How Internal Help Desk Software Helps HR, Accounting, and Facilities Departments

Web Help Desk for HR, Accounting & Facilities Departments [47:12]

Web Help Desk

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Video Transcript

Okay, I think we're going to go ahead and get started. Again, hello and welcome. The webinar is Web Help Desk for HR, Accounting and Facilities, and again, focusing on providing an overview of Web Help Desk and how it can work in your respective department. We reached out to our IT professionals and asked them to invite many of you to join us here today, so some of you may already be familiar with Web Help Desk in another capacity, but if you're not, we're going to run you through a quick overview of what Help Desk is and how it can work for you. My name is Karla Palma, and I'm one of the Product Marketing Managers here at SolarWinds working on Web Help Desk. We have a great group of ‘SolarWinders’ gathered to participate on today's webinar. Say hello, you guys.

Hello. [Laughs]

But before we get started, let's take care of some housekeeping and just quickly run you through today's agenda to provide you an overview of what you'll be seeing. We have about an hour for today's content, and in addition, we'll take some time at the end for some Q & A. Like I mentioned, we've got a great group of people joining us here, so first we'll run through some quick introductions. We'll go through what Help Desk is, review three use cases and demos, one for each of the departments that we're highlighting: HR, Accounting and Facilities, again. And we'll be joined by a few more SolarWinds subject matter experts to help guide the conversation in each of the three areas that we're tackling today. Then of course, we'll go through some Q & A. Of course, we'd like to make this as interactive as possible, so we'll have a few team members here live on chat ready to answer your questions throughout the call. Keep an eye out. You'll also see some polling questions pop up throughout the call, just to give us a better idea of everyone that's participating today. So, please feel free to share your thoughts when you see those come through. So with that, let's get started with some introductions. Milan Hulik is our Web Help Desk product manager, and as you can see, he only likes to be photographed in black and white. Milan, say hello.

Hello, guys.

And we've got Aaron Richardson. He's one of our best SolarWinds engineers and we are extremely lucky to have him here.

Good morning, good afternoon, good night.

We'll also hear from Monica Willis. She's our Global HR Director who is literally joining us from halfway across the world. And Sara Wright and Christina Bulman, who are keeping us honest here in our accounting department. They're from, of course, our SolarWinds team here. And of course, keeping us altogether for us is Angeline Kelly, and my counterpart Josh Berman is here, along with Tyler Jo Lizall, so we really have a full house of Web Help Desk enthusiasts. Thank you, guys. So, why did we decide to put on this webinar? From our ongoing research, one of the challenges that we hear from our IT technicians is that their time is the absolutely most valuable resource, and so, many of them have come to use Web Help Desk simply because it improves resolution time by 20 to 40%, and that's according to TechValidate. It really helps resolution for Help Desk and IT support. So time is of value. And one of the things that allows them to get more of their time back is limiting the amount of software programs in place to make the workplace more efficient with one piece of software for each of those departments. So Web Help Desk, we know, can work in other departments to have a unified tool that is easy to use, customizable, and of course, familiar to all of our folks. So, Milan, can you give us a basic refresher on Web Help Desk for those that are not as familiar with the product?

Of course, Karla. Thank you very much. Can you guys hear me fine?

Yep, we can hear you.

Okay, great. So, I shall introduce myself first. I've been with SolarWinds since 2012 on different positions, and I've been a Web Help Desk product manager since March this year. So, just a little bit of background about me and then I'll speak about the product.

So what is Web Help Desk? I actually do not think that it's possible to describe this product with one strong statement. Web Help Desk is so big and feature-rich that we actually need a 60-minute-long webinar to show what it does. So, let me touch some of the core functionalities of this product.

As you can see here on the bulleted list, Web Help Desk is web-based ticketing and asset management software. What that means is that basically, Web Help Desk is an automated system for opening, tracking, and closing internal— it could be IT support, HR, facilities, or finance-related tickets. It also automates the process of tracking and managing software and hardware assets, giving details on what is being used and by who. Web Help Desk allows teams to be more efficient and streamline processes.

