Help Desk Ticketing System

with Web Help Desk

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Fully Functional for 30 Days

Unorganized and isolated help desk operations delay troubleshooting and customer support

Web Help Desk centralizes and automates ticketing management tasks and improves customer support

  1. Automated ticketing management

    Automate ticket assignment, routing, and escalation to the right technician at the right time.

  2. Simplified incident and problem management

    Link associated issues in parent-child relationships for improved ticket organization, tracking, and reference.

  3. Built-in reporting and performance monitoring

    Comprehensive reporting engine helps measure key performance metrics and customer satisfaction factors at a glance.

  4. Integration with SolarWinds performance monitoring tools

    Built-in integration with SolarWinds tools helps you directly convert network and server node failures into tickets.

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1 Automated ticketing management

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1 Automated ticketing management

Web Help Desk allows you to automate key help desk ticketing management tasks, including ticket assignment, routing, and escalation. It helps you save time and manual efforts, and improves your help desk productivity. Web Help Desk enables you to:


  • Automatically convert email requests into help desk tickets.
  • Create rules for ticket routing and manage tasks between multiple departments.
  • Associate problem tickets with IT assets and track the history of asset service requests and complaints.
  • Send email and SMS text message alerts when tickets are unattended or unassigned.
DOWNLOAD FREE TRIAL EMAIL LINK TO FREE TRIAL Fully functional for 30 days
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2 Simplified incident and problem management

http://www.solarwinds.com/-/media/solarwinds/swdc/products/web-help-desk/parent-child_ticketing.ashx

2 Simplified incident and problem management

Web Help Desk lets you link unlimited incident tickets (children) to a single problem ticket (parent) for better organization and quick reference. Closing the problem ticket automatically closes the corresponding incident tickets, and sends out appropriate notifications. You can also associate end-users and assets to incident and problem tickets to see a running history of all service requests for a given asset or end-user.

This parent-child ticketing feature enables you to manage tickets from multiple departments and various hierarchies more efficiently.

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3 Built-in reporting and performance monitoring

http://www.solarwinds.com/-/media/solarwinds/swdc/products/web-help-desk/help-desk-reporting.ashx

3 Built-in reporting and performance monitoring

Web Help Desk offers a built-in comprehensive reporting engine to generate charts and reports for your various performance measurement needs.

  • At a supervisor/lead technician/help desk manager level, you can generate reports on technician performance and customer satisfaction indicators.
  • At a technician/help desk staff level, you can generate reports on ticket status, alerts, and issue resolutions.
  • You can also create custom reports based on your organization's specific requirements.
  • Scheduling automatic delivery of reports via email is an added advantage.
DOWNLOAD FREE TRIAL EMAIL LINK TO FREE TRIAL Fully functional for 30 days
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4 Integration with SolarWinds Performance Monitoring tools

http://www.solarwinds.com/-/media/solarwinds/swdc/products/web-help-desk/solarwinds-help-desk-integration.ashx

4 Integration with SolarWinds Performance Monitoring tools

Web Help Desk directly integrates with SolarWinds network management and server monitoring tools, enabling you to automatically convert network and server node failure, device/interface performance and configuration issues, and critical application faults directly into help desk tickets. With Web Help Desk, you can:

  • Convert node performance issues in SolarWinds Network Performance Monitor, Server & Application Monitor, and Network Configuration Manager into service tickets.
  • Simplify network trouble ticket resolution by receiving network and server node alerts.
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"We are more than satisfied with our decision to purchase Web Help Desk. It has every feature that we require in our particular environment. It is simple to use, fully customizable, and integrates with several other SolarWinds products."
Matthew Kaczmarski
IT Manager
Carmike Cinemas, Inc

Automated Help Desk IT Ticketing System

Web Help Desk
  • Good end-user support means staying on top of customer satisfaction and how your team performs.

  • Managing the use, availability, and health of IT assets, and tracking this over time, is a major undertaking, especially as your business’ IT footprint grows.

  • Checks and balances makes service management feasible.

Starts at $695 No monthly fees, support unlimited users
DOWNLOAD FREE TRIAL EMAIL LINK TO FREE TRIAL Fully functional for 30 days
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