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No matter what other technology you have in place, your help desk is usually the most frequent customer contact point. A good help desk experience makes a positive impression on your customers and can have a direct impact on your bottom line. We’ll discuss when a standalone implementation is appropriate, and when integration with an RMM solution is needed. Plus, we’ll discuss how to know when a help desk solution will suit your needs – and when you might need a full PSA – and the tradeoffs for each. We’ll also do a demo of Help Desk Manager from N-able and answer all of your questions about HDM and N-central®.
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Help Desk & Ticketing:Part of Every Successful MSP Business
© 2014 N-able Technologies, Inc. All rights reserved.
Karen RecoskieProduct Manager
Webinar FAQ
© 2014 N-able Technologies, Inc. All rights reserved.
• Time expectations: 40 minutes + Q&A• Questions can be added anytime• Slides will be posted this week
Phone: 1-888-200-4200Access Code: 14152951
Agenda• Why is the help desk so important?
• What is Help Desk Manager?
• HDM or PSA?
• Use Cases & Demo
• Q&A
© 2014 N-able Technologies, Inc. All rights reserved.
Why Your Help Desk is VitalFor many end customers, the help desk is the most common touch point with your services
Make a good first impression Resolve problems faster and minimize business impact (for you and them) Spot trends and identify opportunities A good interaction point for expanding the relationship Help desks handle tickets for any department fielding
requests – HR, facilities, and more
© 2014 N-able Technologies, Inc. All rights reserved.
Help Desk Manager FeaturesHelp Desk Manager is a scalable, powerful,
web-based IT ticketing solution.
• E-mail to ticket to e-mail support• Customer portals• Issue/problem/request ITIL alignment• Automatic ticket assignment based on issue type, • available technicians and escalation level• Time and material billing• Integrated knowledge base system• Integrated survey engine• Drag-n-drop dashboards with drill-down
© 2014 N-able Technologies, Inc. All rights reserved.
Help Desk Manager® and N-central
Help Desk Manager is fully integrated with N-central and this combination provides:• Asset synchronization• Ticket generation – manual and/or automatic• Customer export and mapping• HDM ticket views in N-central by device
© 2014 N-able Technologies, Inc. All rights reserved.
A little background…Help Desk Manager is an MSP-optimized version of the award-winning, industry recognized SolarWinds® Web Help Desk®
SolarWinds Web Help Desk has an established customer base including companies such as:• Apple®• Disney®• NASA™• US Government Departments (multiple)• Many more…
© 2014 N-able Technologies, Inc. All rights reserved.
Testimonials“The software is insanely good. Great design and full-featured, worth every cent. If you are serious about your business and ticket tracking, use Web Help Desk.”Geof BowieThink Fixed, Inc.
“We evaluated several products to manage our customer requests. Despite being a fraction of the cost of other solutions, Web Help Desk is a really effective product that is easy to manage and implement. It provides many powerful features that are benefiting our company.”Dino Kotenoglou – Director of DSSMartha Stewart Living® Omnimedia, Inc.
See more at http://www.webhelpdesk.com/testimonials/
© 2014 N-able Technologies, Inc. All rights reserved.
Help Desk Manager or PSA?HDM PSA
Help Desk/Ticketing
CRM
Service Level Management
Billing
Time and Expenses
Reporting and Dashboards
Tech Routing and Scheduling
Parts and Assets Inventory
Outsource Management
Project Management
Contracts
Knowledge Base
Integrated Surveys
© 2014 N-able Technologies, Inc. All rights reserved.
Sample Use CasesStandalone Help Desk Manager
• Small MSP with approximately 50 customers• PSA solution is attractive, but offers more functionality and
complexity than needed• Help Desk Manager is an affordable solution providing quick ROI• As scope of services grows, will purchase and integrate N-central
Help Desk Manager integrated with N-central• Large MSP with hundreds of customers• Maintains a high volume support department with multiple groups
of specialized technicians• Highly leverages automated routing and escalation• HDM helps increase SLA compliance
© 2014 N-able Technologies, Inc. All rights reserved.
Demo
© 2014 N-able Technologies, Inc. All rights reserved.
Any Questions?
© 2014 N-able Technologies, Inc. All rights reserved.
Help Desk Manager Notes• Help Desk Manager can be run stand-alone or integrated with
N-central 9.4 & above
• Help Desk Manager is available now. Start a free 30-day trial at N-able.com.
• Supported Environments• Available for Windows® and Linux®• Underlying database support: PostgreSQL™ (embedded),
SQL Server® and MySQL®
© 2014 N-able Technologies, Inc. All rights reserved.
Thank You for Attending
• Questions? [email protected]• Sign up for a free trial of N-central or Help
Desk Manager at N-able.com• Visit our blog at blogs.n-able.com• After the webcast – these slides & the
webcast will be available on SlideShare – www.slideshare.net/N-ableSlides
© 2014 N-able Technologies, Inc. All rights reserved.© 2014 N-able Technologies, Inc. All rights reserved.
Legal Information
The N-ABLE TECHNOLOGIES and N-CENTRAL marks are the exclusive property of N-able Technologies, Inc. and its affiliates, are registered with the U.S. Patent and Trademark Office and the Canadian Intellectual Property Office, and may be registered or pending registration in other countries. All other N-able trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States, Canada, or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or registered trademarks of their respective companies.
© 2014 N-able Technologies, Inc. All rights reserved.© 2014 N-able Technologies, Inc. All rights reserved.