Now, this is what I love about Web Help Desk the most. It has a highly configurable workflow engine to ensure that change management qualities and procedures are adhered to, and this actually leads to a fact that every customer will set up Web Help Desk his own way. And it's difficult to find two companies with similar setup. I haven't seen two companies with similar setup in my seven months on this position. So these configurations are based on the customers' internal environments, and all the processes can be set based on a whole company, or you can set processes based on the department, or based on the location. So, there could be one Web Help Desk installation for IT, HR, Facilities, and Finance altogether, and it would behave differently for each of these departments. So for example, one department can choose that they want to have an approval process tied to a specific request type. Another department might want to actually trigger a set of tasks based on another request type. A third department might want to do all of it. So, that's about streamlining the processes, automations.

Next thing, what Web Help Desk does fairly good is that it simplifies service requests creation to resolution. So, Web Help Desk basically guides clients through the ticket creation. It automates assignments of the ticket to a specific group or specific technician. It automatically sends ticket updates via email to a client or technician. It's configurable. It tracks time I'll spend working on a ticket, and the resolved tickets can trigger a survey email being sent to a client with a satisfaction form, for example. And Web Help Desk can actually close the ticket automatically after a configurable amount of time.

And last but not least that I'd like to touch, is that Web Help Desk offers a built-in knowledge base for self-resolution of issues and automation of change management. So if you want to save yourself a little bit of time, you will set up your knowledge base database within Web Help Desk that will auto-populate answers to frequently asked questions automatically based on what your clients are selecting during the ticket creation process.

So, Milan, really quickly. Sorry to interrupt you, I just wanted to clarify. Can you add a little bit more context as what you consider a knowledge base, just so that we all know exactly what that means?

So, it would be basically a database of questions and answers that you can create within the system.

Got it.

And this database, each of the questions and answers— you have one question and one answer tied to it— can be linked to a specific request type, right? So it's one or it's multiple. So when your clients are actually selecting that, hey, I'm just going to create a HR ticket and I want to create a HR ticket, or it would be a request type called HR, a sub request type could be New Hire, then an FAQ would pop up and say, well— I don't know, it could speak something. I just don't have a good example. But it would give you some common questions and answers that come through this process that you can link to that.

Got it. So, essentially what it'll do is, if I have a question for HR, it might give me the answer without me even having to open up a ticket so I can actually resolve that on my own. Okay, got it, perfect. Thank you for clarifying that.

Yeah, you're welcome. So, that's a small intro from me. So, Aaron, what do you think now, what Web Help Desk does the best?

Oh, that's a great question. The way I look at Web Help Desk, I look at it as a communications platform, Milan. The key thing within any organization is communication between all the different groups. So from the technician side, you always want to communicate with your end-users what am I doing? Where am I going? When am I going to have your thing set up? From HR, you always want them to know what it is that you can offer. Facilities needs to be able to respond nimbly and quickly to either scheduled requests or ad hoc requests, and the same thing on the finance side. You always want to be communicating with each other. I think we've got some of our finance people here that can talk about that one person needs to do some things before somebody else kicks it off. You want to document all of that. So again, to me it always comes back to communication. Whether we're doing it through self-service, whether we're kicking that off through an automation of that communication and opening up tickets that are going to pass along information. Being able to track all that and show our value up the chain, and how we're getting things done. Getting feedback from our end-users and knowing where we can improve, how we're doing things well, and then, just from the standpoint, also, Web Help Desk allows us to alleviate the use of additional programs. So, we're only monitoring, we're only managing, we're only implementing one single program across the entire organization.

Which I think is key, right, in saving time and having one communication, one way to communicate across departments. That's fantastic. Well, thank you guys for offering us this quick overview on what Web Help Desk does and what problems Web Help Desk helps solve. I want to turn it over and go on to the next slide and really talk about, specifically, how Web Help Desk helps our Human Resources team. We've got Monica Willis here on the line. Monica, can you hear us okay?

I sure can, can you hear me all right?

Yes, we can hear you just fine. And one of the things that we wanted—perfect— one of the things that we wanted to chat about— We've done some substantial research here both internally with our customers and other human resources experts, and, Monica, there were three things that really rose to the top that were key for the HR team, and we wanted to touch on those. I think it was confidentiality, framework, and self-service. So I know when we started talking about confidentiality, it's just utterly important to have a limiting access to sensitive information from an HR perspective. Can you tell us a little bit about that?

