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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: Des Moines Public Schools Uses Web Help Desk to Support 40,000 End-Users

“I recommend Web Help Desk as the product is as good or better than any I have seen or used, and the price is significantly less.”

Challenges

Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- Difficulty supporting increasing ticket volume
- Absence of centralized knowledge management and self-service
Used School Dude prior to purchasing SolarWinds Web Help Desk.

Use Case

40 technicians use Web Help Desk to support up to 40,000 end-users.
Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
- 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
- Intuitive Web-based help desk interface
- Built-in expandable knowledge base

Results

Realized the following benefit and organizational impact as a result of using Web Help Desk:
- 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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