The biggest advantage for SolarWinds Web Help Desk is the user interface. We were able to configure a different UI for administrators, employees, and HODs based on their hierarchy level. The second advantage was we were able to get scheduled reports on daily basis on how tickets have been addressed and their status.

Compared to other tools, it was doing the same functionality. They were using TeamViewer as a ticketing tool, so we replaced it with SolarWinds Web Help Desk, and we also helped them to integrate the ticketing solution with the teams for doing the remote support.

It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the "request" field, that will search the whole body of the ticket so I just put in some search terms of something I think is in the ticket. By doing that, I can usually find the ticket that I'm looking for.

They use Power BI for the reporting.

It is easy to use.

The most valuable feature of this solution is the assets management module. They correlate the assets with the user, and you can see the history of each asset, each transaction, and each feature for every individual user.

The system can automatically create scheduled tasks, for example, maintenance every month or every week, based on tickets.

• User interface
• Ticket management, including assigning techies, workflows, opening & closing of tickets, and the knowledge base
• Asset management
• Ticket dashboards