User Reviews Overview
About SolarWinds Service Desk
SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses...
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- Industry: Telecommunications
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
The integral IT management tool to keep your company running smoothly.
It is satisfying to have a team that provides services within the company in everything related to incidents and IT requirements and supported with a centralized tool such as SolarWinds Service Desk allows the work they perform to be easier, reliable and efficient; This tool is capable of monitoring all of the company's assets and visualizing behaviors, licenses and their use, guaranteeing security within the local corporate network and optimizing periodic maintenance work such as antivirus updates, operating system licenses (a significant point for scheduled audits in the company), which is why Solarwinds SD is an extremely important support for the organization's service desk and for all of us who use this tool.
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.
- Industry: Environmental Services
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Huge Upgrade
Overall experience with this product have been great so far. Our employees use this platform more than our last and they have also been able to find their own solutions more. I really love the support from the customer support a lot. The support is always right on top of any issues and I have experience very quick responses when I do need to contact them. A+ on customer support.
Pros
I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen.
Cons
We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work on one catalog item.
Alternatives Considered
Zendesk SuiteReasons for Choosing SolarWinds Service Desk
We needed a friendlier GUI with more User integration.Switched From
KACEReasons for Switching to SolarWinds Service Desk
Cost to features were a big plus. We got everything out of the box with Service Desk that we need currently.- Industry: Education Management
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
The easy helpdesk
Pros
The best WAY to open a ticket with simple codes and tool
Cons
The excess of email confirmation regarding the ticket
Top SolarWinds Service Desk Alternatives
- Industry: Warehousing
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Good Out-Of-Box product for small, scalable team
We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.
Pros
I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.
Cons
There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.
- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Solarwinds Great Ticketing system
Pros
Ease of use
Able to create custom Workflows
Ability to build custom reports
Cons
Procurement module can use some improvement but does what it's intended to do.
- Industry: Nonprofit Organization Management
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Excellent ITSM tool
Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.
Pros
Ease of use and customisation. Customer services
Cons
Reporting is limited. Even customisation in reporting is limited
Reasons for Choosing SolarWinds Service Desk
Price and lack of ITIL supportSwitched From
JiraReasons for Switching to SolarWinds Service Desk
Price, Ease of use and customisation, Customer services- Industry: Restaurants
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Great Product for Helpdesk, Task Management and Software Inventory
Pros
This solution is great for tracking incidents, solutions, problems, etc for company IT departments. It provides an easy to use interface that allows for easy creation of FAQs and a Solutions Database.
Cons
There are some things bulk items that cannot be imported without the use of the API, which is a tiny bit annoying, and some of their python and Ruby API sample code is out of date or no longer maintained.
Alternatives Considered
Zendesk SuiteReasons for Switching to SolarWinds Service Desk
It seemed to have a more in-depth product that gave us the detail that we needed and the integration that made our lives a little easier.- Industry: Utilities
- Company size: 201–500 Employees
- Used Daily for 1-5 months
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Review Source
New to SolarWinds Service Desk--Perfect fit for us!
I am Super Happy with this software. I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.
Pros
Efficiency--There are so many things that can be updated from the main page that lists your incidents. Very easy to learn and to use.
Cons
Integration with Active Directory. We were able to setup Single Sign-On, but it wasn't as smooth as I would've liked. But it does work, so it's not really a con, just the complexity of it was a little more than the rest of the setup.
Reasons for Choosing SolarWinds Service Desk
The previous software was pretty clunky, having to go to several different screens to make different updates on the same ticket. With Service Desk, I can make many of those changes without even having to open the the ticket itself.Reasons for Switching to SolarWinds Service Desk
Overall, the user interface just seemed easier to navigate. The price was also better than the alternatives. All around, I just had a really good feeling about this software from the beginning. I actually chose this over the software that I had recommended initially.- Industry: Higher Education
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
SolarWinds Service Desk
Pros
SolarWinds Service Desk is an intuitive, robust and dependable service management platform. It is cloud based (big plus) and continually has new feature/functionality roll outs.
Cons
The mobile app could use some work, it is a little cumbersome from a technician's stand point.
Alternatives Considered
FootPrintsReasons for Switching to SolarWinds Service Desk
SolarWinds offered much more functionality and features as is more in line with what we were looking for.
- Industry: Retail
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
Great Cloud Service with Many Features, Expensive for the Full Version
Incident, problem, and change management are all extremely easy to set up and begin using due to the cloud-hosted nature of the product. As it is fully web-based, low-level training is not required for techs or users.
Pros
Easy to deploy as it is a cloud-based system. Initial setup requires low effort and detail. Branding is easy to apply, functionality is easy to test out of the gate.
Cons
Information on asset discovery, connections, and scanners feels lacking. Connecting to SCCM via the database has very little information, and after a month of attempts, it is not functional. Support has been a bit slow on response when inquiring regarding this issue, even after purchase.
