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DATASHEET

SOLARWINDS WEB HELP DESKFULLY INTEGRATED TICKETING & IT ASSET MANAGEMENT SOFTWARE

SolarWinds ® Web Help Desk ®

help desk admins. With built-in ticketing management, asset management, change management,

and knowledge base capabilities, you can centralize and automate your help desk tasks and

improve customer support and satisfaction. Web Help Desk integrates with SolarWinds network

monitoring, server monitoring, and remote support software for faster IT troubleshooting.

“After trialing several help

desk solutions we settled

with Web Help Desk which

has proved far and away the

best solution to our global IT

support needs.”

– Roddy Campbell, Group IT Manager,

Caledonian Alloys Limited

WEB HELP DESK AT A GLANCE

»

» Automates ticketing management with rule-based routing & escalation, real-time tracking,

and alerts

» Automated IT asset management for tracking and managing the lifecycle of hardware &

software assets

» O�ers built-in knowledge base for self-resolution of issues, and automation of change

management

»

IT assets

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DATASHEET: SOLARWINDS WEB HELP DESK

FEATURE HIGHLIGHTS

& automate help desk tasks for IT technicians. Whether you are running IT support in a small or

Centralize, Streamline & Automate Ticketing ManagementWeb Help Desk is an easy-to-use ticketing management software that automates help desk

ticketing tasks to simplify ticket creation, routing, escalation, and management.

Automated IT Asset Discovery & IT Asset ManagementWeb Help Desk is an IT asset management product that enables you to automatically discover

your software and hardware assets, and manage asset assignments, history, and associated

service requests, all from a single user-friendly Web console.

Help Desk Knowledge ManagementWeb Help Desk includes a built-in extensive, searchable, and easy-to-use knowledge base for

technician knowledge management and for promoting self-resolution options to end-users and

help reduce the number of in-bound service requests.

SolarWinds Web Help Desk ® software delivers a simple and automated process for managing and

approval to multiple approval levels.

Simplify Incident & Problem Management

IT Project Management & Business Process Automation

projects such as new infrastructure setup or migration.

Help Desk Performance ReportingWeb Help Desk software provides numerous help desk reports to monitor technician performance

and ticket status, as well as track customer support needs by location, real-time billing data, and

incidence frequency.

SLA Tracking & ManagementPrevent your SLAs from falling through the cracks. Web Help Desk ensures that you maintain all

Leverage Existing Active Directory & LDAP InfrastructureWeb Help Desk software empowers you to discover and import help desk client account

information from your existing Microsoft ® Active Directory ® (AD) and LDAP directories.

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DATASHEET: SOLARWINDS WEB HELP DESK

Web Help Desk Mobile® iPhone ® & iPad ® to support

FIPS 140-2 Compatibility and SecurityWeb Help Desk enhances security by enabling FIPS-mode SSL connections for data in transfer. It also

supports FIPS 140-2 compatible cryptography in IT environments that require high security standards.

INTEGRATION WITH SOLARWINDS IT MANAGEMENT SOFTWARE

Help Desk Integration with Network Management & Server Monitoring SoftwareWeb Help Desk integrates with SolarWinds Network Performance Monitor (NPM), Server

& Application Monitor (SAM), and Network Con�guration Manager (NCM) enabling you to

issues, and critical application faults directly into help desk tickets, and assign them to appropriate

IT team for faster troubleshooting.

Remote Desktop Access Connectivity from Web Help Deskbuilt-in integration for DameWare Remote Support software

which empowers you to directly launch a remote control session with the end-user computer

from help desk trouble tickets and IT asset inventory.

SYSTEM REQUIREMENTSHardware Minimum Requirements

CPU Dual Core, 2.0 GHz or faster

Memory 3 GB (Add 1 GB for every 10 additional technicians)

Hard Drive 20 MB

Software Minimum Requirements

Operating System Licensed Version supported on:

» Windows Server ® 2003 (32-bit), 2008 (32/64-bit), 2008 R2 (64-bit), 2012 (64-bit), 2012 R2 (64-bit)

» Mac OS ® X 10.8 through 10.10.2, iOS ® and Mobile iOS 7, 8

» CentOS™ 6.5, 7.0

» Red Hat ® Linux ® 6.5

» Fedora ® 20, 21

» VMware ® vSphere™ and Microsoft ® Hyper-V ®

Free Trial/Evaluation Version also supported on: Windows XP, Windows

Vista, Windows 7 and Windows 8

Database Web Help Desk uses an embedded PostgreSQL ® database as its

standard database.

