Solution Overview
SolarWinds Web Help Desk
Affordable Help Desk Ticketing and Asset Management Software
At A Glance
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.
Features Overview
- Maintain your asset inventory
- Control change management
- Employ robust reporting and monitoring
- Automate ticketing management
- Centralize your knowledge management
- Meet your SLAs
Key Features
Maintain your asset inventory
Managing the use, availability, and health of IT assets, and tracking this over time, is a major undertaking, especially as your business’ IT footprint grows.
Simplify IT asset management with built-in asset discovery, inventory management, and reporting.
Control change management
Checks and balances makes service management feasible.
Regulate and manage change requests through automated approval workflows and panel voting options.
Employ robust reporting and monitoring
Tracking the progress and performance of your support team is critical for meeting end-user expectations and other requirements.
Use built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
Automate ticketing management
Manually managing service requests without help desk ticketing software can be a tedious process that’s also prone to error.
Automate service request management through ticket creation, assignment, routing, and escalation.
Centralize your knowledge management
Don’t waste time responding to repetitive, run-of-the-mill questions.
Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
Meet your SLAs
Breaching your SLA could spell disaster for your business.
Set up “SLA breach approaching” notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows.
Resources
| Web Help Desk Integration with DameWare Benefits McDonough District Hospital SolarWinds delivers powerful, affordable, and easy-to-use tools to simplify IT service management from help desk ticketing to desktop support. Lower time-to-resolution of service tickets and improve customer satisfaction. |
| Datasheet: Web Help Desk Web Help Desk software features customizable dashboards, letting you keep a finger directly on your team’s pulse. It also facilitates the identification, removal, and prevention of bottlenecks through world-class reporting, efficiency gains, and automation. |
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| SolarWinds Overview Brochure SolarWinds: IT Management That’s Powerful, Affordable, & Easy-to-Use! |
| 2 Ways to Run a Help Desk Find out from this informative Infographic how the combination of help desk and remote support software will help you manage your IT support process more efficiently and improve productivity. |
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| Managing Your Help Desk – The Hard Way or the Easy Way? Check out this Infographic on managing your help desk process. Do you want to do it the hard way or the easy way? See how you can streamline and accelerate your ticketing process—from request to resolution. |
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| 5 Ways to Impress Your Technical Support Customers Check out this Infographic and learn 5 easy ways to delight your tech support customers. Understand your customers’ preferences & expectations, and find out how to WOW them with timely support & resolution. |
|
| Desktop support tickets on the rise Is your IT department or help desk under constant pressure to cut costs and make tradeoffs that don’t include lowering the level of service? |
| The Art of Organizing & Simplifying IT Support Find out how IT pros can save time in managing help desk tickets and support tasks. Learn some easy and effective ways to allow IT pros to simplify the manual and time-consuming process of providing IT support to end-users. |
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| Next Gen Customer Support This paper discusses the best practices to improve the quality of tech support and offer tips on how to deliver next generation customer support. |
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| Adventures in Help Desk Management Read this engaging eBook to learn the adventures of a help desk technician who tries to bring about a change in his organization’s help desk process. This eBook discusses 4 key challenges faced by IT support teams and how can they overcome them, and deliver exceptional support. |
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| Opportunities for Healthcare Support Centers to Prove Their Value Read this research paper by HDI and SolarWinds, and find out how support centers function in the healthcare industry, what metrics they measure, and what channels & technologies are used for tech support. |
|
| Improving Efficiency and Customer Service in Higher Education Read this research brief by HDI and understand the requirements and factors influencing technical service and support in the education sector. Find out how educational institutions and businesses deal with customer service and, and how they can effectively improve customer service, reduce costs, and increase efficiency for technical support. |
|
| The State of Unassisted Support: 2014 The state of unassisted support (aka web self-service) has become increasingly popular in 2014. Self-service success rates are up, companies continue to invest in knowledge management, and more companies are including tools for customers to find an answer online. This paper will help you learn how to lower service delivery costs with the help of online knowledge base and search tools, and help your end-users help themselves. |
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| Understanding the Need for a Help Desk Solutions A big part of an organization’s success is from ensuring that end-users and customers have uninterrupted access to their technology. Help desk plays a crucial role in aligning your business goals with your IT goals. This white paper discusses how to select a comprehensive help desk tool that helps streamline and simplify your help desk processes. |
- Case Studies
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Web Help Desk Integration with DameWare Benefits McDonough District Hospital
SolarWinds delivers powerful, affordable, and easy-to-use tools to simplify IT service management from help desk ticketing to desktop support. Lower time-to-resolution of service tickets and improve customer satisfaction. - Data Sheets
-
Datasheet: Web Help Desk
Web Help Desk software features customizable dashboards, letting you keep a finger directly on your team’s pulse. It also facilitates the identification, removal, and prevention of bottlenecks through world-class reporting, efficiency gains, and automation.SolarWinds Overview Brochure
SolarWinds: IT Management That’s Powerful, Affordable, & Easy-to-Use! - Infographics
-
2 Ways to Run a Help Desk
Find out from this informative Infographic how the combination of help desk and remote support software will help you manage your IT support process more efficiently and improve productivity.Managing Your Help Desk – The Hard Way or the Easy Way?
Check out this Infographic on managing your help desk process. Do you want to do it the hard way or the easy way? See how you can streamline and accelerate your ticketing process—from request to resolution.5 Ways to Impress Your Technical Support Customers
Check out this Infographic and learn 5 easy ways to delight your tech support customers. Understand your customers’ preferences & expectations, and find out how to WOW them with timely support & resolution.Desktop support tickets on the rise
Is your IT department or help desk under constant pressure to cut costs and make tradeoffs that don’t include lowering the level of service? - White Papers
-
The Art of Organizing & Simplifying IT Support
Find out how IT pros can save time in managing help desk tickets and support tasks. Learn some easy and effective ways to allow IT pros to simplify the manual and time-consuming process of providing IT support to end-users.Next Gen Customer Support
This paper discusses the best practices to improve the quality of tech support and offer tips on how to deliver next generation customer support.Adventures in Help Desk Management
Read this engaging eBook to learn the adventures of a help desk technician who tries to bring about a change in his organization’s help desk process. This eBook discusses 4 key challenges faced by IT support teams and how can they overcome them, and deliver exceptional support.Opportunities for Healthcare Support Centers to Prove Their Value
Read this research paper by HDI and SolarWinds, and find out how support centers function in the healthcare industry, what metrics they measure, and what channels & technologies are used for tech support.Improving Efficiency and Customer Service in Higher Education
Read this research brief by HDI and understand the requirements and factors influencing technical service and support in the education sector. Find out how educational institutions and businesses deal with customer service and, and how they can effectively improve customer service, reduce costs, and increase efficiency for technical support.The State of Unassisted Support: 2014
The state of unassisted support (aka web self-service) has become increasingly popular in 2014. Self-service success rates are up, companies continue to invest in knowledge management, and more companies are including tools for customers to find an answer online. This paper will help you learn how to lower service delivery costs with the help of online knowledge base and search tools, and help your end-users help themselves.Understanding the Need for a Help Desk Solutions
A big part of an organization’s success is from ensuring that end-users and customers have uninterrupted access to their technology. Help desk plays a crucial role in aligning your business goals with your IT goals. This white paper discusses how to select a comprehensive help desk tool that helps streamline and simplify your help desk processes.