Solarwinds Web Help Desk

SolarWinds Web Help Desk is a web-based platform for help desk ticketing and IT asset management. It offers a user-friendly interface for managing service tickets, automating help desk tasks, and can be adapted for small and large organizations, as well as Managed Service Providers.

The software streamlines ticket creation, routing, escalation, and management. It also includes an IT asset management feature for automatic discovery of software and hardware assets, and managing asset assignments, history, and service requests.

The platform has a searchable knowledge base for technician knowledge management and self-resolution options for end-users. It allows linking of multiple incidents to a problem for efficient ticket management and resolution. Other features include IT project management, business process automation, performance reporting, SLA tracking, and compatibility with Active Directory and LDAP infrastructure.

SolarWinds Web Help Desk offers a mobile app for iPhone and iPad with push notifications for new and updated tickets, and security features include FIPS-mode SSL connections and FIPS 140-2 compatible cryptography.

The software integrates with SolarWinds Network Performance Monitor, Server and Application Monitor, and Network Configuration Manager, converting network and server node failure, device/interface performance and configuration issues, and application faults into help desk tickets. It also integrates with DameWare Remote Support software, enabling remote control sessions from help desk tickets and IT asset inventory.