Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Upcoming SlideShare
Top 5 Benefits of Using Web Help Desk for IT Asset Management
Next
Download to read offline and view in fullscreen.

0

Share

Download to read offline

Top 5 Reasons to Use Web Help Desk for Ticketing Management

Download to read offline

Learn how to centralize, automate and streamline ticketing management with SolarWinds Web Help Desk. Get rid of manual ticket tracking. Benefit from an highly customizable web-based IT help desk software that allows you to build automated workflows for ticketing management, IT asset management, change management, knowledge management , and more.

Related Books

Free with a 30 day trial from Scribd

See all
  • Be the first to like this

Top 5 Reasons to Use Web Help Desk for Ticketing Management

  1. 1. Top Five Reasons to Use Web Help Desk for Ticketing Management
  2. 2. Web Help Desk ® is an affordable and user- friendly IT service desk software that streamlines and automates help desk ticketing operations. It assists IT teams and support centers in organizations of all sectors and sizes Key Benefits to your organization: • Accelerate the speed of IT support and service delivery. • Promote self-service and decrease ticket volume. • Streamline help desk operations and manage IT service requests effectively. • Reduce support overhead costs by automating help desk work flows. • Improve technician performance to meet SLAs. • Deliver high-quality IT support and higher end-user satisfaction. • Simplify complex tasks and provide faster response to service requests. © 2017 SolarWinds Worldwide, LLC. All rights reserved. What is Web Help Desk?
  3. 3. 1. Centralized Help Desk Management 2. Automated Ticketing Operations 3. Faster Communication and Correspondence 4. Intelligent SLA Management 5. Extensive Monitoring and Reporting © 2017 SolarWinds Worldwide, LLC. All rights reserved. Why to Use Web Help Desk for Ticket Management?
  4. 4. Image Place Holder Bring it all—service requests, incident and problem tickets— under one roof for centralized management. • Web Help Desk offers: • Centralized and intuitive web console for simplified help desk management. • Customizable and flexible management interface for IT technicians. • Simple, web-based service request portal for end-users to create tickets. • Interactive web-based reporting and management dashboards. 1. Centralized Help Desk Management
  5. 5. Image Place Holder Web Help Desk automates help desk ticketing tasks to simplify ticket creation, routing, escalation, and management. • Automated ticket creation for common and repetitive service requests. • Flexible rule-based automation for dynamic ticket routing and escalation. • Automatic conversion of service request emails into trouble tickets. • Simplified incident and problem management through parent-child relationships. • Real-time dashboards and reports to view ticket fulfillment status. © 2017 SolarWinds Worldwide, LLC. All rights reserved. 2. Automated Ticketing Operations
  6. 6. Image Place Holder Web Help Desk offers various communication tools and techniques to improve information exchange with your end-users. • Send email and SMS notifications on ticket updates. • Add notes and attachments to tickets for better communication and understanding of ticket requirements. • Use the bulk update feature to disseminate announcements to all your end-users. • Build surveys to be sent upon ticket closure to gather customer feedback. © 2017 SolarWinds Worldwide, LLC. All rights reserved. 3. Faster Communication and Correspondence
  7. 7. Image Place Holder Web Help Desk helps you maintain all levels of your service agreements, allowing you to: • Create automated escalation and de- escalation workflows based on SLAs. • Create custom visual alerts to notify on SLA deadlines and hot tickets. • Send customized email and SMS notifications to help manage ticket resolution times and avoid SLA breaches. • Configure date-specific reminders for email and visual queuing. © 2017 SolarWinds Worldwide, LLC. All rights reserved. 4. Intelligent SLA Management
  8. 8. Image Place Holder Robust reporting tools enable you to monitor ticket status, technician performance, customer support needs by location, real-time billing data, and incident frequency. • Make informed decisions from Web-based reports to improve help desk performance and operational efficiency. • Leverage built-in reports for help desk performance monitoring. • Schedule report generation via email. • Slice and dice metrics from reports for meaningful performance analysis. • Use a combination of tables and charts for dynamic reporting. • Use a Web-based dashboard for ticket status tracking and management. © 2017 SolarWinds Worldwide, LLC. All rights reserved. 5. Extensive Monitoring and Reporting
  9. 9. • IT asset management: Keep your hardware and software inventory up-to- date using built-in asset discovery and inventory management. • Knowledge base: Leverage a built-in, centralized knowledge base (KB) to promote self-service and create and maintain KB articles, FAQs, tool tips, and more. • IT change management: Simplify and automate change requests through automated approval workflows and panel voting options. © 2017 SolarWinds Worldwide, LLC. All rights reserved. Additional ITSM Functions in Web Help Desk
  10. 10. © 2017 SolarWinds Worldwide, LLC. All rights reserved. Web Help Desk Integration with Other IT Products Product How it works • SolarWinds® Dameware® Remote Support Expedites desktop troubleshooting by launching remote sessions directly from the Web Help Desk console. • SolarWinds® Network Performance Monitor • SolarWinds Server & Application Monitor • SolarWinds Network Configuration Manager Automatically converts network, application, and server node failure and performance issues into trouble tickets in Web Help Desk. • Active Directory® and LDAP Automatically discovers and add client user accounts from AD/LDAP servers. • Third-party asset management tools JAMF® Casper Suite, Absolute Manage®, Microsoft® SCCM, and SMS for importing asset information into Web Help Desk.
  11. 11. Image Place Holder Image Place HolderImage Place Holder © 2017 SolarWinds Worldwide, LLC. All rights reserved. Customer Reviews “Web Help Desk’s abilities surrounding ticket automation and routing, the approval process, internal tickets, and parent child ticketing, have all contributed to greater efficiencies” “Having the ability to respond to the client by email and with all the contact information and hardware assigned to the user/client in one place makes it so much faster and easier to provide support which means resolving issues faster” Glenn Alderson Security Analyst McDonough District Hospital “Solarwinds Web Help Desk makes it easier to keep track of projects and keep everybody up to date. The ability to do that helps me keep my computer organized on a per project basis” Network Engineer Telecommunications CompanyRyan Calhoun Help Desk Technician Central Florida Expressway
  12. 12. Download a free trial, today! DOWNLOAD FREE TRIAL © 2017 SOLARWINDS WORLDWIDE, LLC.ALL RIGHTS RESERVED. Try SolarWinds Web Help Desk today! www.webhelpdesk.com
  13. 13. The SolarWinds, SolarWinds & Design, Orion, and THWACK trademarks are the exclusive property of SolarWinds Worldwide, LLC or its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks or are registered or pending registration. All other trademarks mentioned herein are used for identification purposes only and are trademarks of (and may be registered trademarks) of their respective companies.

Learn how to centralize, automate and streamline ticketing management with SolarWinds Web Help Desk. Get rid of manual ticket tracking. Benefit from an highly customizable web-based IT help desk software that allows you to build automated workflows for ticketing management, IT asset management, change management, knowledge management , and more.

Views

Total views

2,508

On Slideshare

0

From embeds

0

Number of embeds

4

Actions

Downloads

79

Shares

0

Comments

0

Likes

0

×