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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.




About This Data

This data was sourced directly from verified users of SolarWinds Help Desk and IT Support by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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