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Solarwinds Web Help Desk
Fully Integrated Ticketing & IT Asset Management Software


Solarwinds Web Help Desk

Solarwinds Products
Solarwinds Web Help Desk
SolarWinds Web Help Desk, Per Seat License (1 to 5 named users)
License with 1st-year Maintenance
#13200
Our Price: $695.00
SolarWinds Web Help Desk, Per Seat License (6 to 10 named users)
License with 1st-year Maintenance
#13201
Our Price: $690.00
SolarWinds Web Help Desk, Per Seat License (11 to 20 named users)
License with 1st-year Maintenance
#13202
Our Price: $685.00

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Overview:

SolarWinds Web Help Desk is an easy-to-use and affordable Web-based IT help desk software that simplifies help desk management, and saves time and manual effort for IT technicians and help desk admins. With built-in ticketing management, asset management, change management, and knowledge base capabilities, you can centralize and automate your help desk tasks and improve customer support and satisfaction. Web Help Desk integrates with SolarWinds network monitoring, server monitoring, and remote support software for faster IT troubleshooting.

Web Help Desk at a Glance

  • Simplifies and streamlines IT help desk processes from service request creation to resolution
  • Automates ticketing management with rule-based routing & escalation, real-time tracking, and alerts
  • Automated IT asset management for tracking and managing the lifecycle of hardware & 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

Ticket Management
Centralize, streamline, and automate ticketing management

Automate service request management through ticket creation, assignment, routing, and escalation.

Asset Management
Keep your hardware and software asset inventory up to date

Simplify IT asset management with built-in asset discovery, inventory management, and reporting.

Centralized Knowledge
Centralize knowledge management for IT technicians and end-users

Leverage built-in knowledge base to create and maintain KB articles. Promote end-user self-service.

Change Management
Reduce the impact of change with controlled change management

Regulate and manage change requests through automated approval workflows and panel voting options.

app traffic
Employ robust reporting and help desk monitoring

Use built-in reports & dashboards to track ticket status, technician performance, and customer support needs.

Transparent Licensing
Simple and transparent licensing

Licensed only by the number of technician logins. No limit to the number of end-users & assets supported.

Features:

Simple & Affordable IT Help Desk Software for All IT Teams
Web Help Desk offers an intuitive Web interface to centrally manage service tickets, and simplify & 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 & 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 & 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 in-bound service requests.

IT Change Management & 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 & 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 & 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, as well as track customer support needs by location, real-time billing data, and incidence frequency.

SLA Tracking & Management
Prevent your SLAs from falling through the cracks. Web Help Desk ensures 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 & 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 & iPad to support push notifications for new and updated tickets.

Integration with Solarwinds IT Management Software

Help Desk Integration with Network Management & Server Monitoring Software
Web Help Desk integrates with SolarWinds Network Performance Monitor (NPM), Server & Application Monitor (SAM), and Network Configuration Manager (NCM) enabling you to automatically convert network & server node failure, device/interface performance & configuration issues, and critical application faults directly into help desk tickets, and assign them to appropriate IT team for faster troubleshooting.

Remote Desktop Access Connectivity from Web Help Desk
SolarWinds Web Help Desk offers built-in integration for DameWare Remote Support software which empowers you to directly launch a remote control session with the end-user computer from help desk trouble tickets and IT asset inventory.

System Requirements:


Hardware Minimum Requirements
CPU Dual-core 2.0GHz or faster
Memory 3GB (add 1 GB for every 10 additional technicians)
Hard Drive 20GB
Software Minimum Requirements
Operating System
  • Windows Server 2003 (32/64-bit), Windows Server 2008 (32/64-bit), Windows Server 2008 R2 (64-bit),Windows Server 2012 (64-bit), Windows Server 2012 R2 (64-bit)
  • Mac OS X 10.8 through 10.10, iOS and Mobile iOS 5 through 8
  • CentOS 6.5 (32/64-bit)
  • Red Hat Linux 6.5 (32/64-bit)
  • Fedora 20 (32/64-bit)
  • VMware vSphere and Microsoft Hyper-V.
Database Web Help Desk uses an embedded PostgreSQL database as its standard database

