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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Getting Started Guide > Web Help Desk Getting Started Guide Introduction

Web Help Desk Getting Started Guide Introduction

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Created by Melanie Boyd, last modified by Anthony.Rinaldi_ret on Aug 24, 2016

Views: 107 Votes: 0 Revisions: 10

Welcome to the Web Help Desk Getting Started Guide.

This guide will take you from installation to full implementation of Web Help Desk. As you work through the topics in this guide, you will complete the following tasks:

  • Gather requirements, install Web Help Desk, and perform initial setup
  • Create accounts for Web Help Desk users
  • Configure ticket request types and determine which techs will service each request type
  • Enable clients to submit tickets through email
  • Understand and configure asset management
  • Automate ticket creation and configure change management workflows
  • Track progress and monitor performance using advanced search and reporting
  • Use FAQs to build a knowledge base that clients can use to find solutions to common issues

This guide also includes role-based training materials that you can distribute to your techs and clients.

Existing customers: Access your licensed software from the SolarWinds Customer Portal. If you need any implementation help, contact our Support Geeks.

Evaluators: Download your free 30-day evaluation here. If you need assistance with your evaluation, contact sales@solarwinds.com.

Product terminology

The following terms define the roles and objects managed by Web Help Desk.

  • Tickets: Support requests that are opened through and managed within Web Help Desk.

    Tickets can be initiated through email, created in the Web Help Desk console, or imported from another application.

  • Clients: End users or customers who can open tickets in Web Help Desk.

    Clients can enter tickets through email or through the Web console.

  • Techs: Web Help Desk users who troubleshoot and resolve tickets.

    Techs can also enter tickets. For example, when a client calls the IT Help Desk, the tech opens a ticket on the client's behalf. In addition, techs can open tickets that are not associated with a client, such as tickets to schedule routine maintenance or system upgrades.

  • Admins: Techs with privileges to configure Web Help Desk.
  • Tech Groups: A group of techs with similar skills and expertise.
  • Request Types: A classification that identifies the type of support request.

    Request types are used to automatically assign tickets to the appropriate tech group.

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