SolarWinds Service Desk
SolarWindsExternal reviews
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The best way to get IT done
What do you like best about the product?
The ease of access for the end-user to send an email and ask for help. Solar winds have always helped us with any questions that we have and answer all questions quickly and in a timely manner.
What do you dislike about the product?
sometimes it is difficult to construct new help desk processes when we do have an issue they are quick to respond and get the issue resolved.
What problems is the product solving and how is that benefiting you?
Help desk and Human Resources
Recommendations to others considering the product:
If you have any questions their service desk is top-notch
SolarWinds Service Desk
What do you like best about the product?
Ease of use and setup. Ability to use solutions for customers to self-serve and not enter tickets.
What do you dislike about the product?
Would be helpful to be able to modify users without needing full admin rights
What problems is the product solving and how is that benefiting you?
Our previous solution was cumbersome and not easily modified. The new system is very easy to set up and use. We especially appreciate the solutions capability so our customers can self-help without needing to create a ticket.
Recommendations to others considering the product:
Price is negotiable.
Easy to Start, Tons of Customization Options, User Role Assignements a Little Manual
What do you like best about the product?
SolarWinds Service Desk is a hosted ticketing and asset management system that covers quite a bit of the ITSM field. The integrations, asset management, and ticket management is very easy to understand.
What do you dislike about the product?
Though it takes a bit to set up, one minor complaint is that you seem to have to manage users and their roles within the web page, there isn't an easy way to assign "Service Agent Users" outside of the console, as I would like to do so in Active Directory or similar. The only issue I have had with SolarWinds in general is their sales people are extremely aggressive which can sometimes turn off me, and my leadership, to the company in general.
What problems is the product solving and how is that benefiting you?
We solved for having a minorly functional ticketing system that was not installed or set up correctly in the first place. This product has solved that issue by being a hosted solution that prevents installation and configuration errors in the very beginning.
Recommendations to others considering the product:
Ensure you pick a good Domain name for the service desk site and contact any support as soon as you can for any issues, especially during the trial phase.
Surprisingly easy-to-use!
What do you like best about the product?
I like the ease of creating new views, categorizing the tickets without opening them, and assigning from the main Incidents page.
What do you dislike about the product?
The reporting is quite rigid and the pre-canned reports aren't always what I want to see.
What problems is the product solving and how is that benefiting you?
We are solving inventory management, SLA oversight and multi-departmental use.
Recommendations to others considering the product:
Good value to be had with SolarWinds Service Desk. The ticketing is very easy to use and intuitive. If reporting is high on your list of must-haves, this app is a little lacking but otherwise is a solid product.
A Simple, Easy Service Desk Option
What do you like best about the product?
This product has a very intuitive, easy to user interface with lots of options. The improvements Solarwinds has made thus far further improve that experience.
What do you dislike about the product?
The cost, as compared to competition like JIRA Service Desk, is not very entry level friendly. JIRA gives smaller teams a more affordable cost of entry, compared to Solarwinds Service Desk.
What problems is the product solving and how is that benefiting you?
We use it for IT and HR helpdesk applications within our organization. It certainly meets that need.
Recommendations to others considering the product:
Make a true cost comparison with other platforms. If you have a very large team, this may be more cost effective than it is for a small team. At scale, it's likely you'll find some value here compare to the competition (Atlassian's JIRA + Confluence suite, for instance will cost more at scale).
Gets the job done
What do you like best about the product?
Solarwinds service desk provides a functional solution for IT help desk. My company uses this service for all non-JIRA ticketing. I have found it sufficient for all my needs, with some minor quibbles.
What do you dislike about the product?
I wish there were more options for automation to streamline our workflow.
What problems is the product solving and how is that benefiting you?
More accurate ticket documentation is a definite improvement and effective asset management is a tremendous benefit.
SA Manage implementation/review
What do you like best about the product?
Love the ease of use and configuration of the application. SAManage (SolarWinds) has allowed Streetlane to manage service requests in a more easy and structured way to provide our internal clients quicker service
What do you dislike about the product?
SLAs not very intuitive to implement. We are still not fully utilizing all the options available withing Solar Winds Service Desk
What problems is the product solving and how is that benefiting you?
we are now able to get reports from support service requests received by departments and we can identify gaps either in service or in training
Good! Easy to use!
What do you like best about the product?
The customization options for the client. Makes it easy to give the client the right needs
What do you dislike about the product?
The allowance for integration with other systems
What problems is the product solving and how is that benefiting you?
Setting up custom solutions
Recommendations to others considering the product:
Allow for greater variation when a company would like to integrate with other ticketing and solution systems like Acello.
Great core value with continual improvement
What do you like best about the product?
SaaS, having the Service Desk as software as a service has freed up our department to focus on production related projects.
What do you dislike about the product?
Saas, having the Service Desk as software as a service has sometimes required patience as roll-outs lacked basic functions such as Filter and sort.
What problems is the product solving and how is that benefiting you?
The software has freed up our department to focus on priority functions allowing us to complete more projects in a timely fashion.
Recommendations to others considering the product:
Great core functions with a push to continual enhancements
Using it for our help desk
What do you like best about the product?
As a manager I can see what is going on with all the tickets and view comments back and forth.
What do you dislike about the product?
Right now I haven't really found an issue
What problems is the product solving and how is that benefiting you?
All of our user and server issues. The whole team is aware of what is going on with issues. Users can see the progress in their issue.
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