This is more than just a facelift—it reflects our continued investment in strengthening the security, resilience, and reliability of Web Help Desk in light of the evolving threat landscape and recent security learnings.
Why the Change? Building a Foundation for Growth
Our goal was to break free from the restrictions of legacy technology. By migrating to a state-of-the-art technology stack, we haven’t just improved the software for today; we’ve unlocked the ability to deliver feature enhancements faster and more reliably than ever before.
By removing previous architectural limitations, we have opened the door to continuous innovation and a high-velocity roadmap.
Available Now: A Reimagined User Experience
Starting this month, you will see the immediate benefits of this modernization:
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- A Modern, Responsive Interface: We’ve overhauled the UI to be cleaner and more intuitive. As seen in the new Approvals and Request dashboards, the design is optimized for scalability and efficiency, reducing visual clutter so your team can focus on resolving tickets.
- Smoother Navigation: The user experience now feels contemporary and fluid, enabling your agents to navigate between Assets, FAQs, and Tickets with greater ease.
- Fortified Security: We have hardened the backend framework to address vulnerabilities and help ensure your help desk environment meets modern security standards.
For more information, see the full release notes here.
Coming Soon: A High-Impact Roadmap
This architectural upgrade was the key to unlocking the features you have been asking for. With the new foundation in place, here is what will follow soon:
- Multi-Tab Support: Stop jumping back and forth between screens. You will soon be able to work on multiple tickets simultaneously within the application.
- Rich Text Notes: Improve documentation clarity with the ability to add detailed, formatted notes to your tickets.
- Next-Gen Integrations: We plan to work on connecting your help desk with the tools your team uses most, starting with Microsoft Teams, Slack, and Dameware® Remote Support.
- Performance at Scale: Expect faster load times and better responsiveness, even in large-scale deployments.
Looking Ahead Long-Term: Our Vision for a Mobile, Intelligent Help Desk
Beyond the immediate roadmap, we are committed to evolving Web Help Desk into a tool that is mobile-first, data-driven, and powered by intelligent automation. Here is a closer look at the long-term innovations we are developing:
- Enhanced Mobile Experience (iOS & Android): We are significantly upgrading the mobile experience to support technicians on the move. This includes a revamped iOS interface with improved navigation and streamlined ticket workflows, alongside the introduction of native Android support. These updates will allow technicians to manage tickets, approvals, and tasks from the world’s most widely used mobile platforms, reducing resolution times.
- Smarter Dashboards & Reporting: We are modernizing the visualization layer to provide deeper insights through faster, interactive charts. Expect a cleaner UI for tracking critical metrics such as SLA performance, ticket volume, workload distribution, and category trends. We are also adding flexible export options to support audits, leadership reporting, and operational reviews.
- AI-Generated Ticket Summaries: Managing long or complex ticket threads is becoming dramatically easier. We are developing AI-powered summarization that instantly condenses conversations into clear overviews. These summaries will automatically highlight key actions, user comments, troubleshooting steps, and pending items, giving technicians instant context when picking up or escalating a ticket.
Take the Next Step
These improvements aren’t just cosmetic; they empower your team to work more effectively, communicate better, and keep your environment secure. We are excited to bring you into this new era of SolarWinds Web Help Desk.
This article contains forward-looking statements regarding future product plans and development efforts. SolarWinds considers various features and functionality prior to any final generally available release. Information in this article regarding future features and functionality is not and should not be interpreted as a commitment from SolarWinds that it will deliver any specific feature or functionality in the future or, if it delivers such feature or functionality, any time frame when that feature or functionality will be delivered. All information is based upon current product interests, and product plans and priorities can change at any time. SolarWinds undertakes no obligation to update any forward-looking statements regarding future product plans and development efforts if product plans or priorities change.
