Automate service request management through ticket creation, assignment, routing, and escalation.
Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
Set up “SLA breach approaching” notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows.
Link service requests to each other to track and manage IT projects involving multiple tasks, regardless of type.
Automatically discover and add client information to Web Help Desk from AD and LDAP servers.
Configure automated feedback surveys for end-users upon completion of service request.
Employ out-of-the-box integration with JAMF Casper Suite, Absolute Manage, Microsoft SCCM, and SMS.
Use IMAP, POP, and Exchange protocols to automatically convert service request emails to help desk tickets.
Improve security via FIPS 140-2 compatible cryptography support, and FIPS-mode SSL connections.
Simplify IT asset management with built-in asset discovery, inventory management, and reporting.
Regulate and manage change requests through automated approval workflows and panel voting options.
Use built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
"Web Help Desk’s abilities surrounding ticket automation and routing, the approval process, internal tickets, and parent/child ticketing, have all contributed to greater efficiencies."
"Our previous system was very limited...it didn’t always work. Web Help Desk is an improvement in every feature when compared to our previous system, including alerts/notifications, enforcement of SLAs, detailed emails to techs, and we love the pop-up notifications based on the Report Type selected by clients."
"Having the ability to respond to the client by email and with all the contact information and hardware assigned to the user\client in one place makes it so much faster and easier to provide support which means resolving the issue faster."
"Prior to using of SolarWinds Web Help Desk, we would only use email to receive support requests. Almost all the time requests would get lost in the clutter. Now, we can see an exact number of open tickets at any given time. It’s so great, our other non-IT support departments have begun using Web Help Desk to keep them on track and on time."
"SolarWinds Web Help Desk makes it easier to keep track of projects and keep everybody up to date. The ability to do that helps me keep my computer organized on a per project basis."
“We are able to resolve tickets in a timelier manner and our customer satisfaction scores are improving. Staff is documenting more information and we are creating self-help pages as a result.”
The Success Center is your home for onboarding, training, new user information, the product knowledge base, and official product documentation.
The customer portal is where you can submit a help desk ticket, find all of the information about the products you own, and see available hotfixes and upgrades as well as training opportunities for your products.
Our New to Web Help Desk section was created using customer feedback and contains videos, guides, and articles that will help you be more successful with your installation and customization.
The SolarWinds Academy is a single location where you can find e-learning as well as instructor-led classes that will take you from the basics through optimization. We allow you to browse classes or, if you prefer, follow customized learning paths to keep you on the right track.
SolarWinds solutions are rooted in our deep connection to our user base in the THWACK® online community. More than 150,000 members are here to solve problems, share technology and best practices, and directly contribute to our product development process.