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Announcing NPM 12.2
With NPM 12.2 you can monitor your Cisco ASA firewalls, to monitor VPN tunnels for basic visibility and troubleshooting tunnels. NPM 12.2 also uses the SolarWinds Orion Installer so you can easily install and upgrade one or more Orion Platform products simultaneously.
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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_ret on Jul 18, 2016

Views: 187 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.

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. If a repair requires spare parts, Web Help Desk orders the required parts.

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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