SolarWinds Service Desk
SolarWindsExternal reviews
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Solarwinds is great
What do you like best about the product?
Im able to integrate with service now ticketing system
What do you dislike about the product?
Creating resorts could be a little more intuitive
What problems is the product solving and how is that benefiting you?
Receive alerts when telemedicine carts go offline which helps avoid a failed virtual visit
Works well but could use a little tweaking to make a "10"
What do you like best about the product?
When I receive a Ticket by Email, I can respond to the email and my email will update the ticket and therefore I don't have to login to Solarwinds to respond to the ticket.
What do you dislike about the product?
I think that a Global Search could be added to not have to add so many ticket areas to search. Search "Error code 100" and it would return All Tickets with that Error Code. I don't want to have to select the Detail Area to Search. Act more like google search for All the Tickets.
What problems is the product solving and how is that benefiting you?
Reporting of Items Closed has Really Helped.
SolarWinds - Lots Of Features Sets of service desk in a minimal Cost
What do you like best about the product?
Solarwinds help desk essential is the solid solution of business and has the flexibility to customize and the responsive service and constant improvements. The support team is highly responsive to every need. The array of services provided is excellent and ever-growing.
What do you dislike about the product?
Currently, there is no drawback we observed
What problems is the product solving and how is that benefiting you?
We don't have the help desk application in our environment. The evaluation of the solar wind help desk essentials change the everything
Recommendations to others considering the product:
There are excellent products along with great features, great support and also all comes in a bit of money
Its how we track customer success
What do you like best about the product?
The ability to collect data and allows our organization to track and resolve issues.
What do you dislike about the product?
There is not a whole lot that we do not like. But the startup and implementation are challenging.
What problems is the product solving and how is that benefiting you?
We can track most re-occurring issues and develop strategies to provide a better experience to our customers.
Recommendations to others considering the product:
I recommend you provide upfront training to end-users. I also recommend you fully develop the strategy in which you will use the system.
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.
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.
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.
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