SolarWinds Service Desk
SolarWindsExternal reviews
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single place for it service management
What do you like best about the product?
secure cloud based platform
flexible creation of self service forms
workflow engine is great and they are in process of making it even better and also can integrate in SSO.
flexible creation of self service forms
workflow engine is great and they are in process of making it even better and also can integrate in SSO.
What do you dislike about the product?
search function needs to be enchanced.
when another technician is viewing the same ticket. it must be locked/inform other agents.
custom report building is difficult to create.
when another technician is viewing the same ticket. it must be locked/inform other agents.
custom report building is difficult to create.
What problems is the product solving and how is that benefiting you?
Incident managent
asset management
email to ticket processing
asset management
email to ticket processing
Recommendations to others considering the product:
yes I will definitely recommend
A versatile Help Desk tool
What do you like best about the product?
Solar Winds provides a great platform to conduct your day-to-day helpdesk needs. It provides a great experience via their Web portal when sitting at your desk or through their cell phone application when on the go moving between spaces.
What do you dislike about the product?
Some of the features are less intuitive or less exacting than I would like. They provide a solutions database comprised of various solutions and feedback peers have created over the years. This database needs to be improved to provide more ways to filter out unneeded items to find the answers you are searching for as most searching end up providing hundreds of answers, after a few years, with many being irrelevent,
What problems is the product solving and how is that benefiting you?
We solve day-to-day helpdesk support and problem troubleshooting across multiple teams. It provides a great way to share data/information between teams and keep a detailed record of our users' interactions.
Flexible system for IT support and asset management
What do you like best about the product?
Simple for staff to use for logging support issues, allows support staff to be notified quickly of any problems and communicate with other team members or reassign this as needed. The ability to also assign an email to each subcategory allows system alerts to be quickly assigned to the correct place to allow for effective resolutions and monitoring.
The asset manager allows a range of assets to be loaded within the system; these can then be assigned to a support ticket to monitor reoccurring issues effectively.
It is also possible to configure user groups to have a unique view of categories and cases for each user. This is key in a business that operates in wide-ranging department types. We have used this to minimize the categories available to staff to avoid tickets being raised in incorrect categories - shops/warehouse and office staff will experience very different issues and we wanted to keep this as simple as possible to encourage its use. The same configuration also allows line management to have visibility of any support issues raised by their team to allow for effective escalation.
It's also great to see continuing development, the recent rollout of the team's integration could be a significant step forward in making this easy to use.
On a final note, I wanted to point out how helpful the support staff are at SolarWinds, they are easily contactable via a live chat option for admin users. They are clear and take the time to understand the issue and find the best solution. Many great systems are let down by the support staff, fortunately, this is not one!
The asset manager allows a range of assets to be loaded within the system; these can then be assigned to a support ticket to monitor reoccurring issues effectively.
It is also possible to configure user groups to have a unique view of categories and cases for each user. This is key in a business that operates in wide-ranging department types. We have used this to minimize the categories available to staff to avoid tickets being raised in incorrect categories - shops/warehouse and office staff will experience very different issues and we wanted to keep this as simple as possible to encourage its use. The same configuration also allows line management to have visibility of any support issues raised by their team to allow for effective escalation.
It's also great to see continuing development, the recent rollout of the team's integration could be a significant step forward in making this easy to use.
On a final note, I wanted to point out how helpful the support staff are at SolarWinds, they are easily contactable via a live chat option for admin users. They are clear and take the time to understand the issue and find the best solution. Many great systems are let down by the support staff, fortunately, this is not one!
What do you dislike about the product?
When attempting to use the email only option we found that it was not as intuitive as we would have liked, new tickets would be created for replies rather than adding this to the existing ticket. Although i will confess we have adopted well to a portal set up where all users login and have not looked at this for at least two years so may have improved.
What problems is the product solving and how is that benefiting you?
We use this as an IT support system, it has helped us deal with 15,000 support issues in the last two years. Staff within the business find it is a great tool to get them the help they need as quickly as possible.
Transparency is Key
What do you like best about the product?
Using the Solar Winds Service Desk has provided a level of transparency between IT and our clients that wasn't available before. This has increased satisfaction with our response time because end users see every step of the process from the time they submit a ticket until it is resolved.
What do you dislike about the product?
Creating automated processes can be tedious if you don't pay close attention to every step. One misstep and the entire process fails. So sketch out your If This Then That schematic before taking it on.
What problems is the product solving and how is that benefiting you?
We handle all day-to-day IT requests on the Service Desk. We also use the Service Catalog to request new equipment. And recently, we've expanded the use to our Business Department, who now processes all reimbursement requests through a ticket request as well.
Easy to use, cost-effective, cloud-based service desk platform
What do you like best about the product?
Ease of use, cost for enterprise, cloud-based
What do you dislike about the product?
Doesn't have a large market share yet, though since purchasing Samanage, that has improved.
What problems is the product solving and how is that benefiting you?
ITIL-compatible service desk. Google authenticated, equipment inventory.
SolarWinds Help Desk Essentials
What do you like best about the product?
SolarWinds Help Desk Essentials good combination of help desk and remote support software helps us manage and resolve IT tickets faster. We can monitor our entire network quickly, and in case of any issue, we can rectify them quickly and fast. So our business will not be safer and work soomtly. we can resolve user and customer issues fast basis and provide a proper response to them.
What do you dislike about the product?
Sometimes we can not get accurate information from Solarwind because network devices do not sync to Solarwind, so its affecting our Network, web server traffic, and application.
What problems is the product solving and how is that benefiting you?
We can easily integrate with our network devices and data centers so we can monitor entire devices with one solution so our customer will not hamper and get any outage.
Recommendations to others considering the product:
Its centralize, and automate help desk management tasks also provides flexibility to automate ticket assignment, routing, escalation, and SLA alerting. We can offer any solution quickly basis.
SolarWinds Service Desk Review
What do you like best about the product?
The smooth feel of the help desk module. The efficiency of the asset management module.
What do you dislike about the product?
There were no dislikes. The features worked exactly as they should.
What problems is the product solving and how is that benefiting you?
Asset management was always a problem, but with SolarWinds Service Desk, asset management was simplified and unified in one spot.
Recommendations to others considering the product:
Great Product and easy to set up and use/manage.
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
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