Web Help Desk
Help desk software & IT asset management
Simplify IT service management with unified ticketing, asset, knowledge, and change management
- Service request management: Streamline ticketing from request to resolution
- IT asset management: Discover and manage hardware and software assets
- Knowledge management: Centralize knowledge management with built-in knowledge base
- IT change management: Manage change requests with automated approval workflows
All-in-one help desk for one and all
- Affordable and scalable Web-based IT help desk that meets the needs of all organizations—small, medium, large, and MSPs
- Available for all platforms: Windows, Linux, Mac OS X, VMware, and Hyper-V
- In addition to the on-premises edition, Web Help Desk is also available as a hosted Cloud edition. Call 1.877.943.0008 to learn more
Key Features
Centralize, streamline, and automate ticketing management
Automate service request management through ticket creation, assignment, routing, and escalation.
Keep your hardware and software asset inventory up to date
Simplify IT asset management with built-in asset discovery, inventory management, and reporting.
Centralize knowledge management for IT technicians and end-users
Leverage built-in knowledge base to create and maintain KB articles. Promote end-user self-service.
Reduce the impact of change with controlled change management
Regulate and manage change requests through automated approval workflows and panel voting options.
Employ robust reporting and help desk monitoring
Use built-in reports & dashboards to track ticket status, technician performance, and customer support needs.
Simple and transparent licensing
Licensed only by the number of technician logins. No limit to the number of end-users & assets supported.
More Features
Automated email-to-ticket conversion
Use IMAP, POP, and Exchange protocols to automatically convert service request emails to help desk tickets.
Flexible rule-based automation for ticket assignment
Dynamically assign tickets to a technician or group of IT staff based on ticket routing business logic.
SLA and escalation management
Set up ‘SLA breach approaching’ notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows.
Feedback surveys to measure customer satisfaction
Configure automated feedback surveys for end-users upon completion of service request.
Remote desktop connectivity from Web Help Desk
Leverage native integration with DameWare Remote Support to launch remote sessions from help desk tickets.
Integration with SolarWinds network management & server monitoring tools
Automatically convert node performance issues reported by SolarWinds Orion? tools to Web Help Desk tickets.
Relational ticket association to simplify project and task management
Link service requests to each other to track and manage IT projects involving multiple tasks.
Enhanced communication with end-users to improve customer satisfaction
Improve communication between technicians and end-users with Web-based interface and email integration.
Native integration with Active Directory and LDAP
Automatically discover and add client information to Web Help Desk from AD and LDAP servers.
Web Help Desk mobile application
Support push notifications for new and updated tickets using iPhone & iPad app.
Purchase order management
Track assets from initial request, through approvals, to final purchase and entry into inventory.
Parts and billing management
Search parts using number, model, or manufacturer. Generate billable ticket details such as labor, service, and inventory as an invoice or quote.
Integrates with 3rd-party IT asset management tools
Employ out-of-the-box integration with JAMF? Casper Suite, Absolute Manage?, Microsoft? SCCM and SMS.
FIPS 140-2 compatibility and security
Improve security via FIPS 140-2 compatible cryptography support, and FIPS-mode SSL connections.
What Our Customers Are Saying
“I researched different offerings, and Web Help Desk seemed to be the best for our organization"
“I recommend Web Help Desk because it is cost-effective, easy to use, solid, and easy to implement.”
“Web Help Desk is very user friendly on both the technician and administrative side, and the customers have a clean and elegant interface.”
“We are more than satisfied with our decision to purchase Web Help Desk. It has every feature that we require in our particular environment.”
“It is simple to use, fully customizable, and integrates with several other SolarWinds products.”
Screenshots
Help desk dashboard
Simplify, centralize, and streamline help desk ticketing from request creation to resolution
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Ticketing management dashboard
Configure multiple tiers and groups of IT staff, and define ticket assignment workflows for triage and escalation
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IT asset inventory
Centralize IT asset inventory to capture information about hardware and software assets
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Built-in knowledge base
Maintain flexible, customizable, and extensible knowledge base
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Change approval
Simplify change management through automated change approval workflows
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Help desk reporting
Use out-of-the-box reports to track technician performance, status reports, and customer support needs
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SLA management
Customize SLA alerts and escalation workflows to help prevent SLAs from falling through the cracks
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Incident and problem management
Simplify incident and problem management by linking multiple incident tickets to a problem ticket
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Parent-child ticket association
Simplify project and task management by associating related tickets using parent-child ticket dependencies
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AD and LDAP integration
Use native Active Directory and LDAP integration to easily add client accounts to Web Help Desk
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Parts and billing management
Track service parts and fees as line items on your custom invoices and quotes
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Remote desktop integration
Integrate with DameWare Remote Support to remotely connect to desktops from the help desk console
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Integration with SolarWinds Orion Platform
Integrate with SolarWinds network performance monitoring, configuration management, and server monitoring tool
Screenshots
Web Help Desk mobile app
Use native mobile app for iPhone and iPad to support push notifications for new and updated tickets
Screenshots
End-user service request portal
Configure simple, intuitive, and customizable Web-based service request creation portal for end-users
System Requirements
Hard Drive
20 GB
Memory
3GB (add 1 GB for every 10 additional technicians)
CPU
Dual-core 2.0GHz or faster
Web Console Browser
Google Chrome、Internet Explorer、Mozilla Firefox、Safari、Opera
Operating System
- Windows Server 2003 (32/64-bit), Windows Server 2008 (32/64-bit), Windows Server 2008 R2 (64-bit),Windows Server 2012 (64-bit), Windows Server 2012 R2 (64-bit)
- Mac OS X 10.8 through 10.10, iOS and Mobile iOS 5 through 8
- CentOS 6.5 (32/64-bit)
- Red Hat Linux 6.5 (32/64-bit)
- Fedora 20 (32/64-bit)
- VMware vSphere and Microsoft Hyper-V.
Database
- Web Help Desk uses an embedded PostgreSQL? database as its standard database
- MySQL 5.6 and 5.74
- Microsoft SQL Server 2008、2012 and 2014
- PostgreSQL 9.2、9.3.2 and 9.4
