SolarWinds Service Desk
What Is SolarWinds Service Desk?
SolarWinds Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications.
Who Uses SolarWinds Service Desk?
Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).
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Reviews of SolarWinds Service Desk
Shayla
The tool is fantastic for managing incidents
Comments: For IT issue management, change management, and software purchase approvals, we utilize SWSD. Users may see where their requests stand in the IT department's queue, and the department as a whole can stay organized.
Pros:
This incident management software is a tried-and-true classic, with a user interface that's friendly to both IT pros and regular folks. It serves our purposes without overwhelming us with extra features we won't need.
Cons:
More views, like a tiled one, might be helpful for examining incidents or shifts. At this time, just a bulleted list is accessible. More dashboard widgets would be welcome, too.
Sarah
An excellent tool for service management
Comments: For the most part, Solarwinds Service Desk is utilized for automating incident generation through integration and reducing the amount of human work required. Custom dashboards make it possible to see the weekly, monthly, and yearly trends in various types of tickets, such as incidents, requests, changes, and issues, and to perform analysis.
Pros:
It offers a wide range of functions, such as incident tools and an employee support site. In addition, the user interface is simple and clear. To reassign requests, learn about what happened, and access the information you need is simple. I no longer have to worry about maintaining the backend systems. Instead of getting bogged down in making sure all systems are up-to-date, we can concentrate on our business and providing excellent customer support.
Cons:
When a ticket is being updated, the user is not informed that the ticket is in the process of being updated. Moreover, the fact that the search engine does not provide slack binding should be stressed more strongly. During the dynamic page refresh, the page becomes unresponsive.
Verified Reviewer
Good Out-Of-Box product for small, scalable team
Comments: 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.
Verified Reviewer
Efficient and User-Friendly: My Experience with SolarWinds Service Desk
Comments: Many users have reported that the software is highly customizable, user-friendly, and offers a range of features to streamline IT service management. The software also offers good collaboration tools that allow team members to work together more effectively.However, some users have noted that there can be a steep learning curve for new users, and the mobile app has limited functionality compared to the desktop version. The pricing for the software may also be a concern for some businesses.Overall, it seems that SolarWinds Service Desk can be a good option for businesses that need a powerful and customizable IT service management solution, but it's important to carefully evaluate the software and its features to determine if it's the right fit for a particular business.
Pros:
User-friendly interface: Many users appreciate the clean, intuitive interface of SolarWinds Service Desk. The software is designed to be easy to navigate, and users can quickly access the features they need without getting bogged down in unnecessary menus or options.Customization options: SolarWinds Service Desk is highly customizable, which allows businesses to tailor the software to their specific needs. This includes the ability to create custom workflows, fields, and forms, as well as automate tasks and notifications.Collaboration features: The software offers a range of collaboration features that allow team members to communicate and work together more effectively. This includes the ability to create and assign tasks, track progress, and share information in real-time.Integration with other SolarWinds products: SolarWinds Service Desk integrates with other SolarWinds products, such as Network Performance Monitor and Server & Application Monitor. This can be useful for businesses that want to create a more comprehensive solution for their IT needs.Responsive customer support: SolarWinds offers responsive customer support for its Service Desk software, including a comprehensive knowledge base, user forums, and technical support. This can be helpful for businesses that need assistance in setting up and using the software.
Cons:
Steep learning curve: While SolarWinds Service Desk is generally user-friendly, some users have noted that it can take time to learn how to use all of the features effectively. This may be especially true for businesses that are new to IT service management software.Limited mobile app: SolarWinds Service Desk offers a mobile app for iOS and Android devices, but some users have noted that it has limited functionality compared to the desktop version. This can be a disadvantage for businesses that need to manage IT issues on the go.Limited customization for email templates: Some users have noted that SolarWinds Service Desk offers limited customization options for email templates. This can be frustrating for businesses that want to create custom email notifications and alerts.Pricing: Some users have noted that SolarWinds Service Desk can be expensive, especially for small businesses or those with limited IT budgets. While the software offers a range of features and customization options, some businesses may find that it is not cost-effective.Integrations with third-party applications: While SolarWinds Service Desk does integrate with some third-party applications, some users have noted that the integration options are limited. This can be a disadvantage for businesses that rely heavily on other software solutions for their IT needs.
Krishna
It is simple to implement, administer, and update
Comments: In my opinion, web-based program solutions are the way of the future, and SolarWinds is right there with them. I truly mean it when I say I'd want to switch to SolarWinds because of the ease with which everything can be done from a web browser.
Pros:
I like that we can measure time, open rates, add project and task users, and connect files to our projects and tasks. This is a must-have for me in my current position. It's a great way to stay on top of tasks. All task updates are sent to you in real time. Support and asset management use cases are at the bleeding edge of this technology here. An good solution that meets the majority of ITSM criteria is available.
Cons:
The task arrangement for submitting new tickets might be a little complicated at times. Most users won't be able to see or realize how much backend setup is required, thus someone has to do it or teach them.
