SolarWinds Service Desk
SolarWindsExternal reviews
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SolarWinds for optimal productivity and efficiency.
What do you like best about the product?
It is very good, it has given the possibility to monitor every IT management without exhausting people or intellectual resources very often. I can maintain a high margin of server development or incredible network performance. SolarWinds has optimal database performance.
What do you dislike about the product?
SolarWinds has so far given a very important lesson for me, I definitely like the way it is built.
What problems is the product solving and how is that benefiting you?
We use SolarWinds to complement our internal management, with the external incorporation of different quality managers for network performance or monitoring. It has been a software compatible with the company's planning.
Recommendations to others considering the product:
It works very well and excellent, I have been able to demonstrate the scope we need with the software. Its price is much better and it has a formidable quality in each of its tools. SolarWinds will definitely help you manage every process.
SolarWinds Service Desk unified and cloud based solution
What do you like best about the product?
How easy and manageable it is, and the integrity it allows with various applications for better automation
What do you dislike about the product?
Certain failures with the updates, improve some things but damage others
What problems is the product solving and how is that benefiting you?
No problem, it has simplified the flow of requirements with the creation of tickets, in addition to being very friendly
SolarWinds better than most
What do you like best about the product?
The ease of use, and ease of setup in a new environment. Also the ease to migrate to a new server.
What do you dislike about the product?
Cost is a bit of a factor, their aer less expensive routes to take.
What problems is the product solving and how is that benefiting you?
We run all our ticketing through Service Desk
SolarWinds Service Desk is the powerful IT management solution
What do you like best about the product?
This is the best tool I came so far, that has an ability to provide transparent help desk services to the customers that focus on the end user. I did not face any issue in its installation and their customers support is very cooperative too. It has empowered me to answer the individual questions and also I can better handle the tickets, which has organized the daily queries for me. It is really working well for the alignment of my business process through its integrated support.
What do you dislike about the product?
I have been using this tool for 2 years, the interface is not so appealing in terms of visualization, and it takes time to search the tasks, which is very inconvenient. Moreover it is working fine and providing excellent services.
What problems is the product solving and how is that benefiting you?
For me it is very useful tool. Through its trouble shoot managing features it is no more difficult for me to lose the tickets of course by solving the issues, so that problem management and the configuration changes would not be a headache. It is multi-functional tool with highly developed features. It is playing a vital role in our organization.
Recommendations to others considering the product:
Companies which are looking for an efficient IT management tool, I would say it is the best tool which comes with most effective consequences. It will help you for the consistent process flow and the vendor management also.
Great for MSP
What do you like best about the product?
Ease of use and email alerts- Easy setup- I love the alerts bout system performance-Antivirus and backups. Proactive instead of reactive is what I like and can address issues before the client even knows there are issues
What do you dislike about the product?
Some checks are not removable-Can be too much info
What problems is the product solving and how is that benefiting you?
Monitoring servers and workstations- alerts me about events in real time so I am not surprised when the client calls about issues-very proactive
Recommendations to others considering the product:
N/A
Advanced IT asset Management tool
What do you like best about the product?
This tool has helped me a lot in managing the technical issues that were related to my IT system in the organization. Through this software it is very easy for me to tackle and manage the unwanted incidents that could be a hurdle in the supply of continuous services to my customers. Through one channel now I can handle the working of the numerous desktops and through its features of employee service management, it has opened new ways for me to handle employs queries so that, they can work with consistency.
What do you dislike about the product?
It lacks much integration which could be helpful in sharing the cloud base data files. In addition the pricing policy is very much high due to which it is not widely available.
What problems is the product solving and how is that benefiting you?
Through this software I am capable of providing the knowledge based services to my employees so that they can have the detail idea about how to many the basic issues. The most important think I like about this tool is that it has enabled me to teach my team members how to manage the things their won, by providing the tutorials and step by step guidance.
Recommendations to others considering the product:
It is highly recommended for the large business set ups and those which are dealing with customers services, it will help you to collaborate you team and within a loop you can better tackle the everyday problems.
