キャプテラ - 企業の最適な
ソフトウェア選びをサポートし15年

Web Help Deskとは

Web Help Deskは、ITヘルプデスクのプロセスを簡素化し、コストを削減するオンプレミスのチケットおよび資産管理ソリューションです。

Web Help Deskの製品詳細

良いポイント:

I like that it all tickets can be automatically routed, and folks receive email notifications. You can place comments right in the ticket and mention others to notify them of action needed.

改善してほしい点:

The Dashboard is almost useless, again, unless I just don't understand how you use it.

Web Help Deskの評価

評価ポイント

使いやすさ
4.1
カスタマーサービス
4.1
機能
3.9
価格の妥当性
4.1

おすすめ度

7.8/10

Web Help Deskの総合評価は4.1/5です。 (キャプテラに寄せられた122件のレビューより集計)。

Web Help Deskを使用したことがありますか?

あなたのレビューを投稿しませんか?

レビューを絞り込む (122件)

Sergey
Sergey
アメリカのManager, Technology Infrastructure and Compliance
認証済みLinkedInユーザー
ホスピタリティ, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Make your end user support structured

5.0 5 年前

良いポイント:

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.

改善してほしい点:

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.

Caleb
ケニアのHEAD OF AUDIT
保険, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

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

5.0 9 か月前

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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

Danny
英国のIT Manager
再生可能エネルギー、環境, 51~200人規模の会社
使用期間: 6~12か月
投稿経路

検討した類似製品:

A relic of systems from 20 years ago

1.0 3 週間前 新着

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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).

Mohammad Naseer
アフガニスタンのIT manager
政府関係, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

Easy gor deployment and usage

5.0 2 年前

製品を使ってみた感想: 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

良いポイント:

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

改善してほしい点:

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

Michael
アメリカのSystems Administrator
情報技術、情報サービス, 11~50人規模の会社
使用期間: 2年以上
投稿経路

Effective but interface is dated

4.0 7 年前

良いポイント:

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.

改善してほしい点:

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.

SolarWindsからの返信

7 年前

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

Dan
アメリカのSystems Administrator
通信, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Good but a bit outdated

4.0 7 年前

製品を使ってみた感想: Being able to have a helpdesk software at a relatively cheap price. It's not perfect, but gets the job done.

良いポイント:

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.

改善してほしい点:

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.

SolarWindsからの返信

7 年前

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

Carsten
アメリカのSenior Support Engineer
医療機器, 11~50人規模の会社
使用期間: 2年以上
投稿経路

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

4.0 7 年前

製品を使ってみた感想: Better customer service

良いポイント:

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

改善してほしい点:

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 .

Ross
アメリカのNetwork Support Specialist
教育管理, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

Has the features we need to make our support experience painless for our end users.

4.0 7 年前

製品を使ってみた感想: Time savings, and a good handle on what opportunities we have in our organization.

良いポイント:

The ease of use is what has sold me. I was able to customize the experience to my liking without to much effort. We are able to track the metrics that we desire and it helps our team have a clear sense of what needs to be accomplished in a given day. From the techs to the staff, it has been a great tool that has eliminated a lot of time waste that we used to have.

改善してほしい点:

Probably the biggest con that I would have is that there isn't a remote desktop client built in. Of course we are in an education environment, and cost is always an issue. We'd love to have the integration without the additional cost, but I realize that's not always an option.

Robert
アメリカのDatabase Administrator
メンタルヘルスケア, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Well put together help desk.

4.0 7 年前

製品を使ってみた感想: Maintain and track help desk tickets. Also enter in my own projects help keep me on task. Notes feature allows me to add any updates I have made or upload any new documents I may have.

良いポイント:

Easy to send messages back and forth from client and technician. Can then set reminders on tickets to ensure you do not over look a ticket. Has a FAQ section that allows you to record solutions to reoccurring problems or questions.

改善してほしい点:

If a ticket has been passed around a few times it is not easy to see who previously worked on the ticket. The information is displayed in the ticket history but this records everything and can become lengthy on a higher level ticket.

Liam
ルーマニアのCMO
自動車, 51~200人規模の会社
使用期間: 1年以上
投稿経路

Web Help Desk

5.0 先月 新着

製品を使ってみた感想: Overall is really good software, easy to use and manage. Having one time payment can feel a little expensive for the first time but in time you will figure you had a good deal.

良いポイント:

Web Help Desk is easy to use even with its outdated UI. It was easy to deploy and everybody learned to use it quite fast. Getting reports, wich is important for us, is easy and they are quite complex and complete.

改善してほしい点:

The designers team can work a little more at the interface.

