Learn how to centralize, automate and streamline ticketing management with SolarWinds Web Help Desk. Get rid of manual ticket tracking. Benefit from an highly customizable web-based IT help desk software that allows you to build automated workflows for ticketing management, IT asset management, change management, knowledge management , and more.

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.
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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
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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.
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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
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4. Top 5 Reasons to Use
Web Help Desk
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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 .
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5. 1. Centralized Help Desk Management
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• 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
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• 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
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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
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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
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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
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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
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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
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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.
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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
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11. Integration with Other IT Products
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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
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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.
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D O W N L O AD , I N S TAL L , AN D D E P L O Y
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• 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
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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.”
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N AS A ( U S A)
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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
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C AR M I K E C I N E M AS , I N C .
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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
sales@webhelpdesk.com
P: 1.877.943.0008

17. THANK YOU!
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www.webhelpdesk.com