Why use a ticketing system?

Service desk ticketing systems help streamline, centralize, and manage support tickets, saving time and manual effort for the help desk team and improving help desk agent productivity. IT ticketing software can provide insight into ticket status, such as who is responsible for a job and how long a ticket has been sitting in a system, as well as help with many of the tasks involved in effective ticket management, including alerting, responses to end users, and reporting. Who receives alerts is just as important as how they get alerted. A properly configured ticketing system only needs to alert the technicians that need to be alerted. For example, when a new ticket arrives and hasn’t been responded to, a ticketing system can provide relevant, timely alerts to those involved without too much excess information and noise, so they have all the information they need to quickly resolve the issue. Alerts are also valued by the end user. Technicians can leverage service desk ticketing systems to update tickets and add notes to generate responses back to end users, keeping them informed, but not flooded, with updates. IT technicians should also consider a ticket management system for its reporting capabilities. The right tool will offer a built-in reporting engine to monitor technician performance, ticket status, customer satisfaction, and other relevant key performance metrics. It should even be able to track customer support needs by location, real-time billing data, and incidence frequency.

What does ticketing software do?

Help desk ticket software helps you capture and organize service requests from your customers, employees, servers, networks, and more to help ensure greater end-user satisfaction and efficiency. With an IT help desk system, you can ensure the right IT technician is addressing the right ticket, allowing you to leverage your team’s skillsets and resources more effectively. Ticket management systems also allow you to track the status of your tickets. Knowing who is responsible for a job and how long a ticket has been sitting in the system are critical for accountability. A help desk ticketing system will enable you to see exactly where a ticket is in its lifecycle—whether it’s new, awaiting user response, blocked, or even closed. Knowing how long a ticket has been in a certain status is often a trigger for action and important when considering ServiceLevel Agreements (SLAs). When a combination of priority and time elapsed threatens to breach the agreement, tickets that could negatively affect SLA will require immediate action be taken. Tracking ticket status using a help desk ticketing system allows you to calculate SLA status automatically. The system can notify you when an SLA breach is approaching, empowering you to set date-specific SLA reminders. This further allows your team to focus on the most impactful work, without having to worry about manually having to prioritize tickets.

How does the ticketing system work in Web Help Desk?

SolarWinds Web Help Desk ticketing system works by capturing all service requests and issues as tickets. You can even leverage its integration with SolarWinds networkmanagement and system managementsoftware to convert node performance issues directly into service tickets, streamlining the entire ticketing process. Regardless of where your request originates—whether it’s from the phone, social media, an RMM tool, or in-person—WHD is built to easily convert the issue into a ticket. SolarWinds Web Help Desk can help provide deeper visibility by tracking tickets from creation all the way through resolution. Once a ticket has been created, Web Help Desk is designed to evaluate the ticket, route it to the appropriate technician, and categorize the ticket based on the type of issue, priority-level, and source. This automation saves you the manual labor of having to sift through hundreds of tickets and utilizes your resources more effectively and efficiently. The platform further helps streamline time to resolution with its built-in and configurable knowledge base feature, which not only includes the ability to create and maintain an external knowledge base to help reduce the overall number of inbound tickets by promoting self-resolution by end users but can also house shared learnings for internal use by help desk technicians as well.

Ticketing System Software

Web Help Desk automates ticketing management tasks

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Automated ticketing management

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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.

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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.

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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

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Integration with SolarWinds Performance Monitoring tools

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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

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Get More on Ticketing Systems

Do you find yourself asking…

How does a help desk ticketing system work?
Why use a ticketing system?
What does ticketing software do?
How does the ticketing system work in Web Help Desk?

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.

"We are more than satisfied with our decision to purchase Web Help Desk. It has every feature that we require in our particular environment. It is simple to use, fully customizable, and integrates with several other SolarWinds products."

Matthew Kaczmarski

IT Manager

Carmike Cinemas, Inc

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