SolarWinds Service Desk Reviews

Pros

Users can see where their requests are in the IT department's queue, and the department can stay organized. A revolutionary advance in Service Desk/Help Desk ticketing systems. Enabled IT support staff to generate user-specific support tickets with greater specificity. They all fulfilled different functions.

Cons

The SolarWinds app did not provide the end user with many options to create their own ticket. We switched to local JIRA because it used to avoid self-service.

Pros

Being a IT services company with multiple clients and different networks and tenants. Helps cut down my task and admin duties in half.

Cons

The price is high compared to other options but the integrations it offers is worth it to my business structure.

Pros

I like the securityI like the interfaceI think it's a fairly good value as we bought a perpetual license.ROI is fairly good.

Cons

It is hard to configure, relying on the command line to do many things and not easy to train admin users on administrating this tool.

Alternatives Considered

Reasons for Switching to SolarWinds Service Desk

Pros

SolarWinds Service Desk has significantly improved my small business's IT management by providing a user-friendly platform for addressing and resolving issues. The easy-to-use platform allows me to quickly track tickets, and automate repetitive tasks, saving me time and effort. The software integrates well with other tools, and the insightful reports help me stay informed about my team's performance and make data-driven decisions to improve our service delivery.

Cons

SolarWinds Service Desk's advanced features require some learning, dedicate time to explore its capabilities.

Pros

Solarwinds service desk is used to manage and handle our network entirely with its amazing alert generating features.

Cons

Nothing to be like least in solarwinds, it is best to manage and handle network alerts and if anything went wrong or any issue with our network devices it os generating alerts and alarms for the same.

Pros

Allows us to monitor and spot issues after alerts have come in

Cons

I have no negative experiences with Solarwinds

Pros

Through the central panel we can see each and every one of the computers that make up our local infrastructure in each of the dependencies (this includes desktops, laptops, printers all in 1, etc.), this means that we can validate their performance and detect when patches or security updates are required in any of them or in the operating system they have, It also allows us to monitor by means of risk management any activity not endorsed by the IT group, such as browsing on websites not authorized by the organization or installing applications within the corporate network, which derives in risk for the security of the equipment and the information contained therein, as well as detecting unlicensed software within the infrastructure, which would be risky for the IT team.

Cons

Normally the interactions with our IT help desk was a tedious process and in some cases delayed in the attention of incidents or requirements of some areas, SolarWinds SD has adapted within its interface a high degree of intuitiveness that is perceived by each of the users who interact with this tool for the creation of incidents and thus define or assign such requirement to the appropriate personnel in order to achieve a response in the shortest possible time, this ensures maintaining the level of service without any impact and the business process without striking alterations; Solarwinds SD so far has no negative reactions in our organization.

Pros

Ease of use and good value for money as well.

Cons

Some SolarWinds products may be resource-intensive, requiring significant hardware resources and system resources to run effectively.

Pros

From asset tracking to IT management, this tool has all we need
The deployment process is quite straightforward and the customer support is amazing.

Cons

Quite helpful and no worthy complaints to list.

Pros

Super reliable and efficient in all ways

Cons

Haven’t encountered any problems using the Service Desk provided by Solarwinds..Solarwinds is excellent and amazing with all its products

Pros

The best WAY to open a ticket with simple codes and tool

Cons

The excess of email confirmation regarding the ticket

Pros

Easy to deploy and customize. Love the easy of it's management.

Cons

Nothing major I can think of. Cost is a little at the higher end.

Pros

We have a bunch of server in Solarwinds which is monitored in it. The tools very easy to use, no need a special talent. The way we put the server in Maintenance mode is very easy and removing it from it is also very easy.

Cons

Mostly, I don't see any flaws in this tool.

Pros

When looking for a solution to tie all of our tech together inside of our company, we went with SolarWinds Service Desk and from the get go, it seamlessly blended all of our existing processes together and made everything so much better.

Cons

Although there is no such thing as perfect tech, SolarWinds gets pretty close.

