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TechValidate Research on SolarWinds Help Desk and IT Support

54 Case Studies – Page 1 of 2


Case Study: Computer Services Company (USA) Replaces ServiceNow with Web Help Desk

“Compared to ServiceNow, Web Help Desk made my help desk management and IT support job easier by offering centralized knowledge base management.”

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Absence of centralized knowledge management and self-service
  • Used ServiceNow prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Affordable cost
  • Key use cases of Web Help Desk that led to purchase:
    • Built-in expandable knowledge base
    • Integration with SolarWinds Orion® platform

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Saved technician time and effort with automation
  • ROI benefits and cost savings:
    • Saved up to $10,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk.

Case Study: Chariton Valley Telephone Replaces MantisBT with SolarWinds Web Help Desk

“We use Web Help Desk as a ticketing system, and it has made it easier to track work. It is very handy and helpful tool to have.”

“I’d recommend Web Help Desk as it works well and has great support.”

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
    • Absence of centralized knowledge management and self-service
  • Used MantisBT open source issue tracker prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Ease of use
  • 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
    • Integration with SolarWinds Orion® platform

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Increased help desk productivity and operational efficiency
  • Rates Web Help Desk as 5 out of 5 stars.

AP Gas & Electric Improves Ticket Resolution Time by 40-60% after using Web Help Desk

“Service has generally been strong. Web Help Desk works very well for us.”

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
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
    • Difficulty discovering and managing hardware and software assets
    • Absence of centralized knowledge management and self-service
  • Used no help desk tool prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Ease of use
    • Ease of deployment
    • Ease of configuration
    • Scalability
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing 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
    • Saved technician time and effort with automation
    • Increased help desk productivity and operational efficiency
    • Improved quality of support and customer satisfaction
  • ROI Benefits:
    • Mean time to resolution for help desk and IT support is 40 – 60% faster since deploying 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.

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 Orion® 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.

Verizon Communications Inc. Benefits from Web Help Desk Integration with SolarWinds NPM

“I’d recommend Web Help Desk as it is easy to install, and works well with SolarWinds Network Performance Monitor.”

“We have it, and our users love it.”

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 internal tools for ticket tracking prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of deployment
    • Ease of configuration
    • Scalability
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management
    • IT asset discovery and inventory management
    • Built-in expandable knowledge base
    • Integration with SolarWinds Orion® 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.

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

Central Florida Expressway Authority Replaces everything HelpDesk with Web Help Desk

“Ticket automation and routing, the approval process, internal tickets, and parent/child ticketing have all contributed to greater efficiency.”

“I’d absolutely recommend Web Help Desk. The ability to configure the system without resorting to a Dev team allows us to create a complex, flexible, and personal system. The active online community, as well as the open communication with the product team, is both fun and reassuring because we, as users, are not left outside the process of steering the further development of the product.”

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
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
    • Absence of centralized knowledge management and self-service
  • Used GroupLink everything HelpDesk prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 8 technicians use Web Help Desk to support about 300 users. In addition to ticketing management, we use Web Help Desk for managing daily work orders, periodic tasks, and internal work tracking."
  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • 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:
    • Saved technician time and effort with automation
    • Increased help desk productivity and operational efficiency
    • Improved customer satisfaction
    • Paperwork elimination with the approval process.
  • ROI benefits:
    • Mean time to resolution for help desk and IT support is 40 – 60% faster since deploying Web Help Desk.

Case Study: Scientific Research Organization Replaces BMC Track-It! with Web Help Desk

“Web Help Desk does what we need and more. It works very well with other SolarWinds products.”

“I have used various solutions and this product is very good. I set this product up for my organization.”

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
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
    • Difficulty discovering and managing hardware and software assets
    • An absence of centralized knowledge management and self-service
  • Used BMC Track-It! prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 15 technicians use Web Help Desk to support 160 end-users.
  • Reasons for purchasing Web Help Desk:
    • Ease of use
    • Ease of deployment
    • Ease of configuration
    • Scalability
    • 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
    • IT change management
  • Rates Web Help Desk as 4.5 stars out of 5.

