Help Desk Management Software

Help desk management software is a tool to address customer tickets, perform other help desk processes, manage internal help desk workflows, and streamline productivity. To optimize help desk performance, help desk management software can also help you automate many incident management processes.

A central component of any help desk is the ticketing process. When an employee submits a ticket, a help desk receives the ticket, and the request should then be routed to the proper technician to resolve the issue as quickly as possible.

Help desk management software can also help teams more easily prioritize and strategize how to tackle tickets by offering automated tools for escalation, customizable alerts, and other critical capabilities.

At each step of the ticket life cycle, ticketing management software can reduce average support ticket response time and improve the accuracy of your services by helping streamline the following processes:

• Submitting tickets: Collecting ticket submissions from different sources can lead to confusion and inefficiency. Help desk management software allows you to receive tickets in a unified format, even if they are initially submitted in different ways. Help desk management software can automatically convert employee emails to standardized tickets in addition to receiving requests in the ticket submission portal.
• Escalation: Escalating tickets to the appropriate technician can be necessary to optimize your IT services. Help desk management software allows you to automatically escalate tickets based on issue area, geographic location, and more. If you need to escalate manually, you can also do so with just one click.
• Resolving problems: When an issue escalates to a problem, help desk management software can allow you to more easily identify and group related incidents to a parent ticket quickly and easily. When a problem is resolved, you can mark its subsidiary incidents as resolved at the same time.

Overall, help desk software can allow you to minimize human error in ticket management by automating ticket tracking, SLA management, expenses tracking, and more.

Help desk management software allows you to save money in several different ways. The first, and perhaps most obvious, is that help desk software helps you save time. By making your ticketing process more efficient, you can service more employee issues faster, and maximize your billable hours.

With comprehensive service reports, help desk software allows you to understand your business successes and shortcomings. For a keen view of client satisfaction, productivity, and other success metrics, help desk reporting allows you to analyze and improve your business model.

In the long term, help desk software helps you improve your brand—and that’s good for business, too. When your services are timely, accurate, and organized, your customers will take note. Your investment in help desk management software is an investment in the future of your help desk.

Built to provide a centralized, automated approach, SolarWinds Web Help Desk can help teams streamline operations, improve IT services, and save businesses money by helping technicians more quickly resolve employee issues. Key features of WHD include:

• Centralization: With a centralized platform, IT managers can access help desk statistics and reports for a unified management solution.
• Automation: Auto-escalation, automatic email-to-ticket conversion, and auto-alerts help free up time previously spent on performing these administrative tasks.
• Visualization: User-friendly graphics and color-coded displays can help you to quickly identify trends and understand ticket progress at a glance.
• Business insights: Help desk reporting software Web Help Desk includes business insights like customer survey reports, customer satisfaction analytics, help desk performance reports, and more.

No matter how many tickets your team deals with, Web Help Desk can help provide immediate and long-term benefits. With comprehensive help desk management software, you can better organize, track, and prioritize each request. SolarWinds WHD can allow you to more easily streamline workflows by helping you optimize ticketing processes at each step.