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Easy to use, yet powerful.
What do you like best about the product?
Intuitive interface, many features, customer service has been very good, price point good.
What do you dislike about the product?
Would like more form design features when creating a service catalog item. Different solutions for submitting solutions via email.
What problems is the product solving and how is that benefiting you?
We use Solarwinds for tracking all items/issues which may be required in an audit.
Recommendations to others considering the product:
Worth giving this a look. Integrates into other applications.
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Solid Help Desk
What do you like best about the product?
The automation part of the product is most valuable to me.
What do you dislike about the product?
I was not too fond of the cascading menu system, but Solarwinds has fixed this in the latest update.
What problems is the product solving and how is that benefiting you?
We use incident management to allow users to submit tickets. We use change control for managing change in our environment, we use procurement to manage contracts, and we also use inventory to manage our hardware.
Great Tool to track tickets and inventory
What do you like best about the product?
The small footprint and ability to track software installations and hardware asssets helps me to keep accurate and reliable inventory for easy access from anywhere with internet access.
What do you dislike about the product?
Some searches for specific things is a little convoluted and sometimes can be hard to find what you want. It is not as intuitive as I would like but still a great tool.
What problems is the product solving and how is that benefiting you?
Solved the ability for accurrate asset tracking. The benefits of being web-based make it much easier to access from anywhere at any time. This makes reporting very simple and available when management needs it.
Flexible system for IT support and asset management
What do you like best about the product?
Simple for staff to use for logging support issues, allows support staff to be notified quickly of any problems and communicate with other team members or reassign this as needed. The ability to also assign an email to each subcategory allows system alerts to be quickly assigned to the correct place to allow for effective resolutions and monitoring.
The asset manager allows a range of assets to be loaded within the system; these can then be assigned to a support ticket to monitor reoccurring issues effectively.
It is also possible to configure user groups to have a unique view of categories and cases for each user. This is key in a business that operates in wide-ranging department types. We have used this to minimize the categories available to staff to avoid tickets being raised in incorrect categories - shops/warehouse and office staff will experience very different issues and we wanted to keep this as simple as possible to encourage its use. The same configuration also allows line management to have visibility of any support issues raised by their team to allow for effective escalation.
It's also great to see continuing development, the recent rollout of the team's integration could be a significant step forward in making this easy to use.
On a final note, I wanted to point out how helpful the support staff are at SolarWinds, they are easily contactable via a live chat option for admin users. They are clear and take the time to understand the issue and find the best solution. Many great systems are let down by the support staff, fortunately, this is not one!
The asset manager allows a range of assets to be loaded within the system; these can then be assigned to a support ticket to monitor reoccurring issues effectively.
It is also possible to configure user groups to have a unique view of categories and cases for each user. This is key in a business that operates in wide-ranging department types. We have used this to minimize the categories available to staff to avoid tickets being raised in incorrect categories - shops/warehouse and office staff will experience very different issues and we wanted to keep this as simple as possible to encourage its use. The same configuration also allows line management to have visibility of any support issues raised by their team to allow for effective escalation.
It's also great to see continuing development, the recent rollout of the team's integration could be a significant step forward in making this easy to use.
On a final note, I wanted to point out how helpful the support staff are at SolarWinds, they are easily contactable via a live chat option for admin users. They are clear and take the time to understand the issue and find the best solution. Many great systems are let down by the support staff, fortunately, this is not one!
What do you dislike about the product?
When attempting to use the email only option we found that it was not as intuitive as we would have liked, new tickets would be created for replies rather than adding this to the existing ticket. Although i will confess we have adopted well to a portal set up where all users login and have not looked at this for at least two years so may have improved.
What problems is the product solving and how is that benefiting you?
We use this as an IT support system, it has helped us deal with 15,000 support issues in the last two years. Staff within the business find it is a great tool to get them the help they need as quickly as possible.
Transparency is Key
What do you like best about the product?
Using the Solar Winds Service Desk has provided a level of transparency between IT and our clients that wasn't available before. This has increased satisfaction with our response time because end users see every step of the process from the time they submit a ticket until it is resolved.
What do you dislike about the product?
Creating automated processes can be tedious if you don't pay close attention to every step. One misstep and the entire process fails. So sketch out your If This Then That schematic before taking it on.
What problems is the product solving and how is that benefiting you?
We handle all day-to-day IT requests on the Service Desk. We also use the Service Catalog to request new equipment. And recently, we've expanded the use to our Business Department, who now processes all reimbursement requests through a ticket request as well.
Frustratingly simple
What do you like best about the product?
Personally, there's not a single part of SolarWinds Service Desk that I enjoy as a user and an administrator. Our operations department, on the other hand, also doesn't like it; however it fills their needs of easy assignment and task delegation to their technicians through email notifications. Their licenses for agents are priced very competitively.
What do you dislike about the product?
I dislike the glaring lack of customizability. I dislike that the end user experience is overly complicated. I dislike that custom views for tickets hardly ever work. I dislike the fact that there are virtually zero integrations available. I especially dislike the fact that when I contact SolarWinds for support that they don't even use the product they're selling to provide the support.
What problems is the product solving and how is that benefiting you?
Solar winds provides a way for users to reach out to us for assistance and for us to communicate with clients. The SLA notifications and reminder system is very helpful and has kept us on track during busy periods where it's easy for things to slip through the cracks.
Recommendations to others considering the product:
Unless you are a small firm with a tight budget or don't need more than a barebones support experience for your users and agents, please save yourself the headache and look somewhere else.
Best in market for help desk solution
What do you like best about the product?
Map multiple device alert/alarm and get summary graphical report on email.
What do you dislike about the product?
Not yet found anything to share.If found will share.
What problems is the product solving and how is that benefiting you?
Mapped all server and devices to monitor alert and trigger automatic service ticket to concern person
Recommendations to others considering the product:
It is best product to easily manage all your alert from multiple devices and can monitor through one screen solutions.
Easy to use, cost-effective, cloud-based service desk platform
What do you like best about the product?
Ease of use, cost for enterprise, cloud-based
What do you dislike about the product?
Doesn't have a large market share yet, though since purchasing Samanage, that has improved.
What problems is the product solving and how is that benefiting you?
ITIL-compatible service desk. Google authenticated, equipment inventory.
SolarWinds Help Desk Essentials
What do you like best about the product?
SolarWinds Help Desk Essentials good combination of help desk and remote support software helps us manage and resolve IT tickets faster. We can monitor our entire network quickly, and in case of any issue, we can rectify them quickly and fast. So our business will not be safer and work soomtly. we can resolve user and customer issues fast basis and provide a proper response to them.
What do you dislike about the product?
Sometimes we can not get accurate information from Solarwind because network devices do not sync to Solarwind, so its affecting our Network, web server traffic, and application.
What problems is the product solving and how is that benefiting you?
We can easily integrate with our network devices and data centers so we can monitor entire devices with one solution so our customer will not hamper and get any outage.
Recommendations to others considering the product:
Its centralize, and automate help desk management tasks also provides flexibility to automate ticket assignment, routing, escalation, and SLA alerting. We can offer any solution quickly basis.
Cloud service desk
What do you like best about the product?
Customization layer and options to integrate external API services, email access to share relevant information and applications in the cloud.
What do you dislike about the product?
I have no control and stability problems, I like my system.
What problems is the product solving and how is that benefiting you?
Direct communication and assistance with users by tickets on the website and communication by system.
Automatic information and user management.
Automatic information and user management.
Recommendations to others considering the product:
User manager and give direct support to user by automatic system.
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