Ticket Management System Simplify ticket management to improve your help desk performance

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Categorize requests and offer self-resolution options within your ticket management system

Categorize requests and offer self-resolution options within your ticket management system

SolarWinds® Web Help Desk® (WHD) is designed to enable users to automate ticket organization. The ticket management system is built to separate incoming tickets into clear, customizable categories or buckets, which can be organized by priority, team, source, or user. Administrators can also set up self-resolution options guided by the built-in knowledge base feature in WHD. Self-resolution can help reduce the influx of inbound service requests and accelerate the service queue.
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Automatically generate tickets from requests using ticket management software

Automatically generate tickets from requests using ticket management software

Web Help Desk helps streamline ticketing systems by automatically generating service tickets from request emails and other communication channels, including third-party monitoring tools. 

The ticket management system in SolarWinds WHD is designed to convert help desk communications into tickets that capture as much information as possible by automating data entry, which can help eliminate human error. And since all the required information is included during ticket creation, this can help minimize the back and forth needed between the end user and the technician to quickly resolve the issue.

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Customize alerts and gain insight into ticket status within your ticket management software

Customize alerts and gain insight into ticket status within your ticket management software

Ticket management software can provide insight into ticket status, such as how long the ticket has been in the system, whether the client has received updates, which team is dealing with the issue, and if the ticket is on hold or being actively resolved. Administrators can also customize alerts, so technicians receive notifications only when they’re useful, eliminate distractions, and help prevent alert fatigue. 
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Generate reports with the built-in ticket management system reporting engine

Generate reports with the built-in ticket management system reporting engine

Reporting is a key part of the ticket management system. Web Help Desk offers a built-in reporting engine designed to monitor technician performance and customer satisfaction, offering useful visibility into these and other key performance metrics. 

For instance, SolarWinds WHD can track incident requests by location, real-time billing data, and frequency. Reviewing performance metrics like these can help administrators more effectively allocate resources and better use their employees’ skills.

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Manage ticket lifecycles and streamline workflow with an improved ticket management solution

Manage ticket lifecycles and streamline workflow with an improved ticket management solution

Ticket management software can give administrators a closer look at the ticket lifecycle to see when a ticket has been generated, is awaiting response, or is blocked or closed. This insight can be especially important for help desks using Service Level Agreements (SLAs)

When a ticket threatens to breach an agreement, the ticket management system in WHD can help prompt immediate action with automated alerts. These alerts can also automate the prioritization of tickets and manually intervene when necessary, streamlining and improving overall ticket workflow management. 

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Get More on Ticket Management Systems
Do you find yourself asking…
  • What is ticket management?
  • How does a ticket management system work?
  • Why is having a ticket management system important?
  • What are ITSM ticketing tools?
  • What does ticket management software do?
  • How does the ticket management system work in Web Help Desk?
  • What is ticket management?

    Ticket management refers to the process help desks use to collect requests and track ticket lifecycle from creation to resolution. The ticket management process, whether automated or manual, starts with a service request. Ticket management involves centralizing help desk requests into one tool to help prevent confusion, duplication, and more easily spot trends indicative of widespread issues.

    Providing help desk service is a key part of any organization. While the volume of tickets may depend on the type and size of the organization, help desks can receive requests from a variety of sources. Regardless of the volume of requests an organization receives, having a comprehensive and efficient ticket queue management system to centralize this work is crucial to ensuring tickets are addressed, resolved, and escalated as needed by providing better visibility for both help desk technicians and end users.

  • How does a ticket management system work?

    Ticket management systems are built to intake and centralize service requests, regardless of platform and format, into a single ticketing system.

    In addition to tracking the status of the ticket, a ticket management system can send alerts to relevant stakeholders as the ticket progresses. For example, if a ticket needs to be transferred from one technician to another, the system will automatically generate an alert as the change occurs. Ticket management systems can also help keep end users informed by automatically sending them updates, such as letting them know their requests have been received, is being processed, or the problem has been resolved.

    A ticket management system is designed to use prioritization to automatically generate workflows and help technicians more efficiently address high-priority problems. The tool can also help expedite service requests and support meeting SLA requirements, such as prioritizing certain types of end users or incidents, so you can better ensure the most important tickets are resolved in a timely manner.