Web Help Desk also supports:

» MySQL ® 5.6

» Microsoft SQL Server ® 2008 R2 SP3, 2012 SP1, and 2014

» PostgreSQL 9.2, 9.3.2 and 9.4

©2015 SolarWinds, Inc. All rights reserved. Web Help Desk®, SolarWinds® and the SolarWinds logo are among the trademarks or registered trademarks of the company in the United States and/or other countries. All other trademarks are property of their respective owners.

For local region free consultancy and project requirement, please feel free to contact E-SPIN nearest businessand support center at info@e-spincorp.com

DATASHEET: SOLARWINDS WEB HELP DESK

ABOUT SOLARWINDS

®

SolarWinds

worldwide. Focused exclusively on IT Pros, we strive to eliminate the complexity in IT management

software that many have been forced to accept from traditional enterprise software vendors.

SolarWinds delivers on this commitment with unexpected simplicity through products that are

problem on any scale. Our solutions are rooted in our deep connection to our user base, which

interacts in our online community, thwack

®

, to solve problems, share technology and best

practices, and directly participate in our product development process.

.

LOCAL REGION REPRESENTATIVE CONTACTE-SPIN Group of Companies (Business Centre strategic presence across the region)E-SPIN SDN. BHD. (714753-U) (GST No: 001328111616)E-SPIN INTERNATIONAL LIMITED 億轉國際有限公司 (1970945)E-SPIN INTERNATIONAL PTE. LTD. (201312412W)

Malaysia (cover Malaysia & Brunei)No. 21-2, Jalan PJU 8/3B,Perdana Business Centre,Damansara Perdana47820 Petaling Jaya, SelangorMalaysiaTel: +603 2168 3687, +603 7728 2866, +6012 226 8998Fax: +603 7725 4757

Hong Kong (cover Hong Kong, Macau, Taiwan, Japan, Korea and International Trade) Hong Kong IslandRoom 1104, Crawford House, 70 Queen Road Central, Central, Hong Kong香港中環皇后大道中70號, 卡佛大廈1104室香港Tel: +852 2165 4773Fax: +852 3182 5473

Singapore (cover Singapore and International Trade)10 Anson Road#26-10 International PlazaSingapore 079903Tel: +65 3158 2203Fax: +65 6338 6311

China (cover Greater China Region, Mongolia)15/F L`Avenue, 99 Xianxia Road, Chang Ning District, Shanghai 200051 China邮编200051 上海市 长宁区 仙霞路99号 尚嘉中心15层中国Tel: +86 10 58320424

IndonesiaOffice 8, Level 18-A, Jalan Jend Sudirman Kav. 52-53Sudirman Central Business District (SCBD)Jakarta SelatanDaerah Khusus Ibukota Jakarta 12190IndonesiaTel: +6221 2960 8334Fax: +6221 2960 8335

Philippines (cover Philippines, Guam & Palau)Penthouse Level, Mavenue Building,7844 Makati Avenue,Makati City, Metro Manila,1209 PhilippinesTel: +63 (2) 9170256Fax: +63 (2) 917 0257

Thailand (cover Thailand, Myanmar (Burma) / Indochina - Vietnam, Cambodia & Laos)195 Unit 4703, 47th Floor, Empire Tower, South Sathorn Road, Yannawa, Sathorn, Bangkok 10120Thailandเลขที่ 195 ชั้น 47 ห้องเลขที่ 4703อาคารเอ็มไพร์ ทาวเวอร์ ถ.สาทรใต้ แขวงยานนาวา เขตสาทร กทม. 10120ประเทศไทยTel: +66 60 002 4168