Trouble Ticket Management Streamline your trouble ticket system to improve results

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Automatically generate service tickets and track ticket status within a trouble ticketing system

Automatically generate service tickets and track ticket status within a trouble ticketing system

SolarWinds® Web Help Desk® (WHD) is a trouble ticket system built to automatically generate tickets from service requests. The tool can transform large volumes of emails, social media messages, and other communications into help desk tickets

Once a ticket enters the system, Web Help Desk tracks ticket status until the problem is resolved, helping ensure the right ticket is sent to the right agent, related incidents are linked in the system, and no requests are lost in the process. 

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Monitor help desk performance with regular reports

Monitor help desk performance with regular reports

Web Help Desk is designed to track technician and team performance, and customer satisfaction. You can use the built-in reporting engine to easily survey customers and collect real-time technician and billing data.

Administrators can also generate highly visual reports of weekly, monthly, and yearly performance, ensuring visibility into technician performance and bringing issues to light before they become a problem.

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Easily manage ticket assignment and change requests by using a trouble ticket system

Easily manage ticket assignment and change requests by using a trouble ticket system

Web Help Desk lets administrators automate ticket assignment, routing, and escalation, helping ensure the ticket reaches the right agent quickly.

By consolidating your IT tickets with software and hardware asset assignments, WHD enables administrators to view service requests from clients in relation to asset assignments and vendor details. By knowing as much as possible about the assets associated with the request, technicians can accelerate the resolution process.

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Encourage self-resolution with a knowledge base built in to your trouble ticket software

Encourage self-resolution with a knowledge base built in to your trouble ticket software

Offer self-resolution options for clients by directing them to the built-in knowledge base in Web Help Desk. This helps reduce the number of inbound requests and expedites troubleshooting for clients who may prefer to resolve the problem themselves. 

For faster trouble ticket management in the future, technicians can easily upload their service notes into new articles to share with both users and technicians.

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Change workflow and update approval to improve trouble ticket management

Change workflow and update approval to improve trouble ticket management

Web Help Desk is designed to give administrators greater visibility into ticket statuses and technician activity, which can provide greater control over team productivity.

WHD can also help automate workflow by linking tickets with agents and notifying them of any changes to their assignments. Administrators can view changes on a centralized dashboard and review requests for change, allowing them to make informed decisions to help better streamline the workflow. 

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Get More on Trouble Ticket Management
Do you find yourself asking…
  • What is a trouble ticket system?
  • What does it mean to consolidate trouble tickets?
  • What is a trouble report?
  • Why is a trouble ticket system important?
  • What does a trouble ticket system do?
  • How does the trouble ticket system work in Web Help Desk?
  • What is a trouble ticket system?

    A trouble ticket system captures service requests from customers, generates tickets, and tracks the service tickets through resolution. A trouble ticket system is built to eliminate the need to manually sift through service requests by streamlining your IT desk, which can help ensure clients receive solutions to their problems quickly. A trouble ticket system is also designed to either manage parts or the entirety of your ticketing process, with features to automate ticket generation, tracking, routing, and gaining customer feedback. 

    Service requests can arrive through a variety of channels, including email, social media, live chats, and more. Without a centralized ticket management system, this can make tracking requests difficult. Trouble ticket software is designed to capture ticket requests from different channels and consolidates them for easy tracking and monitoring. Trouble ticketing systems can also track the amount of time spent on a ticket and alert if ticket resolution is taking too long. 

    A trouble ticketing system that automates the entire process can automatically assign tickets to technicians, enable assignment changes, and solicit customers for feedback on the process. By automating the ticketing process, technicians will have more time to spend on problem resolution. And by simplifying the organizational process, trouble ticket management systems can help improve productivity and customer satisfaction. 

  • What does it mean to consolidate trouble tickets?

    To consolidate trouble tickets is to organize trouble tickets in a single platform to give you visibility into where they’re assigned, their status, and categorical information. Consolidating trouble tickets can help improve the function of your IT desk services. 

    Consolidating trouble tickets can also give you visibility into where tickets are coming from. By connecting tickets with client information, such as software and hardware asset assignment, technicians can use this information to speed up problem resolution. Additionally, consolidating trouble tickets can give insights into what types of problems are more common or take longer to resolve. Knowing this, administrators can encourage self-resolution for common, easy-to-resolve problems by linking to a knowledge database or devoting more help desk resources to time-intensive issues.

  • What is a trouble report?

