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Clean, Organized, Powerful
What do you like best about the product?
The system itself is easy to setup and navigate through.
It makes things very easy on the end user to help themselves or get a request over to TS.
It makes things very easy on the end user to help themselves or get a request over to TS.
What do you dislike about the product?
I REALLY wish you could assign multiple Site Locations to a single KB article and Service Catalog as opposed to having to make multiple copies of the same item for each site.
What problems is the product solving and how is that benefiting you?
Getting the end user to really help themselves on common issues that don't require the assistance of tech support. This allow our TS team more time on complicated issues and projects.
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Plenty of tools in the toolbox
What do you like best about the product?
The User Portal has helped tremendously to reduce our daily ticket volume. The Incident Tracking is intuitive and very easy to use. Using the Service catalog to automate end-user requests has been a game changer for departments with excess equipment.
What do you dislike about the product?
Not enough workflow options in the Service Catalog. The change management is not as intuitive as some of the other features.
What problems is the product solving and how is that benefiting you?
Increased end-user autonomy. Users are able to complete tasks and make requests without increasing HelpDesk support interactions.
Recommendations to others considering the product:
Use all of the available tools before evaluating other 3rd party vendors.
Clean and simple service desk with all the right integration
What do you like best about the product?
Service desk integrates perfectly with our Solar winds RMM system and allows our first line to log proactive tickets
What do you dislike about the product?
There could be more depth to ticket rules and templates
What problems is the product solving and how is that benefiting you?
Efficient ticket management for inhouse and external staff
Recommendations to others considering the product:
Does what it says on the tin
Integration Made Easy!
What do you like best about the product?
Solarwinds performs wonderfully with our Payroll system, our Intune process and our SSO (Okta). Solarwinds has been user-friendly and simple to organize.
What do you dislike about the product?
I dislike the inability to re-structure the User-Portal. I wish I could adjust more of the cosmetic features
What problems is the product solving and how is that benefiting you?
Reporting is now much easier with Solarwinds! We also have seen the benefit of adding other departments to Solarwinds to improve communication.
SolarWinds is awesome!
What do you like best about the product?
it is a very clean, easy to navigate tool. recommend to everyone.
What do you dislike about the product?
nothing at this time, all the facets are great and i enjoy using it.
What problems is the product solving and how is that benefiting you?
documentation of incidients, much easier to remember stuff when it is written!
The best way to get IT done
What do you like best about the product?
The ease of access for the end-user to send an email and ask for help. Solar winds have always helped us with any questions that we have and answer all questions quickly and in a timely manner.
What do you dislike about the product?
sometimes it is difficult to construct new help desk processes when we do have an issue they are quick to respond and get the issue resolved.
What problems is the product solving and how is that benefiting you?
Help desk and Human Resources
Recommendations to others considering the product:
If you have any questions their service desk is top-notch
SolarWinds Service Desk
What do you like best about the product?
Ease of use and setup. Ability to use solutions for customers to self-serve and not enter tickets.
What do you dislike about the product?
Would be helpful to be able to modify users without needing full admin rights
What problems is the product solving and how is that benefiting you?
Our previous solution was cumbersome and not easily modified. The new system is very easy to set up and use. We especially appreciate the solutions capability so our customers can self-help without needing to create a ticket.
Recommendations to others considering the product:
Price is negotiable.
SolarWinds Service Desk (formerly Samanage)
What do you like best about the product?
The ability to edit comments is very useful. It's great to be able to strip out unnecessary text, or to correct mistakes without having to generate a new posting.
What do you dislike about the product?
Unfortunately, many things.
> No automatic refresh of queue
> Limited HTML or color in comments.
> No native ability to turn tickets into purchase orders.
> Bland, sometimes hard to read skin, with horrible sizing and placement of fields.
> Custom fields with very limited application
> Limited automation.
> No automatic text insertions with automation
> Device inventory without search window
> Need to scroll to top of queue to get to filter options
> Solutions need better / different formatting for portal end users
> No automatic refresh of queue
> Limited HTML or color in comments.
> No native ability to turn tickets into purchase orders.
> Bland, sometimes hard to read skin, with horrible sizing and placement of fields.
> Custom fields with very limited application
> Limited automation.
> No automatic text insertions with automation
> Device inventory without search window
> Need to scroll to top of queue to get to filter options
> Solutions need better / different formatting for portal end users
What problems is the product solving and how is that benefiting you?
We have been able to better integrate our change management and purchase orders into a single application.
Easy to Start, Tons of Customization Options, User Role Assignements a Little Manual
What do you like best about the product?
SolarWinds Service Desk is a hosted ticketing and asset management system that covers quite a bit of the ITSM field. The integrations, asset management, and ticket management is very easy to understand.
What do you dislike about the product?
Though it takes a bit to set up, one minor complaint is that you seem to have to manage users and their roles within the web page, there isn't an easy way to assign "Service Agent Users" outside of the console, as I would like to do so in Active Directory or similar. The only issue I have had with SolarWinds in general is their sales people are extremely aggressive which can sometimes turn off me, and my leadership, to the company in general.
What problems is the product solving and how is that benefiting you?
We solved for having a minorly functional ticketing system that was not installed or set up correctly in the first place. This product has solved that issue by being a hosted solution that prevents installation and configuration errors in the very beginning.
Recommendations to others considering the product:
Ensure you pick a good Domain name for the service desk site and contact any support as soon as you can for any issues, especially during the trial phase.
Surprisingly easy-to-use!
What do you like best about the product?
I like the ease of creating new views, categorizing the tickets without opening them, and assigning from the main Incidents page.
What do you dislike about the product?
The reporting is quite rigid and the pre-canned reports aren't always what I want to see.
What problems is the product solving and how is that benefiting you?
We are solving inventory management, SLA oversight and multi-departmental use.
Recommendations to others considering the product:
Good value to be had with SolarWinds Service Desk. The ticketing is very easy to use and intuitive. If reporting is high on your list of must-haves, this app is a little lacking but otherwise is a solid product.
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