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.

1. Top 3 Help Desk Challenges &
What You Can Do About Them
Help Desk Ticketing Made Easy…!!
© 2013, SolarWinds Worldwide, LLC. All rights reserved.
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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
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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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
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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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.
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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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.
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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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.
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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11. Web Help Desk Ticketing Dashboard
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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12. Web Help Desk Ticket Details
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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13. Web Help Desk Client Login
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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14. Web Help Desk Change Management &
Approval Workflow
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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15. Web Help Desk Free 30-day FREE TRIAL
TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
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16. Thank You!
Easy Help Desk Software & Simplified Ticketing =
Happy Help Desk Staff & Happy Customers
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