TechValidate Research on SolarWinds Help Desk and IT Support


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 OrionĀ® 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.




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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