Not only is the service portal helpful for employees, but it gives technicians all the data they might need to resolve incidents quickly in one place.
The employee service portal is a web app that employees can use to submit and track service requests or find answers to questions that may have been asked before via the integrated knowledge base and other resources. Automation features mean that tickets can be categorized and routed to the correct technician without manual involvement. Problem management functionality allows your agents to easily group similar incidents together to avoid multiple agents working on the same issues and prevent redundancy. The free version featured here does lack some of the more advanced features such as automated IT asset discovery and the option for customer feedback surveys, but there are no limitations with the features that do come with the free version.A sample of some of the features available from Solarwinds Service Desk (Image credit: Solarwinds) Overall, SolarWinds Help Desk Free is the perfect lightweight help desk tool that is easy to use and scalable with your business.
You can also build an internal-only knowledge repository for technicians to consolidate and internally share content to help them troubleshoot and resolve recurring issues, which is nice. SolarWinds Web Help Desk Free is available for Windows, Mac, and even Linux.Ī really nice feature is the way SolarWinds Web Help Desk allows administrators to create and update a knowledge base and frequently asked questions (FAQ) section that clients can access (to see if their problem has already been solved). As well as this it has an Active Directory and uses LDAP authentication. It also features fully automated ticket routing and assignment allocation based on your specific needs. The service request and self-service portal for end-users is straightforward and well thought out. SolarWinds themselves have a proven track record when it comes to software, and that does show in this utility. Web Help can be run from one single, centralized help desk management Web interface, so you can now manage all your end-user trouble tickets and track service request lifecycle from ticket creation to resolution.
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