--- title: "SolarWinds Web Help Desk Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about SolarWinds Web Help Desk Software - reviews, pricing plans, popular comparisons to other Asset Tracking products and more." source_url: "https://www.capterra.com/p/179421/Web-Help-Desk/" page_type: "product" language: "en" publication_date: "2026-10-29" --- # SolarWinds Web Help Desk Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 29, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) SolarWinds Web Help Desk ## What is SolarWinds Web Help Desk? SolarWinds Web Help Desk is an on-premises IT help desk solution that streamlines your help desk operations with simple, affordable ticketing and asset management software. Benefit from automated ticketing management, change management, IT asset management, built-in knowledge base, SLA alerting, performance reporting, and more. ## What is SolarWinds Web Help Desk used for? [Help Desk](https://www.capterra.com/help-desk-software/)[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[Task Management](https://www.capterra.com/task-management-software/) Top alternative Featured Overall rating Based on 124 user reviews Reviews sentiment Positive 81% Neutral 14% Negative 5% Starting price $753 Flat Rate, One Time Free trial not available Includes Free Version Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for SolarWinds Web Help Desk?[Manage this product listing](https://www.g2.com/products/solarwinds-web-help-desk/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### SolarWinds Web Help Desk 4.1 (124) VS. [4.4 (4,116)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $753 Flat Rate, One Time Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.1 (124) Ease Of Use 4.3 (3,636) Value For Money 4.1 (107) Value For Money 4.2 (2,688) Customer Service 4.1 (115) Customer Service 4.3 (2,796) ## SolarWinds Web Help Desk alternatives [4.5 (805)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars Highest Rated [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (528)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.5 (2,216)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/179421/Web-Help-Desk/alternatives/) ## FAQs about SolarWinds Web Help Desk Overview ### What problems does Web Help Desk solve? Web Help Desk solves scattered support requests, unclear ticket ownership, and incomplete service histories by centralizing incidents, requests, email conversations, assignments, escalations, and status tracking. IT help desks, managed service providers, HR, maintenance, and multi-site operations teams benefit from configurable routing, approval workflows, asset records, and reports for managing daily workloads and recurring issues. Answer based on 102 reviews Overview ### Which roles and teams benefit most from Web Help Desk? Web Help Desk is most used by systems administrators, IT administrators, and network specialists who track support requests, troubleshoot infrastructure issues, and manage device or account-related tickets. IT directors, managers, and helpdesk leaders use it to assign work, monitor service queues, report on team performance, and coordinate daily IT operations. Answer based on 121 reviews Overview ### What company size and industries is Web Help Desk built for? Web Help Desk is built for small businesses, which account for 43% of reviewers, and Information Technology and Services, its top industry at 13%. It serves IT admins, help desk technicians, service desk technicians, and technical support teams, with midsize businesses representing 41% of reviewers and education and manufacturing also represented. Answer based on 124 reviews Features and Usability ### What are the key features of Web Help Desk? Web Help Desk includes core help desk tools for ticket management, email ticketing, automated routing, alerts and escalations, and SLA management. It also provides configurable workflows and approval chains, asset tracking, a self-service portal, knowledge base management, and reporting dashboards for tracking support operations and technician workloads. Answer based on 62 reviews Overview ### Is Web Help Desk good for IT ticket management? Web Help Desk provides dependable, centralized IT ticket management for teams that need straightforward workflows, automation, and ticket history. Small business teams and internal IT departments value its ease of use, asset tracking, email-based ticket creation, and reporting. Larger organizations may need more advanced features, a newer interface, or stronger remote-support options. Answer based on 25 reviews Pricing ### How much does it cost and what fees or limitations are included? Web Help Desk offers a $753 one-time license for 1–5 technicians and unlimited end users, with pricing increasing by technician count; organizations with 100+ users must contact SolarWinds. A free version is available. Reviewers often call it affordable, though some cite expensive upfront costs, annual support and updates, and limited customization. Answer based on 23 reviews Getting Started and Support ### What training and onboarding options does Web Help Desk offer? Web Help Desk provides documentation and videos to support training and onboarding. Documentation gives teams written reference material for setup and feature review, while videos offer visual walkthroughs that can be watched on demand for guided learning and process review. Answer based on 6 reviews Getting Started and Support ### What customer support options does Web Help Desk offer, and how do users rate the experience? Web Help Desk offers email/help desk, a knowledge base, phone support, 24/7 live representative support, and chat. Users often describe support as quick, responsive, easy to reach, and willing to work toward solutions. Others report slow replies, unclear or outdated documentation, imprecise