From the moment a help desk ticket enters your queue, you’re not just judged on your ability to resolve the issue, but also how fast you can make that happen. That’s where a service management tool can make all the difference.
With Web Help Desk, you no longer have to worry about manual ticket generation and the hassle of individually routing each ticket. Incident creation, technician task assignment, SLA alerts, escalations, and tracking every step of the response process—all of this happens automatically. That way, you can close tickets efficiently, help put end users back in business, and restore productivity—which might even make management smile.
Web Help Desk software provides a common sense approach to implementing Information Technology Infrastructure Library (ITIL) best practices and gives you a flexible and easy-to-use solution to simplify IT service management. By automating help desk ticket assignment, routing, and escalation, workflows can become more efficient, which can help you to exceed business needs. By tracking service desk delivery and continually improving end user support, you can go beyond just meeting SLAs and have a positive impact on end user satisfaction.
The centralized knowledge base management function of Web Help Desk allows you to create FAQ articles and build an internal knowledge repository, enabling help desk technicians and IT staff to consolidate and share content. By promoting self-service and providing end users with relevant articles and FAQs, you can improve time to resolution and say goodbye to tickets that don’t belong in your queue. And who doesn’t like problems that fix themselves?
Director of DSS, Martha Stewart Living Omnimedia, Inc.
Enquiries Manager, NHS Evidence
Group IT Manager, Caledonian Alloys Limited
The Gartner Peer Insights Customers’ Choice Logo is a trademark and service mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. All rights reserved. Gartner Peer Insights Customers’ Choice distinctions are determined by the subjective opinions of individual end-user customers based on their own experiences, the number of published reviews on Gartner Peer Insights, and overall ratings for a given vendor in the market, as further described here and are not intended in any way to represent the views of Gartner or its affiliates. SolarWinds was named a 2018 Gartner Peer Insights Customers’ Choice for IT Service Management Tools for Web Help Desk.