Enterprise Help Desk Software for Growing IT Support Needs Match enterprise IT support to the growing needs of your business

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Increase scalability with customizable software

Increase scalability with customizable software

Growing businesses must routinely reconfigure and automate their enterprise help desk software to adjust to their changing needs. Enterprises need a system not bound by the limitations of legacy tickets, with a high level of customization, and equipped with capabilities to let them match support objectives with organizational goals. 

SolarWinds® Web Help Desk® (WHD) software allows businesses to support multiple companies, departments, and projects without compromising scale or efficiency. With flexible, customizable software, WHD is designed to make it easier for businesses to scale and simplify their escalation processes, so even complex issues can be resolved more quickly.

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Triage problems with multi-level escalation

Triage problems with multi-level escalation

Not every technician is equipped to handle every problem that comes their way. When a request needs to go to a different IT team member, the handoff should be quick and seamless. As an effective help desk software for enterprises, WHD can be customized to suit and optimize your organization’s way of triaging and escalating client requests. Easy-to-configure technician groups and tiered fulfillment levels are built to make ticket resolution easier. Delegating and dividing issues among the right team members quickly can lead to quicker enterprise IT support solutions and more satisfied users.
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Seamlessly integrate IT support with ITOM software

Seamlessly integrate IT support with ITOM software

Enterprise organizations need scalable enterprise help desk software seamlessly integrated into existing IT operations management software and ITIL framework. Through connecting the software programs in support of performance and IT operations—like network management or asset management—tech tickets can be automatically created and acted upon when needed. With seamless integration between overall network management and incident resolution, WHD is designed to make it easier to stay on top of performance issues, failures, and configuration changes.
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Cost-effective and configurable IT support solutions

Cost-effective and configurable IT support solutions

Enterprise business are often forced to choose between affordability, flexibility, and ease of use when selecting an IT support software system. SolarWinds Web Help Desk is built so enterprises don’t have to sacrifice one for the other, as it’s cost-effective, configurable, and easy to learn. If your enterprise is looking for a standardized, scalable, and comprehensive solution for addressing end-user issues, look no further than the customizable capabilities of WHD.
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Use automated ticket tracking to prioritize problems

Use automated ticket tracking to prioritize problems

An automated enterprise ticketing system can help automate the key capabilities your IT team needs for effective resolution. For example, the automated ticket creation feature helps ensure help desk teams always have the right information to work with, while automated ticket assignment helps ensure workloads remain balanced and efficient. Additionally, automated routing and escalation can help ensure enterprise service tickets always end up with the right support agent at the right time. 

These automation functionalities can save help desk teams valuable time and effort and increase productivity. As a result, customer service issues are resolved quickly and efficiently.

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Do you find yourself asking…
  • What is enterprise help desk?
  • What does an enterprise help desk do?
  • How does enterprise help desk software work?
  • Why is enterprise help desk software important?
  • How does Web Help Desk help improve enterprise IT support?
  • What is enterprise help desk?

    Enterprise help desks focus on practical and tactical approaches for handling tech tickets and fulfilling client requests for assistance. The assistance provided by an enterprise help desk is specific to the product or service offered by the larger enterprise. 

    Traditionally, help desks have primarily been focused on the technology itself rather than the experience of the end user. The goal was to ensure critical IT resources were operating smoothly and allowing the business to function at its highest capacity. This is still a priority with the latest help desk software, but now there’s equal emphasis placed on optimizing the customer experience through efficient IT systems. 

    A user might contact an enterprise help desk if they needed help resetting a password or repairing a server. The most important thing a help desk does is provide incident management and escalation services designed to help users resolve technical issues as quickly possible. It minimizes wait times, offers solutions, and facilitates the main function of the organization through systematic ticket management.

    What makes help desks so useful for customers can also help enterprises run smoothly. In large companies, employees need a one-stop shop for solving issues both inside and outside the IT sector. When it comes to HR, for example, help desk software can help implement service catalogs and employee self-service portals. This process standardizes operations across different departments and makes it easier for everyone within the company to find what they need and act accordingly. Adapting help desk software to the needs of an enterprise makes it easier to troubleshoot within the corporate network and solve problems quickly without outside assistance.

  • What does an enterprise help desk do?

    Any enterprise help desk should perform four major functions. First, it should provide a single point of contact, so users can seek help and always know where to go when they have a problem. Similarly, it should be able to effectively answer questions and produce solutions. Third, it should help service agents within the agency—for both internal concerns and external customer issues—be more productive. Finally, an IT help desk must measure user satisfaction and compile data for analysis. Overall, enterprise help desk software provides a system for creating tech support tickets, distributing them among support staff, and helping individuals respond to problems with embedded tools for troubleshooting. It also prioritizes important tasks and monitors the health of support via metrics like ticket volume and resolution time. Enterprise help desk software also benefits large businesses by offering workforce scheduling, call quality tools, recruiting and hiring practices, multi-channel support, and more.

  • How does enterprise help desk software work?

