SolarWinds Service Desk
SolarWindsExternal reviews
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Solar Winds great product
What do you like best about the product?
A lot of products and features that Solar winds offers
What do you dislike about the product?
Might be hard to pickup all the features that Solar Winds has to offer
What problems is the product solving and how is that benefiting you?
Asset management we now have a way to track all of our desktops and laptops
Efficient and Great
What do you like best about the product?
Being able to quickly attach solutions to tickets speeds up our process and streamlines responses
What do you dislike about the product?
Sometimes reporting freezes up and have to wait a few minutes to try again. It's a little annoyance, but at the rate we run reports it's not too inconvenient
What problems is the product solving and how is that benefiting you?
It's improving our helpdesk by organizing issues and improving SLAs. It helps us track tickets to see if we have enough techs to avoid over working them
Simple tool, focused on what's important and it does the job!
What do you like best about the product?
It's a classic incident management tool, intuitive and easy to adopt both for the IT staff and end users. It does everything we need to do, and it doesn't have a million bells and whistles which distract us and we'll never use.
What do you dislike about the product?
I wish there were more layouts to look at incidents or changes, e.g. tile format. Currently, only a list format is available. Also, I wish there were more widgets available for dashboards.
What problems is the product solving and how is that benefiting you?
We use SWSD for IT incident tracking, change management, approvals for new software purchases. It is keeping the IT team organized and users can check the status of their requests.
Plus, a big benefit, our auditors love it.
Plus, a big benefit, our auditors love it.
SAFEFCU Service Desk
What do you like best about the product?
The UI is easy to use for end users and techs
What do you dislike about the product?
I'm struggling with getting the reporting I need.
What problems is the product solving and how is that benefiting you?
It has improved our workflow for supporting the end users. We can get to people faster than in the past.
SolarWinds Service Desk Review
What do you like best about the product?
Easy to configure, modern, user friendly.
What do you dislike about the product?
Downtime when their cloud service is down.
What problems is the product solving and how is that benefiting you?
The ability to create guides in the knowledge base helps our users streamline their jobs. The asset manager is a great tool as well.
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.
Lacking in comparison to the old version of Web Help Desk
What do you like best about the product?
Cloud hosted, less hassle to maintain, meaning more time spent doing other things.
Honestly, there is nothing that stands out above other options for service desk managment in my opinion.
It does what it is advertised as, but doesn't so it well.
Honestly, there is nothing that stands out above other options for service desk managment in my opinion.
It does what it is advertised as, but doesn't so it well.
What do you dislike about the product?
The flexibility and funcitonality is far from what the Web Help Desk system offered. That was a much superior product.
Simple things like automatic warranty update don't work, not even talking about pulling via API from vendor. Just if a manual date is set, once it goes past the date it doesn't set status as 'Out of Warranty'.
Has lots of quirks and just not a poslished as WHD.
The UI is clunky and not the best to navigate, and overall just seems slow.
Confusing processes, can't combine requests, can't make ad-hoc changes to processes once started.
I'd very much like to see a cloud version of Web Help Desk rather than a rebranded aquired platform.
Simple things like automatic warranty update don't work, not even talking about pulling via API from vendor. Just if a manual date is set, once it goes past the date it doesn't set status as 'Out of Warranty'.
Has lots of quirks and just not a poslished as WHD.
The UI is clunky and not the best to navigate, and overall just seems slow.
Confusing processes, can't combine requests, can't make ad-hoc changes to processes once started.
I'd very much like to see a cloud version of Web Help Desk rather than a rebranded aquired platform.
What problems is the product solving and how is that benefiting you?
Honestly, I can't recommend Service Desk in it's current state. I'd be more likely to recommend the older Web Help Desk option if that is still available. Or even look at other vendor options.
Benefits are not really any different from other similar options from other vendors. Doesn't stand out.
I'd be very interested to see how other people rate Service Desk and how it has improved the workflows.
When updates are rolled out it regularly reverts settings on our instance.
Updates have broken features that were critical to our processes and take months to fix the previously functioning features.
Honestly, there is very little thought or care given by the Service Desk team to their users or their customers.
Benefits are not really any different from other similar options from other vendors. Doesn't stand out.
I'd be very interested to see how other people rate Service Desk and how it has improved the workflows.
When updates are rolled out it regularly reverts settings on our instance.
Updates have broken features that were critical to our processes and take months to fix the previously functioning features.
Honestly, there is very little thought or care given by the Service Desk team to their users or their customers.
Product is very user friendly and easy to navigate.
What do you like best about the product?
The ability to utilize the platform across multiple disciplines in our Organization. The Software has solved workflow issues in Accounting, Data Analytics, HR and IT.
What do you dislike about the product?
The System doesn't have any monitoring tools and the built-in remote tools trial never worked and this function is still not available for us to use within the Software..
What problems is the product solving and how is that benefiting you?
Remote support tool needs to be easier to setup and use.
SolarWinds Review
What do you like best about the product?
The automation and flexibility make it easier to customize the use of the Service Desk.
What do you dislike about the product?
The documentation could be better. There have been several things that I've had to look many different places for info, or just test things till it works.
What problems is the product solving and how is that benefiting you?
Streamlining onboarding and offboarding processes.
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