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
- Used BMC Track-It! prior to purchasing SolarWinds Web Help Desk.
Use Case
- Have 20+ technicians that support 600 end-users in 25 locations.
- 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
- IT asset discovery and inventory management
- Intuitive Web-based help desk interface
- IT change management
Results
- Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Increased help desk productivity and operational efficiency
- Improved customer satisfaction
- Ability to analyze historical ticket trends to direct action towards IT staffing, user training, etc.
