SolarWinds Web Help Desk - Additional User (31 to 40 named users) - Annual Subscription Upgrade (Expires on same day as existing seats)

SolarWinds Web Help Desk is a web-based help desk ticketing and IT asset management software that is affordable, easy-to-use, and helps streamline your IT operations.

• Designed to simplify and streamline IT help desk processes from service request creation to resolution.
• Automates ticketing management with rule-based routing and escalation, real-time tracking, and alerts.
• Automated IT asset management for tracking and managing the lifecycle of hardware and software assets.
• Offers built-in knowledge base for self-resolution of issues, and automation of change management.
• Affordable pricing for IT technician logins—no additional cost for end user logins or managed IT assets

Features:

• Simple and affordable IT help desk software for all IT teams:

  Web Help Desk offers an intuitive Web interface to centrally manage service tickets and simplify and automate help desk tasks for IT technicians. Whether you are running IT support in a small or large organization, or if you are an MSP offering managed support services to customers, Web Help Desk is flexible and scalable to meet all your requirements:

• Centralize, streamline and automate ticketing management:

  Web Help Desk is an easy-to-use ticketing management software that automates help desk ticketing tasks to simplify ticket creation, routing, escalation, and management.

• Automated IT asset discovery and IT asset management:

  Web Help Desk is an IT asset management product that enables you to automatically discover your software and hardware assets, and manage asset assignments, history, and associated service requests, all from a single user-friendly web console.

• Help desk knowledge management.

  Web Help Desk includes a built-in extensive, searchable, and easy-to-use knowledge base for technician knowledge management and for promoting self-resolution options to end-users and help reduce the number of inbound service requests.

• IT change management and change approval workflows:

  SolarWinds Web Help Desk software delivers a simple and automated process for managing and controlling change requests. You can customize change approval workflows varying from single approval to multiple approval levels.

• Simplify incident and problem management:

  Web Help Desk simplifies incident and problem management by allowing you to link multiple incidents to a problem for efficient ticket management and resolution.

• IT project management and business process automation:

  With the help of flexible and customizable parent-child relationships for tickets, Web Help Desk simplifies management of recurring tasks such as employee onboarding or termination, and IT projects such as new infrastructure setup or migration.

• Help desk performance reporting:

  Web Help Desk software provides numerous help desk reports to monitor technician performance and ticket status. It also tracks customer support needs by location, real-time billing data, and incidence frequency.

• SLA tracking and management:

  Prevent your SLAs from falling through the cracks. Web Help Desk helps ensure that you maintain all levels of service agreement. Set up ‘SLA breach approaching’ notifications and date specific. SLA reminder alerts for effective SLA management.

• Leverage existing Active Directory and LDAP infrastructure:

  Web Help Desk software empowers you to discover and import help desk client account information from your existing Microsoft Active Directory (AD) and LDAP directories.

• Web Help Desk mobile:

  SolarWinds Web Help Desk offers native mobile app for Apple iPhone and iPad to support push notifications for new and updated tickets.

• FIPS 140-2 compatibility and security.

  Web Help Desk enhances security by enabling FIPS-mode SSL connections for data in transfer. It also supports FIPS 140-2 compatible cryptography in IT environments that require high security standards.

Integration with SolarWinds IT Management Software

Help desk integration with Network Management and Server monitoring software:

SolarWinds Network Performance Monitor (NPM), Server and Application Monitor (SAM), Network Configuration Manager (NCM), and additional Orion® Platform products can be integrated with Web Help Desk. With this integration, You can create help desk tickets for important application errors, device/interface performance issues, network and server node failures, and configuration problems. As a result,  these tickets can be quicly assigned to the appropriate IT team to facilitate the troubleshooting process.

Remote desktop access connectivity from Web Help Desk:

SolarWinds Web Help Desk provides a seamless connection with Dameware Remote Support software, enabling you to initiate a remote-control session with a user's computer directly from help desk trouble tickets and IT asset inventory.

System Requirements:

Datasheet: