Incident Reporting Software
Streamline incident reporting for faster troubleshooting
Allow employees to report incidents using a customizable web portal or via email
For streamlined incident reporting, SolarWinds® Web Help Desk® (WHD) offers a choice of methods to submit tickets. To send tickets directly to your help desk team, employees can use a customizable web portal to fill out incident information or easily send tickets via email.
For your team’s ease of use, Web Help Desk can automatically convert emails to tickets. With multiple user-friendly options for incident reporting, you can rest assured employees can submit issues quickly, while including as much critical information as possible.
Connect incidents to problem tickets quickly and accurately
When employees report incidents, there’s a chance these issues are related to a single underlying problem. After identifying a parent problem, you can use Web Help Desk to link relevant incidents together and optimize your workflow by addressing the single underlying issue directly.
Web Help Desk makes it easier to assign relationships between incidents and problems, view related incidents within a unified problem ticket, and automatically resolve multiple incidents when the parent ticket is addressed.
Track incidents throughout their lifecycle using an intuitive visual display
Understanding the lifecycle of incidents is a key advantage of incident reporting software. Instead of trying to keep track of your ticket statuses using a spreadsheet, Web Help Desk allows your technician team to easily visualize incident progression using an intuitive visual dashboard.
With Web Help Desk, you can track your complete incident lifecycle from reporting to resolution and assess the status of a ticket to optimize your priorities. Offer the best service possible with incident tracking tools that help you ensure no ticket gets left behind, even during your busiest periods.
Help comply with SLA standards using automated incident tracking
Managing multiple IT tickets requires you to keep track of each ticket’s progress, for a consistent understanding of when your service-level agreements (SLAs) are nearing the end of their lifespan. When your dashboard provides ongoing insight into each ticket’s SLA expiration date, you can prioritize urgent issues and promote client satisfaction.
With Web Help Desk SLA tracking and reports, you can remain up-to-date with SLA contracts. Configure visual alerts or email and SMS notifications according to SLA due dates. Web Help Desk also allows you to automatically escalate incidents based on SLA expiration dates, so you can address your most pressing issues when approaching an SLA breach time.
Route and escalate tickets automatically for streamlined IT service provision
When employees report incidents, it’s crucial for the tickets to go to the team member best equipped to manage the specific type of incident and meet the deadline. With Web Help Desk, you can automatically escalate tickets to different team members based on customizable criteria, including the location of a ticket, if the requester is a VIP, the ticket’s subject matter, and other ticket data. Automated routing and escalation help your team assign and prioritize tickets for efficient resolution.
Get More on Incident Reporting Software
Do you find yourself asking…
Incident reporting software provides the tools you need to streamline and automate how employees submit incidents to the help desk team. With comprehensive incident management software, you can address tickets and service requests as efficiently and as accurately as possible.
The ticket submission process is central to incident reporting, but manually converting emails to tickets, routing and escalating tickets inefficiently, and other tasks can waste time and resources. Software like SolarWinds Web Help Desk is designed to offer an intuitive format for ticket submission, allowing employees to easily submit tickets through a portal or by email. This is designed to help employees submit as much necessary information as possible, which can accelerate troubleshooting steps. From there, tickets can be automatically routed to the right technicians for speedy resolution.
Incident reporting software provides the tools you need to streamline and automate how employees submit incidents to the help desk team. With comprehensive incident management software, you can address tickets and service requests as efficiently and as accurately as possible.
The ticket submission process is central to incident reporting, but manually converting emails to tickets, routing and escalating tickets inefficiently, and other tasks can waste time and resources. Software like SolarWinds Web Help Desk is designed to offer an intuitive format for ticket submission, allowing employees to easily submit tickets through a portal or by email. This is designed to help employees submit as much necessary information as possible, which can accelerate troubleshooting steps. From there, tickets can be automatically routed to the right technicians for speedy resolution.
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