answers, and inconsistent follow-through on feature requests. Answer based on 39 reviews Features and Usability ### How customizable is Web Help Desk? Web Help Desk supports practical customization for ticket workflows, approvals, forms, dashboards, reports, and data collection. IT teams can adapt it to internal support processes without extensive administration experience. However, users seeking deep interface changes, flexible custom fields, advanced action rules, or refined parent-child ticket relationships may find the available options limiting. Answer based on 25 reviews ## Features AI summary Based on 5,135 Asset Tracking reviews Capterra data shows that buyers of Help Desk software rank the following features as their top priorities: - **Ticket Management** (**55%** of reviewers rated this feature as critical) - **Support Ticket Management** (**49%**) - **Real-Time Notifications** (**39%**) Web Help Desk supports **Ticket Management** and **Support Ticket Management**, giving support teams a clear way to organize requests, track issues, and manage service workflows. However, it does not offer **Real-Time Notifications**. Instead, it provides **Service Level Agreement (SLA) Management** (**40%**), which helps teams monitor response commitments and stay on top of service targets, helping businesses maintain consistent support performance and meet customer expectations. Ticket Management 4.2 (9) 77.78% of 9 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Support Ticket Management 4.3 (6) 50.00% of 6 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Service Level Agreement (SLA) Management 5.0 (2) 0.00% of 2 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Alerts/Escalation 4.0 (6) 66.67% of 6 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Workflow Management 4.2 (6) 50.00% of 6 reviewers that rated this feature as important or highly important Create, design and manage workflows for repetitive tasks Reporting/Analytics 4.6 (5) 40.00% of 5 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data SolarWinds Web Help Desk 47 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Audit Management: Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Capacity Management: Monitor service demand and performance to plan for adequate resources that meet business needs - Change Management: Track and monitor efficient handling of all changes/transitions - Compliance Tracking: Track and report regulatory data to either internal management or external stakeholders - Configurable Workflow: Configure existing workflows to meet your organization's needs - Contract/License Management: Track, store, and access client contracts or licenses - Cost Tracking: Process to track, record, and analyze expenses that occurred over the entire duration of a given project - Customizable Branding: Add customized logos and colors to align with company branding - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Dashboard Creation: Creation and customization of dashboards - Email Management: Manage, store and organize emails within the system or via third-party apps - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Incident Management: Manage and track all disruptions and incidents - Inventory Management: Track and manage inventory levels to maintain proper supply - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - IT Asset Tracking: Monitor the movement of one or more IT assets throughout the organization - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Procurement Management: Organize and manage all processes/procedures involved in purchasing goods and/or services - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Requisition Management: Review, approve and cancel requests for goods/services to be purchased - Search: Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Supplier Management: Manage all supplier data and operations - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Task Editing: Edit task information and all related elements - Task Progress Tracking: Track the status and progress of tasks - Task Scheduling: Track and manage the scheduling of tasks - Task Tagging: Add labels or tags to tasks - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.0 (120) 4.0 Based on 120 reviews ## Pricing Value for money 4.1 (107) Free Version [View pricing plan details](https://www.capterra.com/p/179421/Web-Help-Desk/pricing/) Web Help Desk License $753.00 Flat Rate,One Time It includes: - Incident Tracking - IT Asset Management - Knowledge Base - Ticketing Value for money 4.1 (107) 4.1 Based on 107 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.1 (115) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.1 (115) 4.1 Based on 115 reviews ## User reviews Overall rating 4.1 Based on 124 reviews Filter by rating Counts reflect reviews available in this feed. 5(48) 4(53) 3(17) 2(4) 1(2) Mentioned topic Recent reviews first, then most helpful Craig M. It Infrastructure Engineer Used the software for: 3-5 years ### "A Reliable ITSM Workhorse That Served Our Infrastructure Team for a Decade" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 June 8, 2026 Overall, my experience with Web Help Desk has been very positive. It has been a stable and dependable platform that supported our organisation's service desk operations for a decade. In a large zoo environment where IT supports everything from traditional office systems to specialist operational infrastructure, reliability and ease of use are critical, and Web Help Desk consistently delivered on both. While there are more modern alternatives available today, it remains a solid solution for organisations looking for straightforward, cost-effective help desk and ticket management capabilities. Pros As an Infrastructure Engineer working in a large zoo environment, I've used Web Help