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Softa SuperStore

17.01.2022 • • 18:59

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Solarwinds Service Desk

Founded in 1999, SolarWinds (NYSE: SWI) provides powerful and affordable IT management software to more than 93,000 customers worldwide – from Fortune 500 enterprises to small businesses.

We believe that the IT pros who use our products everyday should be excited about them. That’s why we put our users first in everything we do, and strive to deliver powerful functionality while making their jobs easier. We call it “user-centric software,” and we believe that it’s changing expectations for the enterprise software experience.

Simply put, we work to:

  • Remove the obstacles found in traditional enterprise software – eliminating the high prices, complexity and resource-intensity that have become the status quo
  • Connect with our community – using daily interactions with our large, global user community to guide our product development and strategy
  • Constantly evolve our products – ensuring that our software is on point to meet near-term customer and market priorities

Our company was built by network and systems engineers who know what it takes to manage today’s dynamic IT environments. They combined this expertise with a deep connection to the IT community to create network, storage, and application management products that are effective, accessible, and easy to use. The result? IT management software that works for you.

Solarwinds Service Desk
A modern IT service management (ITSM) solution to eliminate barriers to employee support services

Key Features

  • Incident management consolidates, manages, and prioritizes incoming tickets.
  • Service catalog standardizes service request and fulfillment processes.
  • Fully integrated IT asset management compiles hardware, software, POs, and more.
  • Service portal for users to have a single place to submit tickets and requests.

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A Service Desk Built Just For You.
Do you find yourself asking…
  • Where are all these tickets coming from?
  • Are these tickets related?
  • How do I keep employees up to date on their ticket?
  • How do I route tickets to other teams?
  • Why are we answering the same question over and over?
  • Who has what?
  • How do I track my technology assets?
  • Where are all these tickets coming from?

With SolarWinds Service Desk you have one place to streamline and organize the tickets and requests that are coming in through different mediums, including email, phone calls, a customized Service Portal, and even the occasional (or extremely frequent)

GENERAL

What's an agent?

An agent is any individual in the company who: owns an incident, fulfills a service request, defines SLAs, documents problems, tracks and manages hardware devices, among many other related tasks.

What's a device?

You can use SolarWinds IT Asset Management to track any kind of asset, and the SolarWinds CMDB to manage configuration items. For example: computers, network devices, software, non-technical assets, and more. However, only devices that have an IP address incur a fee. Assets that do not have an IP address (such as furniture) could be imported and maintained through the Asset Management solution at no additional cost.

Does Service Desk integrate with other applications & systems?

Of course. Service Desk allows you to import, merge, and integrate data and resources from a number of channels including:

  • Web-based apps: Google Apps, Salesforce.com, Zendesk, Chatter, OneLogin, and Okta
  • API: create applications, integrate data and interface between your business systems and your Service Desk account. Learn more.
  • Security integrations: SAML, Google SSO
  • Simple sync between apps using Zapier
  • Easy data import using csv files.

Will my data be private and safe?

From restricting physical access to our datacenter to the security of the service layer itself, Service Desk takes as many security measures as necessary to ensure that your information is protected. This includes the selection of data centers — you decide on either the US or EU data center.

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