Our previous system was very limited...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.
SolarWinds Service Desk is acting as a multiple solution platform for us. We’ve gone from six different platforms to one. It brings our departments much closer together.
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. Now, we can see an exact number of open tickets at any given time. It’s so great, our other non-IT support departments have begun using Web Help Desk to keep them on track and on time.
Every time someone interacts with SolarWinds Service Desk for the first time, they are surprised at how easy it is.
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.
When your company grows in size the problems grow to, keep them in line with SolarWinds Service Desk, a truly easy to use and implement and low learning curvature. Keep records of the most requested issue, verify the ticket status in real time, and all the KPI used in ITIL in order to improve customer satisfaction.