SolarWinds Service Desk
SolarWindsExternal reviews
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Intuitive Program
What do you like best about the product?
I love the detail in the inventory aspect!
What do you dislike about the product?
It is a little more complex than I was wanting but that's not always a bad thing.
What problems is the product solving and how is that benefiting you?
It is helping us not only keep better track of our assets, it also helps track our problem areas for quicker resolutions.
Good product if you take the time to set it up right.
What do you like best about the product?
Upside is you have a place for a "paper trail".
What do you dislike about the product?
The SLA breach logic - if a ticket is close to breaching and then gets assigned to another technician, the "new" technician gets dinged for the SLA.
What problems is the product solving and how is that benefiting you?
Ticketing
Solarwinds Help Desk Review
What do you like best about the product?
I am part of an electric coop that has around 100 employees, and this service desk feature is the best fit for our company. It provides our end users with a simplistic way of entering help desk tickets, and it helps us manage our assets efficiently on the admin side. I would highly recommend this option for a small company.
What do you dislike about the product?
There is no third-party integration from what I've seen. Customer support is lacking somewhat; when I've had questions, I get sent knowledge bases instead of being able to talk to an actual person.
What problems is the product solving and how is that benefiting you?
We are able to track all of our assets, so we know where every piece of equipment is in our two branches. We can also see which tickets have higher priority and work on the most important issues first.
Solarwinds Service Desk
What do you like best about the product?
linked to the inventory with computers and user accounts
What do you dislike about the product?
need som inprovments on the knowledge base documents
What problems is the product solving and how is that benefiting you?
have an updated and live inventory
Good tool but could be great with a bit of improvement.
What do you like best about the product?
It is straightforward and mostly easy to use. It has powerful asset management, and notifications. I love how it leverages M365 email connectivity for email. Good API's
What do you dislike about the product?
It needs some improvements. As much as I like the asset tool, I feel like its missing information which would really make it better. I would like to see it have more Remote Machine management, and access tools and include more RMM type tooling internal like a NinjaONE, Pulseway, Datto, etc.
What problems is the product solving and how is that benefiting you?
We needed a helpdesk, and we acheived it, we needed asset management, and it gets us there, we wanted remote control of endpoints, and it can link to software which allows you to navigate.
Service Desk has been a huge improvement coming from my last company
What do you like best about the product?
What I like best about Service Desk is the configuration aspect of it. Coming from a Jira shop, I have found the configurations in Service Desk to be alot more user friendly and allow for overall better workflows throughout the company. It is also very easy to implement into your environment and get rolling right out of the box.
What do you dislike about the product?
After 10 months or so within Service Desk, I really cant name something that I dont like. I really love all Solar Winds products as we are now a Solar Winds shop all around.
What problems is the product solving and how is that benefiting you?
It is now our asset management tracking system, PO tracking and also our ticketing software where us as IT can assist users by solving their issues or escalating to the appropriate teams/groups.
best serives desk
What do you like best about the product?
Ease of use for users and admins and Easy to integrate with domain control The presence of chat to communicate between the user and the admins
What do you dislike about the product?
I did not like the Asset System very much. I think it needs a lot of development
What problems is the product solving and how is that benefiting you?
Analyzing problems and identifying previous problems with the user. Communication between the user and it admin. Collecting assets for the company
service desk
What do you like best about the product?
It includes everything, but the things I liked most are:
- Asset System is easy and simple
- Chat
- The report
- The possibility of doing it from the mobile application
- Procurement Tools
- Asset System is easy and simple
- Chat
- The report
- The possibility of doing it from the mobile application
- Procurement Tools
What do you dislike about the product?
I wanted it to be integrated with DameWare Remote Support. It will make everything easier for your help desk and technical support.
What problems is the product solving and how is that benefiting you?
Firstly, it helps me communicate with the customer smoothly and strongly. It helps me analyze problems through reports and helps me with inventory by collecting all the company's assets. He helps me with purchases and monitors my warehouse.
Review for Solarwinds help desk
What do you like best about the product?
Best product for raising tickets at low cost.
What do you dislike about the product?
There is nothing as such to dislike about this product
What problems is the product solving and how is that benefiting you?
As the workflow is automated , it helps the work done easily and efficiently
SolarWinds Service Desk is User Friendly
What do you like best about the product?
SolarWinds Service Desk is extremely user friendly. Our staff are able to easily access the platform and very easily submit a ticket. We, in turn, are able to get them the help they need as soon as possible and assign it to the proper tech to help fix their problem. It's connected with Dameware Remote Everywhere also is extremely helpful as we have many remote devices that we service. Keeping track of assets is simple. Additionally, the ability to create our own tickets and put a process in for our techs to follow really helps minimize mistakes or missed steps and maximize time spent directly helping staff.
What do you dislike about the product?
I wish that SolarWinds Service Desk had more options for automations, such as automatically attaching a related asset when someone submits a ticket.
What problems is the product solving and how is that benefiting you?
SolarWinds is helping us solve the problem of staff submitting tickets. We had a lot of issues formerly with staff finding the platform difficult to use and not user friendly. When we switched to SolarWinds Help Desk, it was so user friendly that staff who had never submitted a ticket before easily submitted one for the first time. It helps us solve staff's tech issues faster too this way.
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