Ticket Management System
Simplify ticket management to improve your help desk performance
Categorize requests and offer self-resolution options within your ticket management system
Automatically generate tickets from requests using ticket management software
Web Help Desk helps streamline ticketing systems by automatically generating service tickets from request emails and other communication channels, including third-party monitoring tools.
The ticket management system in SolarWinds WHD is designed to convert help desk communications into tickets that capture as much information as possible by automating data entry, which can help eliminate human error. And since all the required information is included during ticket creation, this can help minimize the back and forth needed between the end user and the technician to quickly resolve the issue.
Customize alerts and gain insight into ticket status within your ticket management software
Generate reports with the built-in ticket management system reporting engine
Reporting is a key part of the ticket management system. Web Help Desk offers a built-in reporting engine designed to monitor technician performance and customer satisfaction, offering useful visibility into these and other key performance metrics.
For instance, SolarWinds WHD can track incident requests by location, real-time billing data, and frequency. Reviewing performance metrics like these can help administrators more effectively allocate resources and better use their employees’ skills.
Manage ticket lifecycles and streamline workflow with an improved ticket management solution
Ticket management software can give administrators a closer look at the ticket lifecycle to see when a ticket has been generated, is awaiting response, or is blocked or closed. This insight can be especially important for help desks using Service Level Agreements (SLAs).
When a ticket threatens to breach an agreement, the ticket management system in WHD can help prompt immediate action with automated alerts. These alerts can also automate the prioritization of tickets and manually intervene when necessary, streamlining and improving overall ticket workflow management.
Get More on Ticket Management Systems
Do you find yourself asking…
Ticket management refers to the process help desks use to collect requests and track ticket lifecycle from creation to resolution. The ticket management process, whether automated or manual, starts with a service request. Ticket management involves centralizing help desk requests into one tool to help prevent confusion, duplication, and more easily spot trends indicative of widespread issues.
Providing help desk service is a key part of any organization. While the volume of tickets may depend on the type and size of the organization, help desks can receive requests from a variety of sources. Regardless of the volume of requests an organization receives, having a comprehensive and efficient ticket queue management system to centralize this work is crucial to ensuring tickets are addressed, resolved, and escalated as needed by providing better visibility for both help desk technicians and end users.
Ticket management refers to the process help desks use to collect requests and track ticket lifecycle from creation to resolution. The ticket management process, whether automated or manual, starts with a service request. Ticket management involves centralizing help desk requests into one tool to help prevent confusion, duplication, and more easily spot trends indicative of widespread issues.
Providing help desk service is a key part of any organization. While the volume of tickets may depend on the type and size of the organization, help desks can receive requests from a variety of sources. Regardless of the volume of requests an organization receives, having a comprehensive and efficient ticket queue management system to centralize this work is crucial to ensuring tickets are addressed, resolved, and escalated as needed by providing better visibility for both help desk technicians and end users.
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