Alternatives Considered
JIRA Service ManagementReasons for Choosing SolarWinds Service Desk
The previous system was not set up or deployed correctly or completely within our company.Reasons for Switching to SolarWinds Service Desk
Functionality, especially with knowledge base management and self-service portal, is much better. The integrations with other systems promised also allows for much more expansion possibilities in the future.- Industry: Banking
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Good Product for ITIL Best practices
I am the administrator of the application in my Managed Information Services department. I selected this product, deployed this product and administer this product and the setup and use of the product is intuitive and easy to master quickly.
Pros
The ease of creating automated workflows makes the product easy to use and creates efficiencies by automating mundane manual processes. Having the ability to work, escalate and integrate tickets all from a single pane of glass is also a good feature
Cons
Reporting is a downfall for a majority of apps these days. While some of this is mitigated through the ability to filter and export list results, more functionality in reporting is needed.
Alternatives Considered
ManageEngine ServiceDesk PlusReasons for Choosing SolarWinds Service Desk
Cost, and functionality issuesSwitched From
FootPrintsReasons for Switching to SolarWinds Service Desk
cloud based and better user interface.- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Wish it was my daily driver...
Overall I enjoyed using this a great deal and wish we could move over to this from our current helpdesk solution. The connection time for our current software is absurd, having an external program needed just to remote in is a joke, and Kaseya goes down very...VERY often. This seems like the bar is set pretty low for SolarWinds to succeed, but I'd like to give credit where it's due. Web-based solutions for programs is truly the future in my opinion and SolarWinds is right inline with that. You can basically do everything from the web browser which means less for us to set up or maintain (and doesn't bug you about program updates all the time). I mean it when I say I'd love to move to SolarWinds.
Pros
To give some background, we took on IT services for a smaller company that was getting absorbed by us. While a lot of the IT foundations laid down were pretty flimsy or problematic, one thing stuck out as very well done. They were using Solarwinds for I.T. support and it was definitely a sigh of relief amongst the other mismanagement from before.
Everything such as device enrollment was pretty simple, the feature set for online client management was well-stocked, and my favorite was the ability to remote in without needing an external program to do so. We currently use Kaseya and it's just hot garbage, I sincerely wish we could move over to Solarwinds for our main company's IT helpdesk tools.
Cons
While there is a lot to like about this, some of the UI felt a little "cramped" from time to time. The feature set was nice, but what I was looking for was sometimes a tiny little button on a small option bar. Perhaps some buttons or icons of size would help streamline things, as this can also make training others more difficult, since the task options are easy to miss.
- Industry: Oil & Energy
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Outstanding!
We needed a solution, and we needed one fast. We had test driven many, but something didn't feel right. Two things made us choose Samanage. The software had every feature we were looking for, and the people were excellent. From the beginning, we were treated like VIP's. We were given professional courtesy, we were given kindness and flexibility, we were shown appreciation, and we were given everything we needed to stand up the ticketing system in our environment. The staff, made us all feel like we were part of their family and we can't thank them enough. The demos were terrific, the trial was awesome, the sale itself went smooth, the implementation was perfect (including the SSO option), the support was phenomenal and the Go-Live went off without a hitch. This was just one of the best end to end experiences I have ever had the pleasure of being a part of. The Samanage team are just a bunch of really cool professionals that truly care about their customers. Every call was a pleasure, and they taught us how everything worked. We have had nothing but excellent support, and we are happily enjoying all the features and functionality as we use it daily. I have personally thanked them over the phone, and in email messages, but I still can't thank them enough. We were on a hard deadline to get everything working in a very short time. The Samanage team delivered on time, and within budget. We couldn't be happier. Thank you, Samanage Team! You ROCK!!!!!! :)
Pros
Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected.
Cons
It doesn't know how to make me coffee in the morning, but other than that, it's hard not to like something that makes your life easier.
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Amazing internal and external customer service portal
Asset management, asset auditing, help desk ticketing system.
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.
- Industry: Restaurants
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
CHG Review
Overall experience was great! Definitely like better than service now and also works well with solarwinds network monitoring.
Pros
Ticket management is easy to use
Asset management works well
Ticket assignment function works well
Helpdesk monitoring is a great tool
Cons
A little cumbersome to set up, but once completed works great! Had some difficulty adding custom fields.
Alternatives Considered
ServiceNow Customer Service ManagementReasons for Choosing SolarWinds Service Desk
Needed more functionalityReasons for Switching to SolarWinds Service Desk
Easier to use for helpdesk team
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Review Source
Nice UI, Awesome Customer Service, Fast evolution
For some organizations, selling the idea to have an ITSM can be difficult. They helped me to build the case and to sell the idea, they supported me in the whole process.
Once they sold me the product, they showed an awesome customer service with very short turnaround time for each support request. They have a strong and active community, which is very important to share ideas and problems. The errors that I found were solved quickly and they also hear their users, by giving us the ability to push for ideas to include in the system.
