SolarWinds WHD

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Web Help Desk

SolarWinds® Web Help Desk® is a web-based automated ticketing solution that helps you manage your IT support requests for both internal and external clients. Use Web Help Desk to create and manage tickets through the web console. It also supports email ticket creation, automatic ticket assignment and escalation, asset management, and incident and problem management.

All help desk processes are managed through the web console. After you set up the application, you can configure Web Help Desk to perform specific tasks. These tasks include routing tickets to a specific help desk technician or work group and creating new tickets from email requests or alert messages from a supported monitoring application.

You can run Web Help Desk on the following operating systems and platforms:

  • Microsoft® Windows Server®
  • Apple® OS X
  • Red Hat® Enterprise Linux®
  • Fedora™
  • CentOS
  • VMware® vSphere
  • Microsoft Hyper-V virtual machines

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

  • Service request management: Streamline ticketing from request to resolution
  • IT asset management: Discover and manage hardware and software assets
  • Knowledge management: Centralize knowledge management with built-in knowledge base
  • IT change management: Manage change requests with automated approval workflows

 

All-in-one help desk for one and all

  • Affordable and scalable Web-based IT help desk that meets the needs of all organizations—small, medium, large, and MSPs
  • Available for all platforms: Windows®, Linux®, Mac OS® X, VMware®, and Hyper-V®
  • In addition to the on-premises edition, Web Help Desk is also available as a hosted Cloud edition.

 

Key features

Web Help Desk provides the following features for managing your enterprise or managed service provider (MSP) help desk operations:

  • Parent/Child service relationships
  • Automated ticket processing
  • Asset management
  • Change management

 

Parent/child service relationships

You can link multiple service requests to one parent ticket to address a repeated issue or task (such as on-boarding a new employee or tracking your IT projects). You can also pass notes, attachments, and custom fields between parent and child tickets to share data to relevant tasks.

 

Automated ticketing processing

You can generate help desk tickets manually in the user interface or automatically by emails from any third-party monitoring tool. You can also create tasks to link a ticket automatically to an existing ticket that triggers an action rule.

 

Asset management

Using Windows Management Instrumentation (WMI) or supported third-party discovery tools, you can search a specific IP address range in your corporate network and create a list of client assets (such as computer systems, installed software, and attached peripherals). When asset discovery is completed, you can use DameWare MRC to connect remotely to a client system, troubleshoot the issue, and append remote session information to a new or existing ticket.

 

Change management

You can manage change control in your organization using automated approval processes. These include creating approver roles, assigning departments and clients to approver roles, and configuring approval processes.

 

Ticket processing

 

SolarWinds Web Help Desk initiates and manages your help desk processes through the Web console, email, SMS, and built-in procedures. After you configure Web Help Desk, it automatically routes tickets to the proper technician and updates your customer.

If a repair requires spare parts, Web Help Desk orders the required parts. Web Help Desk accepts email ticket requests and opens a ticket based on the information in the email. You can also update and close tickets using email.

Each customer can access a Web console dedicated to their help desk needs. Customers can access all of their help desk features through a Web portal, but they cannot access information from other help desk customers.

The following illustration provides an overview of Web Help Desk processes at a high level.

File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/010/010/WHD_Ticket_Processing_Current2_351x568.png