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
- Difficulty discovering and managing hardware and software assets
- Used Internally created tool prior to purchasing SolarWinds Web Help Desk.
Use Case
- 60 technicians, spread across 40 buildings in a county district setup, support about 5,000 staff
- Reasons for purchasing Web Help Desk:
- Ease of use
- 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
- IT asset discovery and inventory management
- Intuitive Web-based help desk interface
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
- Increased help desk productivity and operational efficiency
- ROI benefits:
- Mean time to resolution for help desk and IT support is 40 – 60% faster since deploying Web Help Desk.
- Rates Web Help Desk as 5 out of 5 stars.
