Solarwinds Web Helpdesk

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SolarWinds Web Help Desk (WHD) is a 100% Web-based help desk and asset management software that includes a host of powerful features to simplify and streamline incident management. Affordably priced per help desk technician and easily deployed, WHD saves
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Description

Web-based Help Desk Software with Automated Asset Discovery & Management

Monitor & Manage Service Requests

Take full control over incident and problem management by automatically converting emails to tickets, routing and assigning tickets to staff groups, and improving efficiencies by enabling automatic escalations based on business requirements, repetitive tasks and ticket severity.

  • Email-to-ticket automation – IMAP, POP, & Exchange®
  • Action rules for ticket assignment and routing
  • Service Level Agreement (SLA) alerting
  • Performance reporting dashboards
  • Customizable service request web forms
  • Active Directory® integration

Automatically Discover and Manage IT Assets

Auto discover assets spread across your network based on IP range/subnets, associate assets with end-users and help desk tickets, and easily track assets by establishing parent-child relationships. Incident history enables a comprehensive audit trail of help desk tickets associated with each asset, giving clear visibility into potentially expensive repairs and helping you make informed decisions on asset replacement.

  • Automated asset discovery
  • Hardware and software tracking
  • Reservation desk for loaner assets
  • Asset relationship tracking
  • Warranty and lease expiration alerting
  • Request to end-user/owner linking

Deploy Searchable Internal and External Knowledge Base

Quickly resolve repetitive and known IT issues by enabling employee self-service through FAQs and knowledgebase articles. Save time and money—and reduce overhead—with powerful knowledgebase management.

  • External knowledgebase for end-users
  • Internal knowledgebase for help desk techs
  • FAQs for quick resolution of easy service requests

Communicate with End-Users and IT Staff

Simplify the way you communicate and manage help desk tickets with two-way email correspondence. Receive email notifications on your mobile phone via SMS alerts, automate escalation processes and improve efficiency through customer satisfaction surveys.

  • Two-way email correspondence
  • Email and SMS alerts
  • Mobile request escalation
  • Customer satisfaction surveys and reporting

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