SolarWinds Service Desk
SolarWindsExternal reviews
727 reviews
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Detail info
What do you like best about the product?
Precise and clear view text .. your team can update any task
What do you dislike about the product?
Nothing all.is perfect.. best app i cant find any other software
What problems is the product solving and how is that benefiting you?
Follow up with team focusing on task
Incorrect Translation to spanish
What do you like best about the product?
Easy yo use to admins, requester and task users. Notifications via mail for comments.
What do you dislike about the product?
Incomplete features to my actual suscription
What problems is the product solving and how is that benefiting you?
Improve our time to response our clientes
Better than most
What do you like best about the product?
It's easy to find the tickets I'm looking for, which was always an issue with the products we used previously. SAML sign in, Teams bot, and automatic email ticket creation are all nice features as well.
What do you dislike about the product?
Their scanners and agents put devices in categories that make no sense. Device is scanned and comes back as Device Type: Printer, but it's put into "Networked Devices" instead of "Printers". These categories seem arbitrary, and where the devices show up seems completely random.
What problems is the product solving and how is that benefiting you?
It's just a much better way of tracking tickets and projects than what we were doing before. Service Catalog items make setting up ticket "templates" rather easy, so things are more uniform.
easy to setup alerting system
What do you like best about the product?
The product is very easy to use i was able to set up various nodes and enable monitoring and alerting very quickly
What do you dislike about the product?
There have been recent security breaches for this product
What problems is the product solving and how is that benefiting you?
The product allowed for rapid respond to any critical network down situation with the alerting tools
Cloud service desk
What do you like best about the product?
Customization layer and options to integrate external API services, email access to share relevant information and applications in the cloud.
What do you dislike about the product?
I have no control and stability problems, I like my system.
What problems is the product solving and how is that benefiting you?
Direct communication and assistance with users by tickets on the website and communication by system.
Automatic information and user management.
Automatic information and user management.
Recommendations to others considering the product:
User manager and give direct support to user by automatic system.
A Good Service Platform that has undergone some changes
What do you like best about the product?
The Solarwinds Dashboard is a handy tool. It allows custom views and the ability to track specific items important to the user
What do you dislike about the product?
The change management component needs to be a bit easier to manage.
What problems is the product solving and how is that benefiting you?
We are using Solarwinds Service desk to manage reported incidents which can be converted to problems if an incident goes regional or global. We can also link incidents to Change Managment
Recommendations to others considering the product:
Still yes, but it appears that it was a better managed product under Samanage before Solarwinds took over.
Samanage: Easy to use, reporting needs some work
What do you like best about the product?
Very easy for my technicians to use. Layout is fairly straightforward and easy to navigate.
What do you dislike about the product?
Some customization options are limited in ways that don't make sense. Reporting functionality needs work- it takes a lot of effort to get useful data out of it.
What problems is the product solving and how is that benefiting you?
We are better able to keep track of the tasks we have on hand and stay in better communication with our userbase.
SolarWinds better than most
What do you like best about the product?
The ease of use, and ease of setup in a new environment. Also the ease to migrate to a new server.
What do you dislike about the product?
Cost is a bit of a factor, their aer less expensive routes to take.
What problems is the product solving and how is that benefiting you?
We run all our ticketing through Service Desk
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.
A decent ITSM solution that is trying to improve
What do you like best about the product?
SolarWinds is responsive to users, particularly through their Customer Advisory Board
What do you dislike about the product?
The non-Incident modules (Changes, CMDB, Releases, Problems) need massive improvement
What problems is the product solving and how is that benefiting you?
Strong reporting options, useful dashboards, and custom incident views are helping our IT team stay on top of our SLAs
Recommendations to others considering the product:
Ensure first that you are not prioritizing a fully developed ITSM module that includes details processes for Releases and Problems
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