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SolarWinds adds to help desk options

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SolarWinds has launched a relatively low-cost IT help desk package.

SolarWinds Web Help Desk combines a ticketing system (with automatic email to ticket conversion), performance dashboards, automation (eg, reassignment of tickets, reprioritisation), SLA alerts, performance reporting, change management, and a knowledge base.

In addition to desktop use, the web interface is designed to work with WebKit-based mobile browsers including those on Windows Mobile, BlackBerry and iOS.

There's also an iPhone app (Web Help Desk Mobile http://itunes.apple.com/au/app/web-help-desk-mobile/id385247187?mt=8 ) that handles push notifications of new and updated tickets so technicians do not need to keep checking for them.
"SolarWinds Web Help Desk will serve a critical need for IT professionals tasked with managing their companies' IT services. There are very few products in this market that offer our unique value proposition: designed specifically for IT teams, with a rich and powerful feature set, great user experience, and a price far below that of the competition," said Kevin Thompson, SolarWinds' President and CEO.

"The addition of web-based help desk software to our product portfolio is a response to the needs of the IT community and consistent with our strategy to expand the number of problems we solve for IT pros."

SolarWinds Web Help Desk is available immediately. Prices are based on the number of technician log-ins, and start at $US495 including maintenance for the first year.

A 30-day free trial is available.

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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences, a PhD in Industrial and Business Studies, and is a senior member of the Australian Computer Society.

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