Marketing description

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.

Key selling points

• 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

Product features

• Simple and affordable IT help desk software for all IT teams
  Web Help Desk offers an intuitive Web interface to centrally manage service tickets, and simplify and automate help desk tasks for IT technicians. Whether you are running IT support in a small or large organization, or if you are an MSP offering managed support services to customers, Web Help Desk is flexible and scalable to meet all your requirements.
• Centralize, streamline and automate ticketing management
  Web Help Desk is an easy-to-use ticketing management software that automates help desk ticketing tasks to simplify ticket creation, routing, escalation, and management.
• Automated IT asset discovery and IT asset management
  Web Help Desk is an IT asset management product that enables you to automatically discover your software and hardware assets, and manage asset assignments, history, and associated service requests, all from a single user-friendly web console.
• Help desk knowledge management
  Web Help Desk includes a built-in extensive, searchable, and easy-to-use knowledge base for technician knowledge management and for promoting self-resolution options to end-users and help reduce the number of inbound service requests.
• IT change management and change approval workflows
  SolarWinds Web Help Desk software delivers a simple and automated process for managing and controlling change requests. You can customize change approval workflows varying from single approval to multiple approval levels.
• Simplify incident and problem management
  Web Help Desk simplifies incident and problem management by allowing you to link multiple incidents to a problem for efficient ticket management and resolution.
• IT project management and business process automation
  With the help of flexible and customizable parent-child relationships for tickets, Web Help Desk simplifies management of recurring tasks such as employee onboarding or termination, and IT projects such as infrastructure setup or migration.
• Help desk performance reporting
  Web Help Desk software provides numerous help desk reports to monitor technician performance and ticket status. It also tracks customer support needs by location, real-time billing data, and incidence frequency.
• SLA tracking and management
  Prevent your SLAs from falling through the cracks. Web Help Desk helps ensure that you maintain all levels of service agreement. Set up 'SLA breach approaching' notifications and date-specific SLA reminder alerts for effective SLA management.
• Leverage existing Active Directory and LDAP infrastructure
  Web Help Desk software empowers you to discover and import help desk client account information from your existing Microsoft Active Directory (AD) and LDAP directories.