- Branche: Telekommunikation
- Untern. Größe: 51-200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 6.0 /10
Good but a bit outdated
Bewertet am 10.5.2017
Being able to have a helpdesk software at a relatively cheap price. It's not perfect, but gets the...
Being able to have a helpdesk software at a relatively cheap price. It's not perfect, but gets the job done.
Vorteile
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.
Nachteile
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.
Antwort von SolarWinds
We thank you for this very honest feedback. We clearly have some room to improve, but we are working at it every day.
- Branche: Medizinische Geräte
- Untern. Größe: 11-50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Very good experience setting up a system from scratch, from sales to Customer Service.
Bewertet am 10.5.2017
Better customer service
Better customer service
Vorteile
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
Nachteile
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 .
Web Help Desk Häufig gestellte Fragen
Weiter unter folgen häufig gestellte Fragen über Web Help Desk.F. Welche Preispläne bietet Web Help Desk an?
Web Help Desk bietet folgende Kostenpläne an:
- Beginnt ab: 575,00 €/einmalig
- Preismodell: Einmalige Lizenz, Kostenlos
- Gratis Testen: Nicht verfügbar
F. Was sind die Hauptfunktionen von Web Help Desk?
Wir haben keine Informationen über die Funktionen von Web Help Desk
F. Wer sind die typischen Nutzer von Web Help Desk?
Web Help Desk hat die folgenden typischen Kunden:
Selbstständig, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+
F: Welche Sprachen werden von Web Help Desk unterstützt?
Web Help Desk unterstützt die folgenden Sprachen:
Englisch
F. Unterstützt Web Help Desk mobile Geräte?
Web Help Desk unterstützt die folgenden Geräte:
iPhone (mobil), iPad (mobil)
F. Mit welchen anderen Applikationen integriert Web Help Desk?
Wir haben keine Informationen darüber, welche Integrationen Web Help Desk hat
F. Welche Varianten der Kundenbetreuung bietet Web Help Desk an?
Web Help Desk bietet folgende Optionen für Kundensupport:
E-Mail/Helpdesk, Wissensdatenbank, Telefon-Support, 24/7 Live-Support, Chat
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