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Very easy to use
What do you like best about the product?
It's really easy to get up and running and most features are clear.
Excellent and fast support directly via chat.
Excellent and fast support directly via chat.
What do you dislike about the product?
Due to the easiness of the tool , there are limitations on what it can do.
It can not do everything that we want since it's not endlessly customizeable f.e.
It can not do everything that we want since it's not endlessly customizeable f.e.
What problems is the product solving and how is that benefiting you?
We got away from a mail based service desk into something with structure.
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Great web interface.
What do you like best about the product?
Having the Service Desk tool in the cloud, accessible anywhere is a huge benefit. In addition, the mobile application is also a handy tool.
What do you dislike about the product?
Reporting and charting tools could be improved. More options, better consistency, and better charts woudl be helpful.
What problems is the product solving and how is that benefiting you?
We use all aspects of the tool but mainly focus on reporting, tracking or incidence and asset tracking.
Recommendations to others considering the product:
DB view connection would be very helpful.
Using it for our help desk
What do you like best about the product?
As a manager I can see what is going on with all the tickets and view comments back and forth.
What do you dislike about the product?
Right now I haven't really found an issue
What problems is the product solving and how is that benefiting you?
All of our user and server issues. The whole team is aware of what is going on with issues. Users can see the progress in their issue.
Great service to manage help desk tickets and change
What do you like best about the product?
Separation of incidents, change, contracts and standardized form driven service request templates
What do you dislike about the product?
There could be better integration between contracts, software licenses and license compliance.
What problems is the product solving and how is that benefiting you?
We manage all of our SOX related change controls via Service Desk. Being able to record changes, test plans, rational and roll back plans and being able to associate them with tickets is great.
Amazing and easy to use Service Desk solution!
What do you like best about the product?
Solarwinds Service Desk is a cloud based solution that requires no large up front investment to get it off the ground and running.
What do you dislike about the product?
So many possibilities! With how well the functionality is designed and how easy the interface is to use, there really is many different ways to achieve the same goals! Going back to the trust ITIL framework and aid in choosing which methods work best.
What problems is the product solving and how is that benefiting you?
Being a small business we have been tracking all our service requests via email. Solarwinds Service Desk allows us to redirect our employees to a self service portal, saving time/money on things they can answer for themselves through the use of Knowledge base articles/solutions. We are also able to incorporate not just IT related requests, but all our back office teams benefit. Another pain point had experienced was the use of spreadsheets to track assets...the asset management capabilities of Solarwinds Service Desk are simple to use and scalable enough to address all our needs.
Solarwinds Service Desk formerly Samanage
What do you like best about the product?
Solarwinds recently acquired Samanage and rebranded the product Solarwinds Service Desk. As a new samanage customer, this caused a little anxiety but I'm happy to report that I think this has been a positive transition. Solarwinds as a great reputation for making strong products (we used other solarwinds products before this), and they seem to be actively developing the product. It's relatively affordable, very simple to administer, and customizable to the level we need.
What do you dislike about the product?
The online support resources are a little bit of a mess with the recent transition from samanage to solarwinds. I expect that to improve with time.
What problems is the product solving and how is that benefiting you?
Started with incident management, and we've added solutions and service catalog. We're just starting to roll out the portal.
Recommendations to others considering the product:
If you're doing Microsoft AD integration, do it right from the beginning of the process.
I love this product
What do you like best about the product?
I like how easy the feel is to maneuver around the product. With up to date technology and simple terms it allows everyone to focus on their work instead of feeling their way around a tool that should make their job easier. This product is highly recommended by me and my team.
What do you dislike about the product?
I wish it had a refresh option to not have to continually refresh the browser page. It also needs a computer asset refresh to be able to manually run on the whole environment instead of having to wait for 24 hours of activity. The automation part needs to be more simplified because someone who doesn’t write scripts has not clue how to use it.
What problems is the product solving and how is that benefiting you?
I have realized that the tool has made reporting easier and it helps keep people accountable for their work performed. This is important at a service desk level to make sure each customer and help desk agent is getting the best possible support they have to give and receive.
Excellent, Powerful Platform
What do you like best about the product?
The powerful interface masked with a clean UI. I like all the automation features and I especially like the automatic info harvesting from client machines.
What do you dislike about the product?
The system could be more intuitive, but it is also a larger system than is absolutely necessary for our company so I'm sure with more dedicated time it would be easy to master.
What problems is the product solving and how is that benefiting you?
The biggest benefit is the ability to instantly look up software and hardware info by user.
Review of Solarwinds Service Desk
What do you like best about the product?
The self service portal has been very well received by our end users.
What do you dislike about the product?
There are some limitations with SLAs, reporting, and preventing users from emailing to create new tickets.
What problems is the product solving and how is that benefiting you?
We are reducing our calls from users to report issues by providing a good end user portal. The benefit is it is freeing up technology staff to work on resolving issues versus creating the tickets.
Solid product with some limitations.
What do you like best about the product?
The product covers all aspects of an ITSM product and provides an ITIL framework. Easy to administer and comes with a defined set of reports. Asset management works well and the solution module is very helpful when directing team members.
What do you dislike about the product?
It is not possible to create team dashboards or team accessible reports. Also there is limited workflow capability and only basic view building capabilities. The product is somewhat expensive, but it seems like all similar products are pricing up to mirror ServiceNow.
What problems is the product solving and how is that benefiting you?
It is a great product for managing an IT Service Desk. We are also moving towards Request management for all areas of our business.
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