TechValidate Research on SolarWinds Help Desk and IT Support


Case Study: Medium Enterprise Govt. Company Replaces ManageEngine SDP with Web Help Desk

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Absence of centralized knowledge management and self-service
  • Used ManageEngine ServiceDesk Plus prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Ease of deployment
  • Key use cases of Web Help Desk that led to purchase:
    • Intuitive Web-based help desk interface
    • Built-in expandable knowledge base

Results

  • Has experienced the following benefits and organizational impact as a result of using Web Help Desk:
    • Increased help desk productivity and operational efficiency
    • Improved quality of support




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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