Pros

1. Solarwinds provides an excellent Incident Management experience. Agents can prioritize events and add custom fields for improved reporting and analysis.
2. It includes remote control software (Dameware), which enables support personnel to quickly enter into clients' computers and provide remote assistance.
3. It is also beneficial for asset management. Organizations may maintain track of all assets, including their location and status.
4. It is quite simple to open a support ticket. Its connection with email makes things a lot easier.
5. It also provides a Customer Satisfaction survey (which is issued automatically) to assess the level of service provided.
6. It is also cloud-based, allowing users to join in from anywhere and give help.

Cons

1. The user interface could definitely benefit from some enhancements to make it easier to navigate.
2. The Search functionality is not properly optimized and frequently produces irrelevant results.
3. To create more user-friendly reports, the reporting may be upgraded with a much better UI.
4. The notification system may be improved to allow desktop pop-ups.
5. The mobile app frequently hangs.

Pros

Network Monitoring and Reporting / analytics re two feature mostly used in our organization.
This tool also helped me log into employees desktop and understand step by step to resolve any particular issue.
Provides way better workflow process and I am sure It may get way bigger.

Cons

Reports could be managed in a better format or structure because there is so much you can do with reports.

Pros

The ease of use, it's very easy and it is useful, fast and with no problems.

Cons

The interface is not so good but fair enough to understand

Alternatives Considered

Reasons for Switching to SolarWinds Service Desk

Pros

Very easy and nice to see servicedesk system, good integration with other Solarwinds tools, remote acces works fine, CMDB, Solarwinds patchmanagement, remote control

Cons

In fact it's easy to use bit the price is a little it higher then some other tools.

Pros

First of all, I really like the GUI of this Ticketing Tool compared to my previous ticketing system we are handling which is Service Now. This is very easy to use and all of the information is very efficient to find

Cons

The Chat response from an agent on Solarwinds takes time to respond. If there's an outage the email delivery is slightly delayed for the announcement

Pros

Amazing help desk ticketing system, it integrates with our two email inboxes for internal and external support. Our internal employees use one address while our external clients use the other. Everything goes into the same queue and are labeled and categorized appropriately. When we comment and attach documents on a ticket via Samanage, the requester gets a nicely formatted (and extremely customizeable) email with the details.

The other great thing is the asset management software, you install the agent on any company computer/phone and it gives you an immense amount of information and auditing capabilities. It will literally tell you the manufacturer and serial number of monitors plugged in (even the laptop LCD screen!)

Also, support is great! You can chat with someone whenever you want and they're very good about either answering right away, or researching the issue and following up later.

Cons

It costs a decent amount, and depending on how many administrators you have the costs can jump up. But I will say it's well worth it for all the features you get.

Pros

Real-time, User Friendly. The social media vibe using the comment section and notification for communication makes it a lot easier to communicate and document the case.

Cons

Auto Refresh, it will help a lot. we are using 3rd party for the autorefresh. Yes, there's a notification that there's a new ticket but we still have to refresh in order to see it.

Pros

The biggest advantage my team has with Samanage is that you can create solutions for common issues, that you can easily attach to a ticket and not have to re-type the solution over and over again. Other then that ticketing system is fine, does what we need it to but reporting could use some enhancements.

Cons

Would like a more in depth reporting mechanism, could be that my company doesn't use the tool to the best of it's ability but there needs more vision on software/hardware we have.

Pros

The ease of use was the best part. It was easy to set up users, make bucket queues for sections and move tickets to other sections as needed. Some systems I've worked with you couldn't move tickets to other queues is they were misrouted.

Cons

Our module was super basic and support for it was nonexistent. It was one of the biggest reasons for us switching to JIRA for service desk/incident management.

Pros

I used this at work mainly as a service desk tool for our internal users. I found this super easy to use, and manage my open incident tickets. I like the interface its fairly intuitive. I particularly like the customizable dashboard view and the colour coding of statuses so its easy to see which tickets are open or need urgent attention.

Cons

the costs of adding extra administrators so we were limited.