SolarWinds Service Desk
SolarWindsExternal reviews
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Comprehensive and elegant software platform.
What do you like best about the product?
Most features are relevant for our daily usage.
What do you dislike about the product?
Sensible feature requests often being placed in the queue of low priority. Also, lacked customization flexibility for the non-core features.
What problems is the product solving and how is that benefiting you?
Almost all the features are useful.
Great ServiceDesk
What do you like best about the product?
I like how easy it is to navigate and how we can customize reports to best suit our needs. We are also digging deeper into the inventory tracking and I'm excited to see what it has to offer. The reports that we export are also extremely helpful. We are able to see what person specializes most in what type of ticket. We also have split out the level of tickets so that our more advanced team members can tackle them and the newer team members aren't overwhelmed. I also like how it references similar tickets for easy reference to see how you fixed an issue previously.
What do you dislike about the product?
I don't like how many clicks there are/the process to get from an incident to a problem to a release. I wish there was a way to see all related issues grouped together. We also attach releases and I have a hard time remembering to do that so I almost wish there was a reminder before closing a ticket/change to attach everything before closing.
What problems is the product solving and how is that benefiting you?
We are able to see where we are needed most and what issues are most comment. We have also exported tickets to google docs which have been extremely beneficial to help us prioritize. Other departments have found this very beneficial because our IT department is able to focus on what needs done first - and all the other departments are able to see what we are working on and how it may benefit them or impact the company as a whole.
Recommendations to others considering the product:
I think it is a great ticketing service. There is a lot it has to offer and I don't even think we use it all within our company. It is easy to train others on and communication within tickets is simple. If a ticket needs escalated to a problem or change, it can easily be done. I do think the way this is viewed could be different, but it's still manageable. We are also looking to use this as an inventory tracker. It will allow us to register every computer and all accessories. We can also keep employee information. This will help us immensely by keeping all of our data in one spot, rather than multiple spreadsheets saved elsewhere.
Makes serving our clients manageable, efficient and effective to provide the best results.
What do you like best about the product?
I enjoy the organizational aspect found in samanage such as the notifications, history of the discussion related to the original issue, and the approval process. I also think the reporting tool is very neat in assessing certain analytics.
What do you dislike about the product?
I do not like how the tabs moved to the bottom, I thought it was more user friendly on the side where it was before.
What problems is the product solving and how is that benefiting you?
We are solving things from 'upload this document' to 'this report is broken' . It is beneficial that you can attach multiple documents to almost anything. It keeps history of everything completed so the less common errors, I can go and look at how they were resolved.
Recommendations to others considering the product:
If you are wanting an organized and effective way to communicate issues between you and your clients, I recommend looking into Solar Winds Service Desk. It sends email notifications between the two parties, keeps history of every thing, and offers an analytical tool for each IT user.
SolarWinds Service Desk, Previously Samanage
What do you like best about the product?
Clean interface and responsive support teams and developers. High customization options allowing an agency to enable the features they want to use without being cluttered with features they don't.
What do you dislike about the product?
Reporting has been updated a few times adding functionality but can still use some TLC.
What problems is the product solving and how is that benefiting you?
We use SolarWinds Service Desk for all IT related requests but have recently began using it for our Marketing and Legal requests as well to manage any requests from our internal staff.
Recommendations to others considering the product:
SolarWinds recently acquired Samanage and re-branded it SolarWinds Service Desk. One of the larger benefits I have seen while using this software is the flexibility to use what you want in it. For a while we only used the incident management piece of the software, then expanded to incorporate the asset management piece, which ties into the incidents nicely. We decided to incorporate the Change Management module after about two years later all without needing support from an engineer from them. The environment is easy to customize to what you need.
Real assistance that makes my life easier
What do you like best about the product?
Samanage (SolarWinds Service Desk) completely changed our incidents and staff structure, expanded our feature set and ultimately helped us increase the capabilities of our customer support and information management on the support side. We were really impressed with the import capabilities and admin capabilities provided right out of the gate.