SolarWinds Supporter
What do you like best about the product?
Ability to add comments, track tickets, and communicate with user directly in the app.
What do you dislike about the product?
Options limited to what is configured, and as a supporter, I am unable to add any myself.
What problems is the product solving and how is that benefiting you?
User help desk requests, common solution database
Recommendations to others considering the product:
Make sure it is adequately and correctly patched
New SolarWinds Service Desk User--Super Happy!
What do you like best about the product?
The efficiency this has brought to our team is fantastic. Quicker resolution times, customer responses, custom states, categories, forms, this all helps.
Updating ticket status, category, assigned user can all be done from the Incident List page.
Potential for growth. This is a very scalable software, that we eventually plan on bringing on several other departments to use for requests as well.
Hosted product, so this does not take up any server space. Also, it is accessible form outside of our network.
Customizable, easy to create your user portal, custom categories, custom forms, fields, etc.
The discovery agent was pushed out by SCCM and we can assign primary users. This will allow us to identify systems that have required higher amount of maintenance, so we can look at replacing those systems before they cause any further problems.
Updating ticket status, category, assigned user can all be done from the Incident List page.
Potential for growth. This is a very scalable software, that we eventually plan on bringing on several other departments to use for requests as well.
Hosted product, so this does not take up any server space. Also, it is accessible form outside of our network.
Customizable, easy to create your user portal, custom categories, custom forms, fields, etc.
The discovery agent was pushed out by SCCM and we can assign primary users. This will allow us to identify systems that have required higher amount of maintenance, so we can look at replacing those systems before they cause any further problems.
What do you dislike about the product?
The only thing I can pick on is the Single Sign-On setup was a little more cumbersome than I would've like. It does however sync with Active Directory.
Honestly I would prefer to use the portal login page, but my company requires single sign-on. With that setup, it bypasses the login page.
Since implementing this, learning the permissions for different roles takes a little time, but the support for helping with this has been great.
There is nothing else that I have seen that would be considered a 'dislike'. This software is working great for our department and our organization as a whole.
Honestly I would prefer to use the portal login page, but my company requires single sign-on. With that setup, it bypasses the login page.
Since implementing this, learning the permissions for different roles takes a little time, but the support for helping with this has been great.
There is nothing else that I have seen that would be considered a 'dislike'. This software is working great for our department and our organization as a whole.
What problems is the product solving and how is that benefiting you?
The biggest problem that we had before this was tickets or incidents not being documented. This was due to the previous software we used not being user friendly at all. We now have everything being documented, routed, SLA's being monitored. it's brought my department a very long way in documentation and reporting capabilities.
Reporting from our old system was very limited and inaccurate. This was due to limitations of the old software, and because a lot of stuff was not documented properly on our end.
Reporting from our old system was very limited and inaccurate. This was due to limitations of the old software, and because a lot of stuff was not documented properly on our end.
Recommendations to others considering the product:
If you are looking for a really easy to use IT Ticketing System, that can fill all your needs, you Really Need to look at this. It is super easy to use, reporting is great and all customizable. And this is very scalable and will be able to grow with your company!
Works great for us.
What do you like best about the product?
I like how comprehensive it is, that you've got incidents, changes, solutions, etc. all in one package. Support is fantastic.
What do you dislike about the product?
I wish we had the ability to "nest" Incidents (create parent-child tickets). I also wish we had the ability to connect Incidents to a Problem, and have those Incidents close automatically when the Problem closes. It would also be nice to be able to comment and change status on multiple Incidents at once.
What problems is the product solving and how is that benefiting you?
Losing track of when contracts expire. It's great to have a tool to help us manage that.
Recommendations to others considering the product:
Give it a try.
Final Decision Maker
What do you like best about the product?
Ease of use. I am not going to fill this box with likes.
What do you dislike about the product?
No dislikes. Since I do not have any dislikes.
What problems is the product solving and how is that benefiting you?
Help Desk Calls for service or incidents.
Recommendations to others considering the product:
just move forward.
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