Absolutely. So, especially in my organization, we may receive a request from an employee. Maybe it's even as simple as a request to update their dependent information in the system and they've forgotten how to do it, and so they send us in a note to say hey, I need to update my dependent information, here's their birthdate and social security number. Well, all of a sudden, you've now sent extremely confidential data via the web or via email, and obviously, the employee may or may not know better to do that. We would clearly not do that from an HR perspective to send information out, but as information is coming back in, we want to make sure that there is a way to lock it down and to keep it so that only the folks that need to know the information have access to it. So one of the things that we do as an organization is to make sure that requests that come in can come in through a ticketing system that's locked down with certain restrictions. And as people are submitting information, it can easily be kind of controlled and maintained and not just over email for anybody to gather.

Yeah, and I feel with all of this security issues constantly popping up, that is definitely one of the key factors for you and your team. Now, as far as having a framework in place, I know that that's also extremely important to help manage your team's time as far as who gets those requests. How does that work from your perspective?

Absolutely. So, it's pretty complicated in HR. A lot of folks that haven't worked in HR before think that you just call your HR rep and they have the answers to it, but the reality is that we have many divisions of HR and many experts in the function, everything from compensation to benefits to learning and development to recruiting. And so depending on the question, the person receiving the question may or may not know the answer. So this is a way that we can actually streamline it. The knowledge base that was mentioned before is incredibly helpful because the first line of defense may not know the answer, but maybe the information is in the knowledge base. And then the second thing is that we can actually route things to the appropriate users. So, we can have experts that are linked in and can receive those requests.

That's fantastic, and I know obviously, with the amount of employees that you work with, having the ability for them to have a self-service option where they can answer a lot of those questions, I'm sure is really important, and again, goes back to saving your team a lot of time.

So this is critical not only for my team but for the employees. We are inundated by information in this world today. And from an employee perspective, if we have a question, we want to get it answered quickly so we can move on to other things. And having information at your fingertips where you can type into Google your question and get a number of responses is critical. And so having a self-service option is absolutely critical for us.

Yeah, I think so. Well, I think one of the things that we wanted to showcase as part of the HR focus is Aaron wanted to kind of run us through what does that look like? What does that knowledge base look like? So, Aaron, I think you have an example for us on showing the knowledge base specifically for an HR example.

I sure do, Karla. I just want to make sure of what I'm sharing at the moment. All right, so one of the ways that we can communicate with the end-users and one of the self-service ways that Monica was talking about is to publish information as the request type gets built out. So, I'm going to do a sample build-out here of an HR request and you'll see over on the right-hand side of my screen, that a number of frequently asked questions, what I call FAQs, appear. So if I'm building out an HR request and I want to know, maybe this was how do I request paid time off or PTO? Or how do I get my W-2? So, rather than me opening up a ticket or sending an email to do these things, I can solve that on my own just by clicking on the frequently asked question.

Now, is this easy to set up once you have all of that information?

It's absolutely easy to set up. I can create a frequently asked question or a FAQ in a number of, in a couple of different ways. One, I can go to the FAQ screen and just build it. What's my question, what's my answer, put any links that I might want to have in there. Another way that I can do that, and the IT folks are probably familiar with this already, as I begin to address tickets, and I'm closing out a ticket, I'm going to populate an amount of information. And what I can do is I can publish a FAQ on the fly, is what I call it, directly from the screen, and I can show that in a little bit.

That's fantastic. Well, thank you for showing us that. Monica, thank you so much for giving us an overview of how HR can work with Web Help Desk. [Audio cuts out] little bit about our accounting teams. So I want to introduce Christina and Sara.

Hi, I'm Christina Bulman. I am a senior accounting manager here at SolarWinds, and have done accounting for over 20 years.

And I'm Sara Wright, and I've been with SolarWinds for about a year now, and I have been doing accounting for over 20 years.

That's a lot of accounting there. [Laughs] I like that, [laughs] I like that. Well, thank you for joining us. I know that we also had some conversations around accounting and really what your team looks to, and one of the interesting things, I think that there seems to be a theme across departments. For accounting, also, we had confidentiality of course rise to the top of framework, and then having checks and balances in place. I know with the confidentiality portion, limiting access to financial information based on everybody's role was something that was really key. Can you add a little bit of context to that, and why we can't all be seeing finance information?

