SolarWinds Service Desk
Review of SolarWinds Service Desk Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
Overview
About SolarWinds Service Desk
SolarWinds Service Desk Screenshots
SolarWinds Service Desk Features
SolarWinds Service Desk Integrations
Customer Reviews
See why people love SolarWinds Service Desk
Jesse Z.
Verified UserComputer Software · 51-200 employees
Great IT Support App For Technicians
Verified reviewer
- I personally like how it is easy to view helpdesk tickets, update them, and then close them
- Additionally, having a feature where you can search for users in your organization and the ticket history for them is a true bonus
- The UI is not very user friendly
- Additionally, there isn't a mobile app for IT support technicians, which would be helpful since many techs work outside of an office space
Richard R.
Verified UserReal Estate · 11-50 employees
Solarwinds enabling Service Delivery to Excel
Great product, finally working as we want, initial teething problems, but overall it works really well, integrated with all teams across different continents, with the abilit to hand off tickets seamlessy.
- Custom attributes assist with multi-faceted teams, SLA, and Service management designed with a Service Desk that manages with Value
- Compared to other tools, it excels and allows a full overview of all teams using the desk with interactive dashboards to assist the Management team
Some elements require a lot of thought, Service Catalogs, but overall, an OOB experience that did not hinder progress to launch the new desk
Switched From
More capable product, slicker interface, more in lien with managment reporting and interactive dashboards
Scott S.
Verified UserBroadcast Media · 1001-5000 employees
Great Interface - Still Room for Improvement
We have reduced email congestion for our team and streamlined ticket requests for our media services department.
- The interface is incredibly easy to use
- You can very quickly assign and respond to jobs, and make sure there is no doubling up on jobs
- The mobile app also works quite well compared to others I've seen
The software is really tailored for an IT department, and the company has been unable/unwilling to broaden their focus
Why they chose it
"We thought the interface was the cleanest, easiest, and most responsive"
Santiago L.
Verified UserEducation Management · 1001-5000 employees
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.
- 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
- 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
Lillian G.
Verified UserHospital & Health Care · 10000+ employees
Solarwinds has an excellent ticketing system
It's been a long time since I last logged a help desk ticket. I think they've made some amazing improvements to their service, and now they can hold their own against JIRA and their entire suite.
- 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
- 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
Switched From
It is a proven incident management solution, familiar to both IT professionals and regular users. It's fully featured, doesn't waste our time with unnecessary extras, and gets the job done.
Sebastian P.
Verified UserInformation Technology and Services · 51-200 employees
Nice User Interface, great customer service, ITIL based, awesome inventory management
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.
An awesome customer service and support, great asset management, nice UI, SLA management, service catalog, good reporting
SLAs could be more flexible, give the user the ability to create their own reports, improve the linux agent deployment
Rasheed S.
Verified UserRetail · 51-200 employees
System Support Tehnician
My overall experience has been good with the application due to the multiple networks i monitor on a day to day basis which make it easy to preempt issues.
- Easy access to monitoring multiple networks
- Lack of technical support to direct comments, questions or query's to
aaron b.
Verified UserRetail · 51-200 employees
SolarWinds Review
Verified reviewer
- accuracy of timeline and real time viewing
no actual call support to troubleshoot or actual real person to explain or breakdown a solution to any issues at hand
Verified Professional
Information Technology and Services · 2-10 employees
Streamlining IT Support for Small Businesses
Information Technology and Services
- 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
SolarWinds Service Desk's advanced features require some learning, dedicate time to explore its capabilities
Samuel E.
Verified UserWarehousing · 201-500 employees
Great Product.
Verified reviewer
- Ease of use and good value for money as well
Some SolarWinds products may be resource-intensive, requiring significant hardware resources and system resources to run effectively
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