SolarWinds Service Desk
SolarWindsExternal reviews
726 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
IT Manager
What do you like best about the product?
Ease of deployment and use to our end users.
Ease of use for agent/s.
On-boarding was through and complete.
Users like the styling and availability of the new Service Desk.
Ease of use for agent/s.
On-boarding was through and complete.
Users like the styling and availability of the new Service Desk.
What do you dislike about the product?
Doesn't show when another technician/service desk agent is viewing the same ticket.
Deployment of the Solarwinds Discovery Agent does not have a .msi file making it difficult to roll out across a internal network.
Deployment of the Solarwinds Discovery Agent does not have a .msi file making it difficult to roll out across a internal network.
What problems is the product solving and how is that benefiting you?
Much quicker resolution time, Users are responding to communication more with our new Service Desk.
This service desk is more intuitive for our users and initial feed back has been very positive and well received.
This service desk is more intuitive for our users and initial feed back has been very positive and well received.
Recommendations to others considering the product:
Give it a try, it's easier than you might think and has everything you would need in a Service Desk product. It's also made getting all our users offsite and working from home during COVID much easier.
Nice software
What do you like best about the product?
It has file transfer, remote command line and is reasonably priced
What do you dislike about the product?
Sometimes the connections are very slow.
What problems is the product solving and how is that benefiting you?
Allows me to be in multiple places within a short period of time. I have accounts that are over 200 miles apart.
I can be somewhere remotely within minutes.
I can be somewhere remotely within minutes.
Great design and functionality in real time.
What do you like best about the product?
Most Helpful:
Saas, cloud hosted design, API and asset discovery.
Saas, cloud hosted design, API and asset discovery.
What do you dislike about the product?
That the approval process for change management is not included automatically in the change a management template. For instance, for each change request I have to create a process. I know there is a change catalog but that seems very convoluted for a simple addition.
What problems is the product solving and how is that benefiting you?
Global Search, seamless ITSM and faster service
Recommendations to others considering the product:
Great interface.
SolarWinds Service Desk
What do you like best about the product?
Ease of use and easy to onboard the team
What do you dislike about the product?
Limited ability to add new custom fields
What problems is the product solving and how is that benefiting you?
easier management of assets. Far less new equipment being ordered and money savings
Great Tool - Confusing Purchasing Process
What do you like best about the product?
My organization started our SolarWinds trial the day before we received Work From Home orders. Throughout the insanity, SolarWinds extended our trial significantly to allow us to deal with COVID while still testing the Service Desk product.
What do you dislike about the product?
I wish they were more forthcoming about the pricing structure. A lot of clarification was requested in terms of what features were included in each package, and what each package cost. The purchasing process was not smooth. Purchases are completed through a third party vendor. We were billed for the wrong package - WAY more expensive than the package we had requested. We aren't sure where the miscommunication happened, but it was frustrating to correct. Due to the incorrect billing, our customer success representative presented us with the services offered for the wrong package, so she had to back track and retract several service offers (they were out of scope). I found the package naming to be confusing as well - but that was probably because we were looking at other products that used the same tier names in a different order.
We had to spend a bit of time adjusting our vocabulary to follow the ITIL standards - we had never followed ITIL standards before we began working with SolarWinds. There are a couple of continuity issues with the terminology. For example: on the platform (backend) side, Knowledge Base articles are referred to as "Solutions," but on the user portal side they are referred to as "Knowledge Base Articles".
We had to spend a bit of time adjusting our vocabulary to follow the ITIL standards - we had never followed ITIL standards before we began working with SolarWinds. There are a couple of continuity issues with the terminology. For example: on the platform (backend) side, Knowledge Base articles are referred to as "Solutions," but on the user portal side they are referred to as "Knowledge Base Articles".
What problems is the product solving and how is that benefiting you?
Originally we were using Spiceworks. Our Spiceworks server had served us well, but we had outgrown its offerings. SolarWinds is allowing us to work, communicate and inventory items in a far more efficient manner than Spiceworks. The biggest benefit to us is the Self Service portal - our users are now capable of attempting to fix the problem on their own using information in the Knowledge Base before they reach out to us. Additionally, the Service Catalog allows us to streamline and expedite the process of common/standard requests such as computer upgrades, software requests, and new employee tech provisioning.
Recommendations to others considering the product:
Be sure to check out other products so your team has a good understanding of what's out there. Having a couple of different quotes on hand is helpful during the price negotiation process.
ALSO - you can import a lot of information in CSVs using their templates. I was not aware of that and ended up manually entering a significant amount of information.
ALSO - you can import a lot of information in CSVs using their templates. I was not aware of that and ended up manually entering a significant amount of information.
SolarWinds is the Service Desk of the future
What do you like best about the product?
Simple setup and high degree of customization
What do you dislike about the product?
More robust capabilities on the reporting side
What problems is the product solving and how is that benefiting you?
Work flow, Task Assignment but most importantly building a knowledge base for users to access on their own.
Recommendations to others considering the product:
Excellent Product that can be easily scaled to your specific needs.
A Service Desk to be proud of
What do you like best about the product?
Solarwinds Service Desk is a very powerful and customizable product. It has everything you need to manage your users issues and requests. It can also help manage all of your hardware and software assets.
What do you dislike about the product?
Implementation can be a little overwhelming. You need to make sure you have a good team to do the implementation and drive the roll-out forward.
What problems is the product solving and how is that benefiting you?
We've shortened the time to resolve users issues and have made the users more self sufficient by using the knowledge base.
Feature-rich product with great support
What do you like best about the product?
Automation capabilities that are easy to configure and understand
What do you dislike about the product?
The added cost for asset management with the per device-per month price going up with each service desk tier
What problems is the product solving and how is that benefiting you?
Service Desk solves the need for helpdesk ticketing that's easy to use, accessible via mobile device.
Recommendations to others considering the product:
Highly recommend it for companies that can give it the time it deserves to configure it in a way that optimizes the product for your company.
showing 81 - 90