SolarWinds Service Desk
SolarWindsExternal reviews
738 reviews
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Good balance of price and features
What do you like best about the product?
We use SolarWinds Service Desk to support a company of about 350 employees, with the IT, finance, and production teams all using the platform. The interface is easy to use and customizable to a degree. We rely heavily on the automation tools, task lists, dashboards, change management features, employee portal, and service catalog. It’s also good to see that SolarWinds is continually adding new features and refining the product.
What do you dislike about the product?
Some of the automation options are limited—you can’t always access certain fields you’d like to use in automation rules. Built-in remote support would also be a useful addition. The email log doesn’t always show the full history, which can make tracking communications harder. We also find that the Slack integration could be more robust. It would also be helpful if you could select a response template and have the message come from a team or service account, rather than from the individual technician. We don’t use the mobile app often, but when we do, it feels pretty limited in functionality.
What problems is the product solving and how is that benefiting you?
We use SolarWinds Service Desk to manage IT incidents and requests, change management, ERP requests, and production system requests. On the IT side, we switched from Jira—SolarWinds Service Desk has been simpler to use and less expensive. The automations and reporting features have definitely improved how our team works, helping us respond faster and giving us better visibility into our workload.
Exactly what I was looking for
What do you like best about the product?
Has all the funtctionality that you can ask for (and some), while all in an easy to understand platform. Implementation process was seamless. Customer support is on point.
What do you dislike about the product?
Not much I can say or think of. It has its glitches from time to time. Maybe once every other month when things are a little slow but nothing to complain about.
What problems is the product solving and how is that benefiting you?
Incident response and organization. Also helping users become more independently resourceful when utilizing the solutions section.
Solarwinds review
What do you like best about the product?
it is quite simple and easier to use. It provides a lot of useful catalogs to make work easier
What do you dislike about the product?
nothing really, their customer services always respond ontime
What problems is the product solving and how is that benefiting you?
n/a
Very customizable and easy to use
What do you like best about the product?
Actually what I enjoy the most is the feedback given by its customers and the fact that they listen to that and turn those suggestions into features.
What do you dislike about the product?
the asset management system is a bit clumsy in my opinion and to use it for printing asset labels is very unfriendly
What problems is the product solving and how is that benefiting you?
is has given us a proper way of tracking incidents and being able to see problem categories and areas that could use attention.
SolarWinds Service Desk
What do you like best about the product?
Easy to navigate. Good customer support. Easy to set up with Microsoft for integration.
What do you dislike about the product?
Lacks some features compared to other service desk products I have used in the past. API lacks a bit of functionality.
What problems is the product solving and how is that benefiting you?
We use SolarWinds Service Desk as our primary source of receiving and managing technology support requests at our company.
A great ITSM platform that fits multiple use cases
What do you like best about the product?
Multi Tenant support, and automations are easy to build
What do you dislike about the product?
Needs more support as a property management platform
What problems is the product solving and how is that benefiting you?
IT ticketing platform
SWSD works well is very intuitive and offers tight integration with many of our products
What do you like best about the product?
The tool is well thought out and has improved our helpdesk offering. Our technicians have better visibility of tickets and deadlines and the reports provides really useful insights which aids in decisionmaking. The support offered is excellent as well.
What do you dislike about the product?
I think that the asset inventory piece could be better. It needs more customisation routes
What problems is the product solving and how is that benefiting you?
It is helping us to improve our servie desk offering
Fully featured helpdesk system
What do you like best about the product?
Very comprehensive, feature rich system. Very reliable and stable system
What do you dislike about the product?
Can be quite expensive compared to alternatives. For a basic helpdesk system, might be over complicated
What problems is the product solving and how is that benefiting you?
This system allows us to keep track of all our IT assets and software as well as managing our helpdesk calls. We are also using it for areas outside of IT such as HR and GDPR. Another section is used for our change manage processes.
Great product
What do you like best about the product?
I have been using it for years to collect information and manage endpoints. Works great as it should.
What do you dislike about the product?
There is nothing I dislike about this service.
What problems is the product solving and how is that benefiting you?
As I said, I'm using it for IT Asset management and tickets system.
Service Desk Tool that is trustworthy and user-friendly
What do you like best about the product?
The setup feature of Service Desk appeals most to me. Coming from a Jira shop, I have found the options in Service Desk to be lots more user friendly and allow for generally better processes throughout the firm. Additionally quite simple to use in your surroundings and start straight out of the box.
What do you dislike about the product?
After ten months or so at Service Desk, I truly cannot name anything I find objectionable. Since we are now a Solar Winds shop all around, I truly enjoy all of their items.
What problems is the product solving and how is that benefiting you?
These days, our ticketing system, PO tracking, and asset management system allow us as IT to help users by resolving problems or forwarding to the relevant teams or groups.
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