Web Help Desk
Web Help Desk is SolarWinds’ web-based system for handling IT support requests from internal and external clients.
What Web Help Desk is
Web Help Desk is SolarWinds’ web-based system for handling IT support requests from internal and external clients. It turns incoming email into tickets, routes them to technicians or work groups, and can assign or escalate tickets automatically. Subscriptions include automated asset discovery, links between hardware and tickets, lifecycle tracking, and software license management. Teams can publish FAQs and support articles in its searchable knowledge base. Reports and dashboards cover ticket activity, technician performance, customer satisfaction, billing, and request trends; configurable SLAs are also supported. Integrations with SolarWinds monitoring products can turn alerts into tickets, while Dameware Remote Support can launch sessions from a request or asset inventory. The product is self-hosted on the customer’s infrastructure and supports Windows Server, macOS, and specified Linux server systems. It offers a 14-day trial without a credit card, but no free plan. Annual plans are priced per technician and include unlimited end users; the listed 1–5 technician plan is $533 a year per technician. Subscriptions also include technical support, updates, and customer portal access.
Good
- Automatically routes, assigns, and escalates tickets.
- Subscriptions include asset discovery and lifecycle tracking.
- Searchable knowledge base supports end-user articles.
- Reports cover ticket activity and service trends.
- 14-day trial requires no credit card.
Watch out
- No free plan is listed.
- Self-hosted deployment runs in customer infrastructure.
- The 1–5 technician plan is $533 a year per technician.
Who it suits
It suits IT support teams that need ticket handling alongside asset tracking, end-user knowledge articles, and configurable SLAs. Organizations must be prepared to host it in their own infrastructure and choose a paid annual technician tier.
Verdict
Web Help Desk combines ticket workflows, asset management, reporting, and knowledge articles in a self-hosted service desk. Its paid annual plans and infrastructure requirements are important considerations before choosing it.
Plans and prices
From Web Help Desk's own pricing page, checked 23 Sep 2026.
| Plan | Price | What it gives you |
|---|---|---|
| 1–5 technicians | $533 a year | 1–5 technicians · Unlimited end users · Annual subscription; price per technician, per year. |
| 6–10 technicians | $524 a year | 6–10 technicians · Unlimited end users · Annual subscription; price per technician, per year. |
| 11–20 technicians | $517 a year | 11–20 technicians · Unlimited end users · Annual subscription; price per technician, per year. |
| 21–30 technicians | $507 a year | 21–30 technicians · Unlimited end users · Annual subscription; price per technician, per year. |
| 31–40 technicians | $492 a year | 31–40 technicians · Unlimited end users · Annual subscription; price per technician, per year. |
| 41–50 technicians | $473 a year | 41–50 technicians · Unlimited end users · Annual subscription; price per technician, per year. |
| 51–75 technicians | $444 a year | 51–75 technicians · Unlimited end users · Annual subscription; price per technician, per year. |
| 76–100 technicians | $417 a year | 76–100 technicians · Unlimited end users · Annual subscription; price per technician, per year. |
| 101–250 technicians | $389 a year | 101–250 technicians · Unlimited end users · Annual subscription; price per technician, per year. |
| Web Help Desk (251–500 technicians) | $357 a year | 251–500 technicians · unlimited end users · Annual subscription; $357 per technician per year |
| 251–500 technicians | $357 a year | 251–500 technicians · Unlimited end users · Annual subscription; price per technician, per year. |
| Web Help Desk (101–250 technicians) | $389 a year | 101–250 technicians · unlimited end users · Annual subscription; $389 per technician per year |
| Web Help Desk (76–100 technicians) | $417 a year | 76–100 technicians · unlimited end users · Annual subscription; $417 per technician per year |
| Web Help Desk (51–75 technicians) | $444 a year | 51–75 technicians · unlimited end users · Annual subscription; $444 per technician per year |
| Web Help Desk (41–50 technicians) | $473 a year | 41–50 technicians · unlimited end users · Annual subscription; $473 per technician per year |
| Web Help Desk (31–40 technicians) | $492 a year | 31–40 technicians · unlimited end users · Annual subscription; $492 per technician per year |
| Web Help Desk (21–30 technicians) | $507 a year | 21–30 technicians · unlimited end users · Annual subscription; $507 per technician per year |
| Web Help Desk (11–20 technicians) | $517 a year | 11–20 technicians · unlimited end users · Annual subscription; $517 per technician per year |
| Web Help Desk (6–10 technicians) | $524 a year | 6–10 technicians · unlimited end users · Annual subscription; $524 per technician per year |
| Web Help Desk (1–5 technicians) | $533 a year | 1–5 technicians · unlimited end users · Annual subscription; $533 per technician per year |
| 501+ technicians | $320 a year | 501+ technicians · Unlimited end users · Annual subscription; price per technician, per year. |
The facts
Each one read from Web Help Desk's own pages, with the date it was checked.
What it does
- Asset management
- Subscriptions include automated asset discovery, hardware-to-ticket linking, asset lifecycle tracking, and software license management.checked 8 Oct 2026
- Deployment
- Web Help Desk is a self-hosted, on-premises solution that runs in the customer's infrastructure.checked 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.checked 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.checked 8 Oct 2026
- Knowledge base
- Web Help Desk includes a searchable knowledge base for publishing FAQs and support articles for end users.checked 8 Oct 2026
- Purpose
- Web Help Desk is a web-based automated ticketing solution for managing IT support requests from internal and external clients.checked 8 Oct 2026
- Remote support
- The Dameware Remote Support integration can launch a remote session from a service request or IT asset inventory.checked 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.checked 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.checked 8 Oct 2026
- Support
- Subscriptions include SolarWinds technical support, product updates, and access to the online customer portal.checked 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.checked 8 Oct 2026
The company
- Founded
- 1999checked 28 Sep 2026
- Headquarters
- Austin, Texas, USAchecked 28 Sep 2026
Where it runs
- 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.checked 8 Oct 2026
Money
- Trial
- A full product trial is available for 14 days without a credit card.checked 8 Oct 2026
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