Powerful IT Help Desk Ticketing
Web-based IT Help Desk & Asset Management
- Help desk ticket process streamlined from request to resolution
- Customisable, simple to change forms to match your IT support workflows
- Lifecycle management & tracking of hardware & software assets
- Searchable knowledge base for self-resolution of issues
- Per-seat pricing at an affordable price
SolarWinds Web Help Desk creates a structured & consistent approach to help desk processes & communications. Web Help Desk is for all organisations & scales for the Enterprise & Managed Service Provider help desks.
Web Help Desk streamlines the help desk ticket process from request to resolution. Ticket organisation is simplified by through linking of unlimited incident tickets to a single problem & will dynamically route & assign tickets to a single technician or group of technicians. Every ticket processed is time stamped & user tagged, including system updates & automated decisions. Service requests received by email are automatically converted to trouble tickets, including any attachments.
The trouble ticket forms are easily tailored to the work flow & requirements of the organisation & there is no limit to the number of custom fields. Multiple tiers & groups of IT staff can be configured for assignment of triage & escalation of tasks to tiers & groups.
SolarWinds Web Help Desk eliminates the errors, time inefficiencies & opportunity costs that affect the manual tracking of assets. The software licensing distributions can be shown across your network, including how many license keys of particular software are deployed in the field versus ready for assignment. The application also calculates warranty & lease end dates based on purchase order information.
SolarWinds Web Help Desk reduces the number of in-bound support requests through automatic display of self-service knowledge base articles related to the type of service request to encourage self-resolution. Users can query a knowledge base article that resolves a request & inject a hot link to a FAQ or tool tip into the trouble ticket note & all with just a few clicks.