Top 5 Reasons to Use Web Help Desk for Ticketing Management
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Web Help Desk is an affordable IT service desk software that automates ticket management, centralizes IT asset and knowledge management, and enhances communication and SLA management for improved service delivery. It benefits organizations by accelerating IT support, promoting self-service, reducing costs, and enhancing technician performance. Integration with other IT products and flexible licensing options further enhance its utility for IT teams of all sizes.
Top 5 Reasons to Use Web Help Desk for Ticketing Management
- 1. Top 5 Reasons to Use Web Help Desk for Ticketing Management August 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. 2 AL L - I N - O N E I T S E RV I C E D E S K F O R O N E AN D AL L © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. o Streamlines and automates help desk ticketing operations. o Assists IT teams and support centers in organizations of all sectors and sizes.
- 3. Benefits of Using Web Help Desk 1. Accelerate the speed of IT support and service delivery. 2. Promote self-service and decrease ticket volume. 3. Streamline help desk operations and manage IT service requests effectively. 4. Reduce support overhead costs by automating help desk work flows. 5. Improve technician performance to meet SLAs. 6. Deliver high-quality IT support and higher end-user satisfaction. 7. Simplify complex tasks and provide faster response to service requests. 3 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 © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
- 4. Top 5 Reasons to Use Web Help Desk 4 S TR E S S - F R E E TE C H N I C I AN S . H AP P Y E N D - U S E R S . © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
- 5. 1. Centralized Help Desk Management 5© 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. • Eliminate the hassle of going through multiple channels to receive and manage trouble tickets. • Bring it all—service requests and incident and problem tickets— under one roof for centralized management. S I N G L E , C E N TR AL H E L P D E S K I N TE R FAC E o Customizable and flexible management interface for IT technicians. o Simple, Web-based service request portal for end- users to create tickets. o Interactive Web-based reporting and management dashboards. • Web Help Desk offers: o Centralized and intuitive Web console for simplified help desk management.
- 6. 2. Automated Ticketing Operations 6© 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. • Web Help Desk automates help desk ticketing tasks to simplify ticket creation, routing, escalation, and management. N O M O R E M AN U A L , R E P E TI TI V E H E L P D E S K TAS K S o Automated ticket creation for common and repetitive service requests. o Flexible rule-based automation for dynamic ticket routing and escalation. o Automatic conversion of service request emails into trouble tickets. o Simplified incident and problem management through parent-child relationships. o Real-time dashboards and reports to view ticket fulfillment status.
- 7. 3. Faster Communication and Correspondence 7 TE C H N I C I AN S AN D E N D - U S E R S C O N N E C T B E TTE R © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. o Send email and SMS notifications on ticket updates. o Add notes and attachments to tickets for better communication and understanding of ticket requirements. o Use the bulk update feature to disseminate announcements to all your end-users. o Build surveys to be sent upon ticket closure to gather customer feedback. • Web Help Desk offers various communication tools and techniques to improve information exchange with your end-users.
- 8. 4. Intelligent SLA Management 8 D O N ’ T L E T Y O U R S L AS FAL L TH R O U G H TH E C R AC K S © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. o Create automated escalation and de-escalation workflows based on SLAs. o Create custom visual alerts to notify on SLA deadlines and hot tickets. o Send customized email and SMS notifications to help manage ticket resolution times and avoid SLA breaches. o Configure date-specific reminders for email and visual queuing. • Web Help Desk helps you maintain all levels of your service agreements, allowing you to:
- 9. 5. Extensive Monitoring and Reporting 9 3 6 0 D E G R E E V I E W O N H E L P D E S K P E R F O R M AN C E © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. o Leverage built-in reports for help desk performance monitoring. o Schedule report generation via email. • Robust reporting tools enable you to monitor ticket status, technician performance, and customer support needs by location, real-time billing data, incidence frequency, and more. • Make informed decisions from Web-based reports to improve help desk performance and operational efficiency. o Slice and dice metrics from reports for meaningful performance analysis. o Use a combination of tables and charts for dynamic reporting. o Use a Web-based dashboard for ticket status tracking and management.
- 10. Other ITSM Functions in Web Help Desk • 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. 10 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 © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
- 11. Integration with Other IT Products 11 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 © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Web Help Desk Integration with Other IT Products • DameWare® Remote Support Accelerate 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.
- 12. 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. 12 D O W N L O AD , I N S TAL L , AN D D E P L O Y © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. • Pricing is very affordable and starts 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:
- 13. Screenshots 13© 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Web Help Desk Dashboard Ticketing Management Dashboard IT Asset Management Built-in Knowledge Base
- 14. 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 technician and administrative side, and the customers have a clean and elegant interface. It serves our end goal of a pain-free customer interface.” 14 N AS A ( U S A) © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. More Case Studies »
- 15. • “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 15 C AR M I K E C I N E M AS , I N C . © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. More Reviews »
- 16. Resources 16 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 [email protected] P: 1.877.943.0008
- 17. THANK YOU! © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. 17 www.webhelpdesk.com