Help Desk Management Software
Streamline your workflow with automated ticket management
Automate the ticket submission process with tools like email-to-ticket conversion and an intuitive web interface
Help desk management software can help streamline the ticketing process by optimizing your ticket submission process. To minimize downtime and maximize productivity, SolarWinds® Web Help Desk® (WHD) can automate email-to-ticket conversion, so you can receive email-based service requests and IT help desk reports in a unified ticketing format.
For even more direct ticket submission, Web Help Desk includes a user-friendly web portal with customizable branding where employees can create and submit new tickets.
Escalate tickets automatically and accurately for streamlined help desk management
To make your ticketing process as efficient as possible, your help desk management software needs to suit your workflow and make it easier for the right technician to address priority tickets at the right time.
With SolarWinds Web Help Desk, escalating tickets is designed to be simple. The auto-escalation feature allows you to immediately assign problem tickets to manager-level technicians and more quickly identify which technician is best suited for an incident based on qualifications, ticket type, and geographic location.
Get insight into ticket life cycles with user-friendly visualizations and alerting
Once a ticket is submitted, assigned, and escalated, Web Help Desk can help keep track of ticket status with detailed tracking software. For each incident, problem, and service request ticket, you can visualize the ticket life cycle to gain a more intuitive understanding of its progress. The customizable alerts in WHD can also deliver inbox reminders to help ensure high-priority issues are addressed, making it easier to prioritize workflow.
Generate custom reports to understand your progress and maximize your potential
Help desk management software should help technicians offer top-tier IT services and improve the business. With built-in help desk reporting software, you can analyze business operations from a bird’s-eye view with the ability to export easy-to-understand reports.
Web Help Desk can generate customizable reports for several help desk metrics, including performance reporting, customer satisfaction analytics, IT asset reporting, and more. With reporting software, you can regularly assess help desk performance and quickly understand opportunities for improvement.
Get More on Help Desk Management Software
Do you find yourself asking…
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.
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.
Looking for more? Upgrade to an ITIL-ready, service experience
Try SolarWinds Service Desk for more functionality in asset and service management.
- Full ITIL suite (incident, problem, change, release) paired with customizable automation
- Automated asset discovery with integrated CMDB for real-time impact on technology and services
- Powerful service catalog workflow engine and a user-friendly service portal