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 and cost savings:
    • Mean time to resolution for help desk and IT support is 60 – 80% faster since deploying Web Help Desk.
    • Saved $50,000 – $100,000 in resources, personnel, maintenance, overhead, and training by using Web Help Desk.

Case Study: Educational Institution (TX, USA) Replaces SchoolDude with Web Help Desk

“Purchased Web Help Desk as it was more configurable to our needs.”

Challenges

  • Used School Dude prior to purchasing SolarWinds Web Help Desk.
  • Looked for a better ticketing system than SchoolDude, and decided to buy SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Ease of use
    • Scalability
  • 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
    • Integration with DameWare® remote support software

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Improved quality of support
    • Improved customer satisfaction
  • ROI benefits:
    • Mean time to resolution for help desk and IT support is 20 – 40% faster since deploying Web Help Desk.

Case Study: Mater Misericordiae University Hospital Replaces Zendesk with Web Help Desk

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
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
    • Absence of centralized knowledge management and self-service
  • Used Zendesk prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Ease of deployment
    • Ease of configuration
    • Scalability
  • 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 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

Case Study: Samsung Electronics Co., Ltd. Replaces Spiceworks with Web Help Desk

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Difficulty supporting increasing ticket volume
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
  • Used Spiceworks prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reason for purchasing Web Help Desk:
    • Scalability
  • Key use cases of Web Help Desk that led to purchase:
    • Built-in expandable knowledge base
    • IT change management

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Increased help desk productivity and operational efficiency
    • Improved quality of support
  • ROI benefits:
    • Mean time to resolution for help desk and IT support is 40 – 60% faster since deploying Web Help Desk.

Case Study: Educational Institution Replaces One or Zero Helpdesk with Web Help Desk

“Our previous solution, One or Zero Helpdesk & Task Management System, was very limited in reporting tools and “bells and whistles,” and didn’t always work. Web Help Desk is an improvement in every feature, including alerts/notifications, enforcement of SLAs, detailed e-mails to techs, and we love the pop-up notifications based on the Report Type selected by clients so we give them answers before they ask the questions."

“I would recommend Web Help Desk to others and I have done so. It is easy to use, easy to customize, and quick to get up and running into production.”

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
    • Previous system was outdated. Not even LDAP support was available.
  • Used One or Zero Helpdesk & Task Management System prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Ease of deployment
    • Ease of configuration
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management
    • Intuitive Web-based help desk interface

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Saved technician time and effort with automation
    • Increased help desk productivity and operational efficiency
    • Improved customer satisfaction

Case Study: NASA Simplifies Ticketing Management with SolarWinds Web Help Desk

“I’d recommend Web Help Desk because it is very user friendly on both the technician and administrative side, and the customers have a clean and elegant interface. It serves our end goal of a pain-free customer interface.”

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
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)

Use Case

  • 20 technicians are using Web Help Desk, and we have process rules set up that will automatically assign tickets in some instances.
  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • 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
    • 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:
    • Minimized operational and overhead costs
    • Increased help desk productivity and operational efficiency
    • Improved quality of support
    • Improved customer satisfaction
  • Rates Web Help Desk as 5 out of 5 stars.

Case Study: US Federal Govt. Replaces BMC Remedy Service Management with Web Help Desk

“I’d recommend Web Help Desk as it is easy to use and configure as a ticketing system.”

Challenges

  • Used BMC Remedy prior to purchasing SolarWinds Web Help Desk.
  • Purchased Web Help Desk to address challenges of cost of license, management and use of BMC Ready.

