SolarWinds Service Desk
SolarWindsExternal reviews
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Its how we track customer success
What do you like best about the product?
The ability to collect data and allows our organization to track and resolve issues.
What do you dislike about the product?
There is not a whole lot that we do not like. But the startup and implementation are challenging.
What problems is the product solving and how is that benefiting you?
We can track most re-occurring issues and develop strategies to provide a better experience to our customers.
Recommendations to others considering the product:
I recommend you provide upfront training to end-users. I also recommend you fully develop the strategy in which you will use the system.
Easy to configure, aligned with ITIL
What do you like best about the product?
Incident workflow config is very intuitive. Importing users from Azure environment, single sign on, easily configurable categories.
What do you dislike about the product?
ONly 2 levels of categories (Category, sub-category) lack of custom report builder.
What problems is the product solving and how is that benefiting you?
We implemented a centralised service desk for IT and Facilities departments. Also, we managed to create a guest access fro tenant organisation, which interacts with Facilities but does not interface with IT.
Easy, fast to use!
What do you like best about the product?
I like the simplicity for the end-user and the technician alike to fill out a ticket. There are so many cumbersome systems out there that require filling out way too many fields. Solarwinds doesn't make it that complicated.
What do you dislike about the product?
The layout could be more compact - I like tight designs without extra spacing and padding to see things quickly and more efficiently.
What problems is the product solving and how is that benefiting you?
Mainly using for helpdesk tickets, but it's been amazingly simpler and more streamlined than our previous solution, which makes it easier for me to want to use and track information.
Recommendations to others considering the product:
It's one of the easiest helpdesk software platforms I've used, and I've used about a dozen of them.
Great package - has brought order to our IT department
What do you like best about the product?
Very thorough inventory process, nice ticketing system, nice email integration
What do you dislike about the product?
Customization could be improved. There are some fixed categories like Incidents/Changes/Releases/etc. that don't directly apply to us that I'd prefer to rename or create my own, but that option is not present. Also, we were sold a tight integration with Dameware that has not been very tight.
What problems is the product solving and how is that benefiting you?
It's basically given us a great ticketing system and ongoing service record for machines. It's much easier to keep track of problem machines and users and identify which facilities make the most use of our resources.
Easy to use and feature rich
What do you like best about the product?
SolarWinds Service Desk loads quickly and makes keeping track of tickets simple.
What do you dislike about the product?
For some reason we aren't able to assign multiple people to a ticket.
What problems is the product solving and how is that benefiting you?
We're using it to provide our users with good timely support.
It has a good reputation when IT is concerned
What do you like best about the product?
Reliable tools. Its a fun environment which it drives your skills and friendship towarss your peers.
What do you dislike about the product?
There's no dislikes or whatsoever, there are challenges which it keeps us motivated at the same time
What problems is the product solving and how is that benefiting you?
SLA is one of the most inportant role in the business which leads to customer satisfaction.
Great asset management tool
What do you like best about the product?
It is a powerful point of contact between the service provider and the users to manage incidents. I like the Service Desk Live Chat.it is great Automate IT asset management
What do you dislike about the product?
The UI and search function can be improved for better experience
What problems is the product solving and how is that benefiting you?
Solarwinds service desk is used for handling incident tickets for customers. With the agent, I am able to see and monitor software, hardware and peripherals connected to the computer.
SolarWinds Service Desk - My Take
What do you like best about the product?
I like it for managing our service tickets. For our team of three, it is a great way to track, update, and assign priority to issues.
What do you dislike about the product?
I wish we could tailor it a little bit more to our exact needs. it seems like more of a "here it is" type of product.
What problems is the product solving and how is that benefiting you?
We use it for issue management. We can see each other's tickets and help out if necessary. It is also good to use for problem history. We can't document everything we do, so sometimes we use it to problem solve.
A user of Solar Winds Samanage Service Desk
What do you like best about the product?
Ease of use and visibility. When setup to service your clients, it's a very easy to use ticketing system. Setup in almost a spreadsheet like view, tickets are easy to work with.
What do you dislike about the product?
Some of the reporting needs to be easier.
What problems is the product solving and how is that benefiting you?
Ticket tracking as well as areas of more need. Being able to build reports designed to automate operations and solve problems globally.
Recommendations to others considering the product:
Great product for incident management. Easy to use and lots of reporting options including bar graph and pie charts.
Easy to use Service Desk for IT Teams
What do you like best about the product?
Plenty of information available at my fingertips.
What do you dislike about the product?
There can be inaccuracies due to the agent reporting old software
What problems is the product solving and how is that benefiting you?
Proper incident management. Benefits being better asset management.
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