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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 /

Case Study: Kernelsphere Achieves 80-100% Faster Resolution Time After Using Web Help Desk

“Experience is good. Currently using Web Help Desk for one of our clients, and it is very easy to manage.”

Challenges

Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
Used No help desk tool prior to purchasing SolarWinds Web Help Desk.

Use Case

Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
- 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
- Built-in expandable knowledge base
- IT change management
- Integration with SolarWinds Orion® platform
- Integration with DameWare® remote support software

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
ROI benefits:
- Mean time to resolution for help desk and IT support is 80 – 100% faster since deploying Web Help Desk.
Rates Web Help Desk as 4.5 stars out of 5.

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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