SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Service Desk has been a huge improvement coming from my last company
What do you like best about the product?
What I like best about Service Desk is the configuration aspect of it. Coming from a Jira shop, I have found the configurations in Service Desk to be alot more user friendly and allow for overall better workflows throughout the company. It is also very easy to implement into your environment and get rolling right out of the box.
What do you dislike about the product?
After 10 months or so within Service Desk, I really cant name something that I dont like. I really love all Solar Winds products as we are now a Solar Winds shop all around.
What problems is the product solving and how is that benefiting you?
It is now our asset management tracking system, PO tracking and also our ticketing software where us as IT can assist users by solving their issues or escalating to the appropriate teams/groups.
best serives desk
What do you like best about the product?
Ease of use for users and admins and Easy to integrate with domain control The presence of chat to communicate between the user and the admins
What do you dislike about the product?
I did not like the Asset System very much. I think it needs a lot of development
What problems is the product solving and how is that benefiting you?
Analyzing problems and identifying previous problems with the user. Communication between the user and it admin. Collecting assets for the company
serives desk
What do you like best about the product?
It includes everything but the things I liked most are
Asset System is easy and simple
Chat
The report
The possibility of doing it from the mobile application
Procurement Tools
Asset System is easy and simple
Chat
The report
The possibility of doing it from the mobile application
Procurement Tools
What do you dislike about the product?
I wanted it to be integrated with DameWare Remote Support
It will make everything easier for your help isk and Technical support
It will make everything easier for your help isk and Technical support
What problems is the product solving and how is that benefiting you?
Firstly, it helps me communicate with the customer smoothly and strongly
It helps me analyze problems through reports and helps me with inventory
By collecting all the company's assets
He helps me with purchases and monitors my warehouse
It helps me analyze problems through reports and helps me with inventory
By collecting all the company's assets
He helps me with purchases and monitors my warehouse
Review for Solarwinds help desk
What do you like best about the product?
Best product for raising tickets at low cost.
What do you dislike about the product?
There is nothing as such to dislike about this product
What problems is the product solving and how is that benefiting you?
As the workflow is automated , it helps the work done easily and efficiently
SolarWinds Service Desk is User Friendly
What do you like best about the product?
SolarWinds Service Desk is extremely user friendly. Our staff are able to easily access the platform and very easily submit a ticket. We, in turn, are able to get them the help they need as soon as possible and assign it to the proper tech to help fix their problem. It's connected with Dameware Remote Everywhere also is extremely helpful as we have many remote devices that we service. Keeping track of assets is simple. Additionally, the ability to create our own tickets and put a process in for our techs to follow really helps minimize mistakes or missed steps and maximize time spent directly helping staff.
What do you dislike about the product?
I wish that SolarWinds Service Desk had more options for automations, such as automatically attaching a related asset when someone submits a ticket.
What problems is the product solving and how is that benefiting you?
SolarWinds is helping us solve the problem of staff submitting tickets. We had a lot of issues formerly with staff finding the platform difficult to use and not user friendly. When we switched to SolarWinds Help Desk, it was so user friendly that staff who had never submitted a ticket before easily submitted one for the first time. It helps us solve staff's tech issues faster too this way.
Reliable and Easy to use Service Desk Tool
What do you like best about the product?
Solarwinds Help Desk tool is easy to use and has a simple interface.
Tool has the features for Knowledge based documetation for common issues.
Multiple options for ticketing and assets managements
Tool has the features for Knowledge based documetation for common issues.
Multiple options for ticketing and assets managements
What do you dislike about the product?
Price point is higher compared to few other available ticketing tool.
Dashboard needs a revamp.
Dashboard needs a revamp.
What problems is the product solving and how is that benefiting you?
Solarwinds Help Desk is a efficient ticketing and assets management tool for mid size and large business.
Useful and intuitive IT support platform
What do you like best about the product?
- Easy of implementation
- Technical & customer support
- Number of features
- Smartphone APP
- Detailed dashboard availability
- Technical & customer support
- Number of features
- Smartphone APP
- Detailed dashboard availability
What do you dislike about the product?
- Few possibiliy for notification's layour customization and portal (images, buttons, company brand...)
- Service Request workflow not so non-flexible
- Non-consolidated Power BI integration: Incidents, service requests, changes,...statistics should be available since months for a a global IT vendor
- SLA not so flexible in the scope definition
- Lack of dedicating consulting service for integration projects with third parties
- Lack of custom form creation
- Analytics: only one graph for each report
- Possible (maybe out of scope) improvement for consulting service about ITIL (KPI's definition, suggested automated rule, workflows or SLA based on other customers which might be a good starting point for new and consolidate customers which don't have to built everything from skratch
- Service Request workflow not so non-flexible
- Non-consolidated Power BI integration: Incidents, service requests, changes,...statistics should be available since months for a a global IT vendor
- SLA not so flexible in the scope definition
- Lack of dedicating consulting service for integration projects with third parties
- Lack of custom form creation
- Analytics: only one graph for each report
- Possible (maybe out of scope) improvement for consulting service about ITIL (KPI's definition, suggested automated rule, workflows or SLA based on other customers which might be a good starting point for new and consolidate customers which don't have to built everything from skratch
What problems is the product solving and how is that benefiting you?
My company came from an on-prem and outdated concept of IT ticketing platform and I had the commitment to switch to a cloud and updated ITSM solution with ITIL foundamentals. Since June 2023, month of the rollutu in production for our 3 main global IT & Digitalization teams, we're using this tool to manage Indicents.
My goal would be to implement also the Service Request and Change management modules during 2024.
The platform allow to me and my managers to have better insights about different KPIs that were not monitored previously.
My goal would be to implement also the Service Request and Change management modules during 2024.
The platform allow to me and my managers to have better insights about different KPIs that were not monitored previously.
SolarWinds Service Desk - Reinvent your helpdesk experience with with cutting edge technology
What do you like best about the product?
User-friendly interface and vast automation options are offered with GUI.
What do you dislike about the product?
Feature requests take a long time to implement
What problems is the product solving and how is that benefiting you?
Highly scalable cloud based solutions made me delighted about the product. It has increased the efficiency of the organization vastly.
Reliable and user friendly interface experience
What do you like best about the product?
How easy it is to use and the different features it offers
What do you dislike about the product?
Not sure if it's for everyone but when copying and pasting multiple pictures it doesn't work on the comment section of a ticket. I have to copy one by one and becomes time consuming when creating solutions
What problems is the product solving and how is that benefiting you?
The solutions tab for users to be able to resolve issues on their own cuts back on the time we have to spend helping them
SolarWinds IT Help Desk review
What do you like best about the product?
Automated and cost efficient servicing. More efficient than using manual resources.
What do you dislike about the product?
Not always accurate. Need to make sure rules are clearly defined.
What problems is the product solving and how is that benefiting you?
Provides automated help desk instead of relying on humans.
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