SolarWinds® Web Help Desk

SolarWinds Web Help Desk Enables You To:

• Send email and SMS text message alerts when tickets are unattended or unassigned.
• Associate problem tickets with IT assets and track the history of asset service requests and complaints.
• Create rules for ticket routing and manage tasks between multiple departments.
• Automatically convert email requests into help desk tickets.

Simplified Incident and Problem Management

• SolarWinds Web Help Desk lets you link unlimited incident tickets (children) to a single problem ticket (parent) for better organization and quick reference. Closing the problem ticket automatically closes the corresponding incident tickets, and sends out appropriate notifications. You can also associate end-users and assets to incident and problem tickets to see a running history of all service requests for a given asset or end-user.

Built-in Reporting and Performance Monitoring

• Scheduling automatic delivery of reports via email is an added advantage.
• You can also create custom reports based on your organization's specific requirements.
• At a technician/help desk staff level, you can generate reports on ticket status, alerts, and issue resolutions.
• At a supervisor/lead technician/help desk manager level, you can generate reports on technician performance and customer satisfaction indicators.
• SolarWinds Web Help Desk offers a built-in comprehensive reporting engine to generate charts and reports for your various performance measurement needs.

Integration with SolarWinds Performance Monitoring Tools

• Web Help Desk directly integrates with SolarWinds network management and server monitoring tools, enabling you to automatically convert network and server node failure, device/interface performance and configuration issues, and critical application faults directly into help desk tickets.
• Simplify network trouble ticket resolution by receiving network and server node alerts.
• Convert node performance issues in SolarWinds Network Performance Monitor, Server & Application Monitor, and Network Configuration Manager into service tickets.

Simplify Incident Lifecycles with Incident Tracking Software

• With the implementation of focused incident management policies, teamed with SolarWinds Web Help Desk (WHD), you can help simplify the entire incident lifecycle, from creation and assignment, SLA monitoring, and escalation to the association of incidents with problem tickets.

Streamline the Incident Tracking Process

• SolarWinds Web Help Desk incident tracking software is built to deliver flexible automation rules to allow technicians to simplify service request progression, which can reduce the time and effort support agents spend managing incidents.

Ensure High-Quality of Service

• Without the right incident management solution in place, it’s not uncommon to see a downturn in the quality of service provided as the volume of service requests increase. Technicians go into a “firefighting” mode, addressing what incidents they can, when they can.

Easily Link Related Incident and Problem Tickets

• The ability to easily manage and resolve both incident and problem ticket types is a key functionality of scalable incident tracking software. SolarWinds Web Help Desk incident management software is designed to allow you set up parent-child relationship between incidents and their associated problem tickets. When an incident ticket is opened, it can be tied to a related problem ticket. Once the problem ticket has been resolved and closed, related incident tickets close automatically.

Service Level Agreement Management

• Flexible and robust SolarWinds Web Help Desk software allows you to configure and manage service level agreements that are as varied as the needs of your clients. Streamline help desk resolution by simplifying IT service management.

Auto-escalations and Notifications

• Create automated escalations for virtually any service ticket-related field or SLA due date. Configure tiered, date-specific reminder notifications via email and visual queuing. Different reminder intervals may also be configured based on the SLA priority of the service ticket.

Lifecycle Time Tracking

• Whether your team is outlasting the SLA clock or awaiting an end-user’s response, you’ll have your finger on the pulse of the service ticket lifespan—from cradle to grave. Generate custom SLA reports with key performance indicators to pinpoint bottlenecks and promote greater efficiency through automation. Enhance customer service management by improving efficiencies within teams.

Custom Visual Alerts

• With customizable color coding, text alerts, and efficient ticket sorting, you can help ensure that as SLA breach times approach, your “hottest” tickets get the attention they require. Visual alerts create notifications to give problematic tickets the attention they need to get fixed.

SMS Notifications

• Configure custom SMS messages to send notifications before an SLA breach becomes an issue, helping keep service requests from falling through the cracks.

Permission-based Collaboration

• End-users can submit requests on behalf of another—perfect for when an employee requests someone else to act as liaison on a service ticket. If additional customer input is required before service can be fulfilled, a ticket status type can be selected that matches the predefined SLA timing.

Effectively Manage Your Software Asset Inventory

• Software asset management is a systematic process of managing and optimizing software installed in your IT infrastructure. It is an integral part of a broader business discipline—IT asset management—where you manage software assets at all stages of their lifecycles from purchase to deployment, maintenance, usage, and decommissioning.

Benefits of Software Asset Management

• Software asset management serves different purposes in organizations depending on their IT infrastructure, software portfolio, business goals, user base, and more. Deploying a robust software asset management application helps you:
• Control and optimize software procurement and maintenance costs.
• Reduce legal risks and compliance issues.
• Maximize the value of software assets.
• Streamline and automate IT processes.
• Improve end-user productivity and efficiency.

Optimize IT Budget for Software Procurement and Maintenance

• Software asset management helps you optimize software investments by effectively identifying your organization’s software needs. You can easily track down the number of software licenses consumed and the number of unused purchased licenses for more accurate IT forecasting and budgeting. You can also mitigate legal risks related to non-IT-approved software deployment and adhere to software compliance regulations.

IT Operations Management is Critical to Your IT Infrastructure

• ITOM includes tools to help manage provisioning, capacity, performance, and availability within the computing, networking, and application environment. Integrating ITOM tools can allow more streamlined ticket creation and assignment, which helps expedite network, server, and application performance issue resolution and end-user support.

Help Desk Integration with Network and Systems Management Software

• Help desk integration with network management software allows you to convert network alerts, such as performance issues, faults, failures, and configuration changes into help desk tickets. Integrating application performance management with server monitoring allows the same thing. ITOM tools notify network and systems admins of infrastructure issues and automate help desk ticket creation, which allows technicians to resolve issues faster.

Web Help Desk Integration with SolarWinds IT Operations Management Tools

• The integration of Web Help Desk with SolarWinds Network Performance Monitor (NPM), Network Configuration Manager (NCM), and Server & Application Monitor (SAM) allows you to:
• View and use Web Help Desk from NPM, NCM, and SAM web consoles.
• Create a link to Web Help Desk from network, server, or application node details view.
• Create Web Help Desk tickets automatically for alerts and node issues detected in SolarWinds NPM, NCM, and SAM.
• Configure Web Help Desk ticket assignment and routing, based on SolarWinds custom node properties.

Help Desk Integration with Remote Support Software

• For IT pros involved in end-user support and systems administration, being able to remotely connect to and troubleshoot servers and workstations is a great time saver. Troubleshooting and resolving support tickets from one help desk console makes the whole process that much easier and faster.

Web Help Desk Integration with Dameware Remote Support

• Integrating the Web Help Desk with Dameware Remote Support allows IT admins and help desk technicians to launch a remote session from the service request or the IT asset inventory in the Web Help Desk. Initiate a remote connection in just one click, and use Dameware to perform remote troubleshooting and support.