Yes. Depending on what accounting software companies use, the accounting software typically has built-in roles, so that each individual has a role. However, not everyone in accounting needs all that information. You have sales people that want to know what's happening with their customers. Have they paid their bills? You have people doing work that want to know if their vendor's been paid. So, accounting really applies to all aspects of the organization. Through Web Help Desk, you can have those people go in and do a ticket asking for a report or asking for information when they don't necessarily need access to your accounting system. Management could go in and ask for specific reports to be run, instead of them having to log in, go through all the accounting software. If they just need a specific report, to save time for them, they could go into Web Help Desk and have reports requested, ran for them, sent to them, and they can get their information faster.

Oh, fantastic. Now as far as—again, going back to this notion of having a framework, I know with accounting, it's really important all the time to keep things moving forward as far as making sure, like you said, that we are paying those vendors, and making sure that invoices are coming through. Can you add a little bit about how that works and how Web Help Desk can help?

All accounting is based on is segregation of duties, checks and balances, making sure things are approved before they go out. You want to be as above-board and ethical as possible, and make sure that everything is done correctly. So if you're generating invoices for the company to send out to your customer, you might be one person in a billing department responsible for all the bills. You could easily set up a ticket to send to your manager with a file saying here's the bills I'm sending out, do you approve these to be processed and sent to customers? They might know something that you don't, or the person doing the work might know something that accounting doesn't, that they could verify that everything going out is accurate. The same for paying bills. You don't want one person in accounts payable to be entering the bill, paying the bill, reconciling your bank account, so just as a way to make sure approvals and processes are in place, that person that's paying the bills can shoot a Web Help Desk ticket to a manager saying, "Here's our cash balance." "Here's the bills I want to pay." "Do you approve me to process these?" It's pretty much setting in place processes and approvals for smaller to medium-sized companies that are not necessarily built into your accounting software.

Got it. Now, I know that a lot of smaller companies, smaller and medium-sized companies, still rely on getting approvals either by sending an email to have an invoice approved, and just kind of waiting for a reply from that approver, or in some cases, I still actually see people print out things and pass a folder around so that there can be an approving person that signs off on that. Can you tell us a little bit about why you don't want to be in that situation?

That's not a good situation because there's no way to track it and go back. And six months from now someone says, "Who approved you to pay that bill?" Well, I had my email but the email crashed, or I've gotten so many emails since then, I'm not sure where I filed it. Web Help Desk solves all of those problems by having all of your communication in one centralized place. When you walk around invoices or bills to have them approved, you don't always recognize that signature when the person's no longer with the company, or they scratched it so fast that you can't make any sense of it even the next day, so Web Help Desk would also track all of those approvals in a central place. It would also let you see patterns on, oh, marketing wants this report every day on their vendors, maybe we can set that up in our accounting software to run and send it to them on a daily basis so they don't have to keep asking and we don't have to keep running it. So patterns can emerge and you can maybe automate some tasks that make things run smoother and more efficiently.

That's fantastic. I think that's probably one of the key things. Just having those checks and balances in place to make sure that everything is going smoothly. Now, Aaron, can I turn this over to you so you can show us a little bit about how we actually can use Web Help Desk for accounting functions?

Absolutely. So, a number of ways that we can do that. Let me just pull up my screen real quick.

Can we hear you okay? Okay.

So, one of the things that we can do is we can automate the overall process, right? And that is really key in ensuring that we are compliant with all the levels of compliancy that we need to be, whether that's our box or any other level. So one of the things that I've done as a demo is to create an automated monthly, month-close task.

Yes, at month's end, people need to have specific tasks in order to close your books at the end of every month. So, those tasks can be dependent on other people. They're typically a short close cycle, so everyone knows what's getting done, at what time, and how long it's taking. So, Aaron's pretty much made this magical so everyone can track where everyone is in the process.

Right, and so every month on a particular day, this month-end close kicks off. There are a number of elements that go along with that, whether that's a pre-close or a sequential day-to-day close: day one, day two, day three, et cetera. And that's just my lack of imagination to give it a different name. But interestingly, at the end on day six, we also incorporate an approval process where the CFO has to sign off on everything that's incorporated into that. And as part of the ticket, we can add in attachments so that when he's looking at the myriad spreadsheets and all the stuff that I have a hard time looking at when I look at financial statements, he can digest that. But also, we can archive that in the database so that when we go back and look from a historical tracking standpoint, we see who signed off on it, who did the work, and all the information is there as we go back through the process.

