SolarWinds Web Help Desk
solarwinds.com/web-help-deskBuild Difficulty: 5/5
Build a working replacement in a weekend with AI tools
Affordable Help Desk Ticketing and Asset Management Software
How to Replace SolarWinds Web Help DeskOverview
Features
33 features across 12 categories
Asset Management(8)
Associate problem tickets with IT assets and track the history of asset service requests and complaints
Automate the process of asset discovery, tracking, and reporting of hardware and software assets
Software asset management helping optimize software investments by identifying software needs and managing assets throughout their lifecycle
Track hardware assets with detailed information including hostname, make, model, serial number, hard drive, and memory
Track IT inventory and purchase orders linked to hardware and software assets
Manage software asset inventory across purchase, deployment, maintenance, usage, and decommissioning phases
Assign assets to specific users and get a granular view of computer hardware and software inventory
Track warranty and lease end dates linked to problem tickets with automatic email inventory alerts on approaching expiration dates
Automation(5)
Automate approval workflows for change requests with customizable configurations
Automatically convert email requests into help desk tickets using IMAP, POP, and Exchange protocols
Create automated escalations for virtually any service ticket-related field with date-specific notifications via email, visual queuing, and technician routing
Automate ticket assignment, routing, and escalation to ensure the right technician receives the ticket at the right time
Create rules for automatic ticket routing and management across multiple departments
Change Management(2)
Assign Change Advisory Board and configure approval processes for change requests
Comprehensive IT change management with customizable tools to manage change, track tickets, and automate approval workflows
Configuration(2)
Customize tickets with color coding, text alerts, and efficient ticket sorting capabilities
Configure flexible service level agreements with varying priority levels and custom reminder intervals
Incident Management(2)
Simplify and automate incident management with parent-child relationships between incidents and problem tickets
Link related incident and problem tickets with automatic closure of child tickets when parent problem is resolved
Integration(5)
Seamless integration with Active Directory for accurate user management and SLA reporting
Integration with IT Operations Management tools to unify IT management and support with network, server, and application monitoring
Integration with LDAP for accurate user management and SLA reporting
Integration with Dameware Remote Support software for unified IT support and troubleshooting with one-click access
Native integration with SolarWinds network management and server monitoring software to convert node performance issues directly into service tickets
Knowledge Management(2)
Embed videos, attach files, and link knowledge base articles directly into tickets for faster resolution
Centralized knowledge base with self-service article display, video embedding, and file attachment capabilities
Notifications(1)
Send email and SMS text message alerts when tickets are unattended or unassigned
Reporting(2)
Monitor SLA tickets by status or technician performance with real-time team status updates
Monitor support with flexible and robust SLA configuration and management tailored to client needs
Self-Service(1)
Automatically display self-service knowledge base articles related to service requests to promote self-resolution and reduce inbound requests
Task Management(1)
Manage tasks including ticket assignment, routing, and escalation across the help desk team
Ticketing(2)
Central ticketing system interface for end users to log tickets and IT technicians to receive and manage tickets
Automate help desk ticketing management tasks including email-to-ticket conversion, ticket routing rules, and multi-department task management
Pricing
Web Help Desk Self-Hosted
- ✓Support unlimited end users
- ✓Automate ticketing management
- ✓Centralize knowledge management
- ✓Meet SLAs
Cost Calculator
Pricing data not available for SolarWinds Web Help Desk. Check their website for current pricing.
Build vs Buy
Should you build a SolarWinds Web Help Desk alternative or buy the subscription? Estimate based on 33 features.
Buy SolarWinds Web Help Desk
Better ValueBuild Your Own
Buying SolarWinds Web Help Desk saves ~$36,960 over 3 years vs building.
Estimates based on 33 features and a BuildScore of 5/5. Actual costs vary.
Integrations
10 known integrations