About Think Help Desk
Think Help Desk is a service management software from SolarWinds that simplifies ticketing and asset management tasks. It provides a customer portal, reporting tools, and ticket management features so organizations can effectively track and resolve issues. The software is designed for ease of use, allowing users to manage service requests efficiently. With functionalities such as customizable ticket categories and automated notifications, it supports both IT and non-IT service desk operations. Key capabilities: customer portal reporting tools ticket management asset tracking automated notifications Best for: IT professionals and support teams that need to manage service requests and track assets effectively.
Think Help Desk is a cloud‑based help desk and ticketing solution designed to help organisations manage support requests, streamline internal workflows, and improve response times with a straightforward online interface. It consolidates incoming customer or internal support enquiries into a central ticketing system where issues can be tracked, prioritised, and routed to the right support person or department automatically, reducing the manual overhead of managing emails and individual requests. The system is built to be easy to use and quick to adopt, which makes it especially appealing for smaller teams or organisations without dedicated IT staff, and many users praise how it simplifies ticket submission and organisation without requiring extensive training. Think Help Desk supports features such as multi‑channel ticket capture from email and web forms, automated routing and escalation based on predefined rules, basic knowledge base functionality to help users help themselves, role‑based access to secure sensitive data, and asset tracking tied to users and tickets for better context.
Pros & Cons
- +Consolidates support across channels for faster and more organised resolution.
- +SLA tools help teams stay accountable to service expectations and standards.
- +Self‑service knowledge base reduces common inquiries and lightens support load.
- +Custom forms ensure tickets capture the right context and details up front.
- +Reporting helps teams track trends and performance for better planning and staffing.
- −Smaller organisations with minimal support needs may find some features more than needed.
- −Teams may require time to set up and fine‑tune workflows and automation rules.
- −Full value of reporting depends on consistent ticket categorisation and use.
- −Advanced features may be tied to paid tiers rather than basic plans.
Features
Key features
- Centralised Ticketing System
- Lets support teams receive, organise, and manage customer requests in one place.
- Multi‑Channel Support Capture
- Collects support inquiries from email, web forms, chat, and other sources into a unified inbox.
- Service Level Agreements (SLA)
- Helps teams define, enforce, and monitor response and resolution time goals.
- Knowledge Base and Self‑Service Portal
- Enables creation of FAQs and help articles so users can find answers without raising a ticket.
- Custom Forms and Fields
- Lets administrators tailor the ticket submission process to capture relevant information for different kinds of issues.
Additional features
- Automated Workflows
- Supports automation of repetitive tasks like assignment, tagging, and escalation based on defined rules.
- Reporting and Analytics
- Offers insights into support performance metrics like ticket volumes, response times, and agent workloads.
- Canned Responses
- Allows teams to store and reuse pre‑written replies for common questions to improve efficiency.
- Role‑Based Access Controls
- Lets organisations assign permissions to users based on roles, protecting sensitive data and limiting access.
- Customer Satisfaction Surveys
- Collects feedback after ticket resolution to help teams gauge support quality and identify improvement areas.
Pricing
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About Think Help Desk
Think Help Desk is a service management software from SolarWinds that simplifies ticketing and asset management tasks. It provides a customer portal, reporting tools, and ticket management features so organizations can effectively track and resolve issues. The software is designed for ease of use, allowing users to manage service requests efficiently. With functionalities such as customizable ticket categories and automated notifications, it supports both IT and non-IT service desk operations. Key capabilities: customer portal reporting tools ticket management asset tracking automated notifications Best for: IT professionals and support teams that need to manage service requests and track assets effectively.
Think Help Desk Details
Think Help Desk's In-App Market Place
Does Think Help Desk have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD (A$), CAD (C$), JPY (¥), CHF (CHF), CNY (¥), INR (₹), MXN (Mex$)
Pros & Cons
- Consolidates support across channels for faster and more organised resolution.
- SLA tools help teams stay accountable to service expectations and standards.
- Self‑service knowledge base reduces common inquiries and lightens support load.
- Custom forms ensure tickets capture the right context and details up front.
- Reporting helps teams track trends and performance for better planning and staffing.
- Smaller organisations with minimal support needs may find some features more than needed.
- Teams may require time to set up and fine‑tune workflows and automation rules.
- Full value of reporting depends on consistent ticket categorisation and use.
- Advanced features may be tied to paid tiers rather than basic plans.
Think Help Desk's Support Options
Email Address
support@thinkhelpdesk.comContact
1-800-555-1234Documentation
https://docs.thinkhelpdesk.comCommunity Forums
https://community.thinkhelpdesk.comThink Help Desk's Alternatives
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