WHD - Web Help Desk

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Automated ticket management

		Automated ticket management Web Help Desk enables you to automate core help desk ticket management tasks, including ticket assignment, routing, and escalation. This saves you time and manual work and increases the productivity of your help desk. Web Help Desk enables you to: Automatic conversion of email requests to help desk tickets. Creation of rules for ticket forwarding and the management of tasks between different departments. Assignment of Support-Tickets on IT resources and tracking the history of service requests and complaints about resources. Send email and SMS alerts for pending or unassigned tickets.
Simplified incident and problem management With Web Help Desk you can create an unlimited number of incident tickets (child) with a single Support- Link ticket (parent) to improve clarity and enable quick access. If you do that Support-Close ticket, the corresponding incident tickets are automatically closed and corresponding notifications are sent. In addition, you can end users and resources incident and SupportAssociate tickets to view a continuous history of all service requests for a specific resource or a specific end user. By superordinating and subordinating tickets, you can manage tickets from multiple departments and different hierarchies more efficiently.
		Integrated reporting and performance monitoring Web Help Desk has a comprehensive built-in reporting module to generate reports and charts for your various performance measurement needs. At the supervisor / senior technician / help desk manager level, you can generate reports on technician performance and indicators of customer satisfaction. At the technician / help desk level, you can generate reports on ticket status, warnings and problem resolution. You can also create custom reports based on the specific needs of your organization An additional benefit is the automatic submission of reports by email
Integration with SolarWinds performance monitoring tools Web Help Desk is directly integrated with SolarWinds network management and server monitoring tools. Therefore, network and server node errors, performance and configuration problems with devices / interfaces as well as critical application errors can be automatically converted directly into help desk tickets. Web Help Desk enables you to: Direct conversion of node performance problems into service tickets in SolarWinds® Network Performance Monitor, Server & Application Monitor and Network Configuration Manager. Simplified fixing of Support-Tickets using network and server node alerts

Incident Tracking

Benefits of Incident Management Software

Without the right incident management policies and systems in place, as the volume of service request increase, is not uncommon to see a down-turn in the quality of service provided. IT teams go into a “firefighting” mode, addressing what incidents they can, when they can. Your SLAs begin to suffer, and along with them, your end-users. With the implementation of focused incident management policies, teamed with a robust incident management software you can simplify the entire lifecycle, from the incident creation and assignment, SLA monitoring, escalation and the association of incidents with problem tickets you will be well on your way to improved end-user care and overall issue and trend tracking. From one centralized location, you and your staff will be able to monitor and manage incident and problem tickets quickly and easily.

Web Help Desk Simplifies Incident Management

Incident management software allows you set up parent-child relationship between incident 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 as well - automatically. The ability to treat and handle both incident and problem tickets differently, and is a key functionality of scalable incident management software. Furthermore, incident management software delivers flexible automation rules to allow IT technicians to simplify service request progression and management. Reducing considerably the time and effort support agents spend to manage incidents. Web Help Desk® is an easy-to-install, easy-to-use incident management system that enables IT pros to centralize, manage, optimize and monitor the entire service request fulfilment process – from ticket creation to resolution – and beyond!

Simplify service request, incident and problem management
Automate IT asset discovery, management and reporting
Create parent-child relationship between incidents and problem tickets
Alert and report on SLA timelines and ticket status
Intuitive reporting dashboards to monitor technician performance & track ticket status
Centralized Web-based interface provides single pane of glass for managing incident tickets.

2 sd it asset lifecycle management automate risk detection

SLA reporting

		Service level agreement management Flexible and robust 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.