    A trouble report is another term for a ticket, or a trouble ticket. It’s the information captured from a client request and used to track a problem to its resolution.

    Trouble reports can be classified by type of problem or by priority based on the importance of the client or the impact on the organization. The ticket classification will also designate the skill or time required of the technician to resolve the issues in the ticket. Based on these criteria, trouble reports can be categorized and sent to technicians to support efficient ticket resolution.

    Trouble reports are used in support services and associated with customer relationship management (CRM) environments. Because managing large volumes of trouble reports can be difficult, many companies implement trouble ticketing systems to automate the process and streamline their support services. Automating parts or all of the ticket management process can help increase productivity and improve client satisfaction.

  • Why is a trouble ticket system important?

    Trouble ticket systems are important because they streamline how you handle service requests and help ensure your help desk is working optimally. 

    Without a trouble ticket system, you may be required to switch between different communication channels—from emails, to social media, to in-person requests—to manually sift through and manage service requests. A manual ticketing process can be time-consuming and can create high incidences of error, such as important information from the trouble ticket being omitted or the ticket getting lost during assignment or rerouting. Without an automated system, administrators may also find it difficult to gain visibility into ticket statuses and technician performance. 

    Trouble ticket systems are built to capture information directly from the service request, regardless of how the request is sent, helping eliminate human error. It can also track the ticket through the entire ticket resolution process, which can help ensure requests aren’t lost and are resolved in a timely manner. With a trouble ticket system, you can monitor ticket status on a dashboard and examine technician performance in real time.

  • What does a trouble ticket system do?

    A trouble ticket system is designed to automate and streamline the organization and handling of service request tickets. Manually managing service requests can produce human error and waste valuable time and resources. A trouble ticket system largely replaces the manual process with automated software features. 

    Trouble ticket systems automate ticket generation by collecting only relevant information from service requests received. It can use the information to classify tickets by client priority and the likely impact of the problem on the organization. A fully automated ticket management system can also assign and reroute tickets to appropriate technicians. 

    Trouble ticket systems can also provide easy-to-use dashboards for management and teams. Users can easily glimpse who’s working on which issues, see whether a ticket needs to be reassigned, and receive change request approval from management. This helps streamline communication and ticket resolution, accelerating the ticket queue. 

    For organizations with Service Level Agreements (SLAs), trouble ticket systems can help them meet requirements. SLAs are agreements over the quality of service and the reasonable amount of time it will take to resolve a problem. When an SLA breach deadline approaches, trouble ticket systems can send alerts to relevant personnel, ensuring the ticket is resolved in time.

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

    SolarWinds Web Help Desk is built to fully automate trouble ticket management, from ticket generation to resolution.

    WHD is designed to capture service request information from different communication platforms and consolidate trouble tickets into a single, searchable platform. WHD trouble ticket software can also automatically classify tickets according to priority and type of problem, then assign the ticket to an appropriate agent. SolarWinds WHD can also help prevent SLA breaches by sending timely alerts to technicians and management.

    WHD is designed to link tickets with software and hardware asset management, providing insights into the source of the issue and the assets associated with the ticket to help improve the troubleshooting process. WHD also includes the ability to create and manage internal and external knowledge base resources, which can encourage end users to self-resolve problems. Self-resolution helps decrease the volume of tickets and vastly improve overall service and client satisfaction. 

    Administrators can easily view ticket status and technician performance on a single dashboard using WHD, giving visibility into team performance and enabling them to customize workflow when necessary. Administrators can also quickly approve change requests and resolve any queue issues before they impact productivity.

What is a trouble ticket system?

A trouble ticket system captures service requests from customers, generates tickets, and tracks the service tickets through resolution. A trouble ticket system is built to eliminate the need to manually sift through service requests by streamlining your IT desk, which can help ensure clients receive solutions to their problems quickly. A trouble ticket system is also designed to either manage parts or the entirety of your ticketing process, with features to automate ticket generation, tracking, routing, and gaining customer feedback. 

Service requests can arrive through a variety of channels, including email, social media, live chats, and more. Without a centralized ticket management system, this can make tracking requests difficult. Trouble ticket software is designed to capture ticket requests from different channels and consolidates them for easy tracking and monitoring. Trouble ticketing systems can also track the amount of time spent on a ticket and alert if ticket resolution is taking too long. 

