Web Help Desk

Web Help Desk

Por SolarWinds

¿Quién usa Web Help Desk?

Administradores de TI, técnicos de centro de ayuda, técnicos de centro de atención, asistencia técnica.

¿Qué es Web Help Desk?

Con una interfaz web intuitiva y portal de centro de atención, el software Web Help Desk ofrece sencillez y automatización para agilizar la emisión de tickets de servicio técnico y la gestión de activos de TI. Aprovecha la base de conocimientos incorporada, el control de cambios de TI, las alertas de SLA, la creación de informes de rendimiento, las encuestas de clientes y más.

Información sobre Web Help Desk

SolarWinds

https://www.solarwinds.com

Fundada en 2000

Resumen de precios de Web Help Desk

Web Help Desk dispone de una versión gratuita y ofrece una prueba gratis. La versión de pago de Web Help Desk está disponible a partir de US$695.00/una vez.

Precio inicial

US$695.00/una vez

Versión gratuita

Prueba gratis

Implementación

En la nube, SaaS, web

Instalado: Windows

Formación

Documentación

Asistencia

En horario ininterrumpido (atiende un representante)

Horas laborables

En línea

Funciones de Web Help Desk

Software de ITSM
Gestión de configuración
Gestión de contratos o licencias
Gestión de incidentes
Gestión de la disponibilidad
Gestión de problemas
Gestión de proyectos
Gestión de publicaciones e implementaciones
Gestión del cambio
Portal de autoservicio
Seguimiento de activos
Alertas y alzada
Almacenamiento de documentos
Chat en tiempo real
Comunicación multicanal
Creación de marca personalizable
Enrutamiento automatizado
Gestión de SLA (Service Level Agreement)
Gestión de la base de conocimiento
Gestión de recursos informáticos
Gestión de tickets
Integración de correo electrónico
Portal de autoservicio
Seguimiento de interacciones
Supervisión de redes

Reseñas de Web Help Desk

Mostrando 5 de 107 reseñas

En general
4.2/5
Facilidad de uso
4.1/5
Atención al cliente
4.1/5
Funcionalidades
3.9/5
Relación calidad-precio
4.1/5
Sergey M.
Manager, Technology Infrastructure and Compliance
Hostelería, 1001-5000 empleados
Ha utilizado el software durante: Más de dos años
  • Valoración global
    5/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    5/5
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    3/5
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 13/2/2019

"Make your end user support structured"

Puntos a favor: I started using this software 4 years ago. From a very first moment I could really see a difference from other products. I liked an ability to have multiple locations, with each location having multiple points of contacts. With that, I was able to set up routings of my tickets so they would always reach a correct IT person. This is very useful, when your business is spread through multiple timezones. Another feature that I really liked is LDAP authentication. This allowed me to restrict access to only authorized users, eliminating a possibility of phishing emails reaching the system.

Contras: As the company grew, at some point my AD structure become very complex - multiple ADs not connected to each other. Unfortunately, at that point, I had to stop using this solution because it couldn't handle more that one AD efficiently.

  • Fuente de la reseña 
  • Publicado el 13/2/2019
Michael H.
Systems Administrator
Tecnología y servicios de la información, 13-50 empleados
Ha utilizado el software durante: Más de dos años
  • Valoración global
    4/5
  • Facilidad de uso
    3/5
  • Características y funcionalidades
    3/5
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    4/5
  • Probabilidad de recomendación
    7/10
  • Fuente de la reseña 
  • Publicado el 11/5/2017

"Effective but interface is dated"

Puntos a favor: It provides an effective customizable solution for IT help desk. We use this tool for internal and client ticketing. It allows you to configure email rules to allow for tickets to be created based off keywords. This makes it much easier for users to create tickets. We host ours in AWS and it has performed admirably. Customer service has always been easy to get a hold of and will work with you until a solution is discovered.

Contras: The interface is dated. It has not received a refresh since we started using it three years ago. When you attempt to use it on a mobile device it looks like I am back on iOS 3. There have been many changes with HTML 5, CSS and JavaScript and I expect the tool to adopt these new changes to improve the UI.

Respuesta de proveedores

por SolarWinds el 2/8/2017

Thanks for the feedback Michael. We've got great news! Have you had a chance to check out the new UI that was unveiled with our v12.5.1 release? It has a sleek new look that we're excited to share. We are still working in the IOS application updates and they're currently at the top of our roadmap. You can learn more about what's next with Web Help Desk and suggest additional features for future iterations in our THWACK community. Join us here:
https://thwack.solarwinds.com/community/tools_tht/web-help-desk

  • Fuente de la reseña 
  • Publicado el 11/5/2017
Steve B.
Director of Business Systems
501-1000 empleados
Ha utilizado el software durante: Más de un año
  • Valoración global
    3/5
  • Facilidad de uso
    2/5
  • Características y funcionalidades
    2/5
  • Asistencia técnica
    3/5
  • Relación calidad-precio
    2/5
  • Probabilidad de recomendación
    3/10
  • Fuente de la reseña 
  • Publicado el 10/5/2017

"Our experience with WHD has been ok to underwhelming"

Comentarios: It allows us to measure how busy our Help Desk group is, we can identify patterns more easily now helping us to resolve problem areas more quickly.