Seth
アメリカのService Desk Team Lead
消費者サービス, 5,001~10,000人規模の会社
使用期間: 1年以上
投稿経路

I operate as an administrator of the system as well as running a help desk team out of the system.

3.0 7 年前

製品を使ってみた感想: It does what it says on the box - helps us track issues and tickets.

良いポイント:

The pricing system is definitely a bonus when compared to other software solutions. You get a lot of bang for your buck. Out of the box it works fairly well, but we have a lot of specialized use cases that took more to implement. The administration features are fairly simplistic - could be good or bad depending on how you look at it, but as someone with minimal code/administration experience it's easy to jump right in and get what you need done. Bulk features is nice. Client and ticket history were a must for us as we have our HR team working out of this system in tandem with other teams.

改善してほしい点:

1. Lack of in depth customization. This extends to UI, ticket options, even the action rules are pretty railroaded in terms of what you can do. 2. Built in reporting isn't great. It also taxes the system from the user/technician side if you are running a large report (this is bad.) We ended up just throwing the SQL tables into Tableau to get any sort of granular information. 3. Systems other than the ticketing feature aren't fleshed out. Assets and FAQs both stink, even when compared to ticketing system.

Kory
アメリカのSystems Administrator
使用期間: 1年以上
投稿経路

Great Product! Does More Than Expected / Necessary

5.0 7 年前

良いポイント:

SolarWinds is great for being a helpdesk ticketing system which is what we purchased it for, however, it does much more than that! It is a very useful tool for inventory, as well as purchase orders, and other items. It definitely has more features than we expected and we've been slowly incorporating more and more of these as we've used the product. I like the ability to add custom fields, a lot of products you are stuck with how they are configured out of the box, SolarWinds is definitely not that product.

改善してほしい点:

The only real downside to SolarWinds has been the fact that some of the more advanced things such as Single Sign On (SSO) / ADFS were not very user friendly to configure, but we have successfully done it, and it does work quite well. The only other issue we have had is some off / on issues where if we reboot the server we have it hosted on, it will go back to being a trial license, but a simple call to Customer Support and the issue is resolved.

Chris
アメリカのSystems Administrator
病院、ヘルスケア, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Very robust on prem software.

5.0 7 年前

製品を使ってみた感想: Prioritization and organization for a single Help Desk user to control a 100+ user environment.

良いポイント:

Complete control of all customization for you environment. You also have the ability to configure email ticket so you do not have to rely on VPN connections to submit tickets. We all know how reliable VPN's can be. For me the ability for Sales Reps out in the field to submit Help Desk ticket through email is awesome. They can do it right from their phone's email program.

改善してほしい点:

I think that for the upfront cost of the software and the amount that you pay for yearly support and updates that the seat count should at least start at two people instead of just one. This is a setback with the upfront cost.

Jonathan
アメリカのEducational Technology Systems Manager
Eラーニング, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

Solarwinds Web Help Desk is awesome and has tons of features!

5.0 7 年前

製品を使ってみた感想: Asset and Help Desk Ticket Tracking

良いポイント:

Web Help Desk (WHD) has two main features that I love. You can create help desk tickets and you can track assets. WHD ticket system has a dashboard that you can create many different widgets on to see beautiful and detailed graphics. It also also has tabs to see your tickets, your group tickets, flagged tickets, and a search tab to see all tickets. WHD assets system allows you to input your devices or anything that used like to allow users to borrow. Then users can request usage of the devices. WHD has a very clean user interface. It is very easy to navigate and it is mobile friendly.

Scott
アメリカのIT Support
情報技術、情報サービス, 2~10人規模の会社
使用期間: 6~12か月
投稿経路

We use and set up this ticket system several months ago, and very pleased with functionality.

5.0 7 年前

良いポイント:

Easy setup on own server, good customization if your familiar with how java works. Easily add current environment with LDAP detection for domain objects. Can also easily set up assets via wmi, or even straight IP detection.

改善してほしい点:

We've had a couple issues with software losing license key seeming inexplicably. Resetting and fixing this issue one time was simple fix, the other required a couple days waiting for support to reply, for it needed to be fixed on their end. Only other complaint with company comes in the sales team. Once purchasing a product form them, of which many are great, we all use remote support software from them which is fantastic. However, be expected to be bombarded daily with spam about future products. Also had experience with a slimy sales rep whom called office stating to the receptionist that I had contacted him for help with something. I had not.

Jeremy
アメリカのIT Director
鉱業、金属, 51~200人規模の会社
使用期間: 2年以上
投稿経路

It has the potential to be the best helpdesk software on the market, and currently is really good

5.0 7 年前

製品を使ってみた感想: Ability to tranck issues, support users in a timely manor, track time needed for projects to better forecast for future projects, reliability, friendly user interface.

