Help Desk Reporting and Monitoring
Keep track of help desk performance and assess employee needs with reporting software
Visualize metrics with real-time performance reporting and monitoring
To provide the best possible employee service, you need insight into your employees’ needs and how technicians are performing. With intuitive graphics and scheduled reporting, SolarWinds® Web Help Desk® (WHD) allows you to easily report on help desk performance. On a ticket-by-ticket basis, you can view how much progress has been made and identify high-incident areas needing more attention. Web Help Desk offers a variety of exportable report formats to help you understand where to focus resources and the effectiveness of the team.
Assess client satisfaction using exportable survey reports
Help desk software is crucial in providing high-quality IT assistance, but you also need a way to assess your performance.
Web Help Desk includes employee survey software, which allows you to take a step back from service-end analytics to better understand the extent to which employees are satisfied with the help desk. Once employees complete their surveys, you can generate an employee survey report with graphical summaries to help you identify areas for improvement without the guesswork.
Communicate about ticket status using custom help desk reports
Ticket status reports can allow you to understand a ticket’s journey with a single glance, which can help update employees on ticket progress.
Web Help Desk reporting software allows you to update ticket statuses without the confusing help desk ticketing jargon. You can schedule regular reports on ticket status and other IT issues and schedule reports to send automatic emails to stakeholders. You can also isolate specific graphs and data summaries to keep stakeholders informed of other help desk operations.
Report on billable hours
To assist with adding billable time and updating time utilization, Web Help Desk offers a variety of easy-to-use features to track billable hours. Web Help Desk allows technicians to remotely update tickets with billable time through email-to-ticket integration.
With detailed time tracking software, you can streamline the process of entering work time on a per-note and per-technician basis using the built-in technician note editor. Web Help Desk also allows you to customize billing terms, including Net-30, Net-60, or other customizable protocols you can define.
Maintain an up-to-date asset inventory with asset discovery and reporting
Traditional help desks typically involve manually documenting asset inventory, but manual documentation is susceptible to human error and can lead to unnecessary downtime.
With the Web Help Desk Discovery Agent, you can more easily identify and document IP-discoverable assets to create and maintain an up-to-date inventory. WHD is also designed to support easier manual documentation for non-discoverable devices. Once you document assets, Web Help Desk allows you to generate asset reports to summarize asset details like location, type, service-level agreement (SLA) licensing status, and more.
Help desk reporting and monitoring can provide a detailed view of your business model
Web Help Desk
- Manually managing service requests without help desk ticketing software can be a tedious process that’s also prone to error.
- Don’t waste time responding to repetitive, run-of-the-mill questions.
- Breaching your SLA could spell disaster for your business.
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