SolarWinds Service Desk
SolarWindsReviews from AWS customer
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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.
Great for ticketing, solution management, and asset management
What do you like best about the product?
Highly customizable to whatever automations, rules, reminders, etc. that your team needs to run their ticketing and asset management efficiently. Very simple to integrate our onboarding/offboarding flows, publish request forms for our customers to access, and more.
What do you dislike about the product?
There is nothing to necessarily dislike about SolarWinds from a ticket manager perspective -- I think for end users it can be a bit cumbersome with how much is sent in each update email.
What problems is the product solving and how is that benefiting you?
SolarWinds Service Desk is managing our ticketing system and asset inventory. This helps us keep users, their hardware, and their issues under one umbrella.
Solar Winds Service Desk
What do you like best about the product?
Excellent and concise browser-based dashboard showing trouble ticket status, sortable by ant coulumn of interest. No user software to install.
What do you dislike about the product?
Nothing! As a user, it suits my needs perfectly.
What problems is the product solving and how is that benefiting you?
We use Service Desk as our primary IT problem ticket entry and resolution portal. Users can enter tickets by simply creating an email.
Decent ticketing solution for low Budget
What do you like best about the product?
1. Easy to setup
2. Covers all ITSM features
3. Offers customization
4. Offers AD synch & SSO setup
5. Easy to setup and use Email templates
2. Covers all ITSM features
3. Offers customization
4. Offers AD synch & SSO setup
5. Easy to setup and use Email templates
What do you dislike about the product?
1. WHD does not have Change Management
2.Has a classic interface
2.Has a classic interface
What problems is the product solving and how is that benefiting you?
1. Issue Management
2. Handling Requests
3. Handling Incidents
4. SLA and Reports
2. Handling Requests
3. Handling Incidents
4. SLA and Reports
Budget friendly and Tailored
What do you like best about the product?
Budget friendly, we wanted to use open source until we found out there is a pricing for our use case.
What do you dislike about the product?
Nothing for now but would like more features for the base pricing.
What problems is the product solving and how is that benefiting you?
Ease of follow up on tickets by users. They now know who is handling their tickets and could comment update Realtime.
Good balance of price and features
What do you like best about the product?
We use SolarWinds Service Desk to support a company of about 350 employees, with the IT, finance, and production teams all using the platform. The interface is easy to use and customizable to a degree. We rely heavily on the automation tools, task lists, dashboards, change management features, employee portal, and service catalog. It’s also good to see that SolarWinds is continually adding new features and refining the product.
What do you dislike about the product?
Some of the automation options are limited—you can’t always access certain fields you’d like to use in automation rules. Built-in remote support would also be a useful addition. The email log doesn’t always show the full history, which can make tracking communications harder. We also find that the Slack integration could be more robust. It would also be helpful if you could select a response template and have the message come from a team or service account, rather than from the individual technician. We don’t use the mobile app often, but when we do, it feels pretty limited in functionality.
What problems is the product solving and how is that benefiting you?
We use SolarWinds Service Desk to manage IT incidents and requests, change management, ERP requests, and production system requests. On the IT side, we switched from Jira—SolarWinds Service Desk has been simpler to use and less expensive. The automations and reporting features have definitely improved how our team works, helping us respond faster and giving us better visibility into our workload.
Exactly what I was looking for
What do you like best about the product?
Has all the funtctionality that you can ask for (and some), while all in an easy to understand platform. Implementation process was seamless. Customer support is on point.
What do you dislike about the product?
Not much I can say or think of. It has its glitches from time to time. Maybe once every other month when things are a little slow but nothing to complain about.
What problems is the product solving and how is that benefiting you?
Incident response and organization. Also helping users become more independently resourceful when utilizing the solutions section.
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