Sure, it's a great historical, which I think of course is super important within accounting department, right?

Yes, and it's so much easier than searching through your emails. [Laughs]

Yes. And much easier to prove when somebody gets something.

That's fantastic. Well, thank you Christina, thank you Sara, for giving us just kind of that insight into accounting, that's fantastic. We're going to move on now to specifically the facilities department, and we had one of our customers, Rand Anderson, who is the facilities manager at Northern Tool, and we had a chance to chat with Rand at length about why and how he actually chose Web Help Desk as his tool, as his preferred tool for his facilities team. And Aaron, I know that we've talked at length about how it came to be, and let me just give you a little bit of context. Rand Anderson works for a company named Northern Tool, and one of the things that they had been tasked with is they were still using Outlook to manage their tickets. And he really felt they were doing fine, but there was a directive from a senior VP to find a solution that was going to be a little more effective for them. And they went out and they started reviewing a couple of different options, but at the end of the day, it came to light that Web Help Desk was going to be the best option for them for a variety of reasons. One, it was a cost factor. And two, Web Help Desk integrated already with some of the Orion products that they already owned. So, you know that Web Help Desk integrates very well with our platform. And then the last thing was just a real simple ticket and real easy way that the flow worked. One of the things that was really important for them was to make sure that they had the opportunity to respond to customers quickly. Obviously as a facilities team, if someone tells you that they're— they need a new light bulb or something isn't working, that's something that needs to be taken care of very quickly. So, just going back to what we talked about, a couple of things, again, rose to the top from a facilities perspective: the need for urgency. Again, having just a framework in place to streamline requests. And then the opportunity [laughs] the opportunity, excuse me, to have reporting capabilities, which were also really important to him. So one of the things I wanted to talk about is this notion of Web Help Desk offering and being able to provide this sense of urgency, so that when someone opens up a ticket, how does that work?

It works a lot like it would for IT, and if you take a step back and you think about the role that the facilities team is playing, it's not entirely different from the role that the IT folks are playing. In fact, where IT folks are dealing with the server equipment, the computer equipment, the facilities people are dealing with the physical equipment, right? The light bulbs that you talked about. It could be air filters and whatnot, but when somebody is in their office and they're working and then they start feeling a little hot and they try to adjust the thermostat, that's a lot like working with your email program and it's running a little bit slow, so you get frustrated, you get a little, to coin the term, hot under the collar. And you want some response, so you open up that ticket. Now you want to know that somebody's on the ticket, because you're hot now, you're not hot an hour from now.

That makes sense.

You want to initiate that, so Web Help Desk is going to help out with that. As they open the ticket, the ticket's going to get routed automatically to the local facilities person. It's not going to be an email that goes out to somewhere, right, we all know how that works, whenever they get back from lunch or whatever. But when the facilities people are able to get that level of communication, the assignment goes out to, say, Karla, who's the facilities person for my floor. She can immediately respond. She doesn't have the backlog. She's not looking through the entire email list of all facilities requests coming into that organization, right?

Sure. Well, I think that makes all the sense in the world, and one of the other things that when we were talking to Rand that came up was, it was really important for him to have an opportunity to generate those reports. Because from his perspective, he manages over 100 retail stores, so you can imagine he's got all of these technicians that he needs to assign these tickets to. So for him it was important, one, to have the right amount of coverage in place to manage all of those stores, and the ability to provide his director reporting on how effective his team was being. From that perspective, can you talk to us a little bit about the reporting and capabilities? And, Milan, if you can also jump in here and tell us about this reporting, that'd be fantastic.

