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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: Educational Institution (TX, USA) Replaces SchoolDude with Web Help Desk

“Purchased Web Help Desk as it was more configurable to our needs.”

Challenges

Used School Dude prior to purchasing SolarWinds Web Help Desk.
Looked for a better ticketing system than SchoolDude, and decided to buy SolarWinds Web Help Desk.

Use Case

Reasons for purchasing Web Help Desk:
- Ease of use
- 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
- Integration with DameWare® remote support software

Results

Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Improved quality of support
- Improved customer satisfaction
ROI benefits:
- Mean time to resolution for help desk and IT support is 20 – 40% faster since deploying Web Help Desk.

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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