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Direct and essential Service Desk features with helpful setup process.
What do you like best about the product?
Easy to navigate; direct support chat online; simplified layout and customization.
What do you dislike about the product?
Needs more adaptability on reporting; missing some key features available from other custom HelpDesk solutions; escalated bugs take a long time to receive updates from Eng. group.
What problems is the product solving and how is that benefiting you?
Simplified visualization for upper Mgt on reporting but also creates need for custom filters, which seems to take a long time to present. End-user notification and updates are excellent with additional option to allow users view/track own submitted incidents.
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Implementation was easy and support is excellent
What do you like best about the product?
The overall implementation was simple and support has been very engaging and helpful
What do you dislike about the product?
The only thing I would say is the reporting needs to be better. I would like to see more of a dashboard reporting with more customization available to reporting
What problems is the product solving and how is that benefiting you?
We can easily manage the flow of requests and also managing the inventory of our computer assets
Recommendations to others considering the product:
It is recommended if you have not implemented a on-boarding and off-boarding process, implementing this process while rolling out the service desk is a great way to get bigger wins up front and early.
Solarwinds Service Desk 2019
What do you like best about the product?
The Solarwinds Service desk is a good cloud based ticket system. After initial setup it just works!
What do you dislike about the product?
The worst part of the software is the reporting. It is complex and not easy to get the information you want out of it. I have used other ticket systems in the past and the reporting was better (Web Help Desk)
What problems is the product solving and how is that benefiting you?
With this ticket system our company is able to pin-point areas we need to train our users better. This has helped us decrease tickets and utilize less staff.
Recommendations to others considering the product:
When implementing the solution make sure to take the time to work with the folks at Solarwinds, they are helpful and can save you time and frustration later on.
User friendly
What do you like best about the product?
Keeps all tasks organized and lets everyone know where we are in the process of helping them
What do you dislike about the product?
Right now after a year of using it, I really haven't found anything I dislike
What problems is the product solving and how is that benefiting you?
Lots of hardware and connection issues, as well as meeting set ups and the everyday IT issues in our company. The service desk is very helpful to keep the IT department on task as well as keeping us from duplicating our work.
Very user friendly
What do you like best about the product?
There are multiple ways to filter incoming work orders making very easy to assign specific task to a specific team. This helps with accountability and streamlines the workflow.
Also it is very easy to manage company inventory since the system is able to provide information on active and inactive devices assigned to specific users.
In there is a company wide
Also it is very easy to manage company inventory since the system is able to provide information on active and inactive devices assigned to specific users.
In there is a company wide
What do you dislike about the product?
The general work order page usually takes a little long to auto-refresh and sometimes if i do not manually refresh the feed i won't be able to see new work orders
When exporting data from the platform it is difficult to filter what you need, so you have to export all fields and the filter it in different app like Excel
When exporting data from the platform it is difficult to filter what you need, so you have to export all fields and the filter it in different app like Excel
What problems is the product solving and how is that benefiting you?
Company wide IT related issues ranging from problems as simple as password resets to more complex issues like network access issues. Keeping track of New hires.
Recommendations to others considering the product:
It is a great tool for tracking workorders and assigning them to the appropriate IT teams
HelpDesk Support
What do you like best about the product?
I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen.
What do you dislike about the product?
We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work on one catalog item.
What problems is the product solving and how is that benefiting you?
Solutions are fantastic and users are able to find these on their own on the home page. We have been able to create very good service catalog items for all of our internal tasks including new hires, departures, hardware requests and multiple other processes that we deal with on a daily basis.
Recommendations to others considering the product:
Make tasks able to change owner. Once a task is in process you cannot change who owns this. This makes it very difficult to complete catalog items that multiple people have their hands in. This could be changed only by admins to give it some governance.
Much More Than Just A Service Desk
What do you like best about the product?
I love the fact that you can set up everything exactly how you want it. you can add your own details to every part of the program.
What do you dislike about the product?
The settings can be a little complicated to navigate, but once you get the hang of it, your all set.
What problems is the product solving and how is that benefiting you?
Solarwinds helped me organize and automate new hires seamlessly. It also helps with keeping track of assets that were previously disorganized.
Great ITSM solution
What do you like best about the product?
I like how everything ties into one interface. Change requests, incidents, asset management, service requests, problem management, knowledgebase. It makes it very easy to link and reference these items as well. The user interface is clean and easy to use.
What do you dislike about the product?
I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts.
What problems is the product solving and how is that benefiting you?
Tracking inventory and change requests. It helped get a grasp on how much inventory we had and helped us track it down numerous times. It has also helped us with controlling how many changes we are making and making them at the right time.
Recommendations to others considering the product:
Look into automations and service requests early. Easy way to make things work very nicely.
SolarWindows Review
What do you like best about the product?
It's an excellent way for us to keep track of tickets that have been created by our users. Furthermore, when tasks are completed, we can close them and also generate pdf reports for our line manager.
What do you dislike about the product?
The user interface could be improved a little bit to make it more modern, also I notice some glitches with some of the buttons when scrolling through various open tickets
What problems is the product solving and how is that benefiting you?
With SolarWindows we can now properly maintain and assist users with IT related problems
Recommendations to others considering the product:
A great resource for IT teams to manage their tasks, fully recommend it.
Solarwinds Samanage Service desk
What do you like best about the product?
Easy to use and able to make custom workflows
What do you dislike about the product?
Procurement part can use some improvement
What problems is the product solving and how is that benefiting you?
Ticketing system allows us to organize tasks and manage work flows
Recommendations to others considering the product:
Great product for building custom catalogues and workflows
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