Web Help Desk Erfahrungen

Make your end user support structured

Vorteile:

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.

Nachteile:

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.

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Kommentare: 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

Vorteile:

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

Nachteile:

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

Effective but interface is dated

Vorteile:

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.

Nachteile:

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.

Good product but a bit dated

Kommentare: Used it for helpdesk and hardware inventory.

Vorteile:

It is low priced so good for those on a tight budget.

Nachteile:

Lack of features and no integration abilities. No major upgrades to the product in years.

Web Help Desk has worked better than the past ticketing system we have. It does what we at this time

Vorteile:

Very easy to users to respond and create tickets. When users create tickets through the website it will list their IP Address of the computer they are using. You can set up a status on a ticket for waiting for a response. After the criteria of your choosing will send users email and after the criteria are met it will auto close the ticket. You can also use multi-approval chain works great. If you have sign off of more than 1 person will generate an email to one and if they approve sends to the other. If any deny in the chain will stop the process. You can also respond to tickets through email which goes directly to the user without having to log into the system.

Nachteile:

There is no true purchase order. It's more like a tracking of POs you already have done in another system. IF you want to use then it has to add make and model. Sometimes when clicking a field it will randomly close and you have to back out the ticket and go back in. When ordering licenses the admin uses up a license. When searching tickets can only search by the last name. If you have assets linked to a user you have to set up manually for each user. The mobile app hasn't been updated for users, so do not use. If you want embedded documents or pictures in the PAQs have to use BBCODE, which if are a busy helpdesk won't have time to create.

Web Help Desk: Great when it works.

Kommentare: Easy to deploy on a vm. Old clunky software with no real promise of a future since Solarwinds bought them. Was a good product at one time, but look for someone else at this point.

Vorteile:

Great Mac integrations. Being able to RDP into a client's computer from the helpdesk is awesome. Inventory and tickets in the same interface is also nice. Wish more low cost helpdesks would have these features in them.

Nachteile:

There are long standing bugs in the software. Solarwinds has been less than helpful in fixing them. They axed the VM template because they didn't want to rework it to be secure. The interface is dated and their "redesign" was a fresh coat of paint over a mess of a program.

Web Help Desk simply put saves your bacon...

Vorteile:

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.

Nachteile:

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.

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

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

Vorteile:

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

Nachteile:

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.

Its great Product and may change ITSM to the next level

Kommentare: ITSM made easy.

Vorteile:

Self Service and Asset Management made easy and even for those users who are new to computers. Frequently Asked Questions area is more Powerful and can be further customized.

Nachteile:

Change Management needs improvement and separate Ticket Prefix shall be supported. For example, Change Management requests may start using RFC0001, Incidents may start INC0001 and Normal Support Tickets may start from SR00001 etc.. There should be provision to display .jpg or .gif files in the browser instead of attachments.

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

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

Vorteile:

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.

Nachteile:

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.

Vorteile:

Ease of use for clients.

Nachteile:

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.

WHD: Frustratingly Adequate

Kommentare: We're still using the product, but to be honest the system gets way too complicated to the point where you have to go back and change multiple settings to get the desired outcome. We've also had numerous issues with our database migration into WHD and how WHD chooses to e-mail users. We had to come up with a cumbersome process to remove secondary e-mail addresses just to get in contact with the end-user. We've requested features to assist us, but Solarwinds has yet to provide them. For now, the product works, but I'm not sure how long we will remain customers.

Vorteile:

The breadth of features available with customization.

Nachteile:

The range of features available is honestly too many.

This tool is incredibly useful in keeping my IT department organized task orientated.

Vorteile:

I enjoy the integration with other SolarWinds product such as DameWare Support. An indispensable tool that helps gauge out teams efficiency and help us identify trends and appropriately adjust resources for projects. I absolutely love the email-to-ticket feature as it helped with adoption from my users. the software scales well and completely granular at the same time.

Nachteile:

As robust as It is, it can become easy to get lost in the features. We had an issue with text message alerts that was resolved with the help of support.

Easy to use but missing some functionality

Kommentare: Tracking and time savings

Vorteile:

Customizing ability and ease of use for clients. Easy to track assets and update inventory. Reporting is very easy.

Nachteile:

Have to go into settings every time I need to add request types or new assets. I want to make additions right from the ticket screen or asset screen. Also I want the help desk calendar to sync directly onto my outlook calendar. Asset audit sucks. Want to know detailed info about the computers like software, o/S, memory, hard drive and it's a pain or doesn't pull the info most of the time.

Very easy to setup

Kommentare: The price point is low which enables it feasable to K-12 education. This also is very seamless to setup and customer support is great.

Vorteile:

We love how easy it is to use for us and our staff. It is easy to keep track of reporting and to look up responses and past tickets.

Nachteile:

Asset Management is not the easiest to add assets into. Longer process to add them in individually.

Powerful Config Options

Vorteile:

The ability to sort tickets to different teams with ease. Web Help Desk makes our approval processes easier to manage and verify. Developers responded directly to forum requests.

Nachteile:

Limited to a single tab per user. If links are opened in multiple tabs issues will occur. Still has some limits with approval boards.

Great product

Kommentare: Helped us get away from email requests and the grab me in the hallway questions. We tell our staff to use this ticketing system.

Vorteile:

Ease of use, end user friendly. We haven't used the asset portion of it much bit would like to start using it soon. Rest of software is solid. The calendar view is nice to see the due dates for your tickets.

Nachteile:

For us it's fine, but a larger company may want some more customization options. There is not much I can think of not to like for our use.

Great Inventory and Ticketing System

Vorteile:

Super easy to navigate, and understand. Took me only a few days to understand fully how to get our ticketing system to work.

Nachteile:

Few bugs in the software, not sure if it's the version I'm on, but very little to complain about. Does exactly what you need, and then some.

simply works as expected!

Kommentare: Ease of use and time savings are the biggest thing. as previously stated, it just works!

Vorteile:

Customizable. We have been able to transform our instance in to much more than expected that just a typical helpdesk. it has aided in process flow by applying approval processes as well.

Solid Helpdesk/Service Desk ITSM tool with all the features you would expect

Vorteile:

Customizable to fit nearly all needs for a modern IT department with a need to track incidents, requests, and problems.

Nachteile:

There are times when I wish the reporting functions were better. There are limitations to what you can report and dashboards. Wish there was an ability to make custom fields visible or hidden dynamically based upon selection of other custom fields on the ticket submission forms.

Webhelpdesk has really taken our ticket and tracking system to a whole new level!

Vorteile:

Ease of use, ability to email in tickets, large amount of features, also works with office 365 which is a plus!

Nachteile:

It can be laggy at times, based on it being built in java. Wish you could archive tickets so it would help keep system clean.

WebHelpDesk has provided us a simplified yet powerful ticketing system to streamline our workflow.

Kommentare: We were looking for a replacement solution to streamline our workflow and provide a better client experience for our clients. WebHelpDesk was able to do all of these things at a significantly lower cost and with better support than our previous solution.

Vorteile:

Ease of implementation and use User friendly UI Easy to create dashboards for management Incredibly easy to manage

Nachteile:

Lacks some more advanced features that larger solutions have but nothing I find I miss; it certainly makes up for this in simplicity and cost.