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.
