Trouble Ticket Management
Streamline your trouble ticket system to improve results
Automatically generate service tickets and track ticket status within a trouble ticketing system
SolarWinds® Web Help Desk® (WHD) is a trouble ticket system built to automatically generate tickets from service requests. The tool can transform large volumes of emails, social media messages, and other communications into help desk tickets.
Once a ticket enters the system, Web Help Desk tracks ticket status until the problem is resolved, helping ensure the right ticket is sent to the right agent, related incidents are linked in the system, and no requests are lost in the process.
Monitor help desk performance with regular reports
Web Help Desk is designed to track technician and team performance, and customer satisfaction. You can use the built-in reporting engine to easily survey customers and collect real-time technician and billing data.
Administrators can also generate highly visual reports of weekly, monthly, and yearly performance, ensuring visibility into technician performance and bringing issues to light before they become a problem.
Easily manage ticket assignment and change requests by using a trouble ticket system
Web Help Desk lets administrators automate ticket assignment, routing, and escalation, helping ensure the ticket reaches the right agent quickly.
By consolidating your IT tickets with software and hardware asset assignments, WHD enables administrators to view service requests from clients in relation to asset assignments and vendor details. By knowing as much as possible about the assets associated with the request, technicians can accelerate the resolution process.
Encourage self-resolution with a knowledge base built in to your trouble ticket software
Offer self-resolution options for clients by directing them to the built-in knowledge base in Web Help Desk. This helps reduce the number of inbound requests and expedites troubleshooting for clients who may prefer to resolve the problem themselves.
For faster trouble ticket management in the future, technicians can easily upload their service notes into new articles to share with both users and technicians.
Change workflow and update approval to improve trouble ticket management
Web Help Desk is designed to give administrators greater visibility into ticket statuses and technician activity, which can provide greater control over team productivity.
WHD can also help automate workflow by linking tickets with agents and notifying them of any changes to their assignments. Administrators can view changes on a centralized dashboard and review requests for change, allowing them to make informed decisions to help better streamline the workflow.
Get More on Trouble Ticket Management
Do you find yourself asking…
A trouble ticket system captures service requests from customers, generates tickets, and tracks the service tickets through resolution. A trouble ticket system is built to eliminate the need to manually sift through service requests by streamlining your IT desk, which can help ensure clients receive solutions to their problems quickly. A trouble ticket system is also designed to either manage parts or the entirety of your ticketing process, with features to automate ticket generation, tracking, routing, and gaining customer feedback.
Service requests can arrive through a variety of channels, including email, social media, live chats, and more. Without a centralized ticket management system, this can make tracking requests difficult. Trouble ticket software is designed to capture ticket requests from different channels and consolidates them for easy tracking and monitoring. Trouble ticketing systems can also track the amount of time spent on a ticket and alert if ticket resolution is taking too long.
A trouble ticketing system that automates the entire process can automatically assign tickets to technicians, enable assignment changes, and solicit customers for feedback on the process. By automating the ticketing process, technicians will have more time to spend on problem resolution. And by simplifying the organizational process, trouble ticket management systems can help improve productivity and customer satisfaction.
A trouble ticket system captures service requests from customers, generates tickets, and tracks the service tickets through resolution. A trouble ticket system is built to eliminate the need to manually sift through service requests by streamlining your IT desk, which can help ensure clients receive solutions to their problems quickly. A trouble ticket system is also designed to either manage parts or the entirety of your ticketing process, with features to automate ticket generation, tracking, routing, and gaining customer feedback.
Service requests can arrive through a variety of channels, including email, social media, live chats, and more. Without a centralized ticket management system, this can make tracking requests difficult. Trouble ticket software is designed to capture ticket requests from different channels and consolidates them for easy tracking and monitoring. Trouble ticketing systems can also track the amount of time spent on a ticket and alert if ticket resolution is taking too long.
A trouble ticketing system that automates the entire process can automatically assign tickets to technicians, enable assignment changes, and solicit customers for feedback on the process. By automating the ticketing process, technicians will have more time to spend on problem resolution. And by simplifying the organizational process, trouble ticket management systems can help improve productivity and customer satisfaction.
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