Spread the Word

      1. What was life like before using SolarWinds? (Include what you were using and why you decided it was time for a change)

We were using complex spreadsheets (Excel and Drive) to track our changes.  When I joined the team, I had experience with Web Help Desk from a previous position and I began to think about how we used the product there, and how it could be translated into a project management system.  Luckily, it had a number of features my coworkers desired and I was able to sell them on the product.  We are in the early stages of implementation now and have had overwhelmingly positive feedback.

       2. Which SolarWinds product(s) saved your bacon?

Web Help Desk

       3. Did you consider other options, and why did you choose SolarWinds?

I didn't consider any other options because I was familiar with Web Help Desk and had positive experiences with it.

      4. How has life been since you've rolled out SolarWinds in your environment?

So far so good!  In my previous position, implementing Web Help Desk caused an entirely new philosophy in the way we approached client relations.  Other than transitional roadbumps, user frustration went down, and our response times went up.  Now that I am rolling this product out as a project management system, I like the flexibility of the core components, however I wish there was more flexibility in terms of branding.  Although the system was intended for help desk tickets, it's tools can be utilized in other ways and customizing some of the user facing terminology would help us avoid confusion.  Overall, I'm happy with Web Help Desk and would recommend it to anyone!  I'd be surprised if the product didn't offer process improvement in at least one way!