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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.
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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.
Strategies for Achieving Exponential Growth in IT Business Solutions
What do you like best about the product?
Quickly respone, best assurance quality and good health checks.
What do you dislike about the product?
Every think is good, i think no downsides of related products.
What problems is the product solving and how is that benefiting you?
SolarWinds is a comprehensive IT management and monitoring solution that helps businesses achieve the best performance, health, and security for their IT infrastructure. It offers tools for monitoring network devices, servers, applications, conducting health checks, and detecting security threats. SolarWinds provides alerting, automation, and reporting features, ensuring rapid response to issues and data-driven decision-making. It's scalable for businesses of all sizes and includes a supportive user community and customer support, making it a valuable resource for optimizing IT solutions and ensuring growth and security.
Solarwind service desk is very powerful IT service management tool. Amazing
What do you like best about the product?
Solarwind service desk is a powerful ticketing tool to help organization to automate and streamline their IT service management. Some of the best features of Solarwind are service catalogue, self service portal, knowledge base documentation for common issues. It can be integrated with NPM and many more server monitoring applications and tools .
What do you dislike about the product?
As it is a cloud based solution there may be a risk of security breach. And it is quite complicated. Otherwise it is very powerful tool for large organisations.
What problems is the product solving and how is that benefiting you?
Solarwinds is very much powerful tool. You can integrate many Solarwinds applications and third party applications with it like NPM, Orion, Ocean and many more.
Simple and configurable incident management
What do you like best about the product?
The configuration is very simple and powerful. You can register your categories and types of incidents, configure the way in which users can enter the incidents (email, web form, opened by the technicians themselves), define the status of the incidents, integrate everything with your email server and with your active directory.
What do you dislike about the product?
I miss that it is not officially translated into Spanish. Fortunately I found a translation on the Solarwinds forums.
What problems is the product solving and how is that benefiting you?
Prevent support requests from coming to us via e-mail, telephone or hallway conversations. It allows us to have a single point of entry for incidents and support requests. It also allows us to generate reports of time spent per project, per department or per technician.
SolarWind Service Desk Review
What do you like best about the product?
The first of its kind in ticketing system for Service Desk/Help Desk. It allowed for IT techs to create detailed tickets for the end user. Each field had its own purpose
What do you dislike about the product?
SolarWinds application did not have a lot of features for the end user to create their own ticket. This prevented self service in the past which is why we switched over to JIRA on-prem.
What problems is the product solving and how is that benefiting you?
It has been a while since I've used the service desk ticketing system. I believe their service has improved greatly and is a great competitor to JIRA and their whole suite.
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