Improved service requests and network monitoring have increased efficiency but integration needs work
What is our primary use case?
SolarWinds Service Desk is used for ITSM and network monitoring purposes.
The major use cases being utilized are from Kaseya itself; the same use cases that were previously implemented are being replicated. New use cases are not being pursued at this point in time because the first priority is migration, and during this active migration period, the goal is to provide as-is service to customers. The focus is first on maintaining as-is service, and then exploitation and expansion will be explored.
SolarWinds Service Desk has service request management capabilities; previously, Kaseya was used for this function, and the switch has now been made to SolarWinds Service Desk.
Currently, there are discussions taking place with some customers regarding asset management capabilities in SolarWinds Service Desk, and work is being done on this feature as it will definitely be utilized.
What is most valuable?
SolarWinds Service Desk is a recognized product across the world and a dependable product. Kaseya is somewhat dated, and SolarWinds Service Desk has better connectivity in terms of superior integration facilities compared to Kaseya. Additionally, SolarWinds Service Desk offers multiple options within the same tool, including ITSM as well as NOC and network monitoring capabilities.
SolarWinds Service Desk has much greater acceptability in the market and a wide range of implementations and integrations with various tools and applications. Life becomes simpler when choosing a standard product, whereas Kaseya may not be as highly regarded in the market. SolarWinds Service Desk may have some flaws, but work is being done to address them.
SolarWinds Service Desk is an affordable product.
SolarWinds Service Desk is suitable for all customers ranging from small to enterprise. There are some small customers, and the primary usage is within the company itself, and then as customers require it, access can be provided to them.
What needs improvement?
The primary concern so far is the integration part because of the APIs; this is the main area of concern.
Currently, the installation of SolarWinds Service Desk is simple, but the integration may be somewhat complex because some of the tools being used may not have direct APIs. For some tools, basic email to alert or email to ticketing options are being used. However, if API integration is available, implementation would be simpler.
For how long have I used the solution?
SolarWinds Service Desk was just implemented one month ago, and the entire platform is still being understood.
What do I think about the stability of the solution?
For any new product, there will be some glitches in the beginning and some issues, but otherwise, the product is functioning well. When encountering any new product, there will be some minor basics that might be forgotten, such as configuration or parameters, but this stage has been passed, and the product is functioning well currently.
What do I think about the scalability of the solution?
SolarWinds Service Desk is currently found to be scalable.
How are customer service and support?
A different team interacts with technical support from SolarWinds, and they handle the support interactions. Tickets can be raised with SolarWinds Service Desk support, and they are able to provide assistance. The specific data regarding support interactions is not available at this moment because it was not checked with team members.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
SeciON is still being used, and Kaseya is no longer being used. A different product has replaced Kaseya, while SeciON remains in place.
How was the initial setup?
The transition has just been completed, and many other things are being checked regarding the reporting and analytics part compared to Kaseya. An analysis of individual features of Kaseya versus SolarWinds Service Desk has not yet been completed.
What about the implementation team?
SolarWinds Service Desk is being used both as a customer and as a partner, integrator, and reseller.
The product is also being sold to clients.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Provides superior visibility and efficiency with excellent analytics capabilities
What is our primary use case?
Instead of Traverse, we are now using SolarWinds Hybrid Cloud Observability, as we have replaced Kaseya Traverse with that. I recommend it to my customers.
We are now dealing with SolarWinds Service Desk also, in addition to SolarWinds Hybrid Cloud Observability.
Currently, in-house, we were using Kaseya Vorex, which is a professional service automation platform, and we had now planned to replace that with SolarWinds Service Desk, even in-house. For clients, we have already rolled out SolarWinds Service Desk, and we are also planning to migrate to it internally.
What is most valuable?
What I appreciate the most about the product is that, as per the name given, it brings better visibility to the client in terms of their infrastructure, application, and performance.
SolarWinds Service Desk is a quite matured product now, making it one of the best options on the market.
The incident management feature is aligned to the ITIL framework.
The asset management feature is also a very thoughtful framework they have implemented. Right from onboarding an asset till scrapping it, the complete lifecycle is cleanly maintained within the system itself. All the approval chains, their logs, and even the contract information have been made very easy for the users to maintain.
The knowledge base feature is an out-of-the-box knowledge base, and additionally, we can integrate our own DMS. Machine learning is something that they have been following, and we can integrate an external DMS with that, which helps in searching SOPs and even the global knowledge base over the internet, allowing it to be searched within the same single window itself.
Change management in SolarWinds Service Desk is linked with the service catalog, and since it also has a service portal, a self-service portal for users, introducing a service catalog that's integrated with the change management actually completes the flow and makes life easier for IT administrators.
What needs improvement?
The industry standard practices that this product is already certified for show that there will always be room for improvement since it is a service-led product, so we'll keep on giving feedback wherever there is an improvement needed.
The only additional features I would like to see in the future, to make it closer to perfection, are intelligent features that are currently being developed on the cloud platform and not on the on-premise model.
For how long have I used the solution?
I have been dealing with Hybrid Cloud Observability by SolarWinds for almost two years now.
What was my experience with deployment of the solution?
The initial setup of SolarWinds Service Desk is very easy, as it is not complex, and a major part of the things are already in place, so it doesn't take much time to set up and get onboard.
What do I think about the stability of the solution?
The product has been stable overall, as I do not have many issues. We have been serving more than 50 clients now, and as of today, we have onboarded or migrated to the SolarWinds platform, and it is going well, meaning we are expanding further.
