SolarWinds MSP ManagerCloud-based IT Ticketing System

Tackle tickets more easily with a cloud-based IT ticketing system

cloud based it ticketing system

Automate ticket creation and management with a cloud-based IT ticketing system

cloud based it ticketing system

Automate ticket creation and management with a cloud-based IT ticketing system

For MSPs and their IT support staff, every minute counts. Every non-billable moment that’s spent filling out a time-consuming ticket is a moment taken away from supporting customers, which can decrease productivity and negatively affect your bottom line.

SolarWinds® MSP Manager helps you control this process by automating much of the ticket creation process. Plus, users can easily create tickets manually in less time. This cloud-based IT ticketing system only requires that technicians fill out critical information—no more long forms with unnecessary fields. The Quick Ticket feature lets you create a new ticket in seconds without navigating away from the page.

Technicians can also set MSP Manager to automatically generate a ticket if a user submits a request via email. This process helps ensure that email correspondence is reflected in the ticket to provide context during ticket resolution and further shorten response times.

Streamline billing with an IT ticketing system made to simplify MSP business operations

cloud based it ticketing system

Streamline billing with an IT ticketing system made to simplify MSP business operations

As your client base grows, it can become difficult to keep track of hours and billing without an organized system. You’ll need a quick and easy way to account for the billable hours spent on tickets.

SolarWinds MSP Manager doesn’t just help you optimize ticket creation. This IT ticketing system is built to help you streamline your end of month billing process as well. MSP Manager offers a built-in timer for tickets so technicians can keep track of their time without having to guess or remember their hours after the fact. Once the issue has been resolved, the IT ticketing system lets you update the billing information accordingly based on the time logged and the associated service rate.

To save even more time, MSP Manager allows you to set billing types and rates for each service item in the system.

Provide robust support offsite with the mobile app

cloud based it ticketing system

Provide robust support offsite with the mobile app

To save even more time, MSP Manager allows you to set billing types and rates for each service item in the system.

To help your technicians access the help desk and provide services on the go, SolarWinds MSP Manager comes with a native mobile app that offers quick access to everything your technicians need. This includes customer information, ticket generation, time tracking, system information, and much more.

Your techs can also save time by taking pictures or videos of issues and attaching them to new or existing tickets within the app. With this IT help desk ticketing system, you can provide the tools to help ensure your team provides the highest quality service—no matter where they are. The mobile app is available for both Android and iOS devices, utilizes fingerprint authentication for enhanced security, and instantly alerts your technicians with push notifications about the status of their tickets.

Get More on Cloud-based IT Ticketing System

Frequently Asked Questions

What is a help desk?

A help desk is a system that allows business customers to contact their IT service provider for assistance with issues.

In smaller businesses, a help desk typically consists of one IT professional servicing all of the technical issues that come in. For larger organizations and service providers, a help desk is much more robust. A help desk team consists of a group of IT professionals who use help desk software to track issues and offer support.

A cloud-based help desk is hosted on an external server and can be accessed at any time, from anywhere.

Learn more about our solutions:

What is the difference between an IT service desk and an IT help desk?

An IT service desk is broader in scope and places more emphasis on helping IT staff members provide a service from a technical standpoint. A service desk can be more strategic than a help desk by fixing issues, adding new services, and maintaining existing services, rather than simply fixing issues (as would be the case of a help desk). IT service desks also tend to be more focused on business needs than the end user’s immediate issues.

A help desk, on the other hand, can be a subsection of a larger service desk and is focused solely on helping end users solve their technology problems. A help desk is tactical, not strategic. Core help desk principles include serving as a single point of contact for IT issues, ticketing and resolution, and incident escalation to other units within the business. 

Why is help desk software important?

Help desk software is important because it helps IT staff provide robust support for end-users—which is especially key for MSPs. The ability to provide strong customer support builds your business reputation, fosters stronger relationships with customers, and can ultimately help increase your bottom line. The benefits of help desk software include, but aren’t limited to:

●    Resolving tickets more quickly by empowering IT members to work collaboratively
●    Providing better visibility to help ensure all tickets get resolved
●    Helping MSPs meet service level agreements (SLAs)
●    Helping resolve issues faster by creating a knowledge base using information from tickets
●    Providing a seamless experience for end-users
●    Increasing technician productivity and efficiency

What is a cloud-based IT ticketing system?

A cloud-based IT ticketing system is a customer service tool, typically included in web help desk software, that helps MSPs and staff manage their tech support cases. A cloud-based IT ticketing system allows support teams to generate a ticket that documents the user’s request or issue, and allows managers to route these tickets to the appropriate team members.

Ticketing systems also automatically generate a detailed service history that makes it easier to troubleshoot issues later. IT staff can look back on previous logs stored in the ticketing system to find out how similar issues were solved in the past and then try those solutions first, helping them resolve issues more quickly.

How does a cloud-based ticketing system work?

First, the cloud-based ticketing system creates a ticket that records the details of the user’s request. Once the ticket is created, IT staff can work on resolving the issue. When the issue has been resolved, the IT staff can notify the user via an update. When the issue has been officially resolved, the IT staff or the user can mark the ticket as closed.

When using SolarWinds MSP Manager, the technician can quickly create a ticket using the Quick Ticket feature. For example, when browsing through a client’s assets, a ticket can be created without having to leave the page. The system can also be configured to automatically create a ticket if a user submits it via email. Additionally, email correspondence between technicians and the user will be captured within the ticket.

What’s the difference between a cloud-based ticketing system and an on-premises ticketing system?

A cloud-based ticketing system is hosted on cloud servers. Data is stored and backed up on cloud servers, and cloud providers take care of maintaining and managing the cloud. Billing options vary, but cloud-based ticketing systems are generally less expensive than on-premises ticketing systems because service providers don’t have to worry about purchasing or maintaining systems.

On-premises ticketing systems are installed on servers owned by you, which may mean that you have more control over security features and updates than with a cloud-based solution. However, on-premises solutions are more expensive due to the associated upfront hardware costs, maintenance, upgrades, licenses, and more.

What are the benefits of having an IT help desk ticketing system?

IT help desk ticketing systems are beneficial to MSPs in three key ways:

1.    Organization: IT help desk ticketing systems help MSPs organize, catalog, and tackle high numbers of tickets. Staff members can handle multiple cases at once because they’re clearly labeled and can be prioritized based on urgency.
2.    Communication: IT help desk ticketing systems move all communications to a single thread, so staff members don’t have to toggle between different channels to get a full picture of the issue. Ticketing systems provide one centralized place in which all communication lives, meaning information won’t get lost among multiple emails or other message threads.
3.    Accessibility: With streamlined communication between your technicians and your users, and improved technician collaboration, tickets can be resolved more quickly.

Resolve issues quickly with a cloud-based IT ticketing system

SolarWinds MSP Manager

  • Easily create tickets and start troubleshooting faster
  • Use time tracking for more accurate billing
  • Take cloud-based IT ticketing offsite with a mobile app