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Web Help Desk
Austin, Texas, USA
What it is
Web Help Desk is SolarWinds’ web-based system for handling IT support requests from internal and external clients. It converts incoming email into tickets, routes tickets to technicians or work groups, and can assign or escalate them automatically. Subscriptions include asset discovery, hardware-to-ticket links, asset lifecycle tracking, and software license management. A searchable knowledge base supports publishing FAQs and end-user articles. Reports and dashboard widgets cover ticket activity, technician performance, customer satisfaction, billing data, and request trends; configurable SLAs are also available. Integrations with SolarWinds monitoring products can surface alerts and create tickets, while Dameware Remote Support can launch sessions from requests or asset inventory. The product is self-hosted on customer infrastructure. Listed server options include Windows Server, macOS, and specified Linux systems. Subscriptions include technical support, product updates, and customer portal access. There is no free plan, but a 14-day trial is available without a credit card. Annual plans are priced per technician; the 1–5 technician tier is $533 a year per technician, and larger tiers have different listed rates.
For and against
For
- Incoming email requests can become tickets.
- Includes automated asset discovery and lifecycle tracking.
- Knowledge base supports FAQs and end-user articles.
- A 14-day trial requires no credit card.
Against
- There is no free plan.
- Deployment is self-hosted on customer infrastructure.
- Plans are annual and priced per technician.
The verdict
Web Help Desk combines service ticket workflows with asset tracking, reporting, and self-service resources. Its self-hosted deployment and technician-based annual pricing are important considerations before choosing it.
Who it suits
Web Help Desk suits IT teams that need ticket routing, asset management, a knowledge base, and configurable SLAs in a self-hosted system. It is intended for organizations able to select an annual plan based on technician count.
Plans and prices
1–5 technicians
1–5 technicians · Unlimited end users
Read 23 Sep 2026 · solarwinds.com
6–10 technicians
6–10 technicians · Unlimited end users
Read 23 Sep 2026 · solarwinds.com
11–20 technicians
11–20 technicians · Unlimited end users
Read 23 Sep 2026 · solarwinds.com
21–30 technicians
21–30 technicians · Unlimited end users
Read 23 Sep 2026 · solarwinds.com
31–40 technicians
31–40 technicians · Unlimited end users
Read 23 Sep 2026 · solarwinds.com
41–50 technicians
41–50 technicians · Unlimited end users
Read 23 Sep 2026 · solarwinds.com
51–75 technicians
51–75 technicians · Unlimited end users
Read 23 Sep 2026 · solarwinds.com
76–100 technicians
76–100 technicians · Unlimited end users
Read 23 Sep 2026 · solarwinds.com
101–250 technicians
101–250 technicians · Unlimited end users
Read 23 Sep 2026 · solarwinds.com
On the record
- Asset management
- Subscriptions include automated asset discovery, hardware-to-ticket linking, asset lifecycle tracking, and software license management.solarwinds.com · read 8 Oct 2026
- Deployment
- Web Help Desk is a self-hosted, on-premises solution that runs in the customer's infrastructure.solarwinds.com · read 8 Oct 2026
- Email and directory support
- The product documentation describes incoming email support for Gmail and Microsoft 365 and integration with Active Directory and LDAP.documentation.solarwinds.com · read 8 Oct 2026
- Integrations
- It integrates with SolarWinds Network Performance Monitor, Network Configuration Manager, and Server & Application Monitor to surface alerts and create tickets automatically.solarwinds.com · read 8 Oct 2026
- Knowledge base
- Web Help Desk includes a searchable knowledge base for publishing FAQs and support articles for end users.solarwinds.com · read 8 Oct 2026
- Purpose
- Web Help Desk is a web-based automated ticketing solution for managing IT support requests from internal and external clients.documentation.solarwinds.com · read 8 Oct 2026
- Remote support
- The Dameware Remote Support integration can launch a remote session from a service request or IT asset inventory.solarwinds.com · read 8 Oct 2026
- Reporting and SLAs
- Built-in reports and dashboard widgets cover ticket activity, technician performance, customer satisfaction, billing data, and request trends, and the product supports configurable SLAs.solarwinds.com · read 8 Oct 2026
- Security
- The documentation describes HTTPS, HSTS, and FIPS cryptography support, with HTTPS enabled by default in Web Help Desk 12.7.1 and later and FIPS disabled by default.documentation.solarwinds.com · read 8 Oct 2026
- Server platforms
- The current installation guide lists Windows Server 2016, 2019, 2022, or 2025; macOS 13 or later; and Red Hat Enterprise Linux 9+ or CentOS Stream 9+ as supported server operating systems.documentation.solarwinds.com · read 8 Oct 2026
- Support
- Subscriptions include SolarWinds technical support, product updates, and access to the online customer portal.solarwinds.com · read 8 Oct 2026
- Ticket workflows
- It can convert incoming email requests into tickets, route tickets to technicians or work groups, and automatically assign or escalate tickets.documentation.solarwinds.com · read 8 Oct 2026
- Trial
- A full product trial is available for 14 days without a credit card.solarwinds.com · read 8 Oct 2026
