SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Help desk and remote support in one place.
What do you like best about the product?
The integration of help desk with remote support is one of my favorite aspects. SolarWinds is really good at being our helping hand to sort out problems. I love that everything is available in one place and we can be sure it will work. Along with easy configuration, SolarWinds helps us with topic.
What do you dislike about the product?
However, using SolarWinds to manage all devices in the network is one of the challenges we face and this may create coverage holes. In the last month's scheduled audit, some inconsistencies in the data from one of our remote data centers were observed. This misalignment has an impact on our ability to analyze server and application traffic accurately, so adding human effort to troubleshoot manually is the result.
What problems is the product solving and how is that benefiting you?
We have solved centralizing device monitoring across our network and data centers. A recent server migration has enabled us to connect, through a single dashboard, to all pre-evaluation metrics in real-time reducing downtime risk. This service reliability keeps our business running and our clients' experiences are minimally affected.
Very intuitive ticketing system.
What do you like best about the product?
The platform's user-friendly design was of great value to us during the expansion of our EU office. Now even the accounting pals no longer communicate through e-mails but ticketing systems. Just about two months ago, we had over 200 requests processed and not a single complaint on the submission process. The integration with Dameware RE was also very critical for our hybrid workforce. We are able to manage our remote team's devices on different sites with no hassle now, and the custom created workflow templates guarantee a constant support standard.
What do you dislike about the product?
I wish it offered more advanced automation options, particularly for asset-ticket associations, but asset tracking itself works quite well.
What problems is the product solving and how is that benefiting you?
The switch from spreadsheets to SolarWinds has been a remarkable advantage in respect of our ticket submission rates and resolution times. We have successfully gone from the struggles of our previous such complex system to a quick and solid process that both our IT and employees actually enjoy using.
Best monitoring tool and service desk platform
What do you like best about the product?
It helps us to provide proper update to end user with in ticket... So user also know what is the status of ticket.
What do you dislike about the product?
Dashboard should be easy to handle and view
What problems is the product solving and how is that benefiting you?
If any kind of changes want to do within solarwind service desk they can help very well
Robust tools for service desk
What do you like best about the product?
I like that it has automatic ticket prioritizing by factor that it analyzed and time tracking that has time stamp how long it takes to work on the ticket.
What do you dislike about the product?
Need improvement with accessing service desk features from mobile devices.
What problems is the product solving and how is that benefiting you?
Generate IT incident ticket for every IT problem by users, help desk platform for any problem with IT, and create process workflow to efficiently solve incident ticket.
3+ Years of SWSD
What do you like best about the product?
The design, GUI, layout, and interaction for non-tech users.
What do you dislike about the product?
Dynamic forms, dynamic processes, CMDB,email dropboxes for tickets could use some work as well.
What problems is the product solving and how is that benefiting you?
Generak incident ticketing, a requirement for any IT dept
Intuitive Program
What do you like best about the product?
I love the detail in the inventory aspect!
What do you dislike about the product?
It is a little more complex than I was wanting but that's not always a bad thing.
What problems is the product solving and how is that benefiting you?
It is helping us not only keep better track of our assets, it also helps track our problem areas for quicker resolutions.
Good product if you take the time to set it up right.
What do you like best about the product?
Upside is you have a place for a "paper trail".
What do you dislike about the product?
The SLA breach logic - if a ticket is close to breaching and then gets assigned to another technician, the "new" technician gets dinged for the SLA.
What problems is the product solving and how is that benefiting you?
Ticketing
Solarwinds Help Desk Review
What do you like best about the product?
I am part of an electric coop that has around 100 employees, and this service desk feature is the best fit for our company. It provides our end users with a simplistic way of entering help desk tickets, and it helps us manage our assets efficiently on the admin side. I would highly recommend this option for a small company.
What do you dislike about the product?
There is no third-party integration from what I've seen. Customer support is lacking somewhat; when I've had questions, I get sent knowledge bases instead of being able to talk to an actual person.
What problems is the product solving and how is that benefiting you?
We are able to track all of our assets, so we know where every piece of equipment is in our two branches. We can also see which tickets have higher priority and work on the most important issues first.
Solarwinds Service Desk
What do you like best about the product?
linked to the inventory with computers and user accounts
What do you dislike about the product?
need som inprovments on the knowledge base documents
What problems is the product solving and how is that benefiting you?
have an updated and live inventory
Good tool but could be great with a bit of improvement.
What do you like best about the product?
It is straightforward and mostly easy to use. It has powerful asset management, and notifications. I love how it leverages M365 email connectivity for email. Good API's
What do you dislike about the product?
It needs some improvements. As much as I like the asset tool, I feel like its missing information which would really make it better. I would like to see it have more Remote Machine management, and access tools and include more RMM type tooling internal like a NinjaONE, Pulseway, Datto, etc.
What problems is the product solving and how is that benefiting you?
We needed a helpdesk, and we acheived it, we needed asset management, and it gets us there, we wanted remote control of endpoints, and it can link to software which allows you to navigate.
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