Desk for around 10 years to manage support requests across a diverse range of operational and technical teams. What I liked most was its simplicity and reliability. The ticketing system is easy to navigate, highly configurable, and provides the core functionality needed to manage incidents, service requests, asset tracking, and technician workflows without unnecessary complexity. It helped us maintain visibility across a large and varied infrastructure estate, and the automation, reporting, and email integration features significantly improved efficiency for our support teams. Cons While Web Help Desk has been dependable, its interface has started to feel dated compared to newer ITSM platforms. Some administrative tasks and customisations can be less intuitive than modern cloud-based alternatives, and reporting often requires additional effort to produce more advanced insights. Integration options and workflow automation capabilities are also somewhat limited when compared with newer service management solutions on the market. Sergey M. Manager, Technology Infrastructure and Compliance Used the software for: 3-5 years ### "Make your end user support structured" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 14, 2019 Pros 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. Cons 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. HO HEAD OF AUDIT HEAD OF AUDIT Used the software for: 3-5 years ### "A software that gives the luxurious touch of commitment to clients. It shows concern." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 5, 2023 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. Pros 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. Cons This software is perfect. I basically find everything impressive and helpful. It is user-friendly too. DH Dan H. IT Manager Used the software for: Less than 1 year ### "A relic of systems from 20 years ago" 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 2.0 2.0 Customer Service 3.0 3.0 Likelihood to Recommend 0/10 May 31, 2024 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. Pros 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. Cons 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). IM IT manager IT manager Used the software for: 3-5 years ### "Easy gor deployment and usage" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 14, 2022 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 Pros Very easy to use and good managed system for daily tasks and solve th probelms of customers Cons Its so easy yo use and deploy and i havnt found any missing to write it here DO Director of Information Services Director of Information Services Used the software for: 3-5 years ### "Good product but a bit dated" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 2.0 2.0 Customer Service 3.0 3.0 Likelihood to Recommend 5/10 August 28, 2023 Used it for helpdesk and hardware inventory. Pros It is low priced so good for those on a tight budget. Cons Lack of features and no integration abilities. No major upgrades to the product in years. I& Implementation & Support Specialist Implementation & Support Specialist Used the software for: 1-3 years ### "Web Helpdesk from Solarwinds" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 November 25, 2020 It was an ok tool for me, as I was not working on it as an administrator but for a day to day ticket management, it was very easy to use and our customers were also able to reach out to us with their day to day support queries and we also used it for internal task management. Pros The most positive point which I liked about this product was that we were able to use it from anywhere, either when we were on the client-side or in the office. Our work was fieldwork and to have a web-based solution was very helpful to track complaints and provide response to clients and management about the work done. Cons I did not use this tool as an administrator, so I am not familiar with its cons, only used for ticket management. NS Network Support Specialist Network Support Specialist Used the software for: 3-5 years ### "Full Featured Help Desk Solution" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 March 18, 2019 We have streamlined our process for reporting issues in our district which in turn has made our response times come down. Having a history of issues is also beneficial for training purposes and for staff to see how to fix a recurring issue they may have. Overall has made us much more efficient. Pros Ease of use. I have had new techs that havent had any experience with a ticketing system sit down and be able to use this product within several minutes. Also it has been a godsend for our staff as we require them to log in to the system to create tickets. Cons Inventory function. I was hoping for an easier way to track our device inventory. I believe it would do the job, but the initial setup has to be comprehensive to make things work smoothly. Jeremy M. IT Director Used the software for: 3-5 years ### "Web Help Desk simply put saves your bacon..." 5.0 February 2, 2018 Pros 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. Cons 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. Oliver Elijah L. Senior Operations Manager Used the software for: Less than 1 year ### "With SolarWinds we can create granular reports to address problem areas." 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 December 10, 2018 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. Pros 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. Cons SolarWinds should greatly improve the help desk. Also I would like to see that the support matches the functionality of the product. [View all Reviews](https://www.capterra.com/p/179421/Web-Help-Desk/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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