Avaliações do Web Help Desk

Web help desk

Vantagens:

Muito prático para ajuda na resolução de problemas e seguimento do estado/progressão de solicitações.

Desvantagens:

Até ao momento sem problemas a apontar na resolução das minhas solicitações.

Make your end user support structured

Vantagens:

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.

Desvantagens:

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.

A software that gives the luxurious touch of commitment to clients. It shows concern.

Comentários: Versatile software. I highly recommend. The ticketing system management is easy and has entered another phase of automation. I like the experience with Web Help Desk so far.

Vantagens:

Web Help Desk is quite affordable. I am happy for the software value for money. It gives instant results. Handling incoming multiple tasks can be overwhelming. This software helps me keep track of operations in real time. It is quite easy to customize for ease of use.

Desvantagens:

This software is perfect. I basically find everything impressive and helpful. It is user-friendly too.

Our experience with WHD has been ok to underwhelming

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Easy gor deployment and usage

Comentários: We have a big organization with more than 60000 staff working and we use this software to recieve issues from customers and to solve it immediately

Vantagens:

Very easy to use and good managed system for daily tasks and solve th probelms of customers

Desvantagens:

Its so easy yo use and deploy and i havnt found any missing to write it here

Effective but interface is dated

Vantagens:

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.

Desvantagens:

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.

A relic of systems from 20 years ago

Comentários: Poor, you need to run this on a Linux box to get the most out of it. With the size of our company, it didn't make much sense, so we gave back the keys and moved on.

Vantagens:

I can't say I found much to like, maybe the ability of the on-premise version to reduce the surface of attack, but that's about the only advantage and not solely tied to this tool.

Desvantagens:

The setup is hard, with no easy backup or transfer and no cloud version when we adopted it. The price jumped steeply once the trial ended (but we expected it).

Good but a bit outdated

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

Vantagens:

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.

Desvantagens:

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.

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

Comentários: Better customer service

Vantagens:

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

Desvantagens:

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 .

Web Help Desk simply put saves your bacon...

Vantagens:

End to end is one of the best Help desk solutions i have used. I find the ticketing straight forward, the asset tracking awesome, the integration with AD and Solarwinds is great, it even does Knowledge base and surveys.

Desvantagens:

I wish it did a better job with parent / child tickets. The calendar is kind of pointless. It needs to sync with the technicians Exchange calendar, and there is no customization of the admin interface for like a Skin, you can not for admin purposes change the Logo. The users side can be modified but not admin.

With SolarWinds we can create granular reports to address problem areas.

Comentários: SolarWinds has the ability to update files automatically with the mobile device management system. It also allows us to generate granular reports to address problematic areas. In addition SolarWinds Web Help Desk performs a good management of hardware assets.

Vantagens:

SolarWinds generates a positive impact thanks to cost reduction. It works perfectly in the IT support department. With SolarWinds we managed to automatically update the asset with our mobile device management system through an extension. In addition SolarWinds allows us to create granular reports to address problem areas fairly quickly. SolarWinds Web Help Desk performs an excellent job of information management of hardware assets. I believe that the Web Help Desk would be suitable for technical users or for people who require a large amount of personalization without many details.

Desvantagens:

SolarWinds should greatly improve the help desk. Also I would like to see that the support matches the functionality of the product.

Slow, buggy and an intense memory leak

Comentários: We are using it to manage tickets across multiple sites.

Vantagens:

The layout is simple so it can be picked up easily without much in the way of training and it's cheap.

Desvantagens:

Not sure where to begin. - It's slow - It's tremendously buggy. Parts of the page just disappear while inside a ticket, the onhover sometimes brings up completely unrelated content. - There has been a memory leak present for years, the only fix we have found is to restart the machine once it becomes completely unusable. - It severely lacks in functionality that other help desk systems provide - The UX is atrocious - e.g. if you want to perform a bulk action you'll need to scroll down to the bottom of the ticket list after selecting tickets before choosing the bulk action from a single drop-down menu. Just pray that while you're scrolling the tickets don't refresh because otherwise you'll need to find the tickets to select all over again.

This is licensed help desk software... just like every other licensed help desk software.

Comentários: We changed/updated our inventory software to this software. The web interface allows multiple users to use the software simultaneously.

Vantagens:

WE mostly use the Tickets and the Assets portions of the software. I actually reference the Assets portion of this software the most. It helps me to evaluate the current and future needs of our end users. I can quickly search and find the hardware a user has; which allows me to determine what can be reallocated and to whom.

Desvantagens:

The cost. We were looking at open source packages but the person that made the final decision decided to purchase this software.

Web Help Desk is a highly customizable product for both the client and the technician

Comentários: I can control the entire ticketing process. Create approvals and auto escalations. The flexibility is beyond comparison.

Vantagens:

Web Help Desk is so stinking flexible it drives me crazy. Fields can be made hidden, visible, editable at every level of user (client/technician). You can even create your own custom fields. Escalation path, approval processes are all there. You just select what you want to use and how to implement it.

