SolarWinds Service Desk
SolarWindsExternal reviews
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SolarWinds Service Desk is a great tool for prioritizing task.
What do you like best about the product?
What is most helpful about SolarWinds Service Desk is the ability to set a status that the user can see in real-time. The upsides of using SolarWinds Service Desk are that it is cloud-based and has mobile applications for iOS and Android.
What do you dislike about the product?
What is the least helpful about SolarWinds Service Desk is that it can be complicated for users to navigate. The downsides of using SolarWinds Service Desk are that the platform has so many options that it can be difficult to set up for your organization if you don't have a full understanding of all the settings and options.
What problems is the product solving and how is that benefiting you?
The business problems SolarWinds Service Desk is helping me solve is troubleshooting support prioritization. SolarWinds Service Desk has helped me focus on prioritizing major issues over minute issues and all of the incidents in between.
SolarWinds Service Desk Review
What do you like best about the product?
The smooth feel of the help desk module. The efficiency of the asset management module.
What do you dislike about the product?
There were no dislikes. The features worked exactly as they should.
What problems is the product solving and how is that benefiting you?
Asset management was always a problem, but with SolarWinds Service Desk, asset management was simplified and unified in one spot.
Recommendations to others considering the product:
Great Product and easy to set up and use/manage.
Solarwinds is great
What do you like best about the product?
Im able to integrate with service now ticketing system
What do you dislike about the product?
Creating resorts could be a little more intuitive
What problems is the product solving and how is that benefiting you?
Receive alerts when telemedicine carts go offline which helps avoid a failed virtual visit
Works well but could use a little tweaking to make a "10"
What do you like best about the product?
When I receive a Ticket by Email, I can respond to the email and my email will update the ticket and therefore I don't have to login to Solarwinds to respond to the ticket.
What do you dislike about the product?
I think that a Global Search could be added to not have to add so many ticket areas to search. Search "Error code 100" and it would return All Tickets with that Error Code. I don't want to have to select the Detail Area to Search. Act more like google search for All the Tickets.
What problems is the product solving and how is that benefiting you?
Reporting of Items Closed has Really Helped.
SolarWinds - Lots Of Features Sets of service desk in a minimal Cost
What do you like best about the product?
Solarwinds help desk essential is the solid solution of business and has the flexibility to customize and the responsive service and constant improvements. The support team is highly responsive to every need. The array of services provided is excellent and ever-growing.
What do you dislike about the product?
Currently, there is no drawback we observed
What problems is the product solving and how is that benefiting you?
We don't have the help desk application in our environment. The evaluation of the solar wind help desk essentials change the everything
Recommendations to others considering the product:
There are excellent products along with great features, great support and also all comes in a bit of money
Its how we track customer success
What do you like best about the product?
The ability to collect data and allows our organization to track and resolve issues.
What do you dislike about the product?
There is not a whole lot that we do not like. But the startup and implementation are challenging.
What problems is the product solving and how is that benefiting you?
We can track most re-occurring issues and develop strategies to provide a better experience to our customers.
Recommendations to others considering the product:
I recommend you provide upfront training to end-users. I also recommend you fully develop the strategy in which you will use the system.
A Good Service Platform that has undergone some changes
What do you like best about the product?
The Solarwinds Dashboard is a handy tool. It allows custom views and the ability to track specific items important to the user
What do you dislike about the product?
The change management component needs to be a bit easier to manage.
What problems is the product solving and how is that benefiting you?
We are using Solarwinds Service desk to manage reported incidents which can be converted to problems if an incident goes regional or global. We can also link incidents to Change Managment
Recommendations to others considering the product:
Still yes, but it appears that it was a better managed product under Samanage before Solarwinds took over.
Easy to setup, easy to use, easy to maintain
What do you like best about the product?
The search and email the features. Great adoption rate with our users.
What do you dislike about the product?
Some API integration limitations with
Pagination we have experienced.
Pagination we have experienced.
What problems is the product solving and how is that benefiting you?
IT ticketing interface for our users, Asset assignment to users, knowedge base articles database of comon known issues, ticket assignment workflows
I know what my team is doing now!
What do you like best about the product?
These types of tools can be helpful in many ways, but off the shelf, SWSD manages to provide immediate feedback on how your staff is accomplishing their work. It provides insights into the workload and allows you to control the workload effectively. I can easily reassign requests, read what has transpired, and it's easily at your fingertips. I also do not have to maintain the backend systems any longer. We can focus on the work/customer service vs. being bogged down ensuring all systems are up-to-date.
What do you dislike about the product?
If you don't have the staff to create custom reports to massage the data, you are stuck with the built-in reporting. I also wished there was a more effective way to loan out equipment similar to how Web Help Desk does.
What problems is the product solving and how is that benefiting you?
As a manager over staff who were super busy, no one knew what that staff was doing. I now have direct insights into that data and can speak intelligently about what my team is doing.
Recommendations to others considering the product:
If you have a small team or a team without a lot of IT skills, this is your tool!
SolarWinds Help Desk Essentials
What do you like best about the product?
Great for companies that are seeking a help desk that offers numerous IT Management with different functions. It offers a very comprehensive service desk that has great response times that help businesses in many fashions. Not only is it very fast and efficient, it reports in a timely manner that you will be very happy with. It is very compatible as well as it operates with different applications like Google Apps, Onelogin, Salesforce.com, and over 140 applications and counting. As you can see, this is as good as it gets when choosing a help desk.
What do you dislike about the product?
Not many dislikes on my end besides a few tweaks here and there. The majority of it is adapting to its users and growing pains through the system. Not much to worry about. The team has been very upfront about what they are implementing and changes are being released by the week. The updates are top-tier and I have never had an issue with any of them!
What problems is the product solving and how is that benefiting you?
We are solving ticket management in the IT department. it was very scalable and easy to use as it was beneficial all around.
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