Help Desk Ticketing System Software
Basemat Doolen
Monitor, analyze, diagnose, and optimize database performance and DataOps that drive your business-critical applications. Unify on-premises and cloud database visibility, control, and management with streamlined monitoring, data integration, and tuning across multiple vendors.
Modernize your service desk with intelligent and automated ticketing, asset, configuration, and service-level agreement (SLA) management; a knowledge base; and a self-service portal with secure remote assistance. SolarWinds offers an easy-to-use IT service management (ITSM) platform designed to meet your service management needs to maximize productivity while adhering to ITIL best practices.
Ensure user experience with unified performance monitoring, tracing, and metrics across applications, clouds, and SaaS. Robust solutions offering rich visualization, synthetic and real user monitoring (RUM), and extensive log management, alerting, and analytics to expedite troubleshooting and reporting.
Reduce attack surface, manage access, and improve compliance with IT security solutions designed for accelerated time-to-value ranging from security event management, access rights management, identity monitoring, server configuration monitoring and patching, and secure gateway and file transfer.
Web Help Desk allows you to automate key help desk ticketing management tasks, including ticket assignment, routing, and escalation. It helps you save time and manual efforts, and improves your help desk productivity. Web Help Desk enables you to:
Web Help Desk lets you link unlimited incident tickets (children) to a single problem ticket (parent) for better organization and quick reference. Closing the problem ticket automatically closes the corresponding incident tickets, and sends out appropriate notifications. You can also associate end-users and assets to incident and problem tickets to see a running history of all service requests for a given asset or end-user.
An IT help desk ticketing system works by first creating a ticket, which is simply a document recording all actionable information pertaining to the issue at hand. Capturing and recording requests is critical to any ticketing system. Requests can come from a wide range of sources, including email, phone, social media, an RMM tool, the network or server, and even the occasional employee walk-by at your desk.
Once converted into tickets, an automated ticketing system will then allow you to track the request throughout its lifecycle, from creation to resolution. When converting these requests into tickets, a help desk ticketing system should automatically capture as much information as possible, such as the source email, phone number, and device name. This reduces the chance of errors and omissions that can easily occur with human data entry.
IT ticketing software can provide insight into ticket status, such as who is responsible for a job and how long a ticket has been sitting in a system, as well as help with many of the tasks involved in effective ticket management, including alerting, responses to end users, and reporting.
Alerts are also valued by the end user. Technicians can leverage service desk ticketing systems to update tickets and add notes to generate responses back to end users, keeping them informed, but not flooded, with updates.
IT technicians should also consider a ticket management system for its reporting capabilities. The right tool will offer a built-in reporting engine to monitor technician performance, ticket status, customer satisfaction, and other relevant key performance metrics. It should even be able to track customer support needs by location, real-time billing data, and incidence frequency.
SolarWinds Web Help Desk can help provide deeper visibility by tracking tickets from creation all the way through resolution. Once a ticket has been created, Web Help Desk is designed to evaluate the ticket, route it to the appropriate technician, and categorize the ticket based on the type of issue, priority-level, and source. This automation saves you the manual labor of having to sift through hundreds of tickets and utilizes your resources more effectively and efficiently.
The platform further helps streamline time to resolution with its built-in and configurable knowledge base feature, which not only includes the ability to create and maintain an external knowledge base to help reduce the overall number of inbound tickets by promoting self-resolution by end users but can also house shared learnings for internal use by help desk technicians as well.
SolarWinds was founded by IT professionals solving complex problems in the simplest way, and we have carried that spirit forward since 1999. We take pride in relentlessly listening to our customers to develop a deeper understanding of the challenges they face. Our digital agility solutions are built to help companies of any size accelerate business transformation today and into the future.
Right now, I use Zapier to forward the email that is sent to our support email address. This then creates a new task within the project. However, each time there is a response to that thread where our support team helps the customer, it creates a new task that is a duplicate essentially.
May I ask how you deal with email communication between yourself and the support client? Asana does not allow any old emails to be sent into it, so I assume it has to come from an approved email. So if you need to reply to that task I assume it would not go to the customer email, but to the approved email (e.g. ours!) so how does one deal with communicating on tasks between the support client?
I too would like to use Asana as our support system. At the moment we use Helpscout because anyone can email our support email into Helpscout. But then we have to manually add that as a task in Asana, but then all communication goes trough Helpscout. All because Asana does not allow un-approved email addresses into it. Its not good!
Correspondence with the client is facilitated via the comments field either by @mentioning them using their email address or by adding them as a collaborator. This works very well and the client can reply directly to the email notification they receive, which generates a new comment on the ticket.
Currently we are using Microsoft Teams to keep a log all of our users tasks. We utilize Microsoft Teams Task Sets as our internal help desk log. We are exploring 3rd party help desk/ticket programs and I was wondering if anyone is using a program that directly integrates with Kinetic? Or a software that they like or dislike?.. Feedback would be greatly appreciated. We are keen on Zoho right now.
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Hello,
I'm planning to set up a support help desk (Ticketing System) in my organization. Can Trello be used as a ticketing system? I'm expecting something similar to Freshdesk, Zendesk, HubSpot etc.
If yes, please guide me through materials to understand better.
Appreciate your response at the earliest possible!