What do I think about the scalability of the solution?
It is scalable, and being a managed service, we thought of scaling, so it has to be a scalable product in our case as well.
How are customer service and support?
I have not experienced the technical support by SolarWinds yet because we have our own team already built for maintaining, managing, and supporting these kinds of products.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
Before choosing SolarWinds Service Desk, my customers evaluated other options, as we had spent a lot of time with Kaseya Vorex. We were also exploring Datto, which is another company that they had acquired, but the response was very poor. For that reason, we then tried ServiceNow and Symphony, but we found that SolarWinds Service Desk is best suited to our business model as a managed service, which is why we moved ahead with that.
How was the initial setup?
The initial setup of SolarWinds Service Desk is very easy, as it is not complex, and a major part of the things are already in place, so it doesn't take much time to set up and get onboard.
What about the implementation team?
We have not experienced technical support by SolarWinds yet because we have our own team already built for maintaining, managing, and supporting these kinds of products.
What other advice do I have?
I think the pricing of SolarWinds Hybrid Cloud Observability is now comparative and suited to our business model, which is the reason we have moved to that.
It has actually helped my customers' technicians to improvise upon their efficiency, and since it has an out-of-the-box knowledge base as well, that has helped a lot in managing and resolving service requests and incidents.
In leveraging the analytics and reporting capabilities, I find that it is excellent, as we have experienced. By default, they provide the widgets with all the major KPIs that are required to look at the service experience.
On a scale of one to ten, I rate SolarWinds Service Desk a nine.
One of the best Ticketing System outt here
What do you like best about the product?
This platform is very easy to use.
This is also great for reporting.
I like the fact that it shows the Ticket priority unlike other ticketing systems we have used before
What do you dislike about the product?
I don't have anything I dislike about SolarWinds Service Desk
What problems is the product solving and how is that benefiting you?
It helps to streamline service helpdesk tickets and incident resolution is one platform
SolarWinds ITSM Portal
What do you like best about the product?
SolarWinds Service Desk fulfils the very core need of an ITSM portal by providing rich, interactive Portal for both User and Admin sides. `
What do you dislike about the product?
The ITSM portal takes some time to load the entire page, which sometimes feels sluggish and affects user experience.
What problems is the product solving and how is that benefiting you?
IT provides automation rules that help categorize tickets automatically.
The automated ticketing feature helps schedule important tasks that need to be triggered in the future, enabling the IT team to be more proactive in taking action.
Solarwinds integration with Servicenow
What do you like best about the product?
We used the integration between SolarWinds and ServiceNow and it was of great help. We had a case for a data center, there each and every alert is important. And it created Incidents in ServiceNow.
What do you dislike about the product?
The tool of SolarWinds, is not that fast-working tool, for integrations but the field level configurations handle all of the issues. but the field we configure is trickier and not user friendly to understand.
What problems is the product solving and how is that benefiting you?
As mentioned earlier, we have been using the integration and every small server or any tool in the data center is down for one second, an alert is triggered in SolarWinds and that trigger and creates an Incident in ServiceNow. That specific incident, is assigned to the groups/user and emails are triggered to an individual and the person or the group of people works on the RCA and has been managed in ServiceNow tool.
Service Desk Review
What do you like best about the product?
The dashboard is very useful, and easy to access all tickets resources.
What do you dislike about the product?
no automation. All integration will pretty much need an API. Not a lot of integration apps.
What problems is the product solving and how is that benefiting you?
organizing ticket for the department and it allows more efficiency in our environment.
Modern Interface, Helpful Automation
What do you like best about the product?
It’s user-friendly and visually intuitive, which makes it easy for both IT staff and employees to submit, track, and resolve tickets without much training.
What do you dislike about the product?
While you can customize workflows and forms, some teams feel it lacks the deep flexibility of more enterprise-focused tools (like ServiceNow). For example, complex conditional logic or very granular permissions can be harder to achieve.
What problems is the product solving and how is that benefiting you?
Before using it, many teams rely on email or spreadsheets, which leads to lost tickets, slow responses, and no accountability.
Benefit: Everything goes into one central system with clear ownership and status tracking.
Service Desk Review
What do you like best about the product?
Its ease of use and how it can integrate with many services.
What do you dislike about the product?
This is not a ding on the software itself but on the support side. Although support has been great, help with implementations, particularly around the use of APIs, SD support has not been very helpful.
What problems is the product solving and how is that benefiting you?
A centralized tool that staff can use to submit requests for help. The asset management modules allow us to track our assets.
Solid solution for ticket handling
What do you like best about the product?
The ticketing system is highly effective for managing IT support across departments like curatorial, education, conservation, and facilities. Staff can easily submit tickets through an intuitive interface, while IT teams benefit from automated workflows, ticket prioritization, and SLA tracking. This ensures quick response times and consistent communication—critical in environments where downtime can impact public programming or exhibition schedules.
What do you dislike about the product?
It doesn't offer deep customization for cultural institution systems out-of-the-box,
What problems is the product solving and how is that benefiting you?
Efficient ticket handling across diverse departments
Strong asset tracking—including non-standard equipment
Intuitive interface for both IT and non-technical staff
Scalable for institutions of various sizes
Easy to use
What do you like best about the product?
User friendly, easy to understand, inventory control and detail is amazing
What do you dislike about the product?
I don't really have anything I dislike about this product
What problems is the product solving and how is that benefiting you?
Inventory control and incident management for the entire company