Use Case

  • 6 sysadmins, 3 network admins, and 50 users use Web Help Desk.
  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Ease of deployment
  • 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
    • IT change management
    • Integration with SolarWinds Orion® platform

Results

  • ROI benefits and cost savings
  • Saved $50,000 – $100,000 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: 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: Educational Institution Replaces CA Service Desk Manager with Web Help Desk

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • We were using another more expensive system so cost was one of the attractions.
  • Used CA Service Desk Manager prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Over 400 technicians and multiple areas outside of IT use Web Help Desk in various ways.
  • Reason for purchasing Web Help Desk:
    • Affordable cost

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
    • Increased help desk productivity and operational efficiency
    • Improved quality of support
    • Improved customer satisfaction

Case Study: OneStream Networks Replaces Spiceworks with SolarWinds Web Help Desk

“After implementing Web Help Desk, it is much easier to organize tickets, research historical ticket data, and run reports. It’s a very good product for the price.”

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Difficulty supporting increasing ticket volume
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
  • Used Spiceworks prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 16 technicians use Web Help Desk as a ticketing system to support 500 end-users.
  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Ease of deployment
  • Key use case 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:
    • Saved technician time and effort with automation
    • Increased help desk productivity and operational efficiency
    • Improved quality of support
    • Improved customer satisfaction

Case Study: Contoured Solutions Replaces Spiceworks with SolarWinds Web Help Desk

“Web Help Desk offers an excellent balance between power and ease of use. It is much easier to adopt which has made my job easier.”

“I’d recommend Web Help Desk because of its ease of use and ease of deployment.”

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
    • Difficulty supporting increasing ticket volume
  • Used Spiceworks prior to purchasing SolarWinds Web Help Desk.

Use Case

  • We are an organization of 300+ users. Web Help Desk is used by both IT and facilities staff.
  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Ease of deployment
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management
    • Intuitive Web-based help desk interface

Results

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

Case Study: Educational Institution (USA) Replaces Zendesk with SolarWinds Web Help Desk

“Entering and updating tickets is made easier using Web Help Desk. Communication between level technicians has improved which has led to expedited ticket closure rates and customer satisfaction.

“Web Help Desk is a user friendly software application that is easy to navigate, easy to learn, and provides the functionality required for help desk support.”

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
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
  • Used Zendesk prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 70 technicians use Web Help Desk to support 5,500 customers
  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Ease of deployment
    • Scalability
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management
    • Built-in expandable knowledge base

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
  • Rates Web Help Desk as 4.5 stars out of 5.

Case Study: Medium Enterprise Govt. Company Replaces ManageEngine SDP with Web Help Desk

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Absence of centralized knowledge management and self-service
  • Used ManageEngine ServiceDesk Plus prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Ease of deployment
  • Key use cases of Web Help Desk that led to purchase:
    • Intuitive Web-based help desk interface
    • Built-in expandable knowledge base

Results

  • Has experienced the following benefits and organizational impact as a result of using Web Help Desk:
    • Increased help desk productivity and operational efficiency
    • Improved quality of support

Case Study: Arthur Lok Jack Graduate School of Business Replaces SysAid with Web Help Desk

“Compared to SysAid, Web Help Desk has made my help desk management and IT support job easier by allowing technicians to review outstanding tasks and complete them in a timely manner.”

“I’d recommend Web Help Desk as the software provides ease of access and standard help desk functions in one place.”

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Difficulty supporting increasing ticket volume
    • Difficulty discovering and managing hardware and software assets
  • Used SysAid prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Have 5 technicians that use Web Help Desk to support 1,500 students.
  • Reasons for purchasing Web Help Desk:
    • Ease of deployment
    • Ease of configuration
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management
    • IT asset discovery and inventory management
    • Built-in expandable knowledge base

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 customer satisfaction
  • ROI benefits and cost savings:
    • Mean time to resolution for help desk and IT support is 40 – 60% faster since deploying Web Help Desk.
    • Saved $10,000 – $20,000 in resources, personnel, maintenance, overhead, and training by using 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.

Case Study: Web Help Desk Integration with DameWare Benefits McDonough District Hospital

“To be able to respond to the client by email, and having all the contact and hardware info assigned to the client in one place makes it so much faster and easier to support—which means resolving the issue faster.”

