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Web Help Desk
solarwinds.com
What it is
Web Help Desk is a web-based ticketing system for IT support requests from internal and external clients. It can turn incoming email into tickets, route work to technicians or groups, and assign or escalate tickets automatically. Subscriptions include asset discovery, links between hardware and tickets, lifecycle tracking, and software license management. A searchable knowledge base supports end-user FAQs and support articles. Reports and dashboard widgets cover ticket activity, technician performance, customer satisfaction, billing data, and request trends, with configurable SLAs. Integrations with SolarWinds Network Performance Monitor, Network Configuration Manager, and Server & Application Monitor can surface alerts and create tickets. The Dameware Remote Support integration can launch a remote session from a request or asset inventory. Email support includes Gmail and Microsoft 365, and directory integration includes Active Directory and LDAP. Web Help Desk is self-hosted in the customer's infrastructure; supported server systems include specified Windows Server, macOS, and Linux versions. Subscriptions include technical support, product updates, and online customer portal access. There is no free plan, but a full product trial lasts 14 days and does not require a credit card. Annual plans are priced per technician, with unlimited end users: the 1–5 technician tier is $533 a year per technician, and the listed 251–500 tier is $357 a year per technician.
Spec sheet
- Purpose
- Web Help Desk is a web-based automated ticketing solution for managing IT support requests from internal and external clients.Read 8 Oct 2026 · documentation.solarwinds.com
- Deployment
- Web Help Desk is a self-hosted, on-premises solution that runs in the customer's infrastructure.Read 8 Oct 2026 · solarwinds.com
- Trial
- A full product trial is available for 14 days without a credit card.Read 8 Oct 2026 · solarwinds.com
- Integrations
- It integrates with SolarWinds Network Performance Monitor, Network Configuration Manager, and Server & Application Monitor to surface alerts and create tickets automatically.Read 8 Oct 2026 · solarwinds.com
- 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.Read 8 Oct 2026 · documentation.solarwinds.com
- Support
- Subscriptions include SolarWinds technical support, product updates, and access to the online customer portal.Read 8 Oct 2026 · solarwinds.com
- Headquarters
- Austin, Texas, USARead 28 Sep 2026 · solarwinds.com
- Founded
- 1999Read 28 Sep 2026 · solarwinds.com
- Asset management
- Subscriptions include automated asset discovery, hardware-to-ticket linking, asset lifecycle tracking, and software license management.Read 8 Oct 2026 · solarwinds.com
- Email and directory support
- The product documentation describes incoming email support for Gmail and Microsoft 365 and integration with Active Directory and LDAP.Read 8 Oct 2026 · documentation.solarwinds.com
- Knowledge base
- Web Help Desk includes a searchable knowledge base for publishing FAQs and support articles for end users.Read 8 Oct 2026 · solarwinds.com
- Remote support
- The Dameware Remote Support integration can launch a remote session from a service request or IT asset inventory.Read 8 Oct 2026 · solarwinds.com
- 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.Read 8 Oct 2026 · solarwinds.com
- 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.Read 8 Oct 2026 · documentation.solarwinds.com
- Ticket workflows
- It can convert incoming email requests into tickets, route tickets to technicians or work groups, and automatically assign or escalate tickets.Read 8 Oct 2026 · documentation.solarwinds.com
Plans and prices
1–5 technicians $533 a year Annual subscription; price per technician, per year. 1–5 technicians · Unlimited end users Read 23 Sep 2026 · solarwinds.com
6–10 technicians $524 a year Annual subscription; price per technician, per year. 6–10 technicians · Unlimited end users Read 23 Sep 2026 · solarwinds.com
11–20 technicians $517 a year Annual subscription; price per technician, per year. 11–20 technicians · Unlimited end users Read 23 Sep 2026 · solarwinds.com
21–30 technicians $507 a year Annual subscription; price per technician, per year. 21–30 technicians · Unlimited end users Read 23 Sep 2026 · solarwinds.com
31–40 technicians $492 a year Annual subscription; price per technician, per year. 31–40 technicians · Unlimited end users Read 23 Sep 2026 · solarwinds.com
41–50 technicians $473 a year Annual subscription; price per technician, per year. 41–50 technicians · Unlimited end users Read 23 Sep 2026 · solarwinds.com
51–75 technicians $444 a year Annual subscription; price per technician, per year. 51–75 technicians · Unlimited end users Read 23 Sep 2026 · solarwinds.com
76–100 technicians $417 a year Annual subscription; price per technician, per year. 76–100 technicians · Unlimited end users Read 23 Sep 2026 · solarwinds.com
101–250 technicians $389 a year Annual subscription; price per technician, per year. 101–250 technicians · Unlimited end users Read 23 Sep 2026 · solarwinds.com
251–500 technicians $357 a year Annual subscription; price per technician, per year. 251–500 technicians · Unlimited end users Read 23 Sep 2026 · solarwinds.com
Web Help Desk (251–500 technicians) $357 a year Annual subscription; $357 per technician per year 251–500 technicians · unlimited end users Read 8 Oct 2026 · solarwinds.com
Web Help Desk (101–250 technicians) $389 a year Annual subscription; $389 per technician per year 101–250 technicians · unlimited end users Read 8 Oct 2026 · solarwinds.com
Strong points and limits
Strong points
- Automatically routes, assigns, or escalates tickets
- Subscriptions include asset discovery and lifecycle tracking
- Searchable knowledge base for end users
- Configurable SLAs and built-in reports
- 14-day trial without a credit card
Limits
- No free plan
- Self-hosted deployment requires customer infrastructure
- Annual pricing is per technician
Who it suits
Web Help Desk suits IT teams that need ticket routing alongside asset tracking, a knowledge base, configurable SLAs, and reporting. It is aimed at organizations able to host the system themselves and select an annual tier by technician count.
Verdict
Web Help Desk combines ticket workflows with asset management and support tools in a self-hosted product. Its per-technician annual pricing and infrastructure requirement are important considerations before a trial.
Where Specifiction places it
- IT SLA Management Software#28 of 507.9
- IT Help Desk Software#34 of 497.9
- IT Ticketing Systems#19 of 267.9
