SolarWinds Web Help Desk Free isn't actually a help desk itself. But it gives you the user the ability to run a help desk. Unlike some help desk software out there, this one doesn't cause headaches for its users so that they can actually help people.
Solar Winds Web Help Desk Free is firmly focussed on helping desk technicians solve client problems and organize that work across IT assets, reporting, and maintaining an easy to update and search knowledge base.
The SolarWinds Web Help Desk Free edition is a deceptively powerful piece of software. Most importantly it's intuitive to use, easy to navigate, and the interface is sleek and well designed. The inbuilt menus are also easy to use and understand, meaning your help desk operatives will spend more time resolving issues for your end-users.
- Incident and problem management.
- Easy to use.
- Sleek interface.
- Ticketing management.
- Built-in knowledge base.
- SLA management.
- Help Desk performance reporting.
Web Help can be run from one single, centralized help desk management Web interface, so you can now manage all your end-user trouble tickets and track service request lifecycle from ticket creation to resolution.
SolarWinds themselves have a proven track record when it comes to software, and that does show in this utility.
The service request and self-service portal for end-users is straightforward and well thought out. It also features fully automated ticket routing and assignment allocation based on your specific needs. As well as this it has an Active Directory and uses LDAP authentication. SolarWinds Web Help Desk Free is available for Windows, Mac, and even Linux.
A really nice feature is the way SolarWinds Web Help Desk allows administrators to create and update a knowledge base and frequently asked questions (FAQ) section that clients can access (to see if their problem has already been solved). You can also build an internal-only knowledge repository for technicians to consolidate and internally share content to help them troubleshoot and resolve recurring issues, which is nice.
Overall, SolarWinds Help Desk Free is the perfect lightweight help desk tool that is easy to use and scalable with your business. The free version featured here does lack some of the more advanced features such as automated IT asset discovery and the option for customer feedback surveys, but there are no limitations with the features that do come with the free version.