Does SolarWinds Support use Web Help Desk?
If not, then why don't they?
We do use WHD internally, but more on the IT side, than on the customer support side. If you open a support ticket with SolarWinds, it is not via WHD.
If something breaks on my laptop, I create WHD ticket and our IT department reaches out to me.
IT team also uses DameWare internally and customer support would for example send you a link to a Serv-U MFT server asking you to upload your logs there.
We do have oriondemo.solarwinds.com - salestool used to demo our products to new prospects. This is a public set of orion servers, being monitored by NPM, SAM, VMan, SRM, WPM.
Milan
I do not believe so. This question was asked a few years ago and the answer was they are using an in house solution tied to some other internal systems.
The original company that built the software MACS Design did.
Thanks for the input.
I'm hoping a SolarWinds staff member can weigh in.
I dont think so solarwinds support use web help desk.web help desk is easily and affordable to use IT hep desk.
I'll echo what Milan said. From an internal users perspective, I log requests via WHD. Support uses a tool that is more inline with software development, so they can communicate with the developers as needed. WHD is a general help desk solution, rather than being optimized for software improvement/bug fixes.
When I was on the phone with support, the rep was complaining about moving over to salesforce for CRM.
haha Hard to blame him. CRM solutions can be a bit of a bear. But I've used Siebel, which is way worse.
But WHD isn't CRM.
