TechValidate Research on SolarWinds Help Desk and IT Support


Case Study: Chaffey College Uses Web Help Desk to Support 5,000 Staff and 22,000 Students

“Web Help Desk is a good product that is easy to set up and start using.”

“It works well and the price point to feature was better then most. The ease of use has been a plus. Setup was easily done in-house.”

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
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
    • Difficulty discovering and managing hardware and software assets
    • Absence of centralized knowledge management and self-service
  • Used in-house access database prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 30 technicians use Web Help Desk to support 5,000 staff members and 22,000 students.
  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • 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
    • IT asset discovery and inventory 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:
    • Improved quality of support
    • Improved customer satisfaction
  • Rates Web Help Desk as 4.5 stars out of 5.




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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