Web Help Desk also supports the following external databases:
  • MySQL 5.6 and 5.74
  • Microsoft SQL Server 2008, 2012 and 2014
  • PostgreSQL 9.2, 9.3.2 and 9.4

Screenshots:


Help desk dashboard

Help desk dashboard
Simplify, centralize, and streamline help desk ticketing from request creation to resolution

Ticketing management dashboard

Ticketing management dashboard
Configure multiple tiers and groups of IT staff, and define ticket assignment workflows for triage and escalation

IT asset inventory

IT asset inventory
Centralize IT asset inventory to capture information about hardware and software assets

Built-in knowledge base

Built-in knowledge base
Maintain flexible, customizable, and extensible knowledge base

Change approval

Change approval
Simplify change management through automated change approval workflows

Help desk reporting

Help desk reporting
Use out-of-the-box reports to track technician performance, status reports, and customer support needs

SLA management

SLA management
Customize SLA alerts and escalation workflows to help prevent SLAs from falling through the cracks

Incident and problem management

Incident and problem management
Simplify incident and problem management by linking multiple incident tickets to a problem ticket

Parent-child ticket association

Parent-child ticket association
Simplify project and task management by associating related tickets using parent-child ticket dependencies

AD and LDAP integration

AD and LDAP integration
Use native Active Directory and LDAP integration to easily add client accounts to Web Help Desk

Parts and billing management

Parts and billing management
Track service parts and fees as line items on your custom invoices and quotes

Remote desktop integration

Remote desktop integration
Integrate with DameWare Remote Support to remotely connect to desktops from the help desk console

Integration with SolarWinds Orion Platform

Integration with SolarWinds Orion Platform
Integrate with SolarWinds network performance monitoring, configuration management, and server monitoring tools

Web Help Desk mobile app

Web Help Desk mobile app
Use native mobile app for iPhone and iPad to support push notifications for new and updated tickets

End-user service request portal

End-user service request portal
Configure simple, intuitive, and customizable Web-based service request creation portal for end-users

Documentation:

Download the Solarwinds Web Help Desk Datasheet (.PDF)

 

Solarwinds Products
Solarwinds Web Help Desk
SolarWinds Web Help Desk, Per Seat License (1 to 5 named users)
License with 1st-year Maintenance
#13200
Our Price: $695.00
SolarWinds Web Help Desk, Per Seat License (6 to 10 named users)
License with 1st-year Maintenance
#13201
Our Price: $690.00
SolarWinds Web Help Desk, Per Seat License (11 to 20 named users)
License with 1st-year Maintenance
#13202
Our Price: $685.00
SolarWinds Web Help Desk, Per Seat License (21 to 30 named users)
License with 1st-year Maintenance
#13203
Our Price: $680.00
SolarWinds Web Help Desk, Per Seat License (31 to 40 named users)
License with 1st-year Maintenance
#13204
Our Price: $665.00
SolarWinds Web Help Desk, Per Seat License (41 to 50 named users)
License with 1st-year Maintenance
#13205
Our Price: $635.00
SolarWinds Web Help Desk, Per Seat License (51 to 75 named users)
License with 1st-year Maintenance
#13206
Our Price: $595.00
SolarWinds Web Help Desk, Per Seat License (76 to 100 named users)
License with 1st-year Maintenance
#13207
Our Price: $555.00
SolarWinds Web Help Desk, Per Seat License (101 to 250 named users)
License with 1st-year Maintenance
#13208
Our Price: $515.00
SolarWinds Web Help Desk, Per Seat License (251 to 500 named users)
License with 1st-year Maintenance
#13209
Our Price: $475.00
SolarWinds Web Help Desk, Per Seat License (501 to more named users)
License with 1st-year Maintenance
#13210
Our Price: $425.00