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   SolarWinds Hybrid Observability offers organizations of all sizes and
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   SolarWinds brings full-stack observability to all. Value, integration, and
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   Go from Reactive to Proactive.
   
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   Go from Reactive to Proactive.
   
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   SolarWinds brings full-stack observability to all. Value, integration, and
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   Go from Reactive to Proactive.
   
   Monitor, analyze, diagnose, and optimize database performance and data ops
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    * Database Performance Analyzer
      Monitoring and optimizing multiple DBMS platforms has never been simpler
    * SQL Sentry
      Monitor, diagnose, and optimize SQL Server and Azure SQL
    * Database Performance Monitor
      Database performance monitoring and optimization for traditional,
      open-source, and cloud-native databases
    * Database Mapper
      Easy-access, self-managed database documentation and data lineage analysis
    * Task Factory
      Save time managing tedious data warehousing ELT/ETL tasks
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      Have complete monitoring and tuning control over your Microsoft SQL Server
      environment
   
   View All Database Management Products
   Monitor your cloud-native Azure SQL databases with a cloud-native monitoring
   solution.
   
   Azure SQL performance monitoring simplifed.
   
   Learn More
   Modernize your service desk with cloud-based platform intelligent ticketing,
   service management, configuration management, asset management, knowledge
   base and portal, as well secure remote support. An intuitive, integrated, and
   automated ITIL-ready IT service management (ITSM) solution that optimizes
   productivity.
   
   Products
   
    * Service Desk
      Cloud Based ITSM Application including Employee Service Management,
      Incident and Change Management and IT Asset Management. Integrates with
      Dameware Remote Everywhere and the Orion Platform.
    * Web Help Desk
      Basic On-Premises ticketing software to help manage tickets from request
      to resolution. Integrates with Dameware Remote Support and the Orion
      Platform.
    * Dameware Remote Everywhere
      Cloud-Based Remote Support Software with advanced encryption and MFA.
      Integrates with SolarWinds Service Desk
    * Dameware Remote Support
      On-Premises Remote Support Software with FIPS 140-2 encryption standards.
      Integrates with SolarWinds Web Help Desk
    * Dameware Mini Remote Control
      Basic On-Premises Remote Support software
   
   View All IT Service Management Products
   SolarWinds Service Desk is a 2020 TrustRadius Winner
   Service Desk is a winner in two categories: IT Asset Management and IT
   Service Management (ITSM)
   Ensure user experience with unified performance monitoring, tracing, and
   metrics across applications, clouds, and SaaS. Robust solutions offering rich
   visualization, synthetic and real user monitoring (RUM), and extensive log
   management, alerting, and analytics to expedite troubleshooting and
   reporting.
   
   Products
   
    * AppOptics
      SaaS-based infrastructure and application performance monitoring, tracing,
      and custom metrics for hybrid and cloud-custom applications.
    * Server & Application Monitor
      Infrastructure and application performance monitoring for commercial
      off-the-shelf and SaaS applications; built on the SolarWinds® Orion®
      platform.
    * Loggly
      Fast and powerful hosted aggregation, analytics and visualization of
      terabytes of machine data across hybrid applications, cloud applications,
      and infrastructure.
    * Log Analyzer
      Monitoring and visualization of machine data from applications and
      infrastructure inside the firewall, extending the SolarWinds® Orion®
      platform.
    * Papertrail
      Real-time live tailing, searching, and troubleshooting for cloud
      applications and environments.
    * Pingdom
      Real user, and synthetic monitoring of web applications from outside the
      firewall.
    * Web Performance Monitor
      Web application performance monitoring from inside the firewall.
   
   View All Application Management Products
   AppOptics: Next-gen SaaS-based application performance & infrastructure
   monitoring.
   
   Accelerates the identification and getting to the root cause of application
   performance issues.
   
   Learn More
   Reduce attack surface, manage access, and improve compliance with IT security
   solutions designed for accelerated time-to-value ranging from security event
   management, access rights management, identity monitoring, server
   configuration monitoring and patching, and secure gateway and file transfer.
   
