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
- Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
- Absence of centralized knowledge management and self-service
- Used GroupLink everything HelpDesk prior to purchasing SolarWinds Web Help Desk.
Use Case
- 8 technicians use Web Help Desk to support about 300 users. In addition to ticketing management, we use Web Help Desk for managing daily work orders, periodic tasks, and internal work tracking."
- 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
- Intuitive Web-based help desk interface
- Built-in expandable knowledge base
Results
- Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Saved technician time and effort with automation
- Increased help desk productivity and operational efficiency
- Improved customer satisfaction
- Paperwork elimination with the approval process.
- ROI benefits:
- Mean time to resolution for help desk and IT support is 40 – 60% faster since deploying Web Help Desk.
