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 »



553 Customers Surveyed

4,660 Data Points Collected

47 Published TechFacts

4 Published Charts

54 Published Case Studies



Selected Research Highlights


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%

Case Study: Charles County Public Schools Uses Web Help Desk to Support 5,000 End-Users

“Our previous solution was rudimentary, so much so that everything is better Web Help Desk.”

“I would recommend Web Help Desk as it was easy to set up, and fairly hands-off for the most part after setting it up. All in all, it was a painless process, and continues to be one.”

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
    • Difficulty discovering and managing hardware and software assets
  • Used Internally created tool prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 60 technicians, spread across 40 buildings in a county district setup, support about 5,000 staff
  • Reasons for purchasing Web Help Desk:
    • Ease of use
    • 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
    • IT asset discovery and inventory management
    • Intuitive Web-based help desk interface

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
    • Increased help desk productivity and operational efficiency
  • ROI benefits:
    • Mean time to resolution for help desk and IT support is 40 – 60% faster since deploying Web Help Desk.
  • Rates Web Help Desk as 5 out of 5 stars.

Charles County Public Schools Uses SolarWinds Web Help Desk to Support 5000 Staff

5/5 Stars

How our organization uses SolarWinds Web Help Desk:

We have 60 techs, spread across approximately 40 buildings in a county district setup. We support 5000 staff.

Would you recommend SolarWinds Web Help Desk?

I would, as it was easy to set up, and fairly hands-off for the most part after setting it up. All in all, it was a painless process, and continues to be one.

D’Youville College Benefits from Web Help Desk Integration with SCCM

[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).

Tom Stachowiak, IT/Systems Administrator, D'Youville College - Buffalo

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%

Case Study: Des Moines Public Schools Uses Web Help Desk to Support 40,000 End-Users

“I recommend Web Help Desk as the product is as good or better than any I have seen or used, and the price is significantly less.”

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Difficulty supporting increasing ticket volume
    • Absence of centralized knowledge management and self-service
  • Used School Dude prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 40 technicians use Web Help Desk to support up to 40,000 end-users.
  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Availability as on-premises software
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management
    • IT asset discovery and inventory management
    • Intuitive Web-based help desk interface
    • Built-in expandable knowledge base

Results

  • Realized the following benefit and organizational impact as a result of using Web Help Desk:
    • Improved quality of support


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.

SolarWinds Help Desk and IT Support Website   SolarWinds Website