Resource management

		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. Centralize your IT inventory and asset tracking and automate time-consuming manual IT asset management tasks with the help of software asset management.
How Web Help Desk can help SolarWinds Web Help Desk is a robust, easy-to-use, and affordable help desk and IT asset management software that allows you to discover, manage, and track all your hardware and software assets. Using built-in Windows Management Instrumentation (WMI), Web Help Desk lets you automatically discover and capture all your Windows assets (desktops, servers, laptops, VMs, the peripherals, and the installed software) in your corporate network. Some of the key features of Web Help Desk include: Scheduled and automated IT asset discovery Easy-to-use console for managing both hardware and software assets Asset-ticket mapping to easily track asset history and related service requests Auto alerts for software warranty and lease expiration Purchase order tracking and vendor information management Easy import of IT asset inventory from 3rd-party asset discovery tools and network management systems

Integration of remote 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 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 Web Help Desk. Initiate a remote connection in just one click, and use Dameware to perform remote troubleshooting and support.

How can I be a better customersupport Offer?

Web Help Desk® centralizes and automates ticket management tasks so you can better support your customers. Track tasks including ticket assignment, routing, and escalation. Associate incident tickets with a single problem for better organization, assign problem tickets to IT resources, and track the history of service requests for resources. You can also use our Dameware® Remote Support- Integrate software to easily support end users and address issues with just one click, streamlining ticket management from service request to problem resolution.

How can I fully automate my IT help desk solution?

Web Help Desk automates IT help desk and resource management processes by automatically converting service requests and alerts into tickets. Use the native integration with SolarWinds® software for network management and server monitoring to convert node performance problems directly into service tickets, or implement IMAP, POP and Exchange protocols to send your myriad of inquiry emails to help desk Transform tickets, thereby optimizing the entire ticket management.

How can I spend more time making sure requests are being processed and less time managing them?

Customerssupport-Software such as Web Help Desk enables you to simplify and automate the management of service requests. You can automate ticket assignment, routing, and escalation to ensure that the appropriate technician receives the ticket at the right time. This saves the help desk team time and manual labor and increases the productivity of the help desk.

How can I simplify change management?

A "change" is an event that has been approved by management and implemented with minimal or acceptable risk to the existing IT infrastructure. You can streamline IT change management by providing your team with a customizable tool to manage changes, track tickets, automate approval workflows, assign a change advisory board (CAB), and configure the approval process. Web Help Desk is comprehensive IT help desk and change management software that provides a simple and automated process for managing and controlling change requests.

How can I ensure compliance with the service goals?

Service level agreements (SLAs) may vary depending on the needs of your customers and stakeholders. To prevent tickets from being lost or delayed, different reminder intervals can be configured based on the SLA priority of the service ticket. Further customization (color coding, text warnings and efficient ticket sorting) is possible to ensure that a ticket receives the necessary attention before the SLA is violated. By creating automatic escalations for almost every service ticket field, date-specific notifications via email, visual queuing and technician routing are possible. Monitor SLA tickets by status or technician performance, and keep your team informed of the current status.

How can I track IT inventory and orders?

IT teams find it difficult to discover and manage IT resources. With Web Help Desk, you can automate the process of resource discovery, tracking, and reporting of your hardware and software resources. Assign a resource to a specific user and get a detailed view of a computer's hardware and software, including information such as host name, make, model, serial number, hard drive, memory, installed software, history, orders, warranty, and lease end date for problem tickets . You can program automatic email alerts for inventory of an impending expiration date to streamline IT inventory planning and procurement forecasts.

How can I speed up customer service?

Customer service software offers a central ticket system as a link between users and IT technicians: the former submit tickets, the latter process them. You can check the number of incoming customerssupport- Speed up or reduce requests. You can do this by automatically viewing self-service knowledge base articles that are associated with the type of service request and enable self-help. When a problem is reported, you can embed videos and attach files, or link knowledge base articles directly in tickets. The knowledge base can be expanded at any time if your IT staff becomes aware of repetitive service requests. The cost per incident for a self-service solution is half the cost of a walk-up or even a phone incident resolution.

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SolarWinds Web Help Desk

From € 290 per technician

Automated ticket management

Automated ticket management

Simplified incident and problem management

Integrated reporting and performance monitoring

Integration with SolarWinds performance monitoring tools

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