Documentation forWeb Help Desk

Define the tech groups

A tech group is a group of similar request types handled by a group of techs. They categorize your technical support personnel based on their skills and knowledge. These groups enable Web Help Desk to expedite tickets to the appropriate personnel based on the request type.

When you receive a help desk ticket, Web Help Desk filters the techs based on the request type, which determines the tech group and tech group level. Next, it looks at the location of the client on the ticket and uses this information to filter out which techs are eligible based on their location group membership.

If you configure a tech group level to auto assign a ticket to a level tech, it will automatically assign the ticket to the correct tech group. Otherwise, it will assign the ticket to the tech group manager.

When you install Web Help Desk, the application includes three default tech groups: General, Network, and System. You can use these tech groups to help you get started, and then create new groups as you plan your tech groups and request types.

All current tech groups display in the Tech Groups screen located at Setup > Techs > Tech Groups, as shown below.

In this screen, you can:

  • Create a tech group
  • Define tech group levels for Orion platform alerts
  • Assign tech group levels
  • Assign supported request types
  • Enable ticket auto-assignment

Tech groups are optional. Small organizations with just a few techs probably don't need to define tech groups. Without tech groups, each ticket is assigned to the lead tech for the ticket's request type.

Create a tech group

  1. In the toolbar, click Setup and select Techs > Tech Groups.
  2. Click New.

    The Tech Group Info page opens.

  3. Enter a name to identify the tech group.

  4. Select the group's manager.

  5. If tickets should be assigned to the manager of the location group associated with the ticket (instead of the tech group manager), select When a Ticket's Location.

    Tickets are assigned to a group manager when auto-assignment is not enabled on the Tech Group Levels tab, or when auto-assignment is enabled but no techs in the group are available.

  6. Click Save.

Define tech group levels for Orion platform alerts

If your Web Help Desk deployment is connected to a SolarWinds Integration connection (such as the SolarWinds Network Performance Monitor) to receive Orion Platform alert tickets, configure a tech group level to receive and process these tickets.

Web Help Desk channels all incoming tickets to a preselected tech level based on their location and department information. Since Orion Platform alert tickets do not include this information, they are channeled to the tech group manager by default.

To ensure all Orion Platform alert tickets are processed correctly, click the Tech Groups Level tab for your selected tech group level and select the Ignore Location and Department check box. When Web Help Desk receives incoming Orion Platform alert tickets from your SolarWinds Integration connection, these tickets will be load balanced between all techs in the selected group level.

Configure tech group levels

Group level options specify how tickets are assigned and which techs are members of that level. At least one level must be configured for each group. Add multiple levels if you want to be able to escalate tickets to more experienced techs.

If you configure multiple levels, all new tickets are initially assigned to techs in Level 1. Techs in higher levels receive tickets only if they are escalated.

  1. Click the Tech Group Levels tab.
  2. Click an existing level to open it, or click Add Level to add a new level.

  3. Specify how Web Help Desk will assign tickets for this level.

    1. Select the type of tech Web Help Desk will assign tickets to.
      NoneTickets are not automatically assigned to individuals, but belong to the group level.
      A Level TechEach ticket is assigned to a tech in this level based on the tech's availability.
      Group Manager or Lead TechAll tickets are assigned to the manager or lead tech, who then reassign them to techs.
    2. If you selected A Level Tech, select the assignment algorithm.
      • Load Balancing assigns each ticket to the tech with the smallest backlog (the lowest number of assigned tickets).
      • Round Robin assigns tickets sequentially to all techs in the level, regardless of the tech's current backlog.

  4. Select the Ignore Location and Department check box only for level groups assigned to receive e-mail notifications for tickets created from SolarWinds Orion Platform alerts.
  5. In the Force E-Mail Notification To row, select who receives email notifications when a ticket is created or updated by the REST API or a SolarWinds alert, or updated by a client. These notifications are sent regardless of the email options selected for each tech account.
  6. In the Default Selected E-Mail Recipients row, specify who is selected by default to receive an email when a tech clicks Save and E-Mail in a customer ticket.
  7. Select the techs assigned to this level.

  8. Click Save.

Assign supported request types

  1. Click the Request Types Supported tab to display the request types assigned to this tech group.

  2. Click Edit to display all request types not assigned to any tech group.

  3. Select one or more Request Types for this group to receive, and click Save.

Repeat the procedures above as needed to assign tech group levels and supported request types to each tech group.

Enable ticket auto-assignment

  1. Log in to the Web Help Desk Admin Console.
  2. Click Setup > Techs > Tech Groups.
  3. In the Group Name column, click a group name.
  4. Click the Tech Group Levels tab.
  5. Click a Level number in the Level column.
  6. In the Auto-Assign Tickets To field, select an option. Click the tooltip for info:
    • Level Tech
    • Group Manager
    • Lead Tech
  7. Click Save.