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4.2/5です。 (キャプテラに寄せられた120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 (120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 5 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.

Steve
アメリカのDirector of Business Systems
, 501~1,000人規模の会社
使用期間: 1年以上
投稿経路

Our experience with WHD has been ok to underwhelming

3.0 7 年前

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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.

SolarWindsからの返信

7 年前

We're sorry to hear of these difficulties you are having, but we are encouraged you plan to reach out to seek a resolution. We have a lot really talented people on our team that are willing and ready to help whenever you choose to tap us as a resource. As for you comments regarding providing instruction to your customers for common tasks involved in troubleshooting their issues, we have some advice. We suggest you create an FAQ to provide a set list of instructions to help with image capture and transfer to your help desk team. Alternatively, a solution like Dameware Remote Support from SolarWinds could lend a hand in the troubleshooting process, enabling your team to access an end-user's workstation and snap screenshots instead. The bonus is that it integrates with Web Help Desk. We hope this guidance is helpful. Looking forward to your outreach to address your other concerns.

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 昨年

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

Phillip
アメリカのDirector of Information Services
小売, 201~500人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Good product but a bit dated

3.0 6 か月前

製品を使ってみた感想: Used it for helpdesk and hardware inventory.

良いポイント:

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

改善してほしい点:

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

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.

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

Web Help Desk simply put saves your bacon...

5.0 6 年前

良いポイント:

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.

改善してほしい点:

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.

Ryan
英国のIT Analyst
出版, 201~500人規模の会社
使用期間: 2年以上
投稿経路

Slow, buggy and an intense memory leak

2.0 5 年前

製品を使ってみた感想: We are using it to manage tickets across multiple sites.

良いポイント:

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

改善してほしい点:

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.

Muhammad
オマーンのIT Coordinator
電気・電子機器製造, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Its great Product and may change ITSM to the next level

3.0 7 年前

製品を使ってみた感想: ITSM made easy.

良いポイント:

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.

改善してほしい点:

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.

SolarWindsからの返信

7 年前

Glad you've found our ITSM capabilities to be to your liking. Your other suggestion regarding Ticket prefixes is most interesting. Have you published this as a feature request on our online community - THWACK?

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.

Dan
アメリカのOperations Manager, Integrated Technology
高等教育, 201~500人規模の会社
使用期間: 2年以上
投稿経路

Great product and very affordable.

5.0 7 年前

製品を使ってみた感想: It has been a very low cost, reliable solution that has helped us keep track of assets and help tickets. It also requires very little maintenance.

良いポイント:

Easy to use and administer. Low cost. Fairly customizable. Integrates with other Solarwinds products.

改善してほしい点:

The iOS app is not as useful as it could be. The app interface could use a makeover and it would be nice to have features like bar code scanning using the camera.

Christopher
アメリカのNetwork Engineer
使用期間: 2年以上
投稿経路

We have had the web helpdesk for about 2 years. Has made our live easier using this easy to use app.

4.0 7 年前

製品を使ってみた感想: Having to not worry about slowness and random errors that we got from our old in-house solution. Web HelpDesk is easy to setup and use.

良いポイント:

Easy to incorporate with AD. Easy to customize your own reports for management. I like how each user has the ability to modify there own dash board.

改善してほしい点:

The color an theme should be interchangeable. I wish there was a switchable color theme. For the most part that is it.

Dharmendra
インドのSystem Administrator
情報技術、情報サービス, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Good but need more improvements

4.0 5 年前

製品を使ってみた感想: it's nice and effective
WHD is perfect for beginners you can grab everything with it

良いポイント:

you can get each and every details while working on tickets easy to track the details who all work on the tickets and what has been done so far one of the best in the market

改善してほしい点:

need high RAM usage, you'll not enjoy if you don't have good amount of RAM on the server

Jerry
アメリカのIT Analyst II
紙および林産品, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

I'm an IT Analyst who uses the software to service support requests.

3.0 6 年前

製品を使ってみた感想: Greater level of detail included in helpdesk tickets. Ability for end users to enter their own helpdesk tickets without going through our offshore helpdesk team.

良いポイント:

The level of detail available for users to include when entering tickets. Though I don't have much experience on the administrative side of the software, it seems to be pretty flexible and robust in terms of configuration and customization.

改善してほしい点:

Lack of integration with other services, including other SolarWinds applications such as Alert Central.

Brian
アメリカのSysadmin Lvl1
使用期間: 2年以上
投稿経路

Powerful Config Options

4.0 7 年前

良いポイント:

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.

改善してほしい点:

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

Todd
アメリカのNetwork Specialist
情報技術、情報サービス, 11~50人規模の会社
使用期間: 1年以上
投稿経路

Great product

4.0 7 年前

製品を使ってみた感想: Helped us get away from email requests and the grab me in the hallway questions. We tell our staff to use this ticketing system.

良いポイント:

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.

改善してほしい点:

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.

Braedan
アメリカのIT Administrator
使用期間: 2年以上
投稿経路

Great Inventory and Ticketing System

5.0 6 年前

良いポイント:

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

改善してほしい点:

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.

Adam
アメリカのIT Purchasing Mgr
, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

simply works as expected!

5.0 7 年前

製品を使ってみた感想: Ease of use and time savings are the biggest thing. as previously stated, it just works!

良いポイント:

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.

Taylor
アメリカのHelpdesk Manager
使用期間: 1年以上
投稿経路

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

4.0 7 年前

良いポイント:

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

改善してほしい点:

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.

Jon
アメリカのSys Admin
使用期間: 2年以上
投稿経路

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

4.0 7 年前

良いポイント:

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

改善してほしい点:

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.

Jamie
アメリカのPrinciple
使用期間: 1年以上
投稿経路

Pretty simple helpdesk software if you are not looking to have many features

4.0 6 年前

良いポイント:

Easy to use, not much to it if you want something easy. Interface is easy to use and get around right off the bat so you don't waste time trying to figure things out.

改善してほしい点:

Not enough features to really be able to manage a large scale network. I used it with Activity Monitor and it seems like they need to focus a little more on the functionality on their software.