As you know, we’re gearing up for THWACKcamp 2017, which promises to be our best yet. If you haven’t registered, you’ll want to get on that PRONTO! In our 100% free, virtual, multi-track IT learning event, thousands of attendees will have the opportunity to hear from industry experts and SolarWinds Head Geeks and technical staff. Registrants also get to interact with each other to discuss topics related to emerging IT challenges, including automation, hybrid IT, DevOps, and more.


We are continuing our expanded-session, two-day, two-track format for THWACKcamp 2017. SolarWinds product managers and technical experts will guide attendees through how-to sessions designed to shed light on new challenges, while Head Geeks and IT thought leaders will discuss, debate, and provide context for a range of industry topics. In my “If It’s Not in the Ticket, It Didn’t Happen” session, I'll be joined by SolarWinds Product Managers Kevin Sparenberg and Bryan Zimmerman to discuss best practices for streamlining the help desk request process.


Because I haven't worked in a help desk setting, and have likely been thought of as a “problem child” by a help desk or two, I’m sure I’ll appreciate the perspectives Kevin and Bryan will share in this session. I look forward to understanding the similarities and differences involved in supporting internal and external stakeholders, in addition to acting as an MSP in this same capacity. Tapping the wisdom they've accumulated from their individual experiences working on and leading help desk teams, Kevin and Bryan will offer help desk technicians advice on everything from the appropriate levels of information that are needed on the front end of the support process, to which tools can be used throughout the resolution workflow to help accelerate ticket resolution.


Check out our promo video and register now for THWACKcamp 2017! And don't forget to catch our session!