   Products
   
    * Access Rights Manager
    * Security Event Manager
      (formerly Log & Event Manager)
    * Server Configuration Monitor
    * Patch Manager
    * Identity Monitor
   
    * Serv-U Managed File Transfer
    * Serv-U Secured FTP
    * Serv-U Gateway
   
   View All IT Security Products
   Help Reduce Insider Threat Risks with SolarWinds® Access Rights Manager
   
   Manage and Audit Access Rights across your Infrastructure.
   
   Learn More
   
 * Solutions
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   Solutions
   
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    * Hybrid End-User Monitoring
   
   
   Be the first to know when your public or private applications are down, slow,
   or unresponsive.
   
   End user monitoring, hybrid, and simplified.
   
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   Solutions
   
    * IT Operations Solutions
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 * Products
   * Solarwinds Hybrid Observability
     * Network Management
     * Systems Management
     * Database Management
     * IT Service Management
     * Application Management
     * IT Security
     * Secure By Design
   * Network Management
     * Network Performance Monitor
     * NetFlow Traffic Analyzer
     * Network Configuration Manager
     * IP Address Manager
     * User Device Tracker
     * VoIP & Network Quality Manager
     * Network Automation Manager
     * Log Analyzer
     * Network Topology Mapper
     * Engineer's Toolset
     * ipMonitor
     * Kiwi CatTools
     * Kiwi Syslog Server
     * Network Bandwidth Analyzer Pack
     * Log and Network Performance Pack
     * IP Control Bundle
   * Systems Management
     * Server & Application Monitor
     * Virtualization Manager
     * Storage Resource Monitor
     * ipMonitor
     * Serv-U Managed File Transfer
     * Serv-U Secured FTP
     * Server Configuration Monitor
     * Log Analyzer
     * Access Rights Manager
     * AppOptics
     * Web Performance Monitor
     * Systems Management Bundle
     * Server Performance & Configuration Bundle
     * Log and Systems Performance Pack
     * Application Performance Optimization Pack
     * IT Operations Manager
     * Web Application Monitoring & Performance Pack
   * Database Management
     * Database Performance Analyzer
     * SQL Sentry
     * Database Performance Monitor
     * Database Mapper
     * Task Factory
     * Database Insights for SQL Server
   * IT Service Management
     * Service Desk
     * Web Help Desk
     * Dameware Remote Everywhere
     * Dameware Remote Support
     * Dameware Mini Remote Control
   * Application Management
     * AppOptics
     * Server & Application Monitor
     * Loggly
     * Log Analyzer
     * Papertrail
     * Pingdom
     * Web Performance Monitor
   * IT Security
     * Access Rights Manager
     * Security Event Manager
     * Server Configuration Monitor
     * Patch Manager
     * Identity Monitor
     * Serv-U Managed File Transfer
     * Serv-U Secured FTP
     * Serv-U Gateway
 * Solutions
   * CHALLENGE
     * Network Solutions
     * IT Security Solutions
     * Hybrid Systems Monitoring
     * Enterprise Solutions
     * Infrastructure Management Solutions
     * IT Asset Management
     * SolarWinds Orion Platform
     * Database Management
     * SQL Server Diagnostics
     * Application Performance Management
     * Compliance Solutions
     * Scalability Solutions
     * Software Defined Solutions
     * Customer Success
     * IT Automation Software
     * IT Cost Optimization
     * IT Agility
     * Education IT Solutions
     * Small Business Solutions
     * Hybrid End-User Monitoring
   * Role
     * IT Operations Solutions
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     * Enterprise Help Desk Solutions
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   * Technology
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     * Azure Cloud Solutions
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     * MySQL Solutions
     * Postgres Solutions
     * DigitalOcean Application Solutions
     * Azure SQL Solutions
   * Remote Monitoring
     * Remote Monitoring Solutions
     * Remote Infrastructure Management Solutions
     * Secure Remote Access Solutions
     * Support Remote Workforce Solutions
     * Business Continuity Solutions
     * User Experience Monitoring Solutions
     * Hybrid Systems Monitoring
 * Support
   * Renew Maintenance
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   * Access the Success Center
     * Access the Success Center
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     * Americas: +1-512-682-9300
     * EMEA: +353 21 5002900
     * APAC: +61 2 8412 4900
     * Submit a Ticket
     * Supported Versions
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   * Training & Certification
     * SolarWinds Academy
     * SolarWinds Certified Professional
   * Customer Portal
     * Access the Customer Portal
 * Community
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     * View THWACK
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     * View Orange Matter
   * LogicalRead Blog
     * View LogicalRead Blog
   * Secure by Design Resource Center
     * View Resources
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 * View All Products View Free Tools


IT HELP DESK SOFTWARE

Simplify help desk ticketing, IT asset management and end-user support.

