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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


C.R. England Inc. Rates Web Help Desk as the Best Ticket Tracking System

5/5 Stars

How our organization uses SolarWinds Web Help Desk:

We have 4 help desk staff, 4 engineers, and 6 programmers using Web Help Desk for tracking issues for 1700 employees.

Would you recommend SolarWinds Web Help Desk?

Yes. Ticket tracking is important, and out of all the tools I’ve used in the past, Web Help Desk has offered the best ticket tracking system.

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%

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%

Littleton Public Schools Replaces ManageEngine ServiceDesk Plus with Web Help Desk

Littleton Public Schools used ManageEngine ServiceDesk Plus prior to purchasing SolarWinds Web Help Desk.

Case Study: Evangelical Christian Credit Union Replaces HEAT Software with Web Help Desk

“I would recommend Web Help Desk. It is easy to configure and it just works.”

“I can respond to our users from our phone. I don’t have to be onsite to resolve and update issues.”

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Difficulty discovering and managing hardware and software assets
  • Used HEAT Service Management prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 10 technicians use Web Help Desk to support about 190 end-users.
  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Phone app, call notifications when I am not at work.
  • Key use cases of Web Help Desk that led to purchase:
    • Built-in expandable knowledge base
    • Integration with DameWare┬« remote support software
    • Easy to configure.

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Minimized operational and overhead costs
    • Saved technician time and effort with automation
    • Increased help desk productivity and operational efficiency
    • Improved quality of support
    • Improved customer satisfaction
  • ROI benefits and cost savings:
    • Mean time to resolution for help desk and IT support is 80 – 100% faster since deploying Web Help Desk.
    • Saved $20,000 – $50,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk.
  • Rates Web Help Desk as 5 out of 5 stars.

Case Study: King Alfred’s Academy Speeds Up Ticket Resolution Time by Using Web Help Desk

“Web Help Desk gave us the ability to prioritize work, allowed us to manage a history of problems, and allowed us to report on where technicians were spending their time.”

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Lack of monitoring and reporting for tracking ticket status and customer support needs
  • Used No help desk tool prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 15 technicians use Web Help Desk to support up to 400 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

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Reduced time-to-resolution of support tickets
    • Increased help desk productivity and operational efficiency
    • Improved customer satisfaction
  • ROI benefits:
    • Mean time to resolution for help desk and IT support is 80 – 100% faster since deploying Web Help Desk.


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