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Works great for us.
What do you like best about the product?
I like how comprehensive it is, that you've got incidents, changes, solutions, etc. all in one package. Support is fantastic.
What do you dislike about the product?
I wish we had the ability to "nest" Incidents (create parent-child tickets). I also wish we had the ability to connect Incidents to a Problem, and have those Incidents close automatically when the Problem closes. It would also be nice to be able to comment and change status on multiple Incidents at once.
What problems is the product solving and how is that benefiting you?
Losing track of when contracts expire. It's great to have a tool to help us manage that.
Recommendations to others considering the product:
Give it a try.
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Final Decision Maker
What do you like best about the product?
Ease of use. I am not going to fill this box with likes.
What do you dislike about the product?
No dislikes. Since I do not have any dislikes.
What problems is the product solving and how is that benefiting you?
Help Desk Calls for service or incidents.
Recommendations to others considering the product:
just move forward.
My Review
What do you like best about the product?
The product is very easy to use. We migrated from a very complex, antiquated, on-premise system. We were able to import the assets a and other items into SWSD. The interface is VERY customizable. We found that creating our custom forms, service catalog and change catalog was a straight forward process. We opted to standup different modules overtime to make the migration easier.
What do you dislike about the product?
The process to import assets, hardware, and other items can be very difficult. We had our data in CSV format. The process of using RUBY and the API was not user friendly.
What problems is the product solving and how is that benefiting you?
The goal was to have an ITIL service desk that could replace our current system. Our requirements were very specific. SQSD met all the requirements.
IT Manager
What do you like best about the product?
Ease of deployment and use to our end users.
Ease of use for agent/s.
On-boarding was through and complete.
Users like the styling and availability of the new Service Desk.
Ease of use for agent/s.
On-boarding was through and complete.
Users like the styling and availability of the new Service Desk.
What do you dislike about the product?
Doesn't show when another technician/service desk agent is viewing the same ticket.
Deployment of the Solarwinds Discovery Agent does not have a .msi file making it difficult to roll out across a internal network.
Deployment of the Solarwinds Discovery Agent does not have a .msi file making it difficult to roll out across a internal network.
What problems is the product solving and how is that benefiting you?
Much quicker resolution time, Users are responding to communication more with our new Service Desk.
This service desk is more intuitive for our users and initial feed back has been very positive and well received.
This service desk is more intuitive for our users and initial feed back has been very positive and well received.
Recommendations to others considering the product:
Give it a try, it's easier than you might think and has everything you would need in a Service Desk product. It's also made getting all our users offsite and working from home during COVID much easier.
Oscar Serrano Altamed review
What do you like best about the product?
I like the idea of suggestions and tags to certain articles or knowledge base.
What do you dislike about the product?
Maybe an easier way to create new templates.
What problems is the product solving and how is that benefiting you?
We have not launched yet but we are in the process of designing our service desk.
Recommendations to others considering the product:
Possibly integrate with sccm.
Its not just about Help Desk Tickets anymore, Get SolarWinds Service Desk to track your inventory!
What do you like best about the product?
I really like how easy it is to install, upgrade and manage. We are now taking advantage of the ability to track our assets, along with expiration dates, followed up with notification e-mails! This really is a phenomenal product, and it costs pennies to purchase and maintain!
What do you dislike about the product?
I really don't have any negative point for this particular product. Solarwinds had taken the time to develop a great tool to assist the help desk function and beyond. Most of our tickets are handled remotely, which really helps during the COVID. I would compliment Service Desk with Dame Ware, I call that a smashing duo!
What problems is the product solving and how is that benefiting you?
We have saved so much time using Solarwinds Service Desk. We have a knowledge base and have developed a great system for both user and technician. We document all business thru the Service Desk, so there are reporting matrix available for management. Like I said above in my dislikes, we compliment Service Desk with Dame Ware and fulfill over 80% of our tickets remotely.
Recommendations to others considering the product:
If you are considering any type of Help Desk / Service Desk software, give Solarwinds Service Desk a try! You can demo any Solarwinds product for 30 days and see if it fits your organizational needs. I got started with Demos of Solarwinds products, now I have the whole suite assisting my organization. Solarwinds is definitely the best bang for your buck! Every product is back by great support, and an amazing community called THWACK. Join the users group and you will never have to put in a support ticket!
SolarWinds Service Desk - Just Okay
What do you like best about the product?
I like that SolarWinds Service Desk has the ability to host assets, tickets and create profiles for the service desk members, users and external clients.
What do you dislike about the product?
Solar Winds Service Desk has many annoying things about it. First of all it is usually very slow to load regardless of the speed of your internet connection. Secondly, the search function is not very user-friendly and requires a lot of specialization to find the results you are actually looking for.
What problems is the product solving and how is that benefiting you?
We are using SolarWinds Service Desk for our ITSM. It is not the best system we have used but it can log assets, IT tickets and a user database so it gets the job done.
Recommendations to others considering the product:
I would strongly recommend finding another cloud-based ITSM system. SolarWinds Service Desk is not the best solution and there are other systems that are faster, cheaper and more user-friendly.
Nice software
What do you like best about the product?
It has file transfer, remote command line and is reasonably priced
What do you dislike about the product?
Sometimes the connections are very slow.
What problems is the product solving and how is that benefiting you?
Allows me to be in multiple places within a short period of time. I have accounts that are over 200 miles apart.
I can be somewhere remotely within minutes.
I can be somewhere remotely within minutes.
Excellent Service Desk Solution
What do you like best about the product?
The ease of use, the clean interface. The entire solution is very easy to get setup yet still has the ability to be complex for those who need it to be.
Solarwinds Service Desk has a very intuitive automation system allowing vast control of every aspect of tickets, not to mention the control you can get with API use. By combining the internal automation and using API to setup custom automation through powershell, the system allows to you to control everything and do what you need it to do, when you need.
Solarwinds Service Desk has a very intuitive automation system allowing vast control of every aspect of tickets, not to mention the control you can get with API use. By combining the internal automation and using API to setup custom automation through powershell, the system allows to you to control everything and do what you need it to do, when you need.
What do you dislike about the product?
There are some limitations like how much you can customize when notifications are sent or not sent. Also some areas don't get any notifications which is annoying.
The reporting is confusing and not straight forward. After a year of use and vendor training, we still don't quite understand how it works and just export our tickets into a CSV to do manually reporting.
The reporting is confusing and not straight forward. After a year of use and vendor training, we still don't quite understand how it works and just export our tickets into a CSV to do manually reporting.
What problems is the product solving and how is that benefiting you?
Change management, incident management, release management, problem management, service catalog, transparency with the IT department and the business.
Recommendations to others considering the product:
Do your research, do a demo and make sure it is what you need.
Great design and functionality in real time.
What do you like best about the product?
Most Helpful:
Saas, cloud hosted design, API and asset discovery.
Saas, cloud hosted design, API and asset discovery.
What do you dislike about the product?
That the approval process for change management is not included automatically in the change a management template. For instance, for each change request I have to create a process. I know there is a change catalog but that seems very convoluted for a simple addition.
What problems is the product solving and how is that benefiting you?
Global Search, seamless ITSM and faster service
Recommendations to others considering the product:
Great interface.
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