A trouble ticketing system that automates the entire process can automatically assign tickets to technicians, enable assignment changes, and solicit customers for feedback on the process. By automating the ticketing process, technicians will have more time to spend on problem resolution. And by simplifying the organizational process, trouble ticket management systems can help improve productivity and customer satisfaction. 

Close
What does it mean to consolidate trouble tickets?

To consolidate trouble tickets is to organize trouble tickets in a single platform to give you visibility into where they’re assigned, their status, and categorical information. Consolidating trouble tickets can help improve the function of your IT desk services. 

Consolidating trouble tickets can also give you visibility into where tickets are coming from. By connecting tickets with client information, such as software and hardware asset assignment, technicians can use this information to speed up problem resolution. Additionally, consolidating trouble tickets can give insights into what types of problems are more common or take longer to resolve. Knowing this, administrators can encourage self-resolution for common, easy-to-resolve problems by linking to a knowledge database or devoting more help desk resources to time-intensive issues.

Close
What is a trouble report?

A trouble report is another term for a ticket, or a trouble ticket. It’s the information captured from a client request and used to track a problem to its resolution.

Trouble reports can be classified by type of problem or by priority based on the importance of the client or the impact on the organization. The ticket classification will also designate the skill or time required of the technician to resolve the issues in the ticket. Based on these criteria, trouble reports can be categorized and sent to technicians to support efficient ticket resolution.

Trouble reports are used in support services and associated with customer relationship management (CRM) environments. Because managing large volumes of trouble reports can be difficult, many companies implement trouble ticketing systems to automate the process and streamline their support services. Automating parts or all of the ticket management process can help increase productivity and improve client satisfaction.

Close
Why is a trouble ticket system important?

Trouble ticket systems are important because they streamline how you handle service requests and help ensure your help desk is working optimally. 

Without a trouble ticket system, you may be required to switch between different communication channels—from emails, to social media, to in-person requests—to manually sift through and manage service requests. A manual ticketing process can be time-consuming and can create high incidences of error, such as important information from the trouble ticket being omitted or the ticket getting lost during assignment or rerouting. Without an automated system, administrators may also find it difficult to gain visibility into ticket statuses and technician performance. 

Trouble ticket systems are built to capture information directly from the service request, regardless of how the request is sent, helping eliminate human error. It can also track the ticket through the entire ticket resolution process, which can help ensure requests aren’t lost and are resolved in a timely manner. With a trouble ticket system, you can monitor ticket status on a dashboard and examine technician performance in real time.

Close
What does a trouble ticket system do?

A trouble ticket system is designed to automate and streamline the organization and handling of service request tickets. Manually managing service requests can produce human error and waste valuable time and resources. A trouble ticket system largely replaces the manual process with automated software features. 

Trouble ticket systems automate ticket generation by collecting only relevant information from service requests received. It can use the information to classify tickets by client priority and the likely impact of the problem on the organization. A fully automated ticket management system can also assign and reroute tickets to appropriate technicians. 

Trouble ticket systems can also provide easy-to-use dashboards for management and teams. Users can easily glimpse who’s working on which issues, see whether a ticket needs to be reassigned, and receive change request approval from management. This helps streamline communication and ticket resolution, accelerating the ticket queue. 

For organizations with Service Level Agreements (SLAs), trouble ticket systems can help them meet requirements. SLAs are agreements over the quality of service and the reasonable amount of time it will take to resolve a problem. When an SLA breach deadline approaches, trouble ticket systems can send alerts to relevant personnel, ensuring the ticket is resolved in time.

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

SolarWinds Web Help Desk is built to fully automate trouble ticket management, from ticket generation to resolution.

WHD is designed to capture service request information from different communication platforms and consolidate trouble tickets into a single, searchable platform. WHD trouble ticket software can also automatically classify tickets according to priority and type of problem, then assign the ticket to an appropriate agent. SolarWinds WHD can also help prevent SLA breaches by sending timely alerts to technicians and management.

WHD is designed to link tickets with software and hardware asset management, providing insights into the source of the issue and the assets associated with the ticket to help improve the troubleshooting process. WHD also includes the ability to create and manage internal and external knowledge base resources, which can encourage end users to self-resolve problems. Self-resolution helps decrease the volume of tickets and vastly improve overall service and client satisfaction. 

Administrators can easily view ticket status and technician performance on a single dashboard using WHD, giving visibility into team performance and enabling them to customize workflow when necessary. Administrators can also quickly approve change requests and resolve any queue issues before they impact productivity.

Close

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