IT Ticketing Software
Get the tools you need to resolve issues with greater efficiency
Resolve issues faster with an omnichannel IT ticketing solution
SolarWinds® Service Desk is an IT ticketing solution using machine learning and artificial intelligence to capture, organize, manage, and automate tickets, giving you the information you need to resolve issues quickly while keeping your incident management solutions simple and effective. By taking an IT service management (ITSM) approach to tracking tickets and events within a single platform, your assets, configurations, and other critical information will seamlessly flow together.
A centralized platform for ticket input, organization, and management
Service Desk is designed to centralize employee requests coming from various mediums, including emails, phone calls, walk-ups, and the service portal. From there, you can easily link tickets with associated problems or upcoming changes and escalate tickets to the right technician. At the same time, Service Desk is designed for company-wide visibility, allowing employees to retain insight into ticket statuses, comment on their tickets, and complete related tasks.
Streamline the ticketing process with a dashboard designed for visibility
The SolarWinds Service Desk dashboard is designed to offer technicians a real-time snapshot of the ticketing process. You can easily build and share dashboards showing critical metrics and straightforward scheduling with your team. The Service Desk dashboard features help provide clarity throughout the ticketing process, so your team can minimize interruptions and help ensure business productivity.
Use powerful ticketing automation to save time and effort
Time is one of your most valuable resources, and Service Desk gives you the tools to effectively resolve issues as fast as possible. Service Desk is designed to use the speed and processing power of artificial intelligence to take care of time-consuming routine operations, and it even provides recommendations to help you quickly consolidate and resolve similar outstanding tickets. Set up automatic notifications to help ensure you never miss a pressing issue.
Get More on Ticketing Software
Do you find yourself asking…
IT ticketing systems give technicians the tools they need to handle requests for a range of IT issues. The right system makes it easier to capture data on a service issue as a “ticket”, so you can more easily manage the processes of organizing, escalating, and resolving it.
An IT ticketing system offers service desk teams several significant benefits. Ticketing software can sort incoming service tickets by category quickly, accurately, consistently, and in a meaningful way. It can also provide staff with greater visibility into shared or repeated issues, which can ultimately lead to faster ticket resolution times. Tickets can be assigned to team members or escalated to senior staff if the next tier of support is needed, which helps prevent tickets requiring time and attention from clogging the pipeline.
Consistent categorization also enables IT departments to generate reports based on various metrics to track department performance, demonstrate compliance with industry standards, show the effectiveness of the services they provide, and configure which factors are monitored to maximize effectiveness.
Ticketing software typically includes additional functionalities, including notification systems designed to alert help desk staff about still-open issues (ensuring nothing gets overlooked or forgotten) and self-service interfaces, which allow end users to enter their issues into the ticketing software system. This enables the technicians to gather the information they need up front and efficiently categorize tickets while giving end users the ability to track the progress of their issues without having to contact the help desk for updates.
IT ticketing systems give technicians the tools they need to handle requests for a range of IT issues. The right system makes it easier to capture data on a service issue as a “ticket”, so you can more easily manage the processes of organizing, escalating, and resolving it.
An IT ticketing system offers service desk teams several significant benefits. Ticketing software can sort incoming service tickets by category quickly, accurately, consistently, and in a meaningful way. It can also provide staff with greater visibility into shared or repeated issues, which can ultimately lead to faster ticket resolution times. Tickets can be assigned to team members or escalated to senior staff if the next tier of support is needed, which helps prevent tickets requiring time and attention from clogging the pipeline.
Consistent categorization also enables IT departments to generate reports based on various metrics to track department performance, demonstrate compliance with industry standards, show the effectiveness of the services they provide, and configure which factors are monitored to maximize effectiveness.
Ticketing software typically includes additional functionalities, including notification systems designed to alert help desk staff about still-open issues (ensuring nothing gets overlooked or forgotten) and self-service interfaces, which allow end users to enter their issues into the ticketing software system. This enables the technicians to gather the information they need up front and efficiently categorize tickets while giving end users the ability to track the progress of their issues without having to contact the help desk for updates.
Resolve issues faster with IT ticketing software
Service Desk
Increase operational visibility by keeping ticketing in a unified platform.
Manage service tickets and ITSM from the same platform.
Reduce busywork with powerful automation tools for organizing and escalating tickets.