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.)
- Absence of centralized knowledge management and self-service
- Used Altiris Helpdesk from Symantec prior to purchasing SolarWinds Web Help Desk.
Use Case
- 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
- Intuitive Web-based help desk interface
- Built-in expandable knowledge base
- Integration with SolarWinds Orion® platform
- Applications of Web Help Desk in customer environment:
- Merging and assigning Parent-Child relations available in Web Help Desk.
- Ticket filtering was not available for us in our last help desk. Viewing ticket updates much easier with Web Help Desk.
- Communication to the end-user using help desk is much easier.
- Our last help desk had no function to email and log information within a ticket. We had to use a separate email to communicate updates to the end-user.
- Web Help Desk reports allow for me to monitor and evaluate the help desk administrators’ performance.
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
- Improved customer satisfaction
*ROI benefits: - Mean time to resolution for help desk and IT support is over 100% faster since deploying Web Help Desk.
- Rates Web Help Desk as 5 out of 5 stars.
