TechValidate Research on SolarWinds Help Desk and IT Support


Case Study: Web Help Desk Speeds Up IT Support for San Jose Unified School District

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
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
    • Difficulty discovering and managing hardware and software assets
    • Absence of centralized knowledge management and self-service
  • Used No help desk tool prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 110 technicians use Web Help Desk to support 1,500 end-users.
  • Reasons for purchasing Web Help Desk:
    • Ease of use
    • Ease of deployment
    • Ease of configuration
    • Scalability
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management

Results

  • Has experienced the following benefits and organizational impact as a result of using Web Help Desk:
    • Reduced time-to-resolution of support tickets
    • Increased help desk productivity and operational efficiency
    • Improved quality of support
    • Improved customer satisfaction
  • ROI benefits:
    • Mean time to resolution* for help desk and IT support is 40 – 60% 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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