Web Help Desk

Web Help Desk

IT asset and knowledge management

4.2/5 (105 Bewertungen)

Web Help Desk Übersicht

Web Help Desk by SolarWinds is a customizable help desk and IT asset management solution for businesses within industries such as education, healthcare, government, and more. It offers features for managing IT assets, IT services, knowledge, remote support, SLA, time and billing, workflows, and more. Suitable for all business sizes, from SMBs to large enterprises, Web Help Desk is customizable and can be adapted to the needs of all business types in order to aid with knowledge management and customer issue resolution.

Businesses can utilize the service management features within Web Help Desk to resolve service desk issues, track tickets, automatically route tickets to the relevant employees, escalate issues, receive SLA alerts, and more. Best practices can be documented and implemented though an an ITIL (information technology infrastructure library) and team members can use this information to resolve issues faster. Businesses are also able to give customers self service abilities by creating and maintaining an extensive knowledge base including self help articles, FAQs, video tutorials, and more.

Preis

Beginnt ab
575,00 €
Preisoptionen
Kostenlose Testversion
Einmalige Lizenz
Abonnement
Preis-Leistungs-Verhältnis

Geräte

Unternehmensgröße

K
M
G

Märkte

Asien, Australien, Brasilien, Kanada, China und 5 weitere , Europa, Deutschland, Indien, Japan, Lateinamerika

Unterstützte Sprachen

Englisch

Web Help Desk Bewertungen

Gesamtbewertung
4.2/5
83% Positive Bewertungen
39
Ausgezeichnet
48
Sehr gut
15
Durchschnitt
2
Gering
1
Schlecht
Michael H.
Mit Google übersetzen

Effective but interface is dated

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 11.5.2017
Quelle der Bewertung: Capterra

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

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

7.0/10
Dan D.
Mit Google übersetzen

Good but a bit outdated

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 10.5.2017
Quelle der Bewertung: Capterra

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

6.0/10
Sergey M.
Mit Google übersetzen

Make your end user support structured

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 13.2.2019
Quelle der Bewertung: Capterra

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

10.0/10
Kory M.
Mit Google übersetzen

Great Product! Does More Than Expected / Necessary

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 9.5.2017
Quelle der Bewertung: Capterra

Vorteile

SolarWinds is great for being a helpdesk ticketing system which is what we purchased it for, however, it does much more than that! It is a very useful tool for inventory, as well as purchase orders, and other items. It definitely has more features than we expected and we've been slowly incorporating more and more of these as we've used the product. I like the ability to add custom fields, a lot of products you are stuck with how they are configured out of the box, SolarWinds is definitely not that product.

Nachteile

The only real downside to SolarWinds has been the fact that some of the more advanced things such as Single Sign On (SSO) / ADFS were not very user friendly to configure, but we have successfully done it, and it does work quite well. The only other issue we have had is some off / on issues where if we reboot the server we have it hosted on, it will go back to being a trial license, but a simple call to Customer Support and the issue is resolved.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Carsten M.
Mit Google übersetzen

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

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 10.5.2017
Quelle der Bewertung: Capterra

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 .

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote

8.0/10

Web Help Desk Preis

Beginnt ab
575,00 €
Preisoptionen
Kostenlose Testversion
Einmalige Lizenz
Abonnement
Preis-Leistungs-Verhältnis

SolarWinds Web Help Desk is priced per technician, starting from €575/seat (for 1 to 5 licenses)

Web Help Desk Funktionen

  • API
  • Aktivitäts-Dashboard
  • Workflow-Management

  • Aktivitäts-Verfolgung
  • Anwendungsintegration
  • Automatische Benachrichtigungen
  • Berichterstattung und Statistik
  • Daten-Import / -Export
  • Drag-and-Drop-Oberfläche
  • Echtzeit-Berichterstattung
  • Echtzeit-Daten
  • Echtzeitüberwachung
  • Integration von Dritten
  • Prognosen
  • SSL-Sicherheit
  • Warnungen / Eskalation
  • Werkzeuge zur Zusammenarbeit
  • Wirtschaftsprüfung
  • Zugriffskontrolle
  • Überwachung

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 €

Preismodell: Einmalige Lizenz, Abonnement

Kostenlose Testversion: Verfügbar

SolarWinds Web Help Desk is priced per technician, starting from €575/seat (for 1 to 5 licenses)

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:

Großunternehmen, Mittlere Unternehmen, Kleine Unternehmen

F: Welche Sprachen werden von Web Help Desk unterstützt?

Web Help Desk unterstützt die folgenden Sprachen:

Englisch

F. Welche Preispläne bietet Web Help Desk an?

Web Help Desk hat folgende Preismodelle:

Einmalige Lizenz, Abonnement

F. Unterstützt Web Help Desk mobile Geräte?

Web Help Desk unterstützt die folgenden Geräte:

iPhone, iPad

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:

Wissensdatenbank, Online-Support, Telefon-Support, Video-Anleitungen