Web Help Desk

Name

Web Help Desk

Legal name

SolarWinds Worldwide, LLC

Website

https://webhelpdesk.com

Company type

Private

Founded year

1999

Operating status

Operating

Headcount range

101–250 employees

Short description

Web Help Desk is a help desk ticketing and IT asset management software product owned by SolarWinds Worldwide, LLC, serving IT departments across SMB, enterprise, public sector, and education customers via subscription licensing and the SolarWinds channel.

Ownership category

akta.pro rank

Product category

IT Service Management Software

NAICS

Other Computer Related Services (541519), Computer Systems Design and Related Services (54151)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

IT Knowledge Management & Service Desk Platforms (HDAEALAH)

akta.pro secondary industry

Service Desk & Help Desk Services (BPAEAJAA)

Keywords

• IT service management
• Help desk ticketing
• IT asset management
• Incident tracking
• Change management

Headquarters

HQ city

Austin

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Software Subscription: Web Help Desk is sold as a subscription-based software product with pricing that supports unlimited end users. The product is available through SolarWinds' standard licensing model.

Pricing tiers

Go-to-market motion1 record

Distribution channels4 records

Marketing channels8 records

Core offering

Web Help Desk is a web-based IT service management software that helps IT departments and help desk teams streamline ticketing, incident tracking, SLA reporting, change management, and IT asset discovery and tracking. The product converts email requests into tickets automatically, integrates natively with Active Directory, LDAP, and SolarWinds monitoring tools, and supports unlimited end users on a single subscription. It is sold as an affordable alternative to enterprise ITSM platforms under the SolarWinds portfolio.

Product overview

Web Help Desk is a single, unified IT ticketing and asset management software product under the SolarWinds portfolio. It operates as a standalone affordable help desk solution that can integrate with other SolarWinds products including Dameware Remote Support (add-on for remote support capabilities), SolarWinds Service Desk (an AI-powered alternative ITSM product), and SolarWinds Observability products (for converting monitoring alerts into tickets). The product ecosystem also includes related offerings like Database Performance Analyzer that share integration capabilities for unified IT operations management.

Differentiator

Problem solved

Functional benefit

Brands

• Web Help Desk: Affordable Help Desk Ticketing and Asset Management Software - IT ticketing system with features including ticket management, incident tracking, SLA reporting, asset management, change management, and knowledge base functionality

Products and services

• Web Help Desk Affordable help desk ticketing and asset management software that simplifies IT support through streamlined ticketing management, incident tracking, SLA reporting, and automated asset discovery and tracking. Designed for IT departments and help desk teams in small businesses, enterprises, public sector, and education.

Quantifiable outcome

• Cost per incident for self-service resolution is less than half the cost of walk-up or phone-in incident resolution

Segments5 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration8 records

Feature8 records

Partnerships

Four partnerships are on record, tiered core.

• Active Directory / LDAPcoreTechnology or IntegrationNative integration with Microsoft Active Directory and LDAP protocols for accurate user authentication, asset association, and organizational structure management
• Dameware Remote SupportcoreTechnology or IntegrationIntegration with SolarWinds Dameware Remote Support software enables one-click remote support to end users, streamlining ticket resolution from service request to resolution
• SolarWinds Network Management and Server MonitoringcoreTechnology or IntegrationNative integration with SolarWinds network management and server monitoring software allows automatic conversion of node performance issues into service tickets
• IT Operations Management (ITOM) ToolscoreTechnology or IntegrationIntegration with ITOM tools unifies IT management and support by catching and addressing network, server, and application issues as they emerge

Scale indicators1 record

Recent moves5 records

Expansion highlights5 records

Direct peers

• SolarWinds Service Desk: SolarWinds' own AI-powered enterprise ITSM product sold alongside Web Help Desk. Most directly comparable as it shares the same parent, same target buyer (IT teams), and overlapping ticketing/asset/SLA features — making it both a sibling and internal substitute.
• ManageEngine ServiceDesk Plus: Long-standing ITSM platform from Zoho targeting SMB and mid-market with ticketing, asset management, and change management. Comparable on price-sensitive horizontal ITSM positioning, on-premise/cloud options, and broad feature scope.
• Freshservice: Freshworks' cloud-native ITSM suite serving SMB and mid-market with ticketing, asset management, and AI-powered automation. Directly comparable in target segment, PLG motion, and modern UX — and is a key head-to-head competitor.
• Jira Service Management: Atlassian's ITSM solution tightly integrated with Jira for dev/IT teams. Comparable on ticketing, change management, and asset management, with a similar DevOps/IT bridge angle; strong in mid-market and enterprise.
• Zendesk Support: Cloud-based ticketing and help desk platform widely used by IT and customer support teams. Comparable on ticketing workflow, automation, and SLA features; strong PLG and freemium motion in the SMB segment.
• SysAid: ITSM and help desk software with ticketing, asset management, and AI capabilities for mid-market and enterprise IT teams. Comparable horizontal positioning and feature scope, particularly around AI-driven ticket automation.
• Spiceworks Help Desk: Free, ad-supported help desk ticketing product historically popular with SMB IT teams. Comparable on the affordable ticketing/asset management niche, though Web Help Desk offers a more commercial, paid feature set.

Broad incumbents

• ServiceNow IT Service Management: Enterprise ITSM market leader with deep workflow, AI, and ESM capabilities. Comparable product category but at the high end of the market — Web Help Desk competes primarily for downmarket accounts that ServiceNow's pricing excludes.

Emerging players

• GoTo Resolve: Unified IT support platform combining help desk ticketing, remote support, and asset management. Comparable on the ticketing-plus-remote-support angle that mirrors Web Help Desk's Dameware integration.
• InvGate Service Desk: ITSM platform focused on mid-market with ticketing, asset management, and change management. Comparable on the affordable ITSM positioning and similar feature parity to Web Help Desk, with growing US presence.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat3 records

Key risks5 records

Key highlights6 records

Customer concentration

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Web Help Desk