Web Help Desk
Affordable Help Desk Ticketing and Asset Management Software
Starts at $695
Fully functional for 30 days
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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
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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
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Centralize, streamline, and automate ticketing management
Automate service request management through ticket creation, assignment, routing, and escalation.
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Keep your hardware and software asset inventory up to date
Simplify IT asset management with built-in asset discovery, inventory management, and reporting.
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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.
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Reduce the impact of change with controlled change management
Regulate and manage change requests through automated approval workflows and panel voting options.
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Employ robust reporting and help desk monitoring
Use built-in reports & dashboards to track ticket status, technician performance, and customer support needs.
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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.
SLA and escalation management
Set up ‘SLA breach approaching’ notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows.
Remote desktop connectivity from Web Help Desk®
Leverage native integration with DameWare® Remote Support to launch remote sessions from 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.
Native integration with Active Directory® and LDAP
Automatically discover and add client information to Web Help Desk from AD and LDAP servers.
Purchase order management
Track assets from initial request, through approvals, to final purchase and entry into inventory.
Integrates with 3rd-party IT asset management tools
Employ out-of-the-box integration with JAMF™ Casper Suite, Absolute Manage®, Microsoft® SCCM and SMS.
Flexible rule-based automation for ticket assignment
Dynamically assign tickets to a technician or group of IT staff based on ticket routing business logic.
Feedback surveys to measure customer satisfaction
Configure automated feedback surveys for end-users upon completion of service request.
Integration with SolarWinds® network management & server monitoring tools
Automatically convert node performance issues reported by SolarWinds Orion® tools to Web Help Desk tickets.
Enhanced communication with end-users to improve customer satisfaction
Improve communication between technicians and end-users with Web-based interface and email integration.
Web Help Desk mobile application
Support push notifications for new and updated tickets using iPhone® & iPad® app.
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.
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.”
System Requirements
Hard Drive
20GB
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
Award-Winning
Used by Companies Worldwide
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Fully functional for 30 days
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