All-in-One Ticketing, Incidents & Asset Management That Speeds Resolutions
What do you like best about the product?
This brings Ticketing, incident tracking and asset management into on platform.it makes it easier to resolve issues
What do you dislike about the product?
The repotting tools are that flexible or powerful
What problems is the product solving and how is that benefiting you?
This solves the issue of disorganized IT Support by centralizing asset management and tickets which helps me resolve issues faster
Provides superior visibility and efficiency with excellent analytics capabilities
What is our primary use case?
Instead of Traverse, we are now using SolarWinds Hybrid Cloud Observability, as we have replaced Kaseya Traverse with that. I recommend it to my customers.
We are now dealing with SolarWinds Service Desk also, in addition to SolarWinds Hybrid Cloud Observability.
Currently, in-house, we were using Kaseya Vorex, which is a professional service automation platform, and we had now planned to replace that with SolarWinds Service Desk, even in-house. For clients, we have already rolled out SolarWinds Service Desk, and we are also planning to migrate to it internally.
What is most valuable?
What I appreciate the most about the product is that, as per the name given, it brings better visibility to the client in terms of their infrastructure, application, and performance.
SolarWinds Service Desk is a quite matured product now, making it one of the best options on the market.
The incident management feature is aligned to the ITIL framework.
The asset management feature is also a very thoughtful framework they have implemented. Right from onboarding an asset till scrapping it, the complete lifecycle is cleanly maintained within the system itself. All the approval chains, their logs, and even the contract information have been made very easy for the users to maintain.
The knowledge base feature is an out-of-the-box knowledge base, and additionally, we can integrate our own DMS. Machine learning is something that they have been following, and we can integrate an external DMS with that, which helps in searching SOPs and even the global knowledge base over the internet, allowing it to be searched within the same single window itself.
Change management in SolarWinds Service Desk is linked with the service catalog, and since it also has a service portal, a self-service portal for users, introducing a service catalog that's integrated with the change management actually completes the flow and makes life easier for IT administrators.
What needs improvement?
The industry standard practices that this product is already certified for show that there will always be room for improvement since it is a service-led product, so we'll keep on giving feedback wherever there is an improvement needed.
The only additional features I would like to see in the future, to make it closer to perfection, are intelligent features that are currently being developed on the cloud platform and not on the on-premise model.
For how long have I used the solution?
I have been dealing with Hybrid Cloud Observability by SolarWinds for almost two years now.
What was my experience with deployment of the solution?
The initial setup of SolarWinds Service Desk is very easy, as it is not complex, and a major part of the things are already in place, so it doesn't take much time to set up and get onboard.
What do I think about the stability of the solution?
The product has been stable overall, as I do not have many issues. We have been serving more than 50 clients now, and as of today, we have onboarded or migrated to the SolarWinds platform, and it is going well, meaning we are expanding further.
What do I think about the scalability of the solution?
It is scalable, and being a managed service, we thought of scaling, so it has to be a scalable product in our case as well.
How are customer service and support?
I have not experienced the technical support by SolarWinds yet because we have our own team already built for maintaining, managing, and supporting these kinds of products.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
Before choosing SolarWinds Service Desk, my customers evaluated other options, as we had spent a lot of time with Kaseya Vorex. We were also exploring Datto, which is another company that they had acquired, but the response was very poor. For that reason, we then tried ServiceNow and Symphony, but we found that SolarWinds Service Desk is best suited to our business model as a managed service, which is why we moved ahead with that.
How was the initial setup?
The initial setup of SolarWinds Service Desk is very easy, as it is not complex, and a major part of the things are already in place, so it doesn't take much time to set up and get onboard.
What about the implementation team?
We have not experienced technical support by SolarWinds yet because we have our own team already built for maintaining, managing, and supporting these kinds of products.
What other advice do I have?
I think the pricing of SolarWinds Hybrid Cloud Observability is now comparative and suited to our business model, which is the reason we have moved to that.
It has actually helped my customers' technicians to improvise upon their efficiency, and since it has an out-of-the-box knowledge base as well, that has helped a lot in managing and resolving service requests and incidents.
In leveraging the analytics and reporting capabilities, I find that it is excellent, as we have experienced. By default, they provide the widgets with all the major KPIs that are required to look at the service experience.
