Ticket Management System
Centralize, automate, and streamline your support tickets from creation to resolution without a single request falling through the cracks.
Automate Ticket Creation and Routing
Doing help desk ticketing by hand is a recipe for lost requests and missed deadlines. SolarWinds® Web Help Desk® (WHD) takes that burden off your team.
Web Help Desk automatically converts email requests into help desk tickets, and you can generate tickets automatically from any third-party monitoring tool. When a ticket is created, the request type determines which techs get assigned and how the ticket is routed. Set it up once, and Web Help Desk handles the rest.
Prioritize Tickets with Smart Categorization
Web Help Desk is built to separate incoming tickets into clear, customizable categories organized by priority, team, source, or user. Each ticket is assigned a status and priority that indicate its stage of completion and determine whether time counts against it. Your IT teams get full visibility into the ticket lifecycle at a glance
Manage SLAs and Escalation Workflows
Breaching an SLA isn't just awkward — it can cost you client trust and real money.
Web Help Desk helps ensure you maintain all levels of service agreement. You can set up "SLA breach approaching" notifications and date-specific SLA reminder alerts. When a problem ticket is resolved and closed, related incident tickets close automatically keeping your service desk moving without constant manual intervention.
Empower End Users with Self-Service
Your best support ticket is the one that never gets submitted.
Web Help Desk helps reduce inbound support requests by automatically displaying knowledge base articles related to the type of service request, promoting self-resolution. Organizations that implement knowledge base articles resolve incidents an average of six hours faster, and self-service portals can cut resolution times by up to two hours per ticket.
Track Performance with Real-Time Dashboards
You can't improve what you can't see.
SolarWinds Web Help Desk offers a built-in reporting engine designed to monitor technician performance and customer satisfaction, tracking incident requests by location, real-time billing data, and frequency. Administrators can generate visual reports on weekly, monthly, and yearly performance, helping spot issues before they become bigger problems.
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.
Manage the full ticket lifecycle from first request to final resolution
Web Help Desk
- Automate ticket creation, categorization, routing, and escalation to streamline your IT support workflows
- Keep SLAs on track with configurable service level agreements, automated breach alerts, and real-time dashboards
- Empower end users with a self-service portal and integrated knowledge base