Fully Automated IT Help Desk Solution
Web Help Desk automates IT help desk and asset management operations
Automated ticket routing and management
Web Help Desk® helps you save a ton of time and manual effort by automating ticketing management activities, including ticket creation, assignment, and escalation. You can easily configure multiple tiers and groups of IT staff and create ticket assignment workflows. A web-based dashboard allows end-users to submit service requests easily and offers self-service options. Key ITSM features include:
- Email-to-ticket conversion
- Active Directory and LDAP authentication
- Auto ticket routing
- Parent/child ticket mapping
- Assignment load balancing
- Billing, reporting, and more
Centralized IT asset discovery and management
Web Help Desk offers centralized and automated IT asset and inventory management to help you keep track of the hardware and software assets in your IT infrastructure. You can discover all the IT assets in your network by scheduling auto-asset discovery, and obtain asset information, including host name, model, serial number, logged-in user, hard drive, and installed software. You can also track asset purchase orders, set up asset warranty expiration alerts, and integrate Web Help Desk with popular IT Asset Discovery Solutions to map asset data with service tickets.
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Accelerated remote support and troubleshooting
Web Help Desk offers built-in integration with Dameware Remote Support to help you launch remote sessions directly from the help desk tickets and IT asset inventory. You can leverage this integration to:
- Accelerate help desk service delivery
- Remotely troubleshoot and resolve issues faster
- Reduce operational costs
- Eliminate in-person support
- Improve customer satisfaction
Web Help Desk also integrates with SolarWinds® Network Performance Monitor, Server & Application Monitor, and Network Configuration Manager, to simplify IT support and troubleshooting.
Simplified self-service and change management
Web Help Desk eliminates redundancy in help desk operations through built-in knowledge base and change management. Using the knowledge base, you can create FAQ articles and build an internal knowledge repository for IT technicians to consolidate and share content.
Web Help Desk integrates IT ticketing and change management to let you manage change requests through automated approval workflows. Based on your needs, you can customize change approval workflows that vary from single approval to multiple approvals, set up reminders for pending approvals, and more.
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
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