“I’d recommend Web Help Desk because it works and the price is not bad for what you are getting. You can set up the system how you want to organize the work flow. Linking to DameWare is just so helpful”

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
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
  • Used in-house tool prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Ease of use
    • Ease of deployment
    • Scalability
    • Functionality
  • 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
    • Integration with DameWare® remote support software

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
    • Increased help desk productivity and operational efficiency
    • Improved quality of support
    • Improved customer satisfaction
    • To be able to see the client’s computer and remote right to it helps tremendously
  • ROI benefits:
    • Mean time to resolution for help desk and IT support is 60 – 80% faster since deploying Web Help Desk.

Case Study: Web Help Desk Speeds Up IT Support for San Jose Unified School District

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
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
    • Difficulty discovering and managing hardware and software assets
    • Absence of centralized knowledge management and self-service
  • Used No help desk tool prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 110 technicians use Web Help Desk to support 1,500 end-users.
  • Reasons for purchasing Web Help Desk:
    • Ease of use
    • Ease of deployment
    • Ease of configuration
    • Scalability
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management

Results

  • Has experienced 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 quality of support
    • Improved customer satisfaction
  • ROI benefits:
    • Mean time to resolution* for help desk and IT support is 40 – 60% faster since deploying Web Help Desk.

Case Study: Chaffey College Uses Web Help Desk to Support 5,000 Staff and 22,000 Students

“Web Help Desk is a good product that is easy to set up and start using.”

“It works well and the price point to feature was better then most. The ease of use has been a plus. Setup was easily done in-house.”

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
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
    • Difficulty discovering and managing hardware and software assets
    • Absence of centralized knowledge management and self-service
  • Used in-house access database prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 30 technicians use Web Help Desk to support 5,000 staff members and 22,000 students.
  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Ease of deployment
    • Ease of configuration
    • Scalability
  • 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 benefits and organizational impact as a result of using Web Help Desk:
    • Improved quality of support
    • Improved customer satisfaction
  • Rates Web Help Desk as 4.5 stars out of 5.

Case Study: Wastequip, Inc. Replaces BMC Track-It! with SolarWinds Web Help Desk

“Web Help Desk is easy to set up, simple to learn, and reasonably robust.”

“Created a common System of Record for all needs, replacing fractured/heterogeneous/non-integrated tools, ranging from low-level ticketing systems, to SharePoint, to personal planning tools.”

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
  • Used BMC Track-It! prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Have 20+ technicians that support 600 end-users in 25 locations.
  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Ease of deployment
    • Scalability
  • 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
    • IT change management

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Increased help desk productivity and operational efficiency
    • Improved customer satisfaction
    • Ability to analyze historical ticket trends to direct action towards IT staffing, user training, etc.

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.

Case Study: Kernelsphere Achieves 80-100% Faster Resolution Time After Using Web Help Desk

“Experience is good. Currently using Web Help Desk for one of our clients, and it is very easy to manage.”

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
  • Used No help desk tool prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • 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
    • Built-in expandable knowledge base
    • IT change management
    • Integration with SolarWinds Orion® platform
    • Integration with DameWare® remote support software

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
  • ROI benefits:
    • Mean time to resolution for help desk and IT support is 80 – 100% faster since deploying Web Help Desk.
  • Rates Web Help Desk as 4.5 stars out of 5.

Case Study: Educational Institution (USA) Saves Up To $100,000 After Using Web Help Desk

“Web Help Desk is easy to use and manage. Overall, love the integration with various useful components.”

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

Use Case

  • About 25 technicians use Web Help Desk to track and manage tickets.
  • 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
    • IT change management
    • Integration with SolarWinds Orion® platform
    • Integration with DameWare® remote support software

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • 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 over 100% faster since deploying Web Help Desk.
    • Saved $50,000 – $100,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk.



More Research on SolarWinds Help Desk and IT Support