Here are reasons why you should consider a ticket-based system for your users to record computer problems. By using this SolarWinds software your support staff will provide users with solutions quickly and professionally.
Evaluation of Web Help Desk Utility
- Benefits of a Web Help Desk for the Users
- Benefits for the Help Desk Staff
- Web Help Desk Dashboard
Workers are reassured once they have logged a problem then someone in tech support will troubleshoot the fault in a timely manner. This strategy is especially useful when they are working outside normal office hours.
As a user, at first I hate having to fill in that box, but after a while I am amazed how writing down the problem makes me feel better, and sometimes it even helps me solve my own problem. Then it's magic when I come back to my machine and there is an email from Tech Support that solves a problem I logged a few hours previously.
Post-it notes can get binned, and verbal messages can be forgotten, but with a trusted ticket system users know that their problem is properly recorded and is likely to be actioned as soon as possible.
Tech support can handle far more tickets in their shift than they could phone calls. This email based system means they can concentrate on the technical problem, rather than having to deal with the emotional crisis of an irate phone call.
If the IT help desk need to 'speak' with the user, then can email back asking for specific information, such as asking: 'what happened just before the glitch occurred?'.
The SolarWinds Web Help Desk tool evolves into a knowledge base where support staff can refer to what was done to solve similar problems. It also provides business logic to escalate more difficult issues to the person with best skill set to solve that predicament.
Why We Switched to Web Help Desk
*** Seeing Stars ***
Tech support: Are you sure you used the right password?
Boss: Yes, I'm sure. I saw my colleague do it.
Tech support: Can you tell me what the password was?
Boss: Six stars.
Tickets are generated through email-to-ticket conversion, incidentally the 'Quick Ticket template' also handles updates between tech support and the user. The SolarWinds software doesn't care if the client is using IMAP, POP, or Exchange protocols.
One of the joys of using this Web Help Desk is customizing the forms, email templates, and workflow configurations. At my company we just have 'Dungeon Doug', but if you have a whole tech support team then you can employ intelligent business action rules to determine which technician is assigned to which new ticket.
If your tech support is just a one man band like our 'Dungeon Doug', then it's handy to give him a means of dealing with critical tickets on his iPhone when he is away from the office. However, if you have a dedicated team then you can give them 24/7 access to customer service data using Web Help Desk's mobile web application. Other devices reviewed include: Windows Mobile, Blackberry and RIM devices.
I believe that reports motivate support staff to do their best to resolve problems, and get tickets closed. Another benefit is that mangers can use motivTrack performance to track what happens to the tickets, and thus identify bottlenecks and recurring problems.
Here is a but one example from the dashboard, there are many more metrics that a manager could investigate.
You can also configure reports so that you know how your support team members are performing. It's also interesting to see which locations and which customers generate most of your problems! Download SolarWinds' Help Desk Gadget
Service Level Agreements
I really must have a meeting with 'Dungeon Doug' to formalise, what should happen on the rare occasions when he can't solve a problem within one working day. We should set the Web Help Desk to email, or SMS Doug's boss if a ticket is still open after 36hrs. Larger companies than ours can configure the system to:
- Automate priority changes.
- Update ticket assignment.
- Add approval requirements.
What Tech Support Miss Now They Have Web Help Desk
User: How do I change channel on my monitor?
Tech support: Your monitor won't have channels like a TV.
User: But I was watching the internet channel the other day, but now all I get is the word processing channel.
Summary: Review of SolarWinds Web Help Desk
A ticket-based system will help your users to record their hardware and software glitches. This SolarWinds tool provides the ability to troubleshoot computer problems without using the phone, or leaving your helpdesk.
More Free and Trial Network Software
Here are Guy’s reviews, recommendations and download links for additional handy utilities. Many of these programs are completely free, while others are fully-functional, but time limited. One common theme is that SolarWinds give you a free specialist tool ideal for testing, and then supply a more comprehensive suite for bigger networks. To let you into a secret, for small networks, the free tool is all you’ll ever need.