The inventory management is great in details and features.
Some Improvement Opportunities
So far, some improvements opportunities that I see can be around the SLAs which could be more flexible (structured as Target->Action, there could be more for each of them), but is not really a problem.
The reports could be more flexible by allowing the user to build his own reports, and scheduling the reports to be sent to specific users
The asset agent deployment for linux is a bit tricky and could be improved a lot. Mac and Windows are very straightforward and easy to install.
There are and will be a number of things not covered by the product, but what they showed me so far by evolving partially from what the users propose and how fast they evolve, gives me the confidence I need to rest assure that everything that I need will eventually be there.
Pros
An awesome customer service and support.
Great asset management.
Good set of reports and dashboard capability.
SLA are great at the level we use it, you can specify different targets and actions.
Ability to configure different times zones and business hours of all your company sites, we have 4 offices with different times zones and so far that's working great!
Allowed us to configure a service catalog, to capture and structure common requests from our users, like the request of Virtual Machines, where they always missed some data we needed.
I'm sure I'm forgetting something but so far, our experience has been great, I would totally recommend this product!
- Industry: Education Management
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
A review of solarwinds
It was my first help desk product and has been one of my favorites sense. Besides controller restrictions and how that can impeded closing a ticket, it worked great and, at its core, was a strong helpdesk product that removed the overbearing micromanagement you might see in other options.
Pros
There is no nonsense involved with this software. A lot of time feels like its lost in options that offer too much customization. You are able to distinctly view what your responsibilities are to your department and work from there.
Cons
Its too simple. It makes for a cluttered looking interface, unfortunately. While this is no major problem, any lack of self-discipline can lead to a very messy ticket queue.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Ideal tool for service desk management
*Solar wind is one stop for a managed service desk tool.
*IT has numerous feature associated within, one among is solarwinds network monitoring. Usually organization will have a different tool for network monitoring itself but solarwinds provides access to this future without needing to have different tool.
*Easy to access and multiple means of ticket creation and tracking.
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.
- Industry: Hospital & Health Care
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Great to small to midsize companies
It's been good. There are times where I ask about something or inquire about a function and the response isn't the greatest
Pros
Being able to make it our own and implement company language(Categories, Incidents, Group Naming, Tasks)
Cons
Customer Support generally wants you to exhaust all means necessary in your own troubleshooting before they actually are of any help.
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Expandable as you need it
This software has allowed us to track end user request for issues and see how the responses trend. It also allows us to track ongoing project with task etc. Though it is not a project managment software it does lend itself to easily manage small projects
Pros
easy to implement, easy to build your own knowledge base repository. Support is quick to respond.
Cons
Updates can be tricky, there is no "Test" environment to test if your data and configuration will work as you expect. So when they update you its trial by fire. Fortunately they have been pretty good about responding to any issues that have arisen.
- Industry: Information Technology & Services
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
Easy to learn and use
Overall, Solarwinds has been a very easy to learn and use system, with a friendly user interface. It is a great starting point for users that do not have experience with information management systems.
Pros
The processes that are most used by my team are very easy to perform. Ticket creation is assisted by a very user friendly UI, and ticket management after tickets are created allow for tickets to reflect evolving issues.
Cons
Proper ticket management and the ability to provide a resolution at the time of creating the ticket without closing it are just a few quality of life improvements that I can see missing as a low-tier help desk member.
- Industry: Publishing
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Better than other products but needs some TLC
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.
- Industry: Education Management
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
A solid ticket management web app
We are getting much more accurate reports for identifying trends in end-user troubles. We have improved incident tracking and overall customer satisfaction.
Pros
I really appreciate the ability to organize columns in my ticket queue according to my preferences. This has greatly improved my ability to review a very active ticket queue and quickly assess what needs immediate attention.
Cons
I lose a lot of time waiting for ticket category suggestions to populate. When the suggestion pops up, it moves it from its normal place in the list of categories. By the time this happens, I could have selected the correct category and moved on already.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Experience with MS Teams (Pending)
Overall experience is amazing & I am loving this application.
Pros
I am using this application since last 2 years & I found that real time alert triggering & Search feature is superb.
We can easily find any required data using this app if it is available in its database & if it is configured.
Cons
So far, I found no reason which I can share as a low-light for this app. Nothing which I can mention as a dwarback for this app.
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Samanage - A seriously good help desk solution
Very good. 5/5 experience, overall the software works exactly as advertised.
Pros
The features work as advertised. We have used Dell Kace in the past and dumped it because of a lack of features; we switched to InvGate. InvGate was a really poor experience, and though it had a lot of features nothing operated properly and support was slow. Samanage has been the total opposite, when we run into an outage it is very quickly resolved and chat support is very responsive.
Cons
Improvements could definitely be made on the built-in reporting side of things; especially when it comes to computer inventory.