On a scale of one to ten, I rate SolarWinds Service Desk a nine.
One of the best Ticketing System outt here
What do you like best about the product?
This platform is very easy to use.
This is also great for reporting.
I like the fact that it shows the Ticket priority unlike other ticketing systems we have used before
What do you dislike about the product?
I don't have anything I dislike about SolarWinds Service Desk
What problems is the product solving and how is that benefiting you?
It helps to streamline service helpdesk tickets and incident resolution is one platform
SolarWinds ITSM Portal
What do you like best about the product?
SolarWinds Service Desk fulfils the very core need of an ITSM portal by providing rich, interactive Portal for both User and Admin sides. `
What do you dislike about the product?
The ITSM portal takes some time to load the entire page, which sometimes feels sluggish and affects user experience.
What problems is the product solving and how is that benefiting you?
IT provides automation rules that help categorize tickets automatically.
The automated ticketing feature helps schedule important tasks that need to be triggered in the future, enabling the IT team to be more proactive in taking action.
SolarWinds Service Desk Review
What do you like best about the product?
SolarWinds Service desk is a great solution for a small company. Our company is using it to replace our Spiceworks ticket system with a ITSM system that is built for small to medium sized businesses. The interface has built in features such as an asset system to track any network device, computer and assign them to users. It also pulls all the info of the asset that it is able as well as peripherals that are attached to the system. SolarWinds also offers a workflow option to automatically assign tickets to certain groups or users that handle certain tasks such as new hire workflows where many steps or tasks need to be completed by different people. SolarWinds helps this make a workflow to go though all these steps with each user completing their task in the workflow to help track the progress of a ticket from start to finish.
What do you dislike about the product?
One of the main thing that is frustrating about SolarWinds Service desk is the search function for Asset management. For some reason you must put in the entire computer name when looking up machines
What problems is the product solving and how is that benefiting you?
SolarWinds replaces our current ticket system and adds a asset management tracking component to help track the asset that the end user is having problems with. It also adds integration for remote management of systems within the ITSM which is very helpful to us as we don't have one that integrated currently.
Solarwinds Service Desk is my memory
What do you like best about the product?
Solarwinds Service Desk (SWSD) is my historical memory. That is its greatest feature. With so many small and unique application tickets coming, this is my goto repository for recalling steps toward resolution. Its features allow the relating of similar tickets, problems and solutions, all leading toward quick solving of problems.
What do you dislike about the product?
- Lack of fixed font for documenting code
- I don't think tag searching works very well
- Inability to search by subcategory
- Solution images are falling off. Images speak 1,000 words and are critical in solutions. I've been told that I am not saving the images correctly, that I should not be pasting images but instead saving images to disk and then importing them. Nope. Sorry. Paste works fine. If the application is not able to handle that correctly, solve the problem.
What problems is the product solving and how is that benefiting you?
It's my memory store. I cannot remember everything that happens in a day, over the course of a week or month or years. But I can search the repository of incidents to find similar details and determine the correct course of action. In addition, should I be hit by a bus, my colleagues have a huge repository of incidents to determine what needs to be done.
Great for ticketing, solution management, and asset management
What do you like best about the product?
Highly customizable to whatever automations, rules, reminders, etc. that your team needs to run their ticketing and asset management efficiently. Very simple to integrate our onboarding/offboarding flows, publish request forms for our customers to access, and more.
What do you dislike about the product?
There is nothing to necessarily dislike about SolarWinds from a ticket manager perspective -- I think for end users it can be a bit cumbersome with how much is sent in each update email.
What problems is the product solving and how is that benefiting you?
SolarWinds Service Desk is managing our ticketing system and asset inventory. This helps us keep users, their hardware, and their issues under one umbrella.
Solar Winds Service Desk
What do you like best about the product?
Excellent and concise browser-based dashboard showing trouble ticket status, sortable by ant coulumn of interest. No user software to install.
What do you dislike about the product?
Nothing! As a user, it suits my needs perfectly.
What problems is the product solving and how is that benefiting you?
We use Service Desk as our primary IT problem ticket entry and resolution portal. Users can enter tickets by simply creating an email.
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.
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
