Ticketing System Software
Web Help Desk automates ticketing management tasks
Automated ticketing management
Web Help Desk allows you to automate key help desk ticketing management tasks, including ticket assignment, routing, and escalation. It helps you save time and manual efforts, and improves your help desk productivity. Web Help Desk enables you to:
- Automatically convert email requests into help desk tickets.
- Create rules for ticket routing and manage tasks between multiple departments.
- Associate problem tickets with IT assets and track the history of asset service requests and complaints.
- Send email and SMS text message alerts when tickets are unattended or unassigned.
Simplified incident and problem management
Web Help Desk lets you link unlimited incident tickets (children) to a single problem ticket (parent) for better organization and quick reference. Closing the problem ticket automatically closes the corresponding incident tickets, and sends out appropriate notifications. You can also associate end-users and assets to incident and problem tickets to see a running history of all service requests for a given asset or end-user.
This parent-child ticketing feature enables you to manage tickets from multiple departments and various hierarchies more efficiently.
Built-in reporting and performance monitoring
Web Help Desk offers a built-in comprehensive reporting engine to generate charts and reports for your various performance measurement needs.
- At a supervisor/lead technician/help desk manager level, you can generate reports on technician performance and customer satisfaction indicators
- At a technician/help desk staff level, you can generate reports on ticket status, alerts, and issue resolutions
- You can also create custom reports based on your organization's specific requirements
- Scheduling automatic delivery of reports via email is an added advantage
Integration with SolarWinds Performance Monitoring tools
Web Help Desk directly integrates with SolarWinds’ network management and server monitoring tools, enabling you to automatically convert network and server node failure, device/interface performance and configuration issues, and critical application faults directly into help desk tickets. With Web Help Desk, you can:
- Convert node performance issues in SolarWinds® Network Performance Monitor, Server & Application Monitor, and Network Configuration Manager into service tickets
- Simplify network trouble ticket resolution by receiving network and server node alerts
Get More on Ticketing Systems
Do you find yourself asking…
An IT help desk ticketing system works by first creating a ticket, which is simply a document recording all actionable information pertaining to the issue at hand. Capturing and recording requests is critical to any ticketing system. Requests can come from a wide range of sources, including email, phone, social media, an RMM tool, the network or server, and even the occasional employee walk-by at your desk.
Once converted into tickets, an automated ticketing system will then allow you to track the request throughout its lifecycle, from creation to resolution. When converting these requests into tickets, a help desk ticketing system should automatically capture as much information as possible, such as the source email, phone number, and device name. This reduces the chance of errors and omissions that can easily occur with human data entry.
A comprehensive service desk ticketing system can also separate incoming tickets into more manageable categories, also known as “buckets.” Separating tickets into these buckets allows IT technicians to address tickets more efficiently, organizing them by team, priority, source, or user. Any number of combinations—or buckets—can be created so the best IT technician is assigned the right tickets at the right time. For example, you wouldn’t want your desktop team to receive tickets for server problems and vice versa. Assigning tickets properly makes sure you’re using all resources as efficiently as possible. Dividing tickets in this way can also allow you or your team to focus on higher priority tickets without the noise of less important tickets.
An IT help desk ticketing system works by first creating a ticket, which is simply a document recording all actionable information pertaining to the issue at hand. Capturing and recording requests is critical to any ticketing system. Requests can come from a wide range of sources, including email, phone, social media, an RMM tool, the network or server, and even the occasional employee walk-by at your desk.
Once converted into tickets, an automated ticketing system will then allow you to track the request throughout its lifecycle, from creation to resolution. When converting these requests into tickets, a help desk ticketing system should automatically capture as much information as possible, such as the source email, phone number, and device name. This reduces the chance of errors and omissions that can easily occur with human data entry.
A comprehensive service desk ticketing system can also separate incoming tickets into more manageable categories, also known as “buckets.” Separating tickets into these buckets allows IT technicians to address tickets more efficiently, organizing them by team, priority, source, or user. Any number of combinations—or buckets—can be created so the best IT technician is assigned the right tickets at the right time. For example, you wouldn’t want your desktop team to receive tickets for server problems and vice versa. Assigning tickets properly makes sure you’re using all resources as efficiently as possible. Dividing tickets in this way can also allow you or your team to focus on higher priority tickets without the noise of less important tickets.
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