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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: Contoured Solutions Replaces Spiceworks with SolarWinds Web Help Desk

“Web Help Desk offers an excellent balance between power and ease of use. It is much easier to adopt which has made my job easier.”

“I’d recommend Web Help Desk because of its ease of use and ease of deployment.”

Challenges

Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- Lack of monitoring and reporting for tracking ticket status and customer support needs
- Difficulty supporting increasing ticket volume
Used Spiceworks prior to purchasing SolarWinds Web Help Desk.

Use Case

We are an organization of 300+ users. Web Help Desk is used by both IT and facilities staff.
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:
- Centralized and automated ticketing management
- Intuitive Web-based help desk interface

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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