Menu

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


75% of Educational Institutions Saved Up To $20,000 After Using Web Help Desk

75% of surveyed Educational Institution IT organizations saved $10,000 – $20,000 or more in resources, personnel, maintenance, overhead, and training by using Web Help Desk.

Case Study: The Pennsylvania State University Replaces JIRA with SolarWinds Web Help Desk

“I’d recommend Web Help Desk because it is easy to set up, easy to configure, and easy to use.”

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Difficulty supporting increasing ticket volume
  • Used JIRA prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 25 IT technicians use Web Help Desk to support 4,000 end-users.
  • Reasons for purchasing Web Help Desk:
    • Ease of configuration
  • Key use cases of Web Help Desk that led to purchase:
    • Integration with SolarWinds OrionĀ® platform

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Reduced time-to-resolution of support tickets
    • Saved technician time and effort with automation
    • Increased help desk productivity and operational efficiency
    • Improved quality of support
  • ROI benefits:
    • Mean time to resolution for help desk and IT support is up to 20% faster since deploying Web Help Desk.

Federal Government Organization (USA) Replaces LANDESK with SolarWinds Web Help Desk

A state & local government used LANDESK prior to purchasing SolarWinds Web Help Desk.

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.

Benefits & Organizational Impact of Using Web Help Desk

Please select the benefits and organizational impact you have experienced as a result of using Web Help Desk.

Reduced time-to-resolution of support tickets
43%
Minimized operational and overhead costs
21%
Saved technician time and effort with automation
50%
Increased help desk productivity and operational efficiency
64%
Improved quality of support
58%
Improved customer satisfaction
45%
Other
10%

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%


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