SolarWinds Service Desk
SolarWindsExternal reviews
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Surprisingly easy-to-use!
What do you like best about the product?
I like the ease of creating new views, categorizing the tickets without opening them, and assigning from the main Incidents page.
What do you dislike about the product?
The reporting is quite rigid and the pre-canned reports aren't always what I want to see.
What problems is the product solving and how is that benefiting you?
We are solving inventory management, SLA oversight and multi-departmental use.
Recommendations to others considering the product:
Good value to be had with SolarWinds Service Desk. The ticketing is very easy to use and intuitive. If reporting is high on your list of must-haves, this app is a little lacking but otherwise is a solid product.
A Simple, Easy Service Desk Option
What do you like best about the product?
This product has a very intuitive, easy to user interface with lots of options. The improvements Solarwinds has made thus far further improve that experience.
What do you dislike about the product?
The cost, as compared to competition like JIRA Service Desk, is not very entry level friendly. JIRA gives smaller teams a more affordable cost of entry, compared to Solarwinds Service Desk.
What problems is the product solving and how is that benefiting you?
We use it for IT and HR helpdesk applications within our organization. It certainly meets that need.
Recommendations to others considering the product:
Make a true cost comparison with other platforms. If you have a very large team, this may be more cost effective than it is for a small team. At scale, it's likely you'll find some value here compare to the competition (Atlassian's JIRA + Confluence suite, for instance will cost more at scale).
Gets the job done
What do you like best about the product?
Solarwinds service desk provides a functional solution for IT help desk. My company uses this service for all non-JIRA ticketing. I have found it sufficient for all my needs, with some minor quibbles.
What do you dislike about the product?
I wish there were more options for automation to streamline our workflow.
What problems is the product solving and how is that benefiting you?
More accurate ticket documentation is a definite improvement and effective asset management is a tremendous benefit.
SA Manage implementation/review
What do you like best about the product?
Love the ease of use and configuration of the application. SAManage (SolarWinds) has allowed Streetlane to manage service requests in a more easy and structured way to provide our internal clients quicker service
What do you dislike about the product?
SLAs not very intuitive to implement. We are still not fully utilizing all the options available withing Solar Winds Service Desk
What problems is the product solving and how is that benefiting you?
we are now able to get reports from support service requests received by departments and we can identify gaps either in service or in training
Good! Easy to use!
What do you like best about the product?
The customization options for the client. Makes it easy to give the client the right needs
What do you dislike about the product?
The allowance for integration with other systems
What problems is the product solving and how is that benefiting you?
Setting up custom solutions
Recommendations to others considering the product:
Allow for greater variation when a company would like to integrate with other ticketing and solution systems like Acello.
Great core value with continual improvement
What do you like best about the product?
SaaS, having the Service Desk as software as a service has freed up our department to focus on production related projects.
What do you dislike about the product?
Saas, having the Service Desk as software as a service has sometimes required patience as roll-outs lacked basic functions such as Filter and sort.
What problems is the product solving and how is that benefiting you?
The software has freed up our department to focus on priority functions allowing us to complete more projects in a timely fashion.
Recommendations to others considering the product:
Great core functions with a push to continual enhancements
Using it for our help desk
What do you like best about the product?
As a manager I can see what is going on with all the tickets and view comments back and forth.
What do you dislike about the product?
Right now I haven't really found an issue
What problems is the product solving and how is that benefiting you?
All of our user and server issues. The whole team is aware of what is going on with issues. Users can see the progress in their issue.
Great service to manage help desk tickets and change
What do you like best about the product?
Separation of incidents, change, contracts and standardized form driven service request templates
What do you dislike about the product?
There could be better integration between contracts, software licenses and license compliance.
What problems is the product solving and how is that benefiting you?
We manage all of our SOX related change controls via Service Desk. Being able to record changes, test plans, rational and roll back plans and being able to associate them with tickets is great.
Solarwinds Service Desk formerly Samanage
What do you like best about the product?
Solarwinds recently acquired Samanage and rebranded the product Solarwinds Service Desk. As a new samanage customer, this caused a little anxiety but I'm happy to report that I think this has been a positive transition. Solarwinds as a great reputation for making strong products (we used other solarwinds products before this), and they seem to be actively developing the product. It's relatively affordable, very simple to administer, and customizable to the level we need.
What do you dislike about the product?
The online support resources are a little bit of a mess with the recent transition from samanage to solarwinds. I expect that to improve with time.
What problems is the product solving and how is that benefiting you?
Started with incident management, and we've added solutions and service catalog. We're just starting to roll out the portal.
Recommendations to others considering the product:
If you're doing Microsoft AD integration, do it right from the beginning of the process.
Excellent, Powerful Platform
What do you like best about the product?
The powerful interface masked with a clean UI. I like all the automation features and I especially like the automatic info harvesting from client machines.
What do you dislike about the product?
The system could be more intuitive, but it is also a larger system than is absolutely necessary for our company so I'm sure with more dedicated time it would be easy to master.
What problems is the product solving and how is that benefiting you?
The biggest benefit is the ability to instantly look up software and hardware info by user.
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