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Solarwinds Helpdesk manage all end-user trouble tickets and track service request lifecycle, from ticket creation to resolution, from one centralized help desk management web interface.
Category
Help Desk Software Free
Features
• Ticket management
• Incident and problem management
• SLA management
• Help Desk performance reporting
• AD and LADP synchronization and account management
• Built-in knowledge base
• Help desk task automation
• Automated IT asset discovery
• Asset-to-ticket association
• Change management and change approval process
• Customer survey for Help Desk feedback
• Purchase order and parts and billing management
• Integration with remote support and remote control software
License
Proprietary
Price
• Web Help Desk – starts at $695
• Limited Web Help Desk Free Edition – 100% free
Pricing
Subscription
Free Trial
Available
Users Size
Small (<50 employees), Medium (50 to 1000 employees), Enterprise (>1001 employees)
• Ticket management
• Incident and problem management
• SLA management
• Help Desk performance reporting
• AD and LADP synchronization and account management
• Built-in knowledge base
• Help desk task automation
• Automated IT asset discovery
PAT Rating™ ( Beta)
Editor Rating
Aggregated User Rating
Ease of use
9.4
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Features & Functionality
9.5
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Advanced Features
9.6
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Integration
9.5
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Performance
9.4
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Training
—
Customer Support
9.6
—
Implementation
—
Renew & Recommend
—
Bottom Line
Solarwinds Helpdesk is a helpdesk management web interface that centralizes the complete ticket lifecycle.
9.5
Editor Rating
—
Aggregated User Rating
You have rated this
Solarwinds Helpdesk is a helpdesk management web interface that centralizes the complete ticket lifecycle and unifies ticketing, asset, knowledge, and change management. Its features include service request creation and self-service portal for customer access, automation of ticket routing and assignment, integration with active directory. It also includes ticket management features to automate and simplify ticket management tasks, and incident and problem management capabilities. It is possible to track SLA and to view Help Desk performance reports. It allows for a creation of a knowledge database and for an inventory of assets to be kept, and tied to tickets. It is possible to automate help desk tasks and discovery of assets. It supports for tracking and management of change requests and change approval workflows. It includes the option of generating surveys to customers to obtain feedback. It also allows for purchases to be tracked and it includes billing capabilities. It integrates with remote support and remote control software options. There is a completely free of charge limited version which can be downloaded for free, and a full features and functionalities complete version that can be tried out for 14 days for free before purchasing it.
It allows to streamline the ticketing lifecycle from request to resolution, to discover and manage assets, to centralize knowledge management, to create workflows for change management, and it can be used for fields other than IT, such as facilities management, field services, etc.
It has minimum system requirements, and supports many operating systems and web browsers.
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