What do you dislike about the product?
We really haven't had many dislikes, but if we are being picky we would like a better price point as it is costly for school districts to keep when free options are out there and being pushed to stretch our district budget further!
What problems is the product solving and how is that benefiting you?
We have solved our workflow issues with our ticket system and controlling who actually sees the tickets and keeps our techs on task with only assigned work.
SolarWings Service Desk
What do you like best about the product?
Ease of use, service desk ticketing system, device integration, incident tracking, customer satisfaction. The application makes it really simple to generate and track any open tickets. Likewise, when a ticket has been completed, I can go back and view my resolutions in case a similar issue arises in the future. The software is also beneficial when trying to determine the hardware configuration of the device it is installed on. For example, if I have a user who needs to upgrade/install more RAM, I can go into the hardware configuration for the device and see exactly what kind of RAM they need
What do you dislike about the product?
There is currently no Windows Installer package available. I'd like to install the agent via GPO yet the only supported installation method is through a logon script. The Logon Script works well if all users in our domain are assigned as Local Admins; however, for security purposes, it doesn't make sense to do that. So, to install the agent on all computers, I need to remote in or go to the user's computer/workstation and input my credentials. As you may guess, this can become very tedious.
What problems is the product solving and how is that benefiting you?
Ticket management, hardware configurations, risk allocation, pending tickets. The benefits of the software definitely outweigh the cons. It has been a vital asset to me and indirectly to my users. They are able to track their tickets and I can keep track of any pending tickets I have in the service desk.
Recommendations to others considering the product:
Use it, it works
Great for small to midsize company ( ~200 employees)
What do you like best about the product?
Groupings, Cataloging, The ability to create categories for incidents
What do you dislike about the product?
not very intuitive, you have to tell it how to do everything
What problems is the product solving and how is that benefiting you?
None at the moment, but with Solar Winds taking over, I can see a lot of application with integration of existing technologies
Recommendations to others considering the product:
Know what categories or what groups of people you want to have so that you can be prepared when implementing.
Great product, easy to use, great reporting
What do you like best about the product?
Reporting is great and we love the satisfaction surveys. It gives us great insight into how we're doing and where we need to improve.
What do you dislike about the product?
I wish the search function were a little more refined. Finding closed tickets can sometimes be difficult. Better filters would be very helpful.
What problems is the product solving and how is that benefiting you?
We've used SolarWinds Service Desk for our IT team for years. When our Customer Success team started looking for an issue tracking solution, we just pulled them into our SolarWinds application. They can now track issues and performance much easier.
Recommendations to others considering the product:
The onboarding process was great. The SolarWinds techs were very helpful in getting things setup for us. We had a lot of questions and they were able to address everything pre-sale.
Solarwinds Service Desk 2019
What do you like best about the product?
The Solarwinds Service desk is a good cloud based ticket system. After initial setup it just works!
What do you dislike about the product?
The worst part of the software is the reporting. It is complex and not easy to get the information you want out of it. I have used other ticket systems in the past and the reporting was better (Web Help Desk)
What problems is the product solving and how is that benefiting you?
With this ticket system our company is able to pin-point areas we need to train our users better. This has helped us decrease tickets and utilize less staff.
Recommendations to others considering the product:
When implementing the solution make sure to take the time to work with the folks at Solarwinds, they are helpful and can save you time and frustration later on.
User friendly
What do you like best about the product?
Keeps all tasks organized and lets everyone know where we are in the process of helping them
What do you dislike about the product?
Right now after a year of using it, I really haven't found anything I dislike
What problems is the product solving and how is that benefiting you?
Lots of hardware and connection issues, as well as meeting set ups and the everyday IT issues in our company. The service desk is very helpful to keep the IT department on task as well as keeping us from duplicating our work.
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