Learn how to simplify IT asset management with Web Help Desk--your one-stop shop for IT service management. Web Help Desk offers automated IT asset discovery, and centralized inventory tracking and reporting. 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.

1. Top 5 Reasons to Use
Web Help Desk
for IT Asset Management
September 2015

2. What is Web Help Desk?
• Web Help Desk® is an affordable and user-friendly IT service desk
software that:
• Feature highlights:
o Streamline IT service management from request to resolution.
o Automate ticketing management with rule-based routing and escalation,
parent-child relationship, real-time tracking, SLA alerts, etc.
o Centralize IT asset management with auto asset discovery and tracking.
o Centralize knowledge management for faster issue resolution.
o Manage change requests using automated approval workflows.
o Monitor technician performance using extensive reports and
dashboards.
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o Streamlines and automates help desk ticketing and IT
asset management.
o For IT teams and support centers in organizations of
all sectors and sizes.

3. Benefits of Using Web Help Desk
1. Gain comprehensive hardware and software asset lifecycle
management.
2. Streamline help desk tasks and manage IT assets’ service requests
from a single Web interface.
3. Reduce operational costs and improve technician performance with
the power of help desk automation.
4. Make informed decisions on asset procurement, and optimize IT
budgets by forecasting asset lifecycles.
5. Simplify complex tasks and provide faster response to service
requests.
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B E S T S U I TE D F O R H E L P D E S K AN D I T S U P P O R T TE C H N I C I AN S
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4. Top 5 Reasons to Use
Web Help Desk
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5. 1. Automate IT Asset Discovery
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• Automatically discover hardware and software assets in your
network.
• Built-in asset discovery engine using WMI helps you find and track
systems based on subnet or IP range.
G E T R I D O F M AN U A L TR AC K I N G
o Schedule periodic synchronization of IT asset
data from network and systems management
tools.
o Integrates with popular IT asset discovery
solutions for importing asset data.
• Web Help Desk allows you to:
o Discover IT asset information, including hostname, model, serial
number, logged-in user, operating system, hard drive, memory, and
installed software.

6. 2. Simplify Hardware and Software Management
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• Web Help Desk uses a centralized console for managing
hardware and software assets.
o Build parent-child relationship between assets to simplify parts and
inventory management.
o Map assets with help desk tickets to track asset history and related
service requests.
o Manage asset information, including purchase order, warranty
expiration, serial number, maintenance logs, etc.
o Set up auto alerts for asset warranty and lease expiration.
O N E S TO P S H O P F O R AL L I T AS S E T M AN AG E M E N T N E E D S

7. 3. Perform Asset Audits and Maintenance
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G R E AT E R V I S I B I L I TY O F Y O U R AS S E TS
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o Track the complete lifecycle of your assets and their details, including
purchase orders, vendor information, location, user, etc. for auditing
purposes.
o Create a reservation desk that lets users request a designated
checkout time and date range for a specific asset.
o Maintain a historical list of service requests to easily understand asset
statuses and help you decide when to replace, repair, or retire them.
• See and track your IT assets from procurement to
disposal/retirement.

8. 4. Parts Inventory and Billing Management
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• Generate billable ticket details (work time, service, inventory, etc.) as
an invoice or quote in cross-platform PDF format.
• Apply tax rates to labor, travel, parts, and shipping, either before or
after discounts.
• Track service parts and fees as line items on your custom invoices
and quotes.
• Use automatic inventory deduction (upon deployment to ticket/client)
to keep parts and asset counts up to date.
• Receive email notifications when inventory
reaches a specified minimum level.

9. 5. Generate IT Asset Reports
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G E N E R ATE C U S TO M R E P O R TS AS N E E D E D
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o Easily understand asset usage and identify your most problematic
assets.
• Web Help Desk allows you to generate out-of-the-box reports
based on asset location, department, asset type, status, purchase
date, warranty, and so on.
• The built-in asset reporting engine helps you:
o View and export warranty and license information for hardware
and software assets in your network.
o Create reports on asset purchase orders, asset
users, and reservation due dates.
o Export reports in PDF, TSV, and print formats.