  • Why is having a ticket management system important?

    Having a ticket management system can help organizations effectively deliver help desk support services and ensure client satisfaction and retention. A ticket management system can also help provide administrators the visibility they need into inefficient workflows and performance issues before they cause significant problems or slowdowns.

    Without a ticket management system, the large volume of service requests can be difficult to manage. Without a system identifying the problem, who’s reporting it, and how long it might take to resolve, the influx of tickets can create service bottlenecks. Inefficient ticket management can also lead to lost or paused tickets, which can affect end users and overall business productivity.

    Using a ticket management system can help streamline time to resolution by automating some of the most important steps in the ticketing and troubleshooting management process. For example, ticket management solutions are designed to create categories, enabling administrators to prioritize VIP clients or problems that may be especially urgent. Ticket management solutions can also order tickets by a first-come, first-served basis or organize them by types of problems. 

    Without a ticket management system, technicians may spend excessive amounts of time determining who works on what and figuring out timelines. Ticket management systems can help automate workflows by using the fields captured from service requests, SLAs, and other integrations to build out ticket context, which can enable technicians to spend their time focusing on the task at hand and not tracking down the information they need to resolve tickets. 

  • What are ITSM ticketing tools?

    An IT Service Management (ITSM) ticketing tool is an important component of and can help make managing service desk operations more efficient. ITSM ticketing tools focus on centralizing service requests, generating tickets, and tracking the service request lifecycle using a single interface. 

    Service requests often come through different channels. Clients and internal personnel may request help desk services through email, social media, over the phone, and in person. Managing ticketing manually means technicians may have to switch between different platforms to receive and track tickets, which can cause confusion and increases the likelihood of human error.

    ITSM ticketing tools help eliminate the need to switch between different platforms by automating the ticketing process. Instead of entering data manually from various ticketing channels, ITSM ticketing solutions are designed to automatically generate tickets based on the information provided and centralize them in a single interface for easier management. 

  • What does ticket management software do?

    As the volume of tickets increases, keeping track of important ticket updates like putting a ticket on hold or transferring from one agent to another agent manually can become more difficult. Ticket management software can help optimize support services by automating the handling of tickets through their lifecycles. 

    Ticketing management software is built to use the communications you receive from emails and other channels to automatically generate tickets based on the included information. With an automated ticket management system, every ticket is tracked until it’s resolved. 

    Ticket management software can automatically distribute tickets to the appropriate agents and send alerts whenever a ticket has been transferred or requires attention. It can also enable administrators to customize workflows and quickly provide change management approvals.

  • How does the ticket management system work in Web Help Desk?

    SolarWinds Web Help Desk is built to centralize your ticket management system, enabling you to manage workflow and track tickets on one platform. Web Help Desk can also capture service requests from email or the web portal, then generate tickets based on the information it collects.

    Web Help Desk is designed to provide full visibility into the status of your support tickets. You can categorize tickets by type of issue, priority, and source. Once a ticket enters the system, you can easily track it until it’s completed. SolarWinds WHD can also sends alerts to agents to inform them of new tickets, issues, or other problems requiring their attention. By replacing the need to manually sift through tickets, employees can focus on the work that matters.

    With Web Help Desk, you can view key performance metrics such as customer satisfaction, technician tracking, and ticket status to more easily evaluate team performance. You can also generate visualized reports of weekly, monthly, and yearly performance to help keep everyone on track. 

What is ticket management?

Ticket management refers to the process help desks use to collect requests and track ticket lifecycle from creation to resolution. The ticket management process, whether automated or manual, starts with a service request. Ticket management involves centralizing help desk requests into one tool to help prevent confusion, duplication, and more easily spot trends indicative of widespread issues.

Providing help desk service is a key part of any organization. While the volume of tickets may depend on the type and size of the organization, help desks can receive requests from a variety of sources. Regardless of the volume of requests an organization receives, having a comprehensive and efficient ticket queue management system to centralize this work is crucial to ensuring tickets are addressed, resolved, and escalated as needed by providing better visibility for both help desk technicians and end users.

