Email Ticketing System
Streamline email ticketing to optimize the employee service experience
Maximize efficiency with rule-based routing for rapid ticket resolution
When tickets arrive as emails, it’s critical that you have a tool in place to help capture, organize, prioritize, and route them as quickly as possible, without letting emails slip through the cracks.
SolarWinds® Web Help Desk (WHD) offers a sophisticated email ticketing system with a user-friendly interface for both employees and technicians. Users can easily request assistance using either the web interface or the email-to-ticket conversion option. Automated, rule-based routing helps ensure that email tickets are forwarded to the right team as soon as possible.
Convert emails to tickets with an intuitive setup
When an employee encounters an issue with their IT services, they can submit a ticket to your IT help desk to explain the nature of the incident. But for some users, sending a quick email is easier than filling out an official ticketing form. To save everyone time and hassle, Web Help Desk offers automated email-to-ticket conversion, so employee tickets and service requests can arrive as emails but translate directly into ticket templates. You can set up email accounts using several protocols, like Microsoft Exchange, POP, or IMAP.
Customize your email ticketing system
SolarWinds Web Help Desk offers a few ways to customize your email ticketing system to fully suit your needs. You can label emails as a specific request type to help with organization and set the frequency that WHD checks for new emails. In addition, you can specify email replies for incoming mail, to ensure employees know their tickets were received. As you proceed with ticket resolution, you can also use email to send ticket updates to employees.
Address tickets with specific templates for different members of the IT support team
Each member of your IT team plays a unique role in managing your infrastructure. That’s why Web Help Desk provides an intuitive escalation framework. Specific teams receive email tickets, but they can use WHD to quickly direct tickets to obtain different levels of IT assistance based on their urgency.
Web Help Desk also offers specific templates for the management level and for the technician level, so your service providers can create reports that are relevant to their unique roles. Reports can then be delivered to executives or to other team members via email.
Save time and hassle with a simple user interface, plus user training
Web Help Desk is designed to be a versatile ticketing solution that includes not just a streamlined email ticketing system but also a user-friendly ticketing interface that offers a few distinct advantages. When your employees submit tickets directly through the service portal, you can require specific details and route tickets to specific technicians. You can also customize your user interface with your own branding and distribute SolarWinds training materials in case your technicians need help navigating Web Help Desk.
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Streamline ticket resolution with an efficient email ticketing system
Web Help Desk