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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Introduction > Ticket processing

Ticket processing

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Created by Steve.Hawkins, last modified by Anthony.Rinaldi on Jul 18, 2016

Views: 82 Votes: 0 Revisions: 5

SolarWinds Web Help Desk initiates and manages your help desk processes through the Web console, email, SMS, and built-in procedures. After you configure Web Help Desk, it automatically routes tickets to the proper technician and updates your customer.

If a repair requires spare parts, Web Help Desk orders the required parts. Web Help Desk accepts email ticket requests and opens a ticket based on the information in the email. You can also update and close tickets using email.

Each customer can access a Web console dedicated to their help desk needs. Customers can access all of their help desk features through a Web portal, but they cannot access information from other help desk customers.

The following illustration provides an overview of Web Help Desk processes at a high level.

File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/010/010/WHD_Ticket_Processing_Current2_351x568.png

 
Last modified
09:51, 18 Jul 2016

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