Close
How does a ticket management system work?

Ticket management systems are built to intake and centralize service requests, regardless of platform and format, into a single ticketing system.

In addition to tracking the status of the ticket, a ticket management system can send alerts to relevant stakeholders as the ticket progresses. For example, if a ticket needs to be transferred from one technician to another, the system will automatically generate an alert as the change occurs. Ticket management systems can also help keep end users informed by automatically sending them updates, such as letting them know their requests have been received, is being processed, or the problem has been resolved.

A ticket management system is designed to use prioritization to automatically generate workflows and help technicians more efficiently address high-priority problems. The tool can also help expedite service requests and support meeting SLA requirements, such as prioritizing certain types of end users or incidents, so you can better ensure the most important tickets are resolved in a timely manner.

Close
Why is having a ticket management system important?

Having a ticket management system can help organizations effectively deliver help desk support services and ensure client satisfaction and retention. A ticket management system can also help provide administrators the visibility they need into inefficient workflows and performance issues before they cause significant problems or slowdowns.

Without a ticket management system, the large volume of service requests can be difficult to manage. Without a system identifying the problem, who’s reporting it, and how long it might take to resolve, the influx of tickets can create service bottlenecks. Inefficient ticket management can also lead to lost or paused tickets, which can affect end users and overall business productivity.

Using a ticket management system can help streamline time to resolution by automating some of the most important steps in the ticketing and troubleshooting management process. For example, ticket management solutions are designed to create categories, enabling administrators to prioritize VIP clients or problems that may be especially urgent. Ticket management solutions can also order tickets by a first-come, first-served basis or organize them by types of problems. 

Without a ticket management system, technicians may spend excessive amounts of time determining who works on what and figuring out timelines. Ticket management systems can help automate workflows by using the fields captured from service requests, SLAs, and other integrations to build out ticket context, which can enable technicians to spend their time focusing on the task at hand and not tracking down the information they need to resolve tickets. 

Close
What are ITSM ticketing tools?

An IT Service Management (ITSM) ticketing tool is an important component of and can help make managing service desk operations more efficient. ITSM ticketing tools focus on centralizing service requests, generating tickets, and tracking the service request lifecycle using a single interface. 

Service requests often come through different channels. Clients and internal personnel may request help desk services through email, social media, over the phone, and in person. Managing ticketing manually means technicians may have to switch between different platforms to receive and track tickets, which can cause confusion and increases the likelihood of human error.

ITSM ticketing tools help eliminate the need to switch between different platforms by automating the ticketing process. Instead of entering data manually from various ticketing channels, ITSM ticketing solutions are designed to automatically generate tickets based on the information provided and centralize them in a single interface for easier management. 

Close
What does ticket management software do?

As the volume of tickets increases, keeping track of important ticket updates like putting a ticket on hold or transferring from one agent to another agent manually can become more difficult. Ticket management software can help optimize support services by automating the handling of tickets through their lifecycles. 

Ticketing management software is built to use the communications you receive from emails and other channels to automatically generate tickets based on the included information. With an automated ticket management system, every ticket is tracked until it’s resolved. 

Ticket management software can automatically distribute tickets to the appropriate agents and send alerts whenever a ticket has been transferred or requires attention. It can also enable administrators to customize workflows and quickly provide change management approvals.

Close
How does the ticket management system work in Web Help Desk?

SolarWinds Web Help Desk is built to centralize your ticket management system, enabling you to manage workflow and track tickets on one platform. Web Help Desk can also capture service requests from email or the web portal, then generate tickets based on the information it collects.

Web Help Desk is designed to provide full visibility into the status of your support tickets. You can categorize tickets by type of issue, priority, and source. Once a ticket enters the system, you can easily track it until it’s completed. SolarWinds WHD can also sends alerts to agents to inform them of new tickets, issues, or other problems requiring their attention. By replacing the need to manually sift through tickets, employees can focus on the work that matters.

With Web Help Desk, you can view key performance metrics such as customer satisfaction, technician tracking, and ticket status to more easily evaluate team performance. You can also generate visualized reports of weekly, monthly, and yearly performance to help keep everyone on track. 

Close

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

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