Original Research on SolarWinds Help Desk and IT Support

Web Help Desk Improves “Mean Time to Resolution” for Help Desk & IT Support

After deploying Web Help Desk, how much has your organization improved its “Mean Time To Resolution” when addressing support issues?

Over 80% faster: 16%

60 - 80% faster: 22%

40 - 60% faster: 34%

20 - 40% faster: 15%

Up to 20% faster: 14%

Customer Facts: Benefits & Organizational Impact of Using DameWare Remote Support Software

What benefits or organizational impact has your organization seen as a result of using DameWare?

Increased ticket capacity and overall technician productivity	44%
Increased end-user satisfaction	54%
Time savings	79%
Saving money on end-user support	33%
Decreased time-to-resolution on trouble tickets	77%
Other	3%

UMES Expands Web Help Desk Usage to Non-IT Functions

4/5 Stars

How our organization uses SolarWinds Web Help Desk:

We currently have 66 help desk responders. We began with IT technicians but have since added Financial Aid, Instructional Technology, ID Card Services and Library personnel. The list keeps growing.

Would you recommend SolarWinds Web Help Desk?

D’Youville College Speeds Up Ticket Resolution Time by 60-80% after using Web Help Desk

“[Before purchasing Web Help Desk,] we did not have any tracking system beyond email. [Web Help Desk has made our help desk management and IT support job easier by providing the] ability to create tickets quickly, and track resolution times, problem users and devices. We like the integration with Microsoft® System Center Configuration Manager (SCCM).”

Challenges

Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- Lack of automation for ticket creation, assignment, routing, and escalation
- Lack of monitoring and reporting for tracking ticket status and customer support needs
- Difficulty supporting increasing ticket volume
Used no help desk tool prior to purchasing SolarWinds Web Help Desk.

Use Case

5 IT technicians use Web Help Desk to support about 550 staff/faculty members and 3,000 students.
Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of deployment
- Ease of configuration
- Availability as on-premises software
Key use cases of Web Help Desk that led to purchase:
- Centralized and automated ticketing management
- Intuitive Web-based help desk interface
- Built-in expandable knowledge base

Results

Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Reduced time-to-resolution of support tickets
- Minimized operational and overhead costs
- Saved technician time and effort with automation
- Improved quality of support
ROI Benefits:
- Mean time to resolution for help desk and IT support is 60 – 80% faster since deploying Web Help Desk.

Central Florida Expressway Authority Uses Web Help Desk for Project & Task Management

5/5 Stars

How our organization uses SolarWinds Web Help Desk:

We have 8 technicians supporting about 300 users. We use Web Help Desk for managing daily work orders, conducting periodic tasks, and providing internal work tracking.

Would you recommend SolarWinds Web Help Desk?

Case Study: Network Embedded Technologies Gains From DameWare & Web Help Desk Integration

“DameWare is very ease to use, and delivers good value for money.”

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Perform Windows administration tasks remotely
- Provide remote support to systems outside the network firewall
- Provide remote Active Directory administration

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode.
Has 10 IT technicians using DameWare to support users and systems in 54 branches.
Integrated DameWare with Web Help Desk for:
- Initiating remote control session from the help desk
- Importing remote session information into help desk tickets
Purchased DameWare because of its ease of deployment, configuration, and use.
Key features of DameWare that helped meet their IT needs:
- Built-in remote administration tools and system utilities for Windows server administration
- Remote Active Directory management

Results

Benefits realized as a result of using DameWare:
- Increased ticket capacity and overall technician productivity
- Improved end-user satisfaction
- Achieved time savings
- Saved money on end-user support

TechValidate Research on SolarWinds Help Desk and IT Support

These pages present data that TechValidate has sourced via direct research with verified customers and users of SolarWinds Help Desk and IT Support. TechValidate stands behind the authenticity of all published data. Learn more »

About TechValidate Research

Selected Research Highlights

Web Help Desk Improves “Mean Time to Resolution” for Help Desk & IT Support

Customer Facts: Benefits & Organizational Impact of Using DameWare Remote Support Software

UMES Expands Web Help Desk Usage to Non-IT Functions

How our organization uses SolarWinds Web Help Desk:

Would you recommend SolarWinds Web Help Desk?

D’Youville College Speeds Up Ticket Resolution Time by 60-80% after using Web Help Desk

Challenges

Use Case

Results

About SolarWinds Web Help Desk

Central Florida Expressway Authority Uses Web Help Desk for Project & Task Management

How our organization uses SolarWinds Web Help Desk:

Would you recommend SolarWinds Web Help Desk?

Case Study: Network Embedded Technologies Gains From DameWare & Web Help Desk Integration

Challenges

Use Case

Results

About DameWare

More to Explore

About SolarWinds Help Desk and IT Support

SolarWinds delivers powerful, affordable, and easy-to-use tools to simplify IT service management from help desk ticketing to desktop support. Lower time-to-resolution of service tickets and improve customer satisfaction.