Description de Web Help Desk

Doté d'une interface web intuitive et un portail de centre de service, le logiciel Web helpdesk offre simplicité et automatisation en vue de rationaliser les services de cas d'assistance et la gestion des ressources informatiques. Bénéficiez d'une base de connaissances intégrée ainsi que de fonctionnalités de contrôle des modifications informatiques, d'alertes SLA, de reporting de performance, d'enquêtes auprès des clients, etc.

Qui utilise Web Help Desk ?

Administrateurs informatiques, techniciens de centre d'assistance, techniciens de centre de service, support technique.

Vidéo de Web Help Desk
Web Help Desk Logiciel - 1 Web Help Desk Logiciel - 2 Web Help Desk Logiciel - 3

Vous hésitez à choisir Web Help Desk ? Comparez-le à une autre option populaire

Web Help Desk

4,2 (112)
Web Help Desk
Indisponible dans votre pays
753,00 $US
unique
Version gratuite
Version d'essai gratuite
42
Intégrations introuvables
4,1 (112)
4,1 (112)
4,1 (112)
VS.
À partir de
Types de licence
Fonctionnalités
Intégrations
Facilité d'utilisation
Rapport qualité-prix
Service client
Tarification introuvable
Version gratuite
Version d'essai gratuite
108
19
4,5 (378)
4,5 (378)
4,5 (378)
Pourquoi ce message s'affiche-t-il ?

Alternatives à Web Help Desk

Sponsors
HaloITSM regroupe tout ce dont vous avez besoin en matière d'assistance informatique dans une seule solution centralisée. En savoir plus sur HaloITSM
Gérez facilement toutes vos activités de Help Desk avec cette solution informatique éprouvée. Vous trouverez tous les éléments essentiels dont vous avez besoin dans un seul tableau de bord. En savoir plus sur SysAid
Le centre de service JIRA est un nouveau logiciel de gestion de services que les équipes informatiques et commerciales aiment utiliser. En savoir plus sur JIRA Service Management
Logiciel de gestion de services conforme à l'ITIL avec tableau de bord des KPI permettant de suivre la charge de travail de chaque employé et d'attribuer des tâches efficacement. En savoir plus sur TOPdesk
Système de gestion des services informatiques pour lPME
Téléchargez gratuitement le logiciel d'assistance informatique pour les professionnels de l'informatique et les administrateurs système dans toutes les entreprises du monde entier. Les applications d'assistance et mobiles sont également gratuites.
EcholoN, la suite logicielle de gestion de service, constitue une solution complète pour les services, la prise en charge et le service client.
Une plateforme ITSM intelligente, intégrée et innovante certifiée ITIL 2011 pour les services, les actifs, la disponibilité et la gestion de projet.
C2 ATOM est un puissant logiciel de gestion des services informatiques en ligne, totalement adaptable à vos besoins en matière d’amélioration de la performance opérationnelle.
USU IT Service Management is a modular, fully ITIL-compliant software suite. It offers everything IT organizsations need.
Une plateforme SaaS qui propose la gestion des services d'entreprise grâce au routage automatisé, aux alertes, au suivi des interactions, etc.
Alloy Navigator est une solution réelle superbement conçue pour des clients réels, construite par des informaticiens réels comme vous.
L'outil d'automatisation des services professionnels nouvelle génération. Package PSA complet pour les sociétés commerciales et les entreprises spécialisées dans le logiciel.
VIZOR est une solution de suivi des problèmes d'assistance certifiée ITIL pour l'utilisateur final informatique et le support client. Essayez-le gratuitement dès maintenant.
La suite BOSS Solutions est une solution de gestion des ressources informatiques entièrement intégrée, disponible à la fois dans le cloud et sur site.
Deepser est une solution ITSM et ITAM complète développée pour optimiser les demandes d'assistance, les processus organisationnels et la gestion des actifs.
A ticket management and RMM solution helps in productivity and control of IT assets for service providers and internal
Canfigure est une solution modulaire de gestion des services et ressources des technologies de l'information basée sur les principes de l'ITL (Information Technology Infrastructure Library). Canfigure peut être déployée sur site ou hébergée dans le cloud.
Gagnez du temps tout en proposant des services plus rapides et plus intelligents. Faites le suivi de votre matériel, vos logiciels, vos contrats et vos licences dans une solution unique et simple.
Application de gestion des services informatiques de classe professionnelle, conçue pour les multinationales sur le principe de l'intégration et de la gestion des services.

Avis sur Web Help Desk

Note moyenne

Note globale
4,2
Facilité d'utilisation
4,1
Service client
4,1
Fonctionnalités
3,9
Rapport qualité-prix
4,1

Avis classés par taille de l'entreprise (nombre d'employés)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Trouver les avis classés par note

5
38%
4
44%
3
14%
2
3%
1
1%
Sergey
Sergey
Manager, Technology Infrastructure and Compliance (É.-U.)
Utilisateur LinkedIn vérifié
Hôtellerie, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Make your end user support structured

5,0 il y a 4 ans

Avantages :

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.

Inconvénients :

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.

Mohammad Naseer
IT manager (Afghanistan)
Relations gouvernementales, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Easy gor deployment and usage

5,0 il y a 4 semaines Nouveau

Commentaires : 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

Avantages :

Very easy to use and good managed system for daily tasks and solve th probelms of customers

Inconvénients :

Its so easy yo use and deploy and i havnt found any missing to write it here

Steve
Director of Business Systems (É.-U.)
, 501-1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Our experience with WHD has been ok to underwhelming

3,0 il y a 6 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de SolarWinds

il y a 6 ans

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.

Betsy
IT Support Services (É.-U.)
Enseignement supérieur, 501-1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Chatham University's use of Web Help Desk

4,0 il y a 4 mois

Commentaires : Overall, Web Help Desk was great to work with.
It was very user-friendly and had a lot of tools to get our everyday Help Desk job (ticket logging, working, resolution) done very efficiently.
We had a few issues customer-service-wise (not me personally, but co-workers had said they did), and the issue with duplicates in the asset tracking and management did end up creating problems.

Avantages :

I liked the easy and multiple ways to find a ticket (open or closed). I liked having the options for searching and the advanced search options. I liked being able to add images and documents to each comment. I loved being able to go in and edit individual comments.

Inconvénients :

We had the most problems with customer service and asset management.

Michael
Systems Administrator (É.-U.)
Services et technologies de l'information, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Effective but interface is dated

4,0 il y a 6 ans

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de SolarWinds

il y a 5 ans

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