SolarWinds Service Desk
SolarWindsExternal reviews
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SolarWindows Review
What do you like best about the product?
It's an excellent way for us to keep track of tickets that have been created by our users. Furthermore, when tasks are completed, we can close them and also generate pdf reports for our line manager.
What do you dislike about the product?
The user interface could be improved a little bit to make it more modern, also I notice some glitches with some of the buttons when scrolling through various open tickets
What problems is the product solving and how is that benefiting you?
With SolarWindows we can now properly maintain and assist users with IT related problems
Recommendations to others considering the product:
A great resource for IT teams to manage their tasks, fully recommend it.
Solarwinds Samanage Service desk
What do you like best about the product?
Easy to use and able to make custom workflows
What do you dislike about the product?
Procurement part can use some improvement
What problems is the product solving and how is that benefiting you?
Ticketing system allows us to organize tasks and manage work flows
Recommendations to others considering the product:
Great product for building custom catalogues and workflows
A Product with a Great Interface, but need to expand capabilities
What do you like best about the product?
The best thing about the SolarWinds Service Desk is certainly the interface. It is easy and quick to assign jobs and make comments, even on the mobile app.
What do you dislike about the product?
I wish the software was not tailored just for IT departments. We don't use over 50% of the software, and then are frustrated when the vendor is unwilling to add on more process-management functionality.
What problems is the product solving and how is that benefiting you?
We have significantly reduced email congestion for our team, and eliminated doubling up on my jobs. We also have better tracking and reporting on what our teams are doing.
Recommendations to others considering the product:
Consider if you'll be able to completely move away from emails for your ticketing. If not (as is our case), it may result in email flooding, when the point was to reduce email.
Simple but Flexible platform to manage tickets and change contro
What do you like best about the product?
Usage is simple. Reporting is flexible. Capability to do agent driven asset and license management. Contract management. Email integration works really well. Replies captured in comments.
What do you dislike about the product?
Although basic features are easy to configure and use things get complicated once additional configurations are implemented. Conditional fields, complex forms and workflows are hard to build.
What problems is the product solving and how is that benefiting you?
Helpdesk ticket management, change control for regulated systems, asset and software tracking.
Great Helpdesk, Management and Documentation Tool
What do you like best about the product?
A great, in-depth solution to keeping track of helpdesk incidents, inventory of software, and solutions database.
What do you dislike about the product?
There are some bulk import items that require use of the API, which can be a bit annoying.
What problems is the product solving and how is that benefiting you?
This has helped us prioritize incidents and allowed use to sustain an easy-to-create and read solutions database to decrease downtime for our users.
Time Saver
What do you like best about the product?
The ease of use in submitting to the helpdesk has improved communication of issues and requests to/from our customer. Entering an issue or request via the portal is simple and streamlined. From the back office perspective, adding additional detail (category, status, etc.) is very simple and a time saver for the Helpdesk. We are quickly able to asses where we on for the day using the dashboard functionality, which includes a quick glance into how customers feel about the service they have been provided.
We are excited to move into the next phase of SolarWinds’ Samanage which includes Asset Management, building out / adding additional elements to the Service Catalogue, and implementing Problem and Change Management. As a result, we look forward to the time savings and transparency we will provide to our customer.
We are excited to move into the next phase of SolarWinds’ Samanage which includes Asset Management, building out / adding additional elements to the Service Catalogue, and implementing Problem and Change Management. As a result, we look forward to the time savings and transparency we will provide to our customer.
What do you dislike about the product?
Not applicable at this time. However, we will update once we have additional feedback.
What problems is the product solving and how is that benefiting you?
Communication with our internal customer. Communication within the Helpdesk team
Clean and simple service desk with all the right integration
What do you like best about the product?
Service desk integrates perfectly with our Solar winds RMM system and allows our first line to log proactive tickets
What do you dislike about the product?
There could be more depth to ticket rules and templates
What problems is the product solving and how is that benefiting you?
Efficient ticket management for inhouse and external staff
Recommendations to others considering the product:
Does what it says on the tin
The best way to get IT done
What do you like best about the product?
The ease of access for the end-user to send an email and ask for help. Solar winds have always helped us with any questions that we have and answer all questions quickly and in a timely manner.
What do you dislike about the product?
sometimes it is difficult to construct new help desk processes when we do have an issue they are quick to respond and get the issue resolved.
What problems is the product solving and how is that benefiting you?
Help desk and Human Resources
Recommendations to others considering the product:
If you have any questions their service desk is top-notch
SolarWinds Service Desk
What do you like best about the product?
Ease of use and setup. Ability to use solutions for customers to self-serve and not enter tickets.
What do you dislike about the product?
Would be helpful to be able to modify users without needing full admin rights
What problems is the product solving and how is that benefiting you?
Our previous solution was cumbersome and not easily modified. The new system is very easy to set up and use. We especially appreciate the solutions capability so our customers can self-help without needing to create a ticket.
Recommendations to others considering the product:
Price is negotiable.
Easy to Start, Tons of Customization Options, User Role Assignements a Little Manual
What do you like best about the product?
SolarWinds Service Desk is a hosted ticketing and asset management system that covers quite a bit of the ITSM field. The integrations, asset management, and ticket management is very easy to understand.
What do you dislike about the product?
Though it takes a bit to set up, one minor complaint is that you seem to have to manage users and their roles within the web page, there isn't an easy way to assign "Service Agent Users" outside of the console, as I would like to do so in Active Directory or similar. The only issue I have had with SolarWinds in general is their sales people are extremely aggressive which can sometimes turn off me, and my leadership, to the company in general.
What problems is the product solving and how is that benefiting you?
We solved for having a minorly functional ticketing system that was not installed or set up correctly in the first place. This product has solved that issue by being a hosted solution that prevents installation and configuration errors in the very beginning.
Recommendations to others considering the product:
Ensure you pick a good Domain name for the service desk site and contact any support as soon as you can for any issues, especially during the trial phase.
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