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TechValidate Research on SolarWinds Help Desk and IT Support

TechValidate Customer Research Library / SolarWinds / SolarWinds Help Desk and IT Support / Case Studies /

Verizon Communications Inc. Benefits from Web Help Desk Integration with SolarWinds NPM

“I’d recommend Web Help Desk as it is easy to install, and works well with SolarWinds Network Performance Monitor.”

“We have it, and our users love it.”

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 internal tools for ticket tracking prior to purchasing SolarWinds Web Help Desk.

Use Case

Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of deployment
- Ease of configuration
- Scalability
Key use cases of Web Help Desk that led to purchase:
- Centralized and automated ticketing management
- IT asset discovery and inventory management
- Built-in expandable knowledge base
- Integration with SolarWinds Orion® 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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