SolarWinds

SolarWinds is a trusted IT service management (ITSM) platform used by higher education institutions to manage complex IT infrastructures and helpdesk operations. With LearnWise, your AI assistant connects directly to your SolarWinds instance, bringing historical ticket data and internal FAQs into your support ecosystem.

LearnWise makes it simple to link your SolarWinds system to your helpdesk operations. The integration supports historical learning and real-time ticket creation to drive faster resolution rates.

Setup Process:

1. Connect SolarWinds Instance
   Navigate to your LearnWise Help Desk settings and choose Connect Ticketing System. Select SolarWinds and input your instance URL, API key, and credentials.
2. Define Ticket Import Filters
   Customize import settings to include only resolved tickets, specific categories, or filtered by keywords. This ensures your assistant learns from the most useful past cases.
3. Enable Smart Escalation Options
   Choose escalation options (Email, Phone, Live Chat, External Link) and map LearnWise form fields to SolarWinds ticket fields for seamless case creation.
4. Activate Knowledge Sync
   FAQs and categorized solutions from SolarWinds are indexed weekly by LearnWise and included in the AI’s real-time responses.
5. Train AI with SolarWinds Data
   Within 30–60 minutes of activation, your assistant will begin referencing ticket history and FAQs in support conversations.

LearnWise AI doesn’t just reference static documents—it learns from your real support history. By integrating SolarWinds:

• Close Tickets Faster: Let the AI resolve repeat queries before they become tickets.
• Reduce Support Volume: Smartly answer common questions based on your ticket archive.
• Provide 24/7 IT Help: Offer students and faculty intelligent support even after hours.
• Maintain Data Control: Only include the ticket data you want through custom filters.
• Enhance Human Escalation: Automatically escalate unresolved queries to SolarWinds with pre-filled forms.

Ready to optimize your support operations?
Connect your SolarWinds instance to LearnWise today.