SolarWinds Service Desk
SolarWindsExternal reviews
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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
Integration of current Asset Management made Solar Winds SD a no brainer
What do you like best about the product?
We are currently leveraging the Solar Winds asset management (formerly called Samanage) and were looking to move away from an archaic Linux based help desk solution. We decided it made too much sense not to go with Solar Winds HD for it's web based availability and integration into our current systems.
What do you dislike about the product?
Honestly, moving from another system into a new one has been a challenge for our boots on ground employees. Tough to change systems, but nothing with the system itself jumps out as an issue as of yet. It hasn't been very long since we've been using it.
What problems is the product solving and how is that benefiting you?
Having a real time look at Assets in our organization and creating a functional, helpful tool for our help desk personnel to use to provide internal IT support to our staff.
Recommendations to others considering the product:
If you're looking for an all-in-one customizable, hosted solution, thiis it. It's especially beneficial with the integration of the Asset Management software and with Solar Winds as the new owner, I'm assuming the Network Monitoring piece will be coming along shortly as well.
SolarWinds Service Desk
What do you like best about the product?
Easy of use, easy to setup, good implementation help.
What do you dislike about the product?
Nothing yet, but being able to rebrand it more to better look like the organization would be ideal.
What problems is the product solving and how is that benefiting you?
Request organization, prioritization, and reporting/metrics.
Recommendations to others considering the product:
Plan your setup before starting, it will save you time and allow for more training time instead of data gathering.
Easy to use and most complete Help Desk package around!
What do you like best about the product?
Being able to program the automation of tasks of a Service Catalog.
What do you dislike about the product?
In the setup portion searching for a user. The only way is to use filters, kinda of clunky.
What problems is the product solving and how is that benefiting you?
The users being able to track their own tickets
Recommendations to others considering the product:
The best and most complete package that I have used.
Great Interface, Easy to Use
What do you like best about the product?
I like how easy it is to customize the solution. I like the mobile app. It is easy for both agents and end-users to use.
What do you dislike about the product?
I haven't found any downsides yet. So far it is meeting our needs.
What problems is the product solving and how is that benefiting you?
We needed a service desk that was HIPAA and FERPA compliant. A solution that was easy to use and looked great
Best balance of customization and off-the shelf workflows
What do you like best about the product?
Can get up and running in under a day, or customize it as much as you like.
What do you dislike about the product?
Seems like there are a couple config hiccups, but we got through them
What problems is the product solving and how is that benefiting you?
Moving to true service desk platform (before we were using Jira Software)
Clean, Organized, Powerful
What do you like best about the product?
The system itself is easy to setup and navigate through.
It makes things very easy on the end user to help themselves or get a request over to TS.
It makes things very easy on the end user to help themselves or get a request over to TS.
What do you dislike about the product?
I REALLY wish you could assign multiple Site Locations to a single KB article and Service Catalog as opposed to having to make multiple copies of the same item for each site.
What problems is the product solving and how is that benefiting you?
Getting the end user to really help themselves on common issues that don't require the assistance of tech support. This allow our TS team more time on complicated issues and projects.
Plenty of tools in the toolbox
What do you like best about the product?
The User Portal has helped tremendously to reduce our daily ticket volume. The Incident Tracking is intuitive and very easy to use. Using the Service catalog to automate end-user requests has been a game changer for departments with excess equipment.
What do you dislike about the product?
Not enough workflow options in the Service Catalog. The change management is not as intuitive as some of the other features.
What problems is the product solving and how is that benefiting you?
Increased end-user autonomy. Users are able to complete tasks and make requests without increasing HelpDesk support interactions.
Recommendations to others considering the product:
Use all of the available tools before evaluating other 3rd party vendors.
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