Government Help Desk Software Resolves Time-Sensitive Issues Quickly and Within Budget
Fully functional for 14 days
Providing IT support to government agencies is impacted by budget and resource constraints
Limited resources
Budget and staff constraints faced by government agencies can greatly hinder their ability to provide fast resolutions to users.
Insufficient knowledge base management
Support teams that don’t tap into email ticketing when building their knowledge base are missing one of the richest sources of information.
Incident and problem management
Lack of a centralized ticket management system in educational institutions can lead to slower response times, ticket errors, missed tickets, and unhappy end-users.
Maximize support budget and resources and improve user support
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Deliver end-user support without compromising security
Protect the integrity of agency and end-user data with security best practices.
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Simplify IT asset management
Keep IT asset details in one place with integrated asset discovery, management, and tracking.
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Automate ticket tracking and prioritization
Improve productivity and resolution times with automated ticket assignment, routing, and escalation.
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Streamline help desk operations
An automated support solution with ticket alerts results in cost savings and happy customers.
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Monitor real-time performance
Robust performance reporting tools help pinpoint recurring issues and where extra help is needed.
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Deliver secure end-user support
Protecting end-user and organization data is a critical component of help desk software. Avoiding security breaches on the support level requires the right mix of people, processes, and technology controls. With Common Access Card (CAC) capabilities, mandatory two-factor authentication, and Active Directory integration, Web Help Desk® software is designed to keep information and interactions between government agencies and their end-users secure, protected, and safe. In addition, enhance security by enabling FIPS-mode SSL connections for protocols that include HTTP, Microsoft Exchange, IMAP, POP3, SMTP, WMI asset discovery, LDAP, and the SolarWinds® Orion® Platform, and meet certain regulatory compliance requirements with FIPS 140-2 compatible cryptography.![]()
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Simplify IT asset management
Managing and tracking IT related assets presents endless challenges for IT support teams. Without integrated help desk asset tracking, government agencies face compounded difficulties when providing support. Tracking down missing details on parts, billings, recalls, and system updates, or scheduling replacements can present a massive time and resource burden on support staff that is already stretched thin. Automated asset discovery and the ability to bulk import assets makes it easy to keep IT inventory up to date, conduct faster auditing, and provide error-free help desk reporting. -
Automate ticket tracking and prioritization
Without workflow-driven automation and prioritization, support agents spend more time managing and tracking tickets than fixing problems. A fully integrated and automated ticketing and alert system allows IT teams to centralize all tickets from request to resolution. Automating manual and repetitive tasks, streamlining service workflows, and automatic assignment, routing, and escalation to the right agent at the right time improves response times and helps increase end-user satisfaction. -
Streamline help desk operations
Responding to recurring support requests takes up valuable time that could be spent working on new or more complicated issues. Leveraging the built-in, searchable, and easy-to-use knowledge base enables IT support staff to create and maintain FAQ articles directly from a ticket and make them available to end-users. This resource helps limit the number of inbound service requests, frees the IT support agent from ticket overhead management, and allows users to quickly find the answers to the most common issues when they need them. -
Monitor real-time performance
Without a centralized dashboard, it is hard to quickly evaluate support team performance, productivity, and workload. Manually generating reports can take time managers may not have. Being able to see trends as they are developing, or over time, can assist teams in deploying resources and identifying systemic problems and issues. A centralized dashboard showing data related to technician performance, customer support needs by location, real-time billing metrics, and incidence frequency can confidently pinpoint bottlenecks and where improvements are needed.
20 technicians are using the system, and we have process rules set up that will automatically assign tickets in some instances… It serves our end goal of a pain-free customer interface."
CM Ware
IT Manager at National Aeronautics and Space Administration
Provide affordable, easy to use support to public sector customers
Customizable, cost effective support software trusted by federal DOD and civilian agencies
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