SolarWinds Service Desk
SolarWindsExternal reviews
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Easy to configure, aligned with ITIL
What do you like best about the product?
Incident workflow config is very intuitive. Importing users from Azure environment, single sign on, easily configurable categories.
What do you dislike about the product?
ONly 2 levels of categories (Category, sub-category) lack of custom report builder.
What problems is the product solving and how is that benefiting you?
We implemented a centralised service desk for IT and Facilities departments. Also, we managed to create a guest access fro tenant organisation, which interacts with Facilities but does not interface with IT.
Solid product with many features.
What do you like best about the product?
Intuitive user interface that is easy to use
What do you dislike about the product?
Inventory system could use some polishing. Would like to be able to keep track of other assets such as licensing
What problems is the product solving and how is that benefiting you?
Ticket organization and technician tracking has greatly improved over our last system.
Recommendations to others considering the product:
Price effective product with many features
Workflow
What do you like best about the product?
What I like the most is the ability to customize permissions for users, as well as the ability to implement process checkpoints where it can be programmed to ask a defined user if they approve via email. Also, I like the ease of creation of users. Is this something that can be synchronized with an active directory, or does it always need to be created manually?
What do you dislike about the product?
Price per paid user. I find myself debating if the cost per user is worth it, but so far, it hasn't been a dealbreaker. Also, I wouldn't say I like the mobile application. There could be an excellent way to tie assets in the discovery to users within the system. Also, the discovery feature isn't as great as competitors who offer more granularity in their products, such as Lansweeper, which we have switched to based on price per asset. They can also reach out and check network devices based on SNMP baked into their $1 per asset price.
What problems is the product solving and how is that benefiting you?
Smoothing workflow amongst other depts other than just IT has helped our Mailroom a lot by automating most of their workflow and creating a single point of contact for them to deal with. Our IT workflow has also increased. Do you have any tips on process that we could use that other IT firms use in their environment? Or even some templates that are commonly used that we could implement into our environment?
Recommendations to others considering the product:
I recommend it if you can foot the bill. I would also recommend this if you are in an IT environment where you are getting requests in an inbox.
Easy, fast to use!
What do you like best about the product?
I like the simplicity for the end-user and the technician alike to fill out a ticket. There are so many cumbersome systems out there that require filling out way too many fields. Solarwinds doesn't make it that complicated.
What do you dislike about the product?
The layout could be more compact - I like tight designs without extra spacing and padding to see things quickly and more efficiently.
What problems is the product solving and how is that benefiting you?
Mainly using for helpdesk tickets, but it's been amazingly simpler and more streamlined than our previous solution, which makes it easier for me to want to use and track information.
Recommendations to others considering the product:
It's one of the easiest helpdesk software platforms I've used, and I've used about a dozen of them.
Great package - has brought order to our IT department
What do you like best about the product?
Very thorough inventory process, nice ticketing system, nice email integration
What do you dislike about the product?
Customization could be improved. There are some fixed categories like Incidents/Changes/Releases/etc. that don't directly apply to us that I'd prefer to rename or create my own, but that option is not present. Also, we were sold a tight integration with Dameware that has not been very tight.
What problems is the product solving and how is that benefiting you?
It's basically given us a great ticketing system and ongoing service record for machines. It's much easier to keep track of problem machines and users and identify which facilities make the most use of our resources.
Easy to use and feature rich
What do you like best about the product?
SolarWinds Service Desk loads quickly and makes keeping track of tickets simple.
What do you dislike about the product?
For some reason we aren't able to assign multiple people to a ticket.
What problems is the product solving and how is that benefiting you?
We're using it to provide our users with good timely support.
It has a good reputation when IT is concerned
What do you like best about the product?
Reliable tools. Its a fun environment which it drives your skills and friendship towarss your peers.
What do you dislike about the product?
There's no dislikes or whatsoever, there are challenges which it keeps us motivated at the same time
What problems is the product solving and how is that benefiting you?
SLA is one of the most inportant role in the business which leads to customer satisfaction.
Solarwinds service desk review
What do you like best about the product?
Powerful monitoring capabilities. Precise alerts
What do you dislike about the product?
Nothing. The alarms were accurate. Received very few reactive cases
What problems is the product solving and how is that benefiting you?
Currently I am using Solarwinds in networking monitoring. To monitor CPE and network bearers.
Recommendations to others considering the product:
Solarwinds service desk is really good, robust and is tailored precisely to your needs.
Great asset management tool
What do you like best about the product?
It is a powerful point of contact between the service provider and the users to manage incidents. I like the Service Desk Live Chat.it is great Automate IT asset management
What do you dislike about the product?
The UI and search function can be improved for better experience
What problems is the product solving and how is that benefiting you?
Solarwinds service desk is used for handling incident tickets for customers. With the agent, I am able to see and monitor software, hardware and peripherals connected to the computer.
User Friendly
What do you like best about the product?
User friendly, easy setup and little no IT support
What do you dislike about the product?
Changes to the setup sometimes disrupt our work flow
What problems is the product solving and how is that benefiting you?
one stop contact for payroll related questions for our organization
Recommendations to others considering the product:
Great incident management and service desk
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