Ticket Management System

Simplify ticket management to improve your help desk performance

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.

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.

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. 

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.

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. 

Get More on Ticket Management Systems

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