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).”
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.
5 IT technicians use Web Help Desk to support about 550 staff/faculty members and 3,000 students.
Reasons for purchasing Web Help Desk:
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
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
Mean time to resolution for help desk and IT support is 60 – 80% faster since deploying Web Help Desk.
About SolarWinds Web Help Desk
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.
This data was sourced directly from verified users of SolarWinds Help Desk and IT Support by TechValidate.
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