SolarWinds Database Performance Analyzer

Web Help Desk centralizes and automates ticketing management tasks so you can better support your customers. Keep track of tasks, including ticket assignment, routing, and escalation. Link incident tickets to a single problem for better organization, associate problem tickets with IT assets, and track the history of asset service requests. You can also integrate Dameware Remote Support software to easily support end-users and troubleshoot with just one click to streamline ticket from service request to resolution.

Web Help Desk streamlines IT help desk and asset management operations by automatically turning service requests and alerts into tickets. Leverage the native integration with SolarWinds network management and server monitoring software to convert node performance issues directly into service tickets, or implement IMAP, POP, and Exchange protocols to transform your mountain of request emails into help desk tickets, streamlining the entire ticketing process.

Customer support software such as Web Help Desk enables you to simplify and automate service request management. You can automate the ticket assignment, routing, and escalation process to help ensure the right technician gets the ticket at the right time. This saves time and manual effort for the help desk team and can help improve overall help desk productivity.

A change is an event approved by management and implemented with minimal or accepted risk to the existing IT infrastructure. You can optimize IT change management by providing your team with customizable tools to manage change, keep track where tickets are, automate approval workflows, assign a Change Advisory board, and configure approval process. Web Help Desk is a comprehensive IT help desk and change management software built to deliver a simple and automated process for managing and controlling change requests.

Service level agreements may vary with the needs of your clients and stakeholders. To prevent any ticket from getting lost or delayed, different reminder intervals may be configured based on the SLA priority of the service ticket. You can customize further with color coding, text alerts, and efficient ticket sorting, to help ensure as SLA breach times approach, a ticket gets the attention it requires. Creating automated escalations for virtually any service ticket-related field allows date-specific notifications via email, visual queuing, and technician routing. Monitor SLA tickets by status or technician performance, and keep your team updated on current status.

Discovering and managing IT assets is a tough job for IT teams. With Web Help Desk you can automate the process of asset discovery, tracking, and reporting of your hardware and software assets. Assign an asset to a specific user and get a granular view to a computer’s hardware and software including information such as hostname, make, model, serial number, hard drive, memory, installed software, history, orders, warranty, and lease end dates linked to problem tickets. You can program automatic email inventory alerts on approaching expiration dates to optimize IT inventory planning and procurement forecasts.

Customer service software provides a central ticketing system as the interface for end users to log tickets and IT technicians to receive and manage tickets. You can speed up or reduce the number of inbound customer support requests by automatically displaying self-service knowledge base articles related to the type of service request and promote self-resolution. When a problem is reported, you can embed videos and attach files or link knowledge base articles directly into tickets. The knowledge base can be extended anytime when repetitive service requests are noticed by your IT agents. The cost per incident for a self-service resolution is less than half the cost of a walk-up or even a phone-in incident resolution.