CLOUD-BASED SOLUTION
Service Desk
 * Full ITIL suite for incident, problem, change, and release management
 * Service catalog to streamline workflows and automate repetitive service
   requests
 * Cutting-edge UI and continuous release cycle to ensure the most up-to-date
   experience
 * AI-powered suggestions encourage self-service and quickly connect users to
   their needs

Start Free Trial Start Free Trial Fully Functional for 30 Days
ON-PREMISES SOLUTION
Web Help Desk
 * Simplified IT help desk processes from service request creation to resolution
 * Automated ticketing management with rule-based routing and escalation,
   real-time tracking, and alerts
 * IT asset management for tracking and managing the lifecycle of hardware and
   software assets
 * Built-in knowledge base for self-resolution of issues, and automation of
   change management

DOWNLOAD FREE TRIAL EMAIL LINK TO FREE TRIAL Fully Functional for 14 Days
Benefits of IT Help Desk Software
DOWNLOAD FREE TRIAL EMAIL LINK TO TRIAL
 * What Is an IT Help Desk?
 * What Is a Service Desk?
 * Core Features
 * Improve Your Business


WITH A MODERN, UNIFIED IT HELP DESK SOFTWARE SOLUTION, YOU CAN STREAMLINE
SERVICE DELIVERY FOR YOUR ENTIRE ORGANIZATION.

The benefits of help desk software are as numerous as they are varied. From
incident ownership and IT issue tracking to employee-focused capabilities and
resources, the potential benefits of help desk software solutions are plentiful.
The impacts of help desk software features allowing you to apply data to support
your decision-making in IT and across your organization are equally numerous.

Utilizing an IT help desk software solution can also have a profound impact in
helping your organization thrive, including helping automate several key
processes and functions. This effort will help you drive productivity while
freeing up precious resources and budget dollars to spend on advancing your
mission as an organization.

Whether you need a helpdesk ticketing solution or a more advanced IT service
management platform, SolarWinds has you covered.

How we see IT help desk software differently:

 * Incident ownership and tracking: From start to finish, experience
   unprecedented control of how you manage the efforts of your IT help desk team
   to work with employees to identify, prioritize, and manage incidents,
   regardless of how minor or major they may seem
 * Automations driving efficiency: Automatically prioritize and route issues
   using a ticketing system to increase your ability to learn from the incidents
   themselves, and the process leading to their eventual resolution
 * Employee-focused service: SolarWinds help desk software provides
   unprecedented levels of employee-focused resources, driving self-service and
   meeting employees where they work
 * Increased productivity: Reduce time spent on process management, asset
   management, incident management, and everything else your team handles by
   establishing consistent service levels and processing of deliverables with
   integrated workflow task management.
 * 360-degree view of data: Reports and dashboards make data easy to understand,
   equipping you to leverage said data to improve your organization




WHAT IS AN IT HELP DESK?




WHAT IS AN IT HELP DESK?

A help desk, in simple terms, is a tool helping to organize customer questions
and requests and direct those questions to the right person in your
organization, so they can be handled quickly and efficiently. Chances are, you
may have even used this term interchangeably with service desk, and in some
contexts, using help desk and service desk to get at the same general context is
perfectly fine. However, a help desk isn’t exactly the same thing as a service
desk, and there’s a history behind the distinction to merit understanding (at
least a little bit).
Download a Free Trial of SolarWinds Web Help Desk Download a Free Trial of
SolarWinds Web Help Desk



WHAT IS A SERVICE DESK?




WHAT IS A SERVICE DESK?

