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Solarwinds Helpdesk
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Solarwinds Helpdesk

Overview
Synopsis

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)

Company

Solarwinds Helpdesk

What is best?

• 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
Rate Here
Ease of use
9.4
7.5
Features & Functionality
9.5
10
Advanced Features
9.6
10
Integration
9.5
10
Performance
9.4
4.2
Training
10
Customer Support
9.6
Implementation
5.0
Renew & Recommend
Bottom Line

Solarwinds Helpdesk is a helpdesk management web interface that centralizes the complete ticket lifecycle.

9.5
Editor Rating
8.1
Aggregated User Rating
3 ratings
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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Ease of use
Features & Functionality
Advanced Features
Integration
Performance
Training
Customer Support
Implementation
Renew & Recommend

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