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.
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