The document discusses the top 3 challenges of help desk implementations: 1) difficulty handling growing ticket volumes, 2) complexity of managing the ticketing process, and 3) lack of proper reporting and metrics. It then introduces SolarWinds Web Help Desk software as a solution, highlighting its features like email-to-ticket automation, ticket action rules, asset management, and built-in performance reporting.
2. Agenda
» Why Does Help Desk Implementation Fail?
» Top 3 Help Desk Challenges
1. Difficulty of Handling Growing Ticket Volume
2. Complexity of Managing the Ticketing Process
3. Lack of Proper Reporting & Metrics
» Help Desk Software Doesn’t Have to be Complicated
» Learn How SolarWinds Web Help Desk Can Help!
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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3. Why Does Help Desk Implementation Fail?
» In today’s customer service-oriented world, smooth-running
IT help desks are more a necessity than choice
» Many organizations blindly adopt help desk technologies
without
Identifying their business requirements
Determining whether the sought-after solution meets those
requirements
» The Consequence: Many help desk implementations fail to
deliver the expected results—with management of the
ticketing process emerging as the primary pitfall.
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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4. Help Desk Challenge #1 1
Difficulty of Handling Growing Ticket Volume
» Most help desk solutions tend to fail to scale with growing number of IT tickets
» Coupled with challenges like end-to-end activity tracking and workflow
management, help desk tickets become exponentially more cumbersome.
» Without appropriate support from your help desk software, it becomes
extremely difficult to manage customer requests, help desk actions, and ticket
resolutions.
» The growing volume of tickets you face can easily inhibit your ability to track:
Dependencies between tickets
Prioritization and assignment of tickets based on staff availability and ticket
severity
Service activity on a ticket from creation to closure
Response time and effectiveness of ticket handling
Communication between the end-user and the technician
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5. Help Desk Challenge #2 2
Complexity of Managing the Ticketing Process
» Many help desk solutions are NOT simple to work with because of which many
users continue to email help desk staff directly
» Ideally, help desk staff should spend less time managing the ticketing software
and more time troubleshooting and resolving problems.
» Customization and automation can offer:
Flexible, dynamic business rules for automated routing and ticket updates
Dynamic assignment of tickets to a specific tech or group of techs based on skill set,
location, department, availability, work load, etc.
Automatic conversion of service request emails into trouble tickets (including file
attachments)
Customizable ticket submission forms to make it easier for the end-user
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6. Help Desk Challenge #3 3
Lack of Proper Reporting & Metrics
» Many IT help desk solutions also lack the necessary reporting capabilities that
provide key indicators and metrics for measuring help desk performance.
» Proper reporting gives you visibility into:
Fulfillment of help desk requests
Timeliness of service resolution
Performance of help desk technicians
End-user feedback to analyze bottlenecks and reasons for customer dissatisfaction
» Your management team needs built-in comprehensive reporting to be able to
Quickly identify where end-users need additional assistance
Easily determine the primary causes of recurring tickets
Server as input for quick decision-making.
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7. Help Desk Software Doesn’t Have to be
Complicated
» Successful help desk implementation is about understanding
how your end-users are using the IT help desk so you can
simplify and expedite ticket resolution for them.
» Help desk implementation can be easy as long as
You have done the research to choose the right solution for your
organization
You know how to customize it to meet your specific business
requirements
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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8. Learn How SolarWinds
Web Help Desk Can Help..!!
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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9. Simple & Easy-to-use Help Desk Software
» SolarWinds Web Help Desk offers affordable yet powerful IT help desk
ticketing software with simplicity and automation to help you quickly
resolve problems, escalate issues, and isolate root causes.
» With built-in reporting tools to customize, schedule, export, and email
reports, Web Help Desk gives you complete control of your ticketing
process.
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10. How Web Help Desk Helps You…
» Email-to-Ticket Automation – Emails and file attachments sent to your
help desk email inbox will be automatically converted into a ticket.
» Ticket Action Rules – Automatically assign a ticket at any stage in its life to
the individual IT tech or group with easy-to-configure cascading rules using
granular or general criteria as defined by your needs.
» Asset Management – Manage client assignments, build parent/child
relationships between assets, and integrate with your favorite asset
discovery software for instant accessibility within your help desk
application.
» Built-in Knowledge Base – External knowledge bases empower your users
to easily find important information for self-resolution, while internal
knowledge bases conveniently centralize FAQs and tech tips.
» Built-In Performance Reporting – Get direct insight into technician
performance, areas for improvement in customer service, real-time billing
data, and bottleneck problems.
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11. Web Help Desk Ticketing Dashboard
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12. Web Help Desk Ticket Details
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13. Web Help Desk Client Login
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14. Web Help Desk Change Management &
Approval Workflow
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15. Web Help Desk Free 30-day FREE TRIAL
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16. Thank You!
Easy Help Desk Software & Simplified Ticketing =
Happy Help Desk Staff & Happy Customers
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