Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
724 reviews
from
External reviews are not included in the AWS star rating for the product.
Service Desk Review
What do you like best about the product?
The dashboard is very useful, and easy to access all tickets resources.
What do you dislike about the product?
no automation. All integration will pretty much need an API. Not a lot of integration apps.
What problems is the product solving and how is that benefiting you?
organizing ticket for the department and it allows more efficiency in our environment.
Modern Interface, Helpful Automation
What do you like best about the product?
It’s user-friendly and visually intuitive, which makes it easy for both IT staff and employees to submit, track, and resolve tickets without much training.
What do you dislike about the product?
While you can customize workflows and forms, some teams feel it lacks the deep flexibility of more enterprise-focused tools (like ServiceNow). For example, complex conditional logic or very granular permissions can be harder to achieve.
What problems is the product solving and how is that benefiting you?
Before using it, many teams rely on email or spreadsheets, which leads to lost tickets, slow responses, and no accountability.
Benefit: Everything goes into one central system with clear ownership and status tracking.
Benefit: Everything goes into one central system with clear ownership and status tracking.
Service Desk Review
What do you like best about the product?
Its ease of use and how it can integrate with many services.
What do you dislike about the product?
This is not a ding on the software itself but on the support side. Although support has been great, help with implementations, particularly around the use of APIs, SD support has not been very helpful.
What problems is the product solving and how is that benefiting you?
A centralized tool that staff can use to submit requests for help. The asset management modules allow us to track our assets.
Solid solution for ticket handling
What do you like best about the product?
The ticketing system is highly effective for managing IT support across departments like curatorial, education, conservation, and facilities. Staff can easily submit tickets through an intuitive interface, while IT teams benefit from automated workflows, ticket prioritization, and SLA tracking. This ensures quick response times and consistent communication—critical in environments where downtime can impact public programming or exhibition schedules.
What do you dislike about the product?
It doesn't offer deep customization for cultural institution systems out-of-the-box,
What problems is the product solving and how is that benefiting you?
Efficient ticket handling across diverse departments
Strong asset tracking—including non-standard equipment
Intuitive interface for both IT and non-technical staff
Scalable for institutions of various sizes
Strong asset tracking—including non-standard equipment
Intuitive interface for both IT and non-technical staff
Scalable for institutions of various sizes
Easy to use
What do you like best about the product?
User friendly, easy to understand, inventory control and detail is amazing
What do you dislike about the product?
I don't really have anything I dislike about this product
What problems is the product solving and how is that benefiting you?
Inventory control and incident management for the entire company
Solarwinds Service Desk Usage
What do you like best about the product?
Simplicity to use, the UI is not bloating and is clean
What do you dislike about the product?
Maybe it's a little too simple, could use some better features and templates for ticket responses
What problems is the product solving and how is that benefiting you?
Mainly just use this for ticketing and it's good for that reason in our environment.
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.
Lots of good but some Really Bad points
What do you like best about the product?
The platform is wonderful. It was easy to setup and start using. We use it every day all day. It has several features that are nice with being able to have separate organizations to separate departments was nice.
What do you dislike about the product?
The worst part is the support. We have a ticket currently that has been open for over a month with little progress. The support has been less than helpful to the point where we are considering other options as the part that is broken is one of our major systems.
What problems is the product solving and how is that benefiting you?
The UI is great and easy to use and the customer portal allows our end users to interact with us more.
Great Product for IT Services
What do you like best about the product?
Our agency of 550 employees uses Solar Winds for IT and Facilities needs for over 8 years now.
What do you dislike about the product?
Mobile App to be more innovative and easy to use
What problems is the product solving and how is that benefiting you?
Easy way to store project and task items for multiple employees.
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.
- 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.
showing 1 - 10