Do one of the following:

• New customers, install Web Help Desk. See Install WHD .

• Existing customers, upgrade Web Help Desk to the latest version. See Upgrade WHD

Create tech accounts and define tech permissions.

Create a tech account for each tech who creates and resolves tickets. See Create the tech accounts

When you are finished, define the tech permissions that determine the actions each tech can perform in the application. See Define your techs

Create tech groups and request types.

If you are managing a large organization, plan and create tech groups and request types to determine how tickets are routed through Web Help Desk and assigned to techs. See Understand request types, tech groups, and ticket assignment

Create client accounts.

Create client accounts for each Web Help Desk user who submits tickets and each tech who submits cases. See Define client accounts.

Configure the ticket options.

Define the rules that apply to all tickets. See Set up your tickets

Optionally, you can create custom ticket fields to track additional information. See Create custom fields for tickets.

Configure incoming and outgoing email accounts.

Configure separate incoming and outgoing email accounts to collect incoming mail for IT tickets and deliver outgoing mail. If you created the email accounts in the Configuration Wizard during the initial setup, you can verify your account information. See Set up your email accounts

Set up ticket submission.

Understand and configure options for submitting tickets. See Options for submitting tickets

Track your corporate assets.

Set up asset management to track the deployment, use, and maintenance of your corporate assets (such as servers, laptops, and monitors). Begin with creating your locations. See Create and manage locations

You can also discover assets using the Discovery Engine (WMI) or Lansweeper, or configure Web Help Desk to discover assets stored in NPM, SAM, or NCM. See Discover assets

Link related tickets.

To track multiple subtasks that are required to complete a larger request, you can link multiple child server requests to one parent ticket. You can also link multiple incidents to one problem ticket to group incidents that have the same root cause. See Link multiple child tickets to a parent ticket

Start using Web Help Desk.

To help you get started with Web Help Desk as a tech, see the following topics in the WHD admin guide:

• Create a ticket
• Search for a Web Help Desk ticket
• View and customize the ticket queue
• Update and resolve tickets

Train the clients.

Customize and provide training material to your clients to help them use WHD.

Beyond getting started.

Find information about other WHD features, and get access to additional resources that will help you move beyond getting started.