10. Expedite Desktop Support
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R E M O TE S U P P O R T I N TE G R ATI O N
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• Web Help Desk’s native integration with DameWare® Remote
Support software lets you initiate a direct connection to remote
computers for faster troubleshooting.
• Benefit from the one-click remote connection from Web Help Desk IT
asset inventory.
• Save remote connection session metadata and chat history to the
Web Help Desk ticket.
• Web Help Desk also includes built-in support for RDP and VNC
remote connection protocols.

11. Other ITSM Functions in Web Help Desk
• Ticketing management: Streamline and automate ticketing management
with rule-based routing and escalation, parent-child relationship, real-time
tracking, SLA alerts, etc.
• Knowledge base: Leverage built-in centralized knowledge base (KB) to
promote self-service and create and maintain KB articles, FAQs, tool tips,
etc.
• IT change management: Simplify and automate change requests through
automated approval workflows and panel voting options.
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C O M P R E H E N S I V E I T S E RV I C E M AN AG E M E N T
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12. Integration with Other IT Products
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AC H I E V E C O M P R E H E N S I V E I T O P E R ATI O N S M AN A G E M E N T
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Web Help Desk Integration with Other IT Products
• DameWare® Remote Support Expedite desktop troubleshooting by
launching remote sessions directly from the
Web Help Desk console.
• SolarWinds® Network Performance
Monitor Automatically convert network, application,
and server node failure and performance
issues into trouble tickets in Web Help Desk.
• SolarWinds Server & Application
Monitor
• SolarWinds Network Configuration
Manager
• Active Directory® and LDAP Automatically discover and add client user
accounts from AD/LDAP servers.
• 3rd-party asset management tools JAMF® Casper Suite, Absolute Manage®,
Microsoft® SCCM, and SMS for importing
asset information into Web Help Desk.

13. Simple Licensing and Affordable Pricing
• Web Help Desk is licensed by the number of IT technicians using
the software.
o There is no limit to the number of end-users or assets supported.
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D O W N L O AD , I N S TAL L , AN D D E P L O Y
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• Pricing is very affordable, starting at $695 per technician user.
o Pricing per seat reduces as you purchase more seats.
o First-year maintenance and support included in pricing.
• Available in two editions: On-Premises Software and Cloud Edition.
• Some of our clients include:

14. Screenshots
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Web Help Desk Dashboard Ticketing Management Dashboard
IT Asset Management Built-in Knowledge Base

15. Web Help Desk Case Study
• Challenges: Purchased SolarWinds® Web Help Desk® to solve the following help
desk and IT support challenges:
• Lack of automation for ticket creation, assignment, routing, and escalation.
• Lack of monitoring and reporting for tracking ticket status and customer support needs.
• Complexity with handling tickets from multiple channels (email, phone, chat, etc.).
• Benefits: Realized the following benefits and organizational impact as a result of
using Web Help Desk:
• Minimized operational and overhead costs.
• Increased help desk productivity and operational efficiency.
• Improved quality of support and customer satisfaction.
• Testimonial: “Web Help Desk is very user-friendly on both the technical and
administrative side, and the customers have a clean and elegant interface. It serves
our end goal of a pain-free customer interface.”
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N AS A ( U S A)
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More Case Studies »

16. • “We are more than satisfied with our decision to purchase Web
Help Desk. It has every feature that we require in our particular
environment.”
• “It is simple to use, fully customizable, and integrates with
several other SolarWinds products. Obtaining technical support
from SolarWinds is also easy and extremely fast.”
• “This product is receiving regular updates and continues to grow
and improve over time.”
Web Help Desk Customer Review
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C AR M I K E C I N E M AS , I N C .
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More Reviews »

17. Resources
17
L E AR N M O R E AB O U T W E B H E L P D E S K
© 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Introduction to Web Help Desk
[2:46 min]
IT Asset Management with
Web Help Desk
[3:09]
Contact Sales
sales@webhelpdesk.com
P: 1.877.943.0008

18. THANK YOU!
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www.webhelpdesk.com