Incident Reporting Software

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 works by streamlining ticket submission and tracking processes at each step of the way.

The first step in any incident reporting scenario is when an employee submits a ticket. A ticket should provide the details of the issue in need of resolution. For example, if the employee simply needs IT assistance, the ticket should include information to help address the request, such as the context and specifics of the IT service request. If the employee reports a technical issue with an IT asset, the incident reporting software can take the information included in the incident or problem ticket and escalate it to the right member of your team.

Improving your IT services using incident reporting software can help strengthen your reputation within the organization and increase the productivity of your employees. By providing a positive experience to employees, an efficient help desk can enable your employees to quickly get what they need to do their jobs while improving the overall reputation of your IT team.

Aside from the productivity-related benefits of a good help desk, a streamlined help desk can also help save your organization money due to faster incident resolution and more efficient ticket management processes. When you can automatically route and escalate tickets, easily convert service request emails to tickets, and effectively track your incident lifecycle, you can resolve more incidents in less time. By minimizing downtime, incident reporting software can also give you more time to service tickets. 

SolarWinds Web Help Desk is designed to offer an effective way to minimize downtime in incident reporting, from ticket creation to resolution. When an employee has an IT issue, they can submit a ticket either using the user-friendly web portal or automated email-to-ticket conversion method. Then, you can designate tickets as incidents or problems with a few simple clicks. Automated ticket routing and escalation features can also allow you to assign and prioritize tickets based on various factors, like client status, to achieve the optimal level of management and allow your team to resolve tickets as effectively and as efficiently as possible.

With automated IT asset discovery and management, Web Help Desk can also streamline the incident resolution process by giving IT visibility into which incidents are associated with which assets. If an employee submits a ticket related to a certain device type, it can route to the IT team member with expertise with that specific device.

Additionally, you can establish SLAs to set clear expectations around service delivery. Once established, you can track and manage SLAs with easy life cycle tracking, visual dashboard tools for prioritization, and SMS/email alerts for upcoming SLA deadlines. Each step of the way, Web Help Desk is built to offer a better way to help make IT services as effective as possible.