Web Help Desk

A great service management tool for your business

Vorteile:

The Web help desk can be used by technicians and clients. The clients use it to submit a ticket and the technicians will provide an answer or solution to the clients. I think this tool is good for use in the company. The staff members can use it to report about their IT problems or request for assets that they need for their job.

Nachteile:

It's a paid tool so you need to pay for it.

Web Helpdesk from Solarwinds

Kommentare: It was an ok tool for me, as I was not working on it as an administrator but for a day to day ticket management, it was very easy to use and our customers were also able to reach out to us with their day to day support queries and we also used it for internal task management.

Vorteile:

The most positive point which I liked about this product was that we were able to use it from anywhere, either when we were on the client-side or in the office. Our work was fieldwork and to have a web-based solution was very helpful to track complaints and provide response to clients and management about the work done.

Nachteile:

I did not use this tool as an administrator, so I am not familiar with its cons, only used for ticket management.

An old help desk system that isn't being modernised or supported beyond security patches

Vorteile:

The ticketing system itself works without major issues, but it's built on a very old system.The search and filtering system is absolutely amazing, giving you the option to allowing you to build queries with any combination of data to include or exclude

Nachteile:

The platform would regularly fail back to the main ticket page when trying to switch to the assets tab, or when saving a note or email response, sometimes causing the system to lose all the changes you just made.The system would sometimes crash in the middle of the night, requiring a service restart on the server.

Full Featured Help Desk Solution

Kommentare: We have streamlined our process for reporting issues in our district which in turn has made our response times come down. Having a history of issues is also beneficial for training purposes and for staff to see how to fix a recurring issue they may have. Overall has made us much more efficient.

Vorteile:

Ease of use. I have had new techs that havent had any experience with a ticketing system sit down and be able to use this product within several minutes. Also it has been a godsend for our staff as we require them to log in to the system to create tickets.

Nachteile:

Inventory function. I was hoping for an easier way to track our device inventory. I believe it would do the job, but the initial setup has to be comprehensive to make things work smoothly.

A must when customers are your priority.

Vorteile:

The ticketing system, makes all inqueries and tickets manageble, trackable and easy to access. Creates a more unified work flow for

Nachteile:

It's overwhelming at first. The amount of information immediately available makes it difficult to grasp all at once. Eventually processes start flowing and it all comes together.