    When companies first start out, directing service requests to ordinary internal IT teams and addressing issues over email may be sufficient. As these organizations grow, a customer service agent or team of agents will be unable to handle the sheer volume of tech tickets. Enterprise help desk software works by scaling user support. It creates a systematic way to accept, track, and respond to enterprise IT support requests. Many software programs also provide capabilities like a self-service portal, service-level agreement management (SLA), and analytics. Enterprise help desk software also builds a repertoire of past questions and answers to reduce service requests. Help desk automation frees up agent time and keeps actions consistent. Enterprise help desk software can also create a community forum, so users can ask and answer questions amongst themselves online. Enterprise help desk software provides flexible and customizable support solutions specifically adapted for any growing business. 

  • Why is enterprise help desk software important?

    Enterprise help desk software is important because an inefficient enterprise help desk is unable to meet internal and external IT demands, which compromises productivity. If no enterprise help desk software is in place to manage user questions or requests, tech tickets often get lost in a mass of data. Without the enterprise ticketing systems provided by this kind of software, issues take longer to resolve, and IT support history is lost, thereby limiting IT teams’ ability to troubleshoot in the future. Many kinds of help desk software fall short when it comes to scalability and flexibility. Help desk software incompatible with a company’s growth greatly reduces quality of service for customers. Customization restrictions within the software can also limit IT support’s ability to resolve client issues in the most efficient way possible, which negatively affects the client’s experience. However, the right enterprise help desk software optimizes tech support potential.

  • How does Web Help Desk help improve enterprise IT support?

    Web Help Desk helps improve enterprise IT support by offering an affordable way to organize enterprise help desk ticketing and asset management. It’s designed to simplify and streamline IT help desk processes from creation to resolution using an intuitive web interface. Tech support teams can use rule-based routing and escalation plus real-time tracking and alerts to automate ticket management. Web Help Desk also features automated IT asset management for tracking and managing hardware and software. The embedded knowledge base in Web Help Desk aids in the self-resolution of issues and prevents agents from generating new responses for common, previously answered questions. Web Help Desk can be integrated with SolarWinds Network Performance Monitor, Server & Application Monitor, Network Configuration Manager, and other Orion® Platform products. Apple users can also access Web Help Desk on their iPhone and iPad via the mobile app. By automating many of the processes capable of slowing down an IT support team, Web Help Desk frees up time and resources.

What is enterprise help desk?

Enterprise help desks focus on practical and tactical approaches for handling tech tickets and fulfilling client requests for assistance. The assistance provided by an enterprise help desk is specific to the product or service offered by the larger enterprise. 

Traditionally, help desks have primarily been focused on the technology itself rather than the experience of the end user. The goal was to ensure critical IT resources were operating smoothly and allowing the business to function at its highest capacity. This is still a priority with the latest help desk software, but now there’s equal emphasis placed on optimizing the customer experience through efficient IT systems. 

A user might contact an enterprise help desk if they needed help resetting a password or repairing a server. The most important thing a help desk does is provide incident management and escalation services designed to help users resolve technical issues as quickly possible. It minimizes wait times, offers solutions, and facilitates the main function of the organization through systematic ticket management.

What makes help desks so useful for customers can also help enterprises run smoothly. In large companies, employees need a one-stop shop for solving issues both inside and outside the IT sector. When it comes to HR, for example, help desk software can help implement service catalogs and employee self-service portals. This process standardizes operations across different departments and makes it easier for everyone within the company to find what they need and act accordingly. Adapting help desk software to the needs of an enterprise makes it easier to troubleshoot within the corporate network and solve problems quickly without outside assistance.

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What does an enterprise help desk do?

Any enterprise help desk should perform four major functions. First, it should provide a single point of contact, so users can seek help and always know where to go when they have a problem. Similarly, it should be able to effectively answer questions and produce solutions. Third, it should help service agents within the agency—for both internal concerns and external customer issues—be more productive. Finally, an IT help desk must measure user satisfaction and compile data for analysis. Overall, enterprise help desk software provides a system for creating tech support tickets, distributing them among support staff, and helping individuals respond to problems with embedded tools for troubleshooting. It also prioritizes important tasks and monitors the health of support via metrics like ticket volume and resolution time. Enterprise help desk software also benefits large businesses by offering workforce scheduling, call quality tools, recruiting and hiring practices, multi-channel support, and more.
Close
How does enterprise help desk software work?

When companies first start out, directing service requests to ordinary internal IT teams and addressing issues over email may be sufficient. As these organizations grow, a customer service agent or team of agents will be unable to handle the sheer volume of tech tickets. Enterprise help desk software works by scaling user support. It creates a systematic way to accept, track, and respond to enterprise IT support requests. Many software programs also provide capabilities like a self-service portal, service-level agreement management (SLA), and analytics. Enterprise help desk software also builds a repertoire of past questions and answers to reduce service requests. Help desk automation frees up agent time and keeps actions consistent. Enterprise help desk software can also create a community forum, so users can ask and answer questions amongst themselves online. Enterprise help desk software provides flexible and customizable support solutions specifically adapted for any growing business. 
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"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's simple to use, fully customization, 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."
Matthew Kaczmarski
IT Manager
Carmike Cinemas, Inc.

Enterprise help desk software improves enterprise IT support

Web Help Desk

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