Incident and problem management

Incident and problem management

Arm your technicians with ITSM incident diagnostics and ticket routing features to help ensure tight integration and relationships with knowledge base articles, CMDB asset association, service requests, known problems, change requests, and service level agreements.

Overview List of ITSM Ticketing Features:

Email-to-ticket conversion · Customer web portal · Active Directory authentication · LDAP authentication · Custom dynamic forms · Quick ticket templates · Auto ticket routing · Assignment load balancing · Parent/child ticket links · Multi-department task management · Service catalog · Link incidences with problems · Complete audit trail · Work time tracking · iPhone app · Webkit supported web app · SLA alerts · SMS alerts · Email updates · Knowledge base links · Ticket-to-asset associations · Multi-tier task fulfillment · iCalendar subscriptions · Performance reporting · Billing reporting · Data import tools

Test drive these features in our live online environment. Choose one of the demos below.

Tech Demo End-user Demo

Change management

Change management

Change is the only constant, but constant change can be overwhelming. Track and automate your workflows with rule-based approval and voting functionality to help ensure timely communication and fulfillment. Approving managers and change advisory boards (CABs) can be chosen dynamically based on the requester's location, department, and type of request.
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Dashboards and reporting

Dashboards and reporting

Track performance in real-time. Manage the health of your team and identify trouble spots to discover unrealized efficiencies. The Web Help Desk® software includes built-in, customizable dashboard reporting that keeps your finger on the team's pulse. As a help desk administrator, your job depends on managing end-user requests in a timely manner. With the Web Help Desk software's robust graphic reporting tools, you know how your technicians are performing, which locations or customers are in need of extra assistance, real-time billing data, status of service requests, and what problem types are causing the most trouble. Take the pulse of your help desk in real time on the web or have reports delivered by email to the audience of your choice.
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Custom web forms

Custom web forms

Dynamic, custom forms push critical information to technicians from end-users. Now you can create custom service request forms with unlimited fields. Web Help Desk offers dynamically displayed custom form elements based on an end-user's previously selected elements. This function creates an environment where critical data and information is pushed to the technician instead of the technician pulling information from the end-user.

Action rules

Action rules

Business-based action rules help increase your team’s efficiencies through automation. Web Help Desk action rules allow you to automatically assign a ticket at any stage to the individual IT staff or group needed to fulfill the service. Easy-to-configure cascading rules use criteria defined as granular or general depending on your needs. These requirements may be based on virtually any ticket field, including your own custom fields.

Rule evaluation can be triggered at any stage of the ticket’s lifecycle, ranging from its creation to a basic update. The flexibility is yours.

Automated ticket updates may include:

  • Updated ticket assignment
  • Automated priority changes
  • Add approval requirements
  • Running multi-stage tasks
  • Modify ticket fields
  • Many more…

Service level agreement alerts

Service level agreement alerts

Designed to help you prevent loss of customer satisfaction caused by missed SLA due dates. Web Help Desk helps ensure that service level agreements stay on-track and in line by keeping your technicians and clients up to date with configurable email alerts. All new tickets and ticket updates can be emailed to the appropriate recipients. Technicians and management can be alerted via email and even SMS messages when jobs have been left unchecked, unassigned, or incomplete for a specified time period.

Time and materials

Time and materials

Track labor, travel time, and deployed materials, then generate instant PDF quotes or invoices. Invoices can be downloaded by designated clients right from the web. Know your billing status in real-time with powerful reporting options, or download report results as Excel files for further manipulation for your accounting solution.
Streamline help desk ticket resolution through the entire lifecycle and simplify IT service request management.

Looking for more? Upgrade to an ITIL-ready, service experience.

Try SolarWinds Service Desk for more functionality in asset and service management.

  • Full ITIL suite (incident, problem, change, release) paired with customizable automation

  • Automated asset discovery with integrated CMDB for real-time impact on technology and services

  • Powerful service catalog workflow engine and a user-friendly service portal

Let’s talk it over.
Contact our team. Anytime.
+1-866-530-8100
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