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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: OneStream Networks Replaces Spiceworks with SolarWinds Web Help Desk

“After implementing Web Help Desk, it is much easier to organize tickets, research historical ticket data, and run reports. It’s a very good product for the price.”

Challenges

Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- Difficulty supporting increasing ticket volume
- Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
Used Spiceworks prior to purchasing SolarWinds Web Help Desk.

Use Case

16 technicians use Web Help Desk as a ticketing system to support 500 end-users.
Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
- Ease of deployment
Key use case of Web Help Desk that led to purchase:
- Centralized and automated ticketing management

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 quality of support
- Improved customer satisfaction

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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