SolarWinds Service Desk
SolarWindsExternal reviews
726 reviews
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HelpDesk Support
What do you like best about the product?
I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen.
What do you dislike about the product?
We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work on one catalog item.
What problems is the product solving and how is that benefiting you?
Solutions are fantastic and users are able to find these on their own on the home page. We have been able to create very good service catalog items for all of our internal tasks including new hires, departures, hardware requests and multiple other processes that we deal with on a daily basis.
Recommendations to others considering the product:
Make tasks able to change owner. Once a task is in process you cannot change who owns this. This makes it very difficult to complete catalog items that multiple people have their hands in. This could be changed only by admins to give it some governance.
Much More Than Just A Service Desk
What do you like best about the product?
I love the fact that you can set up everything exactly how you want it. you can add your own details to every part of the program.
What do you dislike about the product?
The settings can be a little complicated to navigate, but once you get the hang of it, your all set.
What problems is the product solving and how is that benefiting you?
Solarwinds helped me organize and automate new hires seamlessly. It also helps with keeping track of assets that were previously disorganized.
Great ITSM solution
What do you like best about the product?
I like how everything ties into one interface. Change requests, incidents, asset management, service requests, problem management, knowledgebase. It makes it very easy to link and reference these items as well. The user interface is clean and easy to use.
What do you dislike about the product?
I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts.
What problems is the product solving and how is that benefiting you?
Tracking inventory and change requests. It helped get a grasp on how much inventory we had and helped us track it down numerous times. It has also helped us with controlling how many changes we are making and making them at the right time.
Recommendations to others considering the product:
Look into automations and service requests early. Easy way to make things work very nicely.
SolarWindows Review
What do you like best about the product?
It's an excellent way for us to keep track of tickets that have been created by our users. Furthermore, when tasks are completed, we can close them and also generate pdf reports for our line manager.
What do you dislike about the product?
The user interface could be improved a little bit to make it more modern, also I notice some glitches with some of the buttons when scrolling through various open tickets
What problems is the product solving and how is that benefiting you?
With SolarWindows we can now properly maintain and assist users with IT related problems
Recommendations to others considering the product:
A great resource for IT teams to manage their tasks, fully recommend it.
Solarwinds Samanage Service desk
What do you like best about the product?
Easy to use and able to make custom workflows
What do you dislike about the product?
Procurement part can use some improvement
What problems is the product solving and how is that benefiting you?
Ticketing system allows us to organize tasks and manage work flows
Recommendations to others considering the product:
Great product for building custom catalogues and workflows
A Product with a Great Interface, but need to expand capabilities
What do you like best about the product?
The best thing about the SolarWinds Service Desk is certainly the interface. It is easy and quick to assign jobs and make comments, even on the mobile app.
What do you dislike about the product?
I wish the software was not tailored just for IT departments. We don't use over 50% of the software, and then are frustrated when the vendor is unwilling to add on more process-management functionality.
What problems is the product solving and how is that benefiting you?
We have significantly reduced email congestion for our team, and eliminated doubling up on my jobs. We also have better tracking and reporting on what our teams are doing.
Recommendations to others considering the product:
Consider if you'll be able to completely move away from emails for your ticketing. If not (as is our case), it may result in email flooding, when the point was to reduce email.
Simple but Flexible platform to manage tickets and change contro
What do you like best about the product?
Usage is simple. Reporting is flexible. Capability to do agent driven asset and license management. Contract management. Email integration works really well. Replies captured in comments.
What do you dislike about the product?
Although basic features are easy to configure and use things get complicated once additional configurations are implemented. Conditional fields, complex forms and workflows are hard to build.
What problems is the product solving and how is that benefiting you?
Helpdesk ticket management, change control for regulated systems, asset and software tracking.
Great Helpdesk, Management and Documentation Tool
What do you like best about the product?
A great, in-depth solution to keeping track of helpdesk incidents, inventory of software, and solutions database.
What do you dislike about the product?
There are some bulk import items that require use of the API, which can be a bit annoying.
What problems is the product solving and how is that benefiting you?
This has helped us prioritize incidents and allowed use to sustain an easy-to-create and read solutions database to decrease downtime for our users.
Time Saver
What do you like best about the product?
The ease of use in submitting to the helpdesk has improved communication of issues and requests to/from our customer. Entering an issue or request via the portal is simple and streamlined. From the back office perspective, adding additional detail (category, status, etc.) is very simple and a time saver for the Helpdesk. We are quickly able to asses where we on for the day using the dashboard functionality, which includes a quick glance into how customers feel about the service they have been provided.
We are excited to move into the next phase of SolarWinds’ Samanage which includes Asset Management, building out / adding additional elements to the Service Catalogue, and implementing Problem and Change Management. As a result, we look forward to the time savings and transparency we will provide to our customer.
We are excited to move into the next phase of SolarWinds’ Samanage which includes Asset Management, building out / adding additional elements to the Service Catalogue, and implementing Problem and Change Management. As a result, we look forward to the time savings and transparency we will provide to our customer.
What do you dislike about the product?
Not applicable at this time. However, we will update once we have additional feedback.
What problems is the product solving and how is that benefiting you?
Communication with our internal customer. Communication within the Helpdesk team
Clean and simple service desk with all the right integration
What do you like best about the product?
Service desk integrates perfectly with our Solar winds RMM system and allows our first line to log proactive tickets
What do you dislike about the product?
There could be more depth to ticket rules and templates
What problems is the product solving and how is that benefiting you?
Efficient ticket management for inhouse and external staff
Recommendations to others considering the product:
Does what it says on the tin
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