Documentation forSolarWinds Service Desk

Go Live Email Templates

Overview

The following email templates are provided to assist you in easily updating your organization of the upcoming changes to your IT Helpdesk and Asset Management systems.

Service Desk Announcement with Service Portal

Subject – Introducing your New Service Desk! (or anything you’d like)

Hi {REQUESTER},

We’re excited to announce that we are rolling out a new IT Service Desk that will help you communicate with your IT team with greater ease.

In addition to improved communication, you will have access to a new and improved Service Portal. This will enable you to:

  • Submit new tickets
  • View your current and previous requests
  • Request specific services**
  • Find answers to your questions via the Knowledge Base**

(**For the above two items, this will depend on when you would like to roll these out).

Please mark your calendars for all that is to come, as your new SolarWinds Service Desk will be live as of {DATE}! In the meantime, you will receive an invitation from our new SolarWinds Service Desk, to create your password to access the Service Portal.**

(**Users will not receive a password if using SSO, please omit this from your email if you are using SSO).

If you have questions, please do not hesitate to contact {INTERNAL TECHNICIAN NAME}.

Service Desk Announcement without Service Portal

Subject – Introducing your New SolarWinds Service Desk! (or anything you’d like)

“Hi {REQUESTER},

We’re excited to announce that we are rolling out a new IT Service Desk that will help you communicate with your IT team more easily.

You can submit a help desk ticket by sending an email to {SOLARWINDS SERVICE DESK DROPBOX EMAIL} or any other email forwarding to that address.

Please mark your calendars for all that is to come, as your new SolarWinds Service Desk will be live as of {DATE}!

If you have questions, please do not hesitate to contact {INTERNAL TECHNICIAN NAME}.”

Asset Management Announcement

Subject – Introducing our new Asset Management! (can be changed or added to your Service Desk announcement)

“We are rolling out SolarWinds Service Desk, an IT inventory management system, to help track the computers within our inventory. This agent is being used to improve global visibility of the assets in our fleet. You do not need to do anything: there is a very small client that has been installed and sits in the background of your machine, waking up once every 24 hours of run time. This will not interfere with any aspect of your day-to-day work!

Please do not uninstall the SolarWinds client! Should you have any questions, please direct those to {INTERNAL TECHNICIAN NAME}”.