Sure, and, Milan, I'll give you a second here. I think all of us— I think I was looking at some of the responses earlier. There's a large number of us that have lived in IT before, and we all can identify with the notion that somebody thinks we're not doing enough, right? Whether in IT, they think that we're sitting around at Starbucks staring at the bat phone waiting for it to ring. Facilities probably feels a lot like that too. So being able to generate some reports and to show our value up the chain, to show how it is that we're responding quickly and as I say, nimbly, to the requests that are coming in from our end-users, really empowers the management chain to say these are the things that we're doing. And oftentimes, and I'm sure our friends over in accounting and HR can identify, that we're not in the sales organization, since we're not actually moving the widgets or making the widgets, we can often be perceived as, dare I use the term, "sink" for money, right? Well, if our management chain can generate these reports and show our value, this is how we're enabling the frontline organizations to perform their jobs. This is how we're keeping the lights on. This is how we're keeping the servers running. That allows them to go into the conversations later down the road to say, the reason that we're asking for money for IT equipment, the reason that we're asking for another crack in the server room, the reason that we're asking for all these additional things is because, and you hand over the documentation that supports the request, and the same thing with additional head counts.

Sure, some really good point there.

What do you think, Milan?

Yeah, I completely agree. There is one more thing that I'd like to mention when it comes to facility management. And I've fairly often seen facility management being contracted. So basically having— most of the companies will just use somebody to do the facility management for them. It's not an issue when it comes to Web Help Desk and when it comes to how you set it up. You can definitely integrate other companies within Web Help Desk as well. But what's more important, these contractors will charge you money for the work they do, for the time they spend on doing their work, and Web Help Desk can help you track the time that they spend on working on it. Plus, the reporting framework can help you generate reports and show you what was actually the cost of their time spent on there. So, it's not only about reporting around number of assets that you have available, but it's also reporting around the money and the billing and the costs, and also around reporting of how are your technicians doing, how fast are they resolving the issues, and it might give management an idea to see do they actually need additional people within facility management, or HR or anywhere else, or not. So that's just my two cents that I'd like to add to this topic.

Definitely agree. Well, Aaron, do you have an example to show us here specifically for facilities?

For facilities, it would work. I did build out a sample, let me pull that up real quick, on how we might automate some of the tasks that go into the monthly operation of a facilities group, as an example. So we might want to kick off an air filter replacement. I know those of us that do it at home. We're always right on schedule, right? We never forget to change our air filters at home. It's even more important in the office space. So, having that where it kicks off automatically, and it will assign based on location, is something that I've been working to build. So getting that organized, getting that ready to kick off on a quarterly basis, and then being able to track who was it that did that filter replacement in building A, and who did it in building C, right? And then going back and following that up.

So with specific tasks like this, you're actually able to program something that may be, for example, with the air filter that you're showing us, that needs to happen every six months and program it there and so that they're able, it pops up in six months as a task that needs to be completed.

Right, and you can track who completed it, who was it that signed off on that completion.

Got it, and you can assign it obviously to that person and who's going to be responsible for that particular task in advance, is that right?

Based on location, based on the group, the facilities group, yes. Based on a number of things, we can— the algorithm will run through and ensure that this work gets done, or gets assigned.

Fantastic. Wonderful. Well, with that being said, I do want to move onto our next slide and talk about what the key takeaways that both you and Milan want everyone to have from our conversation today.

Sure, go ahead, Milan.

Yeah [laughs] thank you very much. So, these are basically the three things that we'd like you guys to remember from, if anything, from this session. Web Help Desk can definitely help you streamline processes and this is per specific department. I mean, the assignment should be for, the way you can configure Web Help Desk, the sky's the limit there. And again, I've never seen two companies having the same configuration, so that's one thing. Another thing which would be important for IT departments, because they're the one who need to maintain these things, they need to maintain only one tool. This is especially important for smaller businesses. And last but not least, the way we have set up licensing, and costs within Web Help Desk, it's licensed per technician. So, it does not matter how many end-users are using your product. Again, sky's the limit there. You only pay basically for the technician that provides support to your end-users. So, those are the three things that I'd like to mention here. Aaron, do you have anything else to add to this?

I do, Milan. In fact, I'm going to use one of the demos that we have in our online demo to show how we pulled many of these departments together, and how we can communicate with our end-users and tell them exactly what it is that we need, and almost force them to give us what it is that we're after.

So what is this example that you're going to show us outlined here?

Karla, what we're going to show is we're going to show how it is that we're going to initiate the process for onboarding a new employee. So this is going to incorporate the HR function, the IT function, as well as the facilities function, in order to kick all this off.