良いポイント:

User interface, integration with other SolarWinds products, Support, ease of install and management.

改善してほしい点:

It needs some improvements and customization ability. I would like to see a better parent child ticket relationship established. It could improve the custom field settings greatly. Allowing for more of them in other places. Its needs better navigation.

Tom
アメリカのITSS Tech II
健康、ウェルネス、フィットネス, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Great all in one solution for NOC Management

5.0 7 年前

製品を使ってみた感想: Easy, centralized help desk and infrastructure management

良いポイント:

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.

改善してほしい点:

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

Erik
アメリカのEnd User Support Manager
ホスピタリティ, 501~1,000人規模の会社
使用期間: 1年以上
投稿経路

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

4.0 7 年前

製品を使ってみた感想: Better overall organization for our teams, which allows for more detailed collaboration and ticket resolution all around.

良いポイント:

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

改善してほしい点:

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.

Dustin
アメリカのSenior Help Desk Technician
出版, 201~500人規模の会社
使用期間: 2年以上
投稿経路

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

4.0 7 年前

製品を使ってみた感想: Auto assignment of tickets. Time tracking resolution and escalation. Email interface for clients and ability to reopen.

良いポイント:

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

改善してほしい点:

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

Jose
アメリカのIS Support Technician I
情報技術、情報サービス, 201~500人規模の会社
使用期間: 6~12か月
投稿経路

Easy to use, but search functions are terrible.

3.0 7 年前

製品を使ってみた感想: Its simple to use and easy yo navigate...

良いポイント:

The software is easy to use and navigate... There are many mediums of data collection that can be create and customized.

改善してほしい点:

Searching the application isnt so great. The search area is limited to ticket numbers and specific names... There really isnt a way to find a quick search method for key terms or anything like that.

SolarWindsからの返信

7 年前

This is really great input. Have you added a feature request for this advance search functionality? We strongly urge you to visit the Web Help Desk Product Page on https://thwack.solarwinds.com, there you can submit this suggestion and if it gains enough steam from our online community, you could someday see this enhancement, in-product, in a future release.

Matthew
アメリカのNetworking Administrator
メディア制作, 501~1,000人規模の会社
使用期間: 6~12か月
投稿経路

Confusing at first but getting the hang of it

4.0 7 年前

製品を使ってみた感想: Seeing the overall network in one location. Being able to manage help desk tickets. Trying to implement a inventory list still not getting that to work.

良いポイント:

I love the ability to build custom maps of the overall network. This allows frequent checkups on how the system's are running. Ticketing systems are easily used except input users selecting the correct assigned IT personnel.

改善してほしい点:

Very big learning curve and way to many different systems that need their own installation instead of a (add on) to the main solarwind program. Still learning about network discovery and even with the help videos, there are still things not working properly yet.

Annette
アメリカのApp Support Spec
不動産, 201~500人規模の会社
使用期間: 2年以上
投稿経路

Easy to use and track tickets.

4.0 7 年前

良いポイント:

I like that end users are able to update tickets. We are able to provide FAQs to all end users. Nice to add hardware to user profile.

改善してほしい点:

Not clear to end users that they must login to update or respond to their tickets through the helpdesk, users are responding in email instead.

認証済みレビュアー
認証済みLinkedInユーザー
使用期間: 2年以上
投稿経路

Great solution with low cost

5.0 7 年前

製品を使ってみた感想: Tracking of IT issues, tracking of trends

良いポイント:

Ease of use, end users like the ease of submitting tickets by just sending an email through Outlook.

改善してほしい点:

Some of the back end setting could use a little refining to make things more streamlined. Otherwise a good solution.

Andy
Desktop III
経営コンサルティング, 201~500人規模の会社
使用期間: 2年以上
投稿経路
ソース:SoftwareAdvice

Awesome but dated

4.0 7 年前

良いポイント:

Easy navigation and easy access to information, reports, as well has monitoring solutions built in.

改善してほしい点:

Solarwinds lacks updates, and feature improvements, I have used this product for 3 years and have yet to see any big changes. Very dated.

Jeremy
アメリカのIT
事務用品、事務機器, 51~200人規模の会社
使用期間: 1年以上
投稿経路

Very easy to use intuitive helpdesk tool to use.

4.0 7 年前

製品を使ってみた感想: Helpdesk management became much easier with this software. Ability to track and manage tickets made us more productive.

良いポイント:

The ease of use and up to date GUI. The added FAQ sections which can also be visible to clients a plus as well.

改善してほしい点:

The dashboards and reports. You only get a very select few options when it comes to dashboards. The reporting can get confusing as well which also has limited options of reporting.