SolarWinds Web Help Desk Per Technician License (31 to 40 named users) – 102318 – Annual Subscription

 

• Automation of ticketing
• Centralized knowledge base
• Tracking and management of IT assets
• Simplified project and task management with relational ticketing
• Integration with Active Directory and LDAP
• Reporting to measure SLAs

PN: 102318

 

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Overview

 

SolarWinds® Web Help Desk® is a web-based help desk ticketing and IT asset management software that is affordable, easy-to-use, and helps streamline your IT operations.

WEB HELP DESK AT A GLANCE

• Simplifies and streamlines IT help desk processes from service request creation to resolution
• Automates ticketing management with rule-based routing and escalation, real-time tracking, and alerts
• Automated IT asset management for tracking and managing the lifecycle of hardware and software assets
• Offers built-in knowledge base for self-resolution of issues, and automation of change management
• Affordable pricing for IT technician logins—no additional cost for end-user logins or managed IT assets

 

Features

Help Desk ticket management shouldn’t be hard.

Do you find yourself asking…

 

How can I provide better customer support?

Web Help Desk® centralizes and automates ticketing management tasks so you can better support your customers. Keep track of tasks, including ticket assignment, routing, and escalation. Link incident tickets to a single problem for better organization, associate problem tickets with IT assets, and track the history of asset service requests. You can also integrate our Dameware® Remote Support software to easily support end users and troubleshoot with just one click to streamline ticket from service request to resolution.

 

How can I fully automate my IT Help Desk solution?

Web Help Desk automates IT help desk and asset management operations by automatically turning service requests and alerts into tickets. Leverage the native integration with SolarWinds® network management and server monitoring software to convert node performance issues directly into service tickets, or implement IMAP, POP, and Exchange protocols to transform your mountain of request emails into help desk tickets, streamlining the entire ticketing process.

 

How can I spend more time ensuring requests are fulfilled and less time managing them?

Customer support software such as Web Help Desk enables you to simplify and automate service request management. You can automate the ticket assignment, routing, and escalation process to help ensure the right technician gets the ticket at the right time. This saves time and manual effort for the help desk team and can help improve overall help desk productivity.

 

How can I simplify change management?

A “change” is an event approved by management and implemented with minimal or accepted risk to the existing IT infrastructure. You can optimize IT change management by providing your team with customizable tool to manage change, keep track where tickets are, automate approval workflows, assign a Change Advisory board, and configure approval process. Web Help Desk is a comprehensive IT help desk and change management software built to deliver a simple and automated process for managing and controlling change requests.

 

How can I ensure delivery on service targets?

Service level agreements may vary with the needs of your clients and stakeholders. To prevent any ticket from getting lost or delayed, different reminder intervals may be configured based on the SLA priority of the service ticket. You can customize further with color coding, text alerts, and efficient ticket sorting, to help ensure as SLA breach times approach, a ticket gets the attention it requires. Creating automated escalations for virtually any service ticket-related field allows date-specific notifications via email, visual queuing, and technician routing. Monitor SLA tickets by status or technician performance, and keep your team updated on current status

 

How can I track IT inventory and purchase orders?

Discovering and managing IT assets is a tough job for IT teams. With Web Help Desk you can automate the process of asset discovery, tracking, and reporting of your hardware and software assets. Assign an asset to a specific user and get a granular view to a computer’s hardware and software including information such as hostname, make, model, serial number, hard drive, memory, installed software, history, orders, warranty, and lease end dates linked to problem tickets. You can program automatic email inventory alerts on approaching expiration dates to optimize IT inventory planning and procurement forecasts.

 

How can I speed up customer service?

Customer service software provides a central ticketing system as the interface for end users to log tickets and IT technicians to receive and manage tickets. You can speed up or reduce the number of inbound customer support requests by automatically displaying self-service knowledge base articles related to the type of service request and promote self-resolution. When a problem is reported, you can embed videos and attach files or link knowledge base articles directly into tickets. The knowledge base can be extended anytime when repetitive service requests are noticed by your IT agents. The cost per incident for a self-service resolution is less than half the cost of a walk-up or even a phone-in incident resolution.

 

Published on lastbestdeal.com

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Datasheet

 

 

Published on lastbestdeal.com