In 1989, the concept of the service desk began. Working alongside the government
of the United Kingdom, the computer industry in the UK first published ITIL, or
Information Technology Infrastructure Library. This library contained the
concept later known as the service desk. According to ITIL best practices, the
service desk is an intrinsic part of both an organization’s IT department and
overall business operations.

Whereas help desks traditionally work with users one issue at a time as a
customer service tool, service desks are designed to do more to drive both the
impact and efficiency of IT departments and the users and organizations they
served. The role of the service desk is to continually evolve alongside
advancing technology, becoming more integrated in the operations of its
organization. A service desk solution does this by acting as a point of contact
for service requests and user issues (as the help desk did before it), but also
serve as a centralized solution for IT problem management and any and all
configuration changes impacting the entire organization.

The service desk strives to enable business processes by providing integrated
support, adapting the support to the evolving needs of the business, the
industry, and the user base it serves. Its primary function is still to restore
the productivity of the end user by meeting the user where they are
(technologically speaking) and helping them to resolve the issues they’re
facing. However, it does so within a larger context of function driving the
overall Information Technology Service Management (ITSM) success of the
organization.

Start a Free Trial of SolarWinds Service Desk Start a Free Trial of SolarWinds
Service Desk



CORE HELP DESK SOFTWARE FEATURES




CORE HELP DESK SOFTWARE FEATURES

There are four key areas in which your software solutions could be working for
you: IT ticket management and risk detection, automated and integrated asset
management, enhanced usability, and visual reporting.

 1. IT Ticket Management and Risk Detection
    One of the biggest benefits of help desk software and employing other
    software solutions, comes in the form of the lift it can provide your
    organization in productivity. Web-based IT issue tracking, ticket
    management, automated risk detection, and other software capabilities, give
    you the opportunity to track issues in ways you may not have dreamed of
    before, letting you quickly identify, investigate, and resolve underlying
    problems leading to the recurring issues often slowing down productivity in
    the first place.
 2. Integrated Assets
    Another key help desk software feature is the seamless tracking of every
    asset (IT and otherwise) across your organization, assisting with the
    onboarding, assignment, management, and retiring of assets throughout their
    lifecycle.
 3. Usability
    Help desk software should be conceived of and designed with usability at its
    core. SolarWinds Service Desk was born on the cloud and lives on the cloud,
    updated for usability and functionality on a rolling and continuous basis.
    Service Desk simplifies and automates service requests while reducing
    support workload and helping your team provide superior service.
 4. Visual Analysis: Reports and Dashboards
    Easily understood reports and dashboards give your team insight into what's
    happening in real time for IT Issue tracking purposes. Throughout the
    history of incidents, rollouts, and other major events, pushes are another
    key built-in feature of our IT help desk software.

Start a Free Trial of SolarWinds Service Desk Start a Free Trial of SolarWinds
Service Desk



HOW CAN HELP DESK SOFTWARE IMPROVE YOUR BUSINESS?




HOW CAN HELP DESK SOFTWARE IMPROVE YOUR BUSINESS?

You’re probably aware of the many ways enhanced help desk software capabilities
can help you improve your service levels and fulfill your various missions as an
organization. The benefits of help desk software include:

 * Improving scheduling of tasks and IT personnel
 * Improving your service levels and speed of service through automation and
   other improvements, such as issue and ticket tracking to more effectively
   identify and deal with underlying problems in a more robust manner
 * Reducing waste by utilizing electronic documents’ user-directed forms
 * Providing access to service while also improving service levels through
   remote access to reporting and help desk functions
 * Providing stakeholders with the data they need to make and support solid
   decisions around asset allocation, budgeting, scheduling, and almost any
   other process, program, or function you can think of—available in a single
   location

IT issue tracking may be one of the most profound ways in which IT help desk
software can help to boost the efficacy and efficiency of your organization. By
eliminating recurring issues and by drastically reducing the service disruptions
they spawn, you can maximize your productivity while doing a more complete job
of tracking, managing, and proactively responding to incidents and the problems
at their roots.

The best way to improve your business processes is to use an effective help desk
or service desk software solution.

