SolarWinds Help Desk will help you streamline your support
December 07, 2018

SolarWinds Help Desk will help you streamline your support

Eric Krueger | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with SolarWinds Web Help Desk

We have been using SolarWinds Web Help Desk across our whole organization to better support our core end-user base. By implementing this product we have created a more efficient ticketing system to meet current SLAs for our company. Since its implementation, our goals have been met more often and our end users are happier with the level of support received. Customized reporting has allowed us to track all metrics and make our service better overall.
  • Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
  • Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
  • Overall metrics allow us to staff properly for our tickets by location and remote users.
  • Some of the initial setup could use better instruction.
  • Customization will grow with experience with the product. Fortunately, there are good forums and support to help with this.
  • Reporting is the same but we have found great help from the vendor and other resources on the web to get our reporting where we want it.
  • Overall we have become more efficient using this tool and our ROI for implementing this has been great. By having a service tool that can manage inventory, tickets, as well as change management just to name a few, our company is better off in our support.
  • The core business community has seen quicker responses to tickets through use of the ticketing tool. Business continuity has had less disruptions as we are better able to anticipate or respond to issues.
  • Finance has been happier with our ability to do cost analysis by using the various tools in SolarWinds help desk.
SolarWinds Help Desk's overall package of tools is superior in our opinion to the other Help Desk products we have evaluated and tried in the past. We selected SolarWinds because the overall ROI was greater and the efficiencies that we could implement immediately made more sense. From a product standpoint, the time from startup to utilization was quicker with less learning curve needed for our staff. End users responded better to the tool and were happier with how tickets were handled. Management was also happier with the types of reporting functions that could allow them to see these efficiencies better.
One of the main issues for us is tracking overdue tickets and how they can be better resolved. Missed SLA's are also better tracked to show our team how to avoid this by giving better support or passing along to another level if needed. The reporting mechanism allows us to change on the fly to see where we are lacking support and where we may have too many resources staffed. By utilizing these reports we can move resources around to have better coverage.

SolarWinds Web Help Desk (WHD) Feature Ratings

Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
10