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.