Start a Free Trial of SolarWinds Service Desk Start a Free Trial of SolarWinds
Service Desk



SOLARWINDS ITSM SOLUTIONS ARE AN INDUSTRY FAVORITE. HANDS DOWN.

Every time someone interacts with SolarWinds Service Desk for the first time,
they are surprised at how easy it is.

Chris Comerford
CIO
Adler Planetarium

Web Help Desk’s abilities surrounding ticket automation and routing, the
approval process, internal tickets, and parent/child ticketing, have all
contributed to greater efficiencies.

Ryan Calhoun
Help Desk Technician
Central Florida Expressway Authority

When your company grows in size the problems grow to, keep them in line with
SolarWinds Service Desk, a truly easy to use and implement and low learning
curvature. Keep records of the most requested issue, verify the ticket status in
real time, and all the KPI used in ITIL in order to improve customer
satisfaction.

Ivan O.
IT Administrator
Truck-lite Puebla

Our previous system was very limited...it didn’t always work. Web Help Desk is
an improvement in every feature when compared to our previous system, including
alerts/notifications, enforcement of SLAs, detailed emails to techs, and we love
the pop-up notifications based on the Report Type selected by clients.

Help Desk Manager



SolarWinds Service Desk is acting as a multiple solution platform for us. We’ve
gone from six different platforms to one. It brings our departments much closer
together.

Gilad Vinitsky
CTO
The BLOC

Prior to using of SolarWinds Web Help Desk, we would only use email to receive
support requests. Almost all the time requests would get lost in the clutter.
Now, we can see an exact number of open tickets at any given time. It’s so
great, our other non-IT support departments have begun using Web Help Desk to
keep them on track and on time.

IT Systems Administrator
Non Profit


Every time someone interacts with SolarWinds Service Desk for the first time,
they are surprised at how easy it is.

Chris Comerford
CIO
Adler Planetarium

Web Help Desk’s abilities surrounding ticket automation and routing, the
approval process, internal tickets, and parent/child ticketing, have all
contributed to greater efficiencies.

Ryan Calhoun
Help Desk Technician
Central Florida Expressway Authority

When your company grows in size the problems grow to, keep them in line with
SolarWinds Service Desk, a truly easy to use and implement and low learning
curvature. Keep records of the most requested issue, verify the ticket status in
real time, and all the KPI used in ITIL in order to improve customer
satisfaction.

Ivan O.
IT Administrator
Truck-lite Puebla

Our previous system was very limited...it didn’t always work. Web Help Desk is
an improvement in every feature when compared to our previous system, including
alerts/notifications, enforcement of SLAs, detailed emails to techs, and we love
the pop-up notifications based on the Report Type selected by clients.

Help Desk Manager



SolarWinds Service Desk is acting as a multiple solution platform for us. We’ve
gone from six different platforms to one. It brings our departments much closer
together.

Gilad Vinitsky
CTO
The BLOC

Prior to using of SolarWinds Web Help Desk, we would only use email to receive
support requests. Almost all the time requests would get lost in the clutter.
Now, we can see an exact number of open tickets at any given time. It’s so
great, our other non-IT support departments have begun using Web Help Desk to
keep them on track and on time.

IT Systems Administrator
Non Profit


Every time someone interacts with SolarWinds Service Desk for the first time,
they are surprised at how easy it is.

Chris Comerford
CIO
Adler Planetarium

Web Help Desk’s abilities surrounding ticket automation and routing, the
approval process, internal tickets, and parent/child ticketing, have all
contributed to greater efficiencies.

Ryan Calhoun
Help Desk Technician
Central Florida Expressway Authority

When your company grows in size the problems grow to, keep them in line with
SolarWinds Service Desk, a truly easy to use and implement and low learning
curvature. Keep records of the most requested issue, verify the ticket status in
real time, and all the KPI used in ITIL in order to improve customer
satisfaction.

Ivan O.
IT Administrator
Truck-lite Puebla


We’re Geekbuilt.®

Developed by network and systems engineers who know what it takes to manage
today's dynamic IT environments, SolarWinds has a deep connection to the IT
community.

The result? IT management products that are effective, accessible, and easy to
use.

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