Puntos a favor: It allows us to get statistics on our helpdesk calls. Our data center is able to create tickets automatically. It is a repository for all help calls that we did not have before so management can get an overall picture. We like that we can build custom reports and dashboards. Creating forms that can ask a user for data is helpful but we have not implemented any yet because it is cumbersome.

Contras: The UI for the software is stuck in the 90s, very table oriented, Comments in the tickets have a lot of wasted space, we have to scroll constantly to see history. The table widths are not relative or resizable. Images are stored and provided to the user as links with generic names, half the time the link is a signature logo. Our users use screen shots in almost all of our tickets. Not being able to see the images without clicking on a link is painful. Also, we can not use the customizable forms because a user has to save their image to their local hard drive and then upload to the form. Many users don't have a clue how to do this so we have to use email. Because we have to use emails we get duplicate tickets because the software does not recognize a reply. Some of this is the lack of training for our users but if the UI was better we would send them directly to the website. We have compiled a list of questions and will be contacting SW to see if we are missing something in our configurations or if it is a lack of training. If we are not able to resolve most of these issues we will be looking for a different solution.

Respuesta de proveedores

por SolarWinds el 31/5/2017

We're sorry to hear of these difficulties you are having, but we are encouraged you plan to reach out to seek a resolution. We have a lot really talented people on our team that are willing and ready to help whenever you choose to tap us as a resource. As for you comments regarding providing instruction to your customers for common tasks involved in troubleshooting their issues, we have some advice. We suggest you create an FAQ to provide a set list of instructions to help with image capture and transfer to your help desk team. Alternatively, a solution like Dameware Remote Support from SolarWinds could lend a hand in the troubleshooting process, enabling your team to access an end-user's workstation and snap screenshots instead. The bonus is that it integrates with Web Help Desk. We hope this guidance is helpful. Looking forward to your outreach to address your other concerns.

  • Fuente de la reseña 
  • Publicado el 10/5/2017
Dan D.
Systems Administrator
Telecomunicaciones, 51-200 empleados
Ha utilizado el software durante: Más de dos años
  • Valoración global
    4/5
  • Facilidad de uso
    3/5
  • Características y funcionalidades
    3/5
  • Asistencia técnica
    2/5
  • Relación calidad-precio
    4/5
  • Probabilidad de recomendación
    6/10
  • Fuente de la reseña 
  • Publicado el 10/5/2017

"Good but a bit outdated"

Comentarios: Being able to have a helpdesk software at a relatively cheap price. It's not perfect, but gets the job done.

Puntos a favor: It offers a lot given the price. You have a ticketing system, FAQs section, Reports that can be run on tickets / techs. You can also set up action rules that can automate tickets, for example reports being run. Integrates with AD. The layout is fairly intuitive and organizing tickets / categories / etc is easy.

Contras: Some features are half baked. Assets / Parts isn't very intuitive to work with and creates more problems than it solves. For example it will produce multiple entries based on a wireless IP and wired IP and there is no way to force it to use a MAC address which would make a lot more sense. I would say there is a fairly steep learning curve if you really want to get into advanced features. I didn't even know a lot of them existed until about a year ago. Support is hit or miss.

Respuesta de proveedores

por SolarWinds el 26/5/2017

We thank you for this very honest feedback. We clearly have some room to improve, but we are working at it every day.

  • Fuente de la reseña 
  • Publicado el 10/5/2017
Carsten M.
Senior Support Engineer
Dispositivos médicos, 13-50 empleados
Ha utilizado el software durante: Más de dos años
  • Valoración global
    4/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    3/5
  • Asistencia técnica
    4/5
  • Relación calidad-precio
    4/5
  • Probabilidad de recomendación
    8/10
  • Fuente de la reseña 
  • Publicado el 10/5/2017

"Very good experience setting up a system from scratch, from sales to Customer Service."

Comentarios: Better customer service

Puntos a favor: Software is very easy to setup, everything you need to get a support system up and running is there. Solarwinds Support is very prompt to respond to questions or issue that you may have. The reason I suggest Solarwinds Helpdesk was that I had been a user / admin on a system before. Thicket history is great, asset management is very good

Contras: The report module and the part and billing feature is weak.
Generating reports is not that intuitive and there is things that you cant get an report on.
Parts and billing, missing pricing features and invoice / packing list options.
Solarwinds is not so god at coming back to with feature request that you have submitted nor to let you know that bug have been fixed. There is to long between bug fixed / new releases is being released .

  • Fuente de la reseña 
  • Publicado el 10/5/2017