So what I'm going to do is I'm going to, as an HR person for example, maybe as the recruiter, once the prospective employee has accepted the offer, they're going to come in and open up a request to bring this person in. And you'll see that what I'm doing is providing them instructions on how I need that structured. Because we're going to be breaking things out later down the line, I need in the subject line, the new employee's name. I also need to know some other information: how it's going to be expensed, because as we pass that along to our accounting group, they're going to want to know which department is going to be billed. Our facilities group is going to want to know exactly where to set up their office or cube. The IT group is going to want to know what type of equipment they need. Obviously, they're going to need an email address, but do they need a laptop, do they need a desktop, do they need access to our SAP or our, or our ERP, CRM type functions, right? So we're going to have requirements on those, and you'll see the little red asterisk in these cases. Once we get that, and once we hit complete on that, what we've done is we've set up a task associated with that. And that task is going to kick off the new employee request, so some of these things are going to hit off automatically, right? Upon creation, we're going to send something out to our HR group so that they can begin to provide the benefits information and open up benefits accounts.

So can I ask you a question? Once you kick this off and HR gets this initial request, there are other folks that will need to, or other departments that will need to be involved here. Can these tasks be done simultaneously, or once HR is finished, then the next department can begin with their part of the process?

Excellent question, Karla. It really depends on how we structure it.

Oh, great.

Some of those things can be kicked off in parallel, and others will need to be sequential. So however our business defines the process, that's how we're going to create it. Obviously, on the IT side, and the friends in IT all know that you have to provision the OS before you can being to put down the specialty software. Whether we make that a single ticket, or whether we structure that within the ticket in a nested format is entirely up to us. Whether we kick off the facilities as the last thing, or tell them, hey, it's going to be on the third floor in cube, and you can just go get them set up as you have time, right?

Great, so what I'm taking away is that depending on how I need this set up for our business, that's exactly how we can customize the solution.

Exactly, and there's one other point that'll emphasize since it was of critical importance to our HR and our accounting folks. And that is that we will have tech permissions established so that as we break these things out, we're not passing along information for benefits to the facilities people, that we're not passing along information for benefits either to the IT people. So we're segregating this information and we're only going to be passing along the information that's important to the specific groups based on their function.

That is actually a great point to bring up, because I know that as we were having conversations with each of the different departments, one of the things that came up was you have to make sure that if it's accounting, it's only this business unit looking at these numbers, and not everybody being able to see that. Including the IT department, right? So, I think that's one of the things that you mentioned we can actually customize in the solution. I would imagine for HR, it's the same thing. There are certain sensitive issues that you only want one assigned person to be able to see, so I think that's really critical and it's fantastic that it's one of the features that we can really customize per department.

Yes, and not just per department, customize based on the entire organization and how it's structured.

Got it. Perfect. Well, I think with that, we don't have anything else to cover now, so what we'll do is— we do want to open it up for any questions that you might have on Web Help Desk, and anything that we may have covered during our webinar today, so please keep those questions coming in through our chat. And the other thing I do want to do is announce our winner for the free Web Help Desk license, and it looks like our winner here is going to be Joseph Barbieri, and Joseph, we are going to go ahead and reach out to let you know how that is going to work, so congratulations on winning that Web Help Desk license.

Yay. [Laughing and cheering]

That's true; I think that's a great prize. [Laughs] Fantastic.

All right, so I do see one question in the chat from John: "If I were to create a workflow for our change management procedure, is there a way to have it integrate with NPM to allow technicians to specify what nodes would be affected by the maintenance work, and to even have it schedule maintenance mode?" The level of integration with NPM does not allow us to communicate back to NPM to enable the scheduling of maintenance mode. However, what we can do with the reading in of the assets is we can set it up so that we know parent-child relationships, and we can determine what nodes are going to affect what other systems. So, hopefully, John, that helped you out a little bit.

Fantastic. Well, it looks like we are ready to close this out. It doesn't look like there are any other questions, but if you do have additional questions, please feel free to reach out to our team here. We are happy to assist with additional questions. Thank you guys for joining us. It's been very informative and very helpful. And thank you guys.

A special thanks to our customers that joined. Also, a special thanks to Milan and to Monica who dialed in remote.

Yes, we really appreciate them being able to offer their expertise on the matter. Thank you guys.

No problem. Thank you guys, and thanks to our customers as well.

Absolutely, thank you all.

Thank you, bye bye.