SolarWinds® Web Help Desk
by IT ticketing software
Affordable help desk ticketing & asset management software
$426.00/year
SolarWinds® Web Help Desk is a web-based help desk ticketing and IT asset management software that is affordable, easy to use, and helps streamline your IT operations. It is designed to assist organizations in managing and resolving IT support and service requests efficiently. It is typically used by IT departments and support teams within organizations to improve their IT service management processes, enhance customer support, and maintain a record of all IT-related incidents and requests.
Top Features
Ticket management system
Simplify ticket management to improve your help desk performance.
Ticket tracking system
Automate your ticket tracking system to improve efficiency.
Time and billing management
Complete billable time and other ticket updates via email, even without browser access.
Software asset management
Software asset management helps discover, track and report on software in your infrastructure.
Change management software
Automate change request and approval management, customize approval workflows and request tracking.
Service request management software
Arm technicians with ITSM incident feature, automate ticketing workflows, and track performance in real time.
IT help desk solutions
Save time and effort by automating ticketing management, including ticket creation, assignment, and escalation.
IT asset management
IT asset management software helps discover, track, and report on hardware and software in your infrastructure.
Incident tracking software
Simplify and support incident management processes by recording and prioritizing incidents.
Help desk ticketing software
Automate ticket assignment, routing, and escalation to the right technician at the right time.
Help desk SLA management
Configure, monitor and maintain all levels of service agreements with transparency to deliver service targets.
Help desk reporting
Monitor real-time billing data, and tech performance, and track customer support needs before they become issues.
Help desk integration
Help desk integration software allows you to convert network alerts into help desk tickets.
Task management workflow system
Improve team performance with workflow process software.
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Automated Ticketing Management
SolarWinds® Web Help Desk allows you to automate key help desk ticketing management tasks, including ticket assignment, routing, and escalation. It helps you save time and manual efforts and improves your help desk productivity.
SolarWinds® Web Help Desk Enables You To:
- Automatically convert email requests into help desk tickets.
- 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
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.
- At a supervisor/lead technician/help desk manager level, you can generate reports on technician performance and customer satisfaction indicators.
- At a technician/help desk staff level, you can generate reports on ticket status, alerts, and issue resolutions.
- You can also create custom reports based on your organization's specific requirements.
- Scheduling automatic delivery of reports via email is an added advantage.
Integration with SolarWinds Performance Monitoring Tools
- Convert node performance issues in SolarWinds Network Performance Monitor, Server & Application Monitor, and Network Configuration Manager into service tickets.
- Simplify network trouble ticket resolution by receiving network and server node alerts.
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.
Incident Tracking Software
Simplify & automate incident management with SolarWinds Web Help Desk.
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.
Help Desk Service Level Agreement (SLA) Management
Monitor support with clarity and transparency.
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.
Software Asset Management
Software asset management helps optimize software investments by effectively identifying software needs.
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
- Improve end-user productivity and efficiency.
- Streamline and automate IT processes.
- Maximize the value of software assets.
- Reduce legal risks and compliance issues.
- Control and optimize software procurement and maintenance costs.
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:
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
Remote Support Integration
Integrating ITOM tools into your help desk system helps unify IT management and support.
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.
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