Solarwinds Web Help Desk Product Overview by E-SPIN

Affordable Help Desk Ticketing and Asset Management Software

Features Overview

Simplify service management with unified ticketing, asset, knowledge, and change management.

• Ticketing management:
  Streamline support from ticket request to resolution
• IT asset management:
  Discover and manage hardware and software assets
• Knowledge management:
  Centralize knowledge management with built-in knowledge base
• Change management:
  Manage change requests with automated approval workflows
• Not just IT
  SolarWinds® Web Help Desk® software has been applied in IT, facilities management, HR, field services and other service domains

Key Features

• Automate ticketing management
  Manually managing service requests without help desk ticketing software can be a tedious process that’s also prone to error.
  Automate service request management through ticket creation, assignment, routing, and escalation.Centralize your knowledge management
• Don’t waste time responding to repetitive, run-of-the-mill questions.
  Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
• Meet your SLAs
  Breaching your SLA could spell disaster for your business.
  Set up “SLA breach approaching” notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows.
• Relational ticket association to simplify project and task management
  Issues involving multiple tickets should be managed in lockstep to avoid chaos.
  Link service requests to each other to track and manage IT projects involving multiple tasks, regardless of type.
• Native integration with Active Directory and LDAP
  Your service management software holds a wealth of information. Don’t let it get into the wrong hands.
  Automatically discover and add client information to Web Help Desk from AD and LDAP servers.
• Measure customer satisfaction
  Good end-user support means staying on top of customer satisfaction and how your team performs.
  Configure automated feedback surveys for end-users upon completion of service request.

This video is about Solarwinds Web Help Desk Product Overview by E-SPIN that will give you more information regarding this product.

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