SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Easy to use and most complete Help Desk package around!
What do you like best about the product?
Being able to program the automation of tasks of a Service Catalog.
What do you dislike about the product?
In the setup portion searching for a user. The only way is to use filters, kinda of clunky.
What problems is the product solving and how is that benefiting you?
The users being able to track their own tickets
Recommendations to others considering the product:
The best and most complete package that I have used.
Great Interface, Easy to Use
What do you like best about the product?
I like how easy it is to customize the solution. I like the mobile app. It is easy for both agents and end-users to use.
What do you dislike about the product?
I haven't found any downsides yet. So far it is meeting our needs.
What problems is the product solving and how is that benefiting you?
We needed a service desk that was HIPAA and FERPA compliant. A solution that was easy to use and looked great
Best balance of customization and off-the shelf workflows
What do you like best about the product?
Can get up and running in under a day, or customize it as much as you like.
What do you dislike about the product?
Seems like there are a couple config hiccups, but we got through them
What problems is the product solving and how is that benefiting you?
Moving to true service desk platform (before we were using Jira Software)
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.
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.
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