SolarWinds Web Help Desk Customer Statistic
71% of surveyed IT organizations saved $10,000 – $20,000 or more in resources, personnel, maintenance, overhead, and training by using Web Help Desk.
SolarWinds DameWare Customer Testimonial
As we continue to get more and more remote sites DameWare makes our job much easier. We can connect to user PCs without any hassle. If the machine is new the files are pushed and boom you’re in in a matter of moments. Just a great tool and would recommend it to IT departments of all sizes.
— Eric Helton, IT Manager, Galls
SolarWinds DameWare Customer Testimonial
I am the primary IT support at a small rural critical access hospital which includes 5 satellite clinics within 45-mile radius. DameWare enables me to troubleshoot and resolve issues that previously would require a 15 to 30-minute drive in some instances.
— David Rogers, IT Director, Quitman County Hospital
SolarWinds DameWare Customer Testimonial
With DameWare, we are able to remotely access user computers and troubleshoot technical issues with our domain accounts, while the user is logged in. This gives us a better picture of the issues that the user is seeing.
— IT/Systems Administrator, Medium Enterprise Energy & Utilities Company
SolarWinds Web Help Desk Customer Testimonial
Web Help Desk’s abilities surrounding ticket automation and routing, the approval process, internal tickets, and parent/child ticketing, have all contributed to greater efficiencies.
— Ryan Calhoun, Help Desk Technician, Central Florida Expressway Authority
SolarWinds Web Help Desk Customer Testimonial
Our previous system was very limited in reporting tools and ‘bells and whistles.’ In addition, it didn’t always work. Web Help Desk is an improvement in every feature when compared to our previous system, including alerts/notifications, enforcement of SLAs, detailed emails to techs, and we love the pop-up notifications based on the Report Type selected by clients. This alone helps improve support because we can give end users answers before they even ask the questions.
— Help Desk Manager, Educational Institution
SolarWinds Web Help Desk Customer Testimonial
Prior to using of SolarWinds Web Help Desk, we would only use email to receive support requests. Almost all the time requests would get lost in the clutter of our email. Now, we can see an exact number of open tickets at any given time. It’s so great, our other non-IT support departments ( ie. QA, Case Updates, HR) have begun using Web Help Desk to keep them on track and on time.
— IT/Systems Administrator, Non Profit
SolarWinds Web Help Desk Customer Testimonial
[Having the ability] to respond to the client by email and with all the contact information and hardware assigned to the user\client in one place makes it so much faster and easier to provide support which means resolving the issue faster.
— Glenn Alderson, Security Analyst, McDonough District Hospital
[Before purchasing Web Help Desk,] we did not have any tracking system beyond email. [Web Help Desk has made our help desk management and IT support job easier by providing the] ability to create tickets quickly, and track resolution times, problem users and devices. We like the integration with Microsoft® System Center Configuration Manager (SCCM).
— Tom Stachowiak, IT/Systems Administrator, D'Youville College - Buffalo
Automation makes my technicians argue less; so, I feel I don’t have to babysit as much. Additionally, the automated reports emailed to me every morning takes several report running tasks out of the way every day.
— Jourdan Leach, Help Desk Manager, C.R. England, Inc.
We are able to resolve tickets in a timelier manner and our customer satisfaction scores are improving. Staff is documenting more information and we are creating self-help pages as a result.
— Scott Chille, Chief Information Officer, corvallis-clinic.com
5/5 Stars
We have 13 technicians using Web Help Desk to track all IT related projects and problems.
I would recommend Web Help Desk because it is cost-effective, easy to use, solid, and easy to implement.
ROI Benefits & Cost Savings:
• Mean time to resolution for help desk and IT support is over 100% faster since deploying Web Help Desk
• Saved over $100,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk
5/5 Stars
We have 4 help desk staff, 4 engineers, and 6 programmers using Web Help Desk for tracking issues for 1700 employees.
Yes. Ticket tracking is important, and out of all the tools I’ve used in the past, Web Help Desk has offered the best ticket tracking system.
5/5 Stars
20 technicians are using the system. We have process rules set up that will automatically assign tickets in some instances.
Yes, because it is very user friendly on both the technician and administrative side, and the customers have a clean and elegant interface. It serves our end goal of a pain-free customer interface.
5/5 Stars
We have 60 techs, spread across approximately 40 buildings in a county district setup. We support 5000 staff.
I would, as it was easy to set up, and fairly hands-off for the most part after setting it up. All in all, it was a painless process, and continues to be one.
5/5 Stars
We have two instances of Web Help Desk – one in our student support area (one full-time staff, 8 student staff), and one in our faculty/staff support area (one full-time manager, 12 student staff). Students can submit their own tickets online, faculty/staff cannot. We have approximately 1500 students and 450 staff on campus.
I would recommend Web Help Desk to others and I have done so. It is easy to use, easy to customize, and quick to get up and running into production.
5/5 Stars
We have 8 active technicians who use Web Help Desk to offer help desk support to our end-users. Our end-users are composed of internal employees requiring assistance with Active Directory and other services. We use it for logging any changes made to our company servers and active directory for auditing purposes.
Absolutely. We are more than satisfied with our decision to purchase Web Help Desk. It has every feature that we require in our particular environment. It is simple to use, fully customizable, and integrates with several other SolarWinds products. Obtaining technical support from SolarWinds is also easy and extremely fast. This product is receiving regular updates and continues to grow and improve over time.
5/5 Stars
We have 8 technicians supporting about 300 users. We use Web Help Desk for managing daily work orders, conducting periodic tasks, and providing internal work tracking.
Absolutely. The ability to configure the system without resorting to a Dev team allows users to create a complex, flexible, and personal system. The active online community as well as the open communication with the product team is both fun and reassuring because we, as users, are not left outside the process of steering the further development of the product.
4/5 Stars
We currently have 66 help desk responders. We began with IT technicians but have since added Financial Aid, Instructional Technology, ID Card Services and Library personnel. The list keeps growing.
Yes. It has improved communication and collaboration between our PC, Server, and Network teams.
Cory Stump, a Help Desk Manager at Missouri Basin Well Service Inc. is very likely to recommend SolarWinds Web Help Desk for the following reason:
In addition to using Help Desk for IT, we have been able to use Web Help Desk as a purchase order (PO) management system for our company. By thinking outside of the IT box, it is able to truly be multi-functional.
Based on a response of 10 to the question “On a scale of 0-10, how likely would you be to recommend SolarWinds Web Help Desk?”