In many environments, help desk technicians with no set IT service request system may find themselves dealing with a disorganized flood of questions. End users desperate for help may log service requests through a range of channels, including email, phone, chat, and social media. They may even choose to raise the issue in person.

It’s crucial to have effective IT help desk procedures in place to change customer behavior and implement a more effective workflow using centralized service request logging and a web-based service request portal like SolarWinds Web Help Desk. Channeling requests through a single streamlined platform is easier for both techs and end users, as an established system for managing help desk tickets provides clear instructions and improved visibility. An integrated knowledge base feature can even help customers address issues on their own without creating a ticket.

Additionally, the WHD platform is designed to automatically convert inbound email service requests into easy-to-use help desk tickets. Plus, Web Help Desk offers dynamic input fields you can customize to your needs to ensure users always provide critical information up front.