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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.
Solarwinds review
What do you like best about the product?
it is quite simple and easier to use. It provides a lot of useful catalogs to make work easier
What do you dislike about the product?
nothing really, their customer services always respond ontime
What problems is the product solving and how is that benefiting you?
n/a
Very customizable and easy to use
What do you like best about the product?
Actually what I enjoy the most is the feedback given by its customers and the fact that they listen to that and turn those suggestions into features.
What do you dislike about the product?
the asset management system is a bit clumsy in my opinion and to use it for printing asset labels is very unfriendly
What problems is the product solving and how is that benefiting you?
is has given us a proper way of tracking incidents and being able to see problem categories and areas that could use attention.
SolarWinds Service Desk
What do you like best about the product?
Easy to navigate. Good customer support. Easy to set up with Microsoft for integration.
What do you dislike about the product?
Lacks some features compared to other service desk products I have used in the past. API lacks a bit of functionality.
What problems is the product solving and how is that benefiting you?
We use SolarWinds Service Desk as our primary source of receiving and managing technology support requests at our company.
A great ITSM platform that fits multiple use cases
What do you like best about the product?
Multi Tenant support, and automations are easy to build
What do you dislike about the product?
Needs more support as a property management platform
What problems is the product solving and how is that benefiting you?
IT ticketing platform
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