SolarWinds Service Desk
SolarWindsExternal reviews
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Great for MSP
What do you like best about the product?
Ease of use and email alerts- Easy setup- I love the alerts bout system performance-Antivirus and backups. Proactive instead of reactive is what I like and can address issues before the client even knows there are issues
What do you dislike about the product?
Some checks are not removable-Can be too much info
What problems is the product solving and how is that benefiting you?
Monitoring servers and workstations- alerts me about events in real time so I am not surprised when the client calls about issues-very proactive
Recommendations to others considering the product:
N/A
Advanced IT asset Management tool
What do you like best about the product?
This tool has helped me a lot in managing the technical issues that were related to my IT system in the organization. Through this software it is very easy for me to tackle and manage the unwanted incidents that could be a hurdle in the supply of continuous services to my customers. Through one channel now I can handle the working of the numerous desktops and through its features of employee service management, it has opened new ways for me to handle employs queries so that, they can work with consistency.
What do you dislike about the product?
It lacks much integration which could be helpful in sharing the cloud base data files. In addition the pricing policy is very much high due to which it is not widely available.
What problems is the product solving and how is that benefiting you?
Through this software I am capable of providing the knowledge based services to my employees so that they can have the detail idea about how to many the basic issues. The most important think I like about this tool is that it has enabled me to teach my team members how to manage the things their won, by providing the tutorials and step by step guidance.
Recommendations to others considering the product:
It is highly recommended for the large business set ups and those which are dealing with customers services, it will help you to collaborate you team and within a loop you can better tackle the everyday problems.
SolarWinds Supporter
What do you like best about the product?
Ability to add comments, track tickets, and communicate with user directly in the app.
What do you dislike about the product?
Options limited to what is configured, and as a supporter, I am unable to add any myself.
What problems is the product solving and how is that benefiting you?
User help desk requests, common solution database
Recommendations to others considering the product:
Make sure it is adequately and correctly patched
New SolarWinds Service Desk User--Super Happy!
What do you like best about the product?
The efficiency this has brought to our team is fantastic. Quicker resolution times, customer responses, custom states, categories, forms, this all helps.
Updating ticket status, category, assigned user can all be done from the Incident List page.
Potential for growth. This is a very scalable software, that we eventually plan on bringing on several other departments to use for requests as well.
Hosted product, so this does not take up any server space. Also, it is accessible form outside of our network.
Customizable, easy to create your user portal, custom categories, custom forms, fields, etc.
The discovery agent was pushed out by SCCM and we can assign primary users. This will allow us to identify systems that have required higher amount of maintenance, so we can look at replacing those systems before they cause any further problems.
Updating ticket status, category, assigned user can all be done from the Incident List page.
Potential for growth. This is a very scalable software, that we eventually plan on bringing on several other departments to use for requests as well.
Hosted product, so this does not take up any server space. Also, it is accessible form outside of our network.
Customizable, easy to create your user portal, custom categories, custom forms, fields, etc.
The discovery agent was pushed out by SCCM and we can assign primary users. This will allow us to identify systems that have required higher amount of maintenance, so we can look at replacing those systems before they cause any further problems.
What do you dislike about the product?
The only thing I can pick on is the Single Sign-On setup was a little more cumbersome than I would've like. It does however sync with Active Directory.
Honestly I would prefer to use the portal login page, but my company requires single sign-on. With that setup, it bypasses the login page.
Since implementing this, learning the permissions for different roles takes a little time, but the support for helping with this has been great.
There is nothing else that I have seen that would be considered a 'dislike'. This software is working great for our department and our organization as a whole.
Honestly I would prefer to use the portal login page, but my company requires single sign-on. With that setup, it bypasses the login page.
Since implementing this, learning the permissions for different roles takes a little time, but the support for helping with this has been great.
There is nothing else that I have seen that would be considered a 'dislike'. This software is working great for our department and our organization as a whole.
What problems is the product solving and how is that benefiting you?
The biggest problem that we had before this was tickets or incidents not being documented. This was due to the previous software we used not being user friendly at all. We now have everything being documented, routed, SLA's being monitored. it's brought my department a very long way in documentation and reporting capabilities.
Reporting from our old system was very limited and inaccurate. This was due to limitations of the old software, and because a lot of stuff was not documented properly on our end.
Reporting from our old system was very limited and inaccurate. This was due to limitations of the old software, and because a lot of stuff was not documented properly on our end.
Recommendations to others considering the product:
If you are looking for a really easy to use IT Ticketing System, that can fill all your needs, you Really Need to look at this. It is super easy to use, reporting is great and all customizable. And this is very scalable and will be able to grow with your company!
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.
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!
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