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Help desk ticket integration with network systems: Why should you care?

Imagine a complex IT network environment supported by a help desk system, both working in silo. Here are the top three challenges in such a scenario:

  1. Manual ticket creation for the network issue(s)
  2. Fragmented/duplicate help desk tickets for similar network issues
  3. Conventional/time-consuming ticket follow-up, status notifications, and closure processes

Well, according to a discussion here, IT pros think that integration with network management systems is a must. This is one of the main concerns that led over 82% of the respondents, in a recent SolarWinds help desk survey, to highlight the necessity for help desk tickets to be triggered automatically based on network node alerts/failures.

orion alert integration.png

SolarWinds® Web Help desk™ seamlessly integrates with SolarWinds Network Performance Monitor (NPM) and Network Configuration Manager (NCM), and the aforementioned challenges vanish, just like that! All you have to do is to create a connection and define a few rules to accept and create tickets based on parameters like severity, alert field messages and so on.

filters orion.png

For example, if you create a filter to accept all NPM alerts with severity that is not ‘low’, Web Help Desk will automatically create problem tickets that will appear just like any other help desk ticket. It’s as simple as that!

What’s more, this integration is bi-directional! When a help desk technician takes up a ticket and adds a note to it, the same is acknowledged within the NPM console, by Web Help Desk.

Now you know, help desk integration with network management software is not a far cry. SolarWinds Web Help Desk is a simple, streamlined, and powerful help desk solution that facilitates integrations with ease.

Take a test drive today!

1 Comment
Level 15

Thanks for sharing.