Desvantagens:

Web Help Desk is so stinking flexible I some times have trouble keeping track of all the options. I've now manged to turn off a feature that I can't figure out how to turn back on!

Hasn't been too pleasant but I've dealt with worse.

Vantagens:

Ease of use for clients.

Desvantagens:

Reporting is no where near where it needs to be and/or it needs to be easier to use. The ability to pull custom reports would be nice or at least some instructions on how to create custom report. Constantly goes down even when our network is up and need to be rebooted at least once every couple of days. No end user chat feature or just any additional bells and whistles that other products offer. The Dashboard is almost useless, again, unless I just don't understand how you use it.

Web Help Desk - Powerful IT Ticketing System

Comentários: Our company was in need of a management system to track employee changes and termination for auditing purposes. Web Help Desk so far is doing a pretty good job at automating the tickets and routing to the required departments and individuals.

Vantagens:

Web Help Desk - is known to be a very powerful IT ticketing system which can also be used to manage IT assets. It is a simple and easy to use software for both the IT team and the end-users, which helps to resolve service desk reported or submitted issues fast and in return will make both users a happy camper. Web Help Desk service management tool takes the hassle and worries out of manually creating and routing tickets. Every Incident creation, escalation and task assignment are properly tracked throughout the entire process, which is done automatically and in return restores productivity back into the company.

Desvantagens:

I believe that the overall configuration process is a bit complicated and would be a plus if it could be made a bit simpler.

I'm a daily user of the system and have not had any major issues.

Vantagens:

I like it's ease of use in creating and editing the ticket types. This allows me to easily create plenty of different tickets for easy metrics and organization.

Desvantagens:

I do not like how the system works primarily off of the email system, having users able to CC the help desk email we assign to the system and generate multiple tickets for one issue has been an issue for our organization.

Great all in one solution for NOC Management

Comentários: Easy, centralized help desk and infrastructure management

Vantagens:

Integration across systems for a true live enviroment. We're able to pinpoint network usage or a downed node within seconds. Custom map utilization helps us view our environment as we see it.

Desvantagens:

Sometimes setup isn't as straight forward, support has always been helpful though. We use this software 24/7 for our HelpDesk.

A very robust ticketing system, with a lot of customizable options

Comentários: Better overall organization for our teams, which allows for more detailed collaboration and ticket resolution all around.

Vantagens:

The software is very configurable including custom action rules, approval processes, inventory (software/hardware), and various queues that allow for customized responses.

Desvantagens:

The format of replies can be difficult to read/follow and is not very customizable. The inventory does not collect the user an asset is assigned to; while this is a typical WMI feature, it's not available for some reason in our current version.

Excellent setup and function. Provides a great and easy interface for clients and techs.

Comentários: Auto assignment of tickets. Time tracking resolution and escalation. Email interface for clients and ability to reopen.

Vantagens:

The automation of alerts and escalations. The ease of setting them up and how easy it is to maintain and update the system.

Desvantagens:

It seems a little difficult to pull reports and maintain ticket history for users or techs that have been deleted.

Great product overall

Comentários: Organization of open tickets.

Vantagens:

Easy deployment. Fairly robust automation/workflow (certainly room for improvement). Integration with other SolarWinds products works well.

Desvantagens:

Very limited reporting functionality. Much of the available customization is not intuitive...wizards would be a great feature addition.

I have been very pleased with the product

Comentários: As it should it helps keep up with work orders that users have notified us about and I can access it from smartphone which is very handy

Vantagens:

It was priced well for the features it provides. It integrates with SCCM for inventory purposes as well as SQL and Exchange.

Desvantagens:

some of the interface is not as intuitive as I would like it to be. really very minor. I would like to create a ticket from the client information page. and have a save button at the top of the ticket too,

Awesome Product

Vantagens:

Solar winds does it again - Web Help Desk command center, this software is amazing and easy to use.

Desvantagens:

The main con of this program is the look and feel of the user interface, when dealing with desktop guys it is best to have a "awesome" look and feel, make the geek feel cool!

Simple quick setup. Very easy to use. Found nothing its lacking.

Comentários: Dramatically simplified managing IT support issues.

Vantagens:

Runs on MacOS X Integrates with JAMF Casper for asset management Binds to Apple's Open Directory Works really well from the users standpoint. Whether they choose to simply communicate through email or log directly in.

Desvantagens:

If you close the browser window without logging out first, it can be problematic to get logged back in without quitting the browser entirely.

A helpdesk product that integrates with Solar Winds? Yes, please!

Comentários: Help Desk ticket database with asset inventory

Vantagens:

It integrates with Solar Winds and helps with asset control. The Helpdesk UI/UX is easy to read. It allows for Helpdesk automation tasks, IE: reminder events.

Desvantagens:

The assets aren't cleanly entered into the system from Solar Winds. Example: Out of the box, any device with both Ethernet and wireless connects show as two different devices.