SolarWinds Web Help Desk
by SolarWinds
IT ticketing and asset management for enterprise help desks
Overview
SolarWinds Web Help Desk is a helpdesk ticketing software for IT teams and service desk technicians that automates ticket assignment, routing, and escalation. It converts email requests into tickets, manages SLAs, links incidents to problem tickets, and integrates a built-in knowledge base plus IT asset tracking. Built-in reporting monitors technician performance and customer satisfaction, while Dameware integration enables one-click remote support for faster resolution across enterprise IT environments.
Key Features
6 capabilities across the Helpdesk & Ticketing workflow.
Automated Ticket Routing
Auto-assigns and escalates tickets based on rules, converting emails into tickets instantly
SLA Management
Configure flexible service-level agreements with alerts for unattended or breached tickets
Knowledge Base
Built-in searchable KB helps end users self-resolve issues and cuts inbound ticket volume
IT Asset Management
Links problem tickets to IT assets and tracks the full service-request history per device
Parent-Child Ticket Linking
Group unlimited incident tickets under one problem ticket and close them together
Performance Reporting
Monitor technician productivity, KPIs, and customer satisfaction via built-in dashboards
Pricing Plans
All prices in USD. Contact vendor for enterprise & annual discounts.
Per-Technician License
per user · custom billing
- Full ticketing suite
- Asset management
- Knowledge base
- SLA engine