SolarWinds Service Desk Reviews & Product Details

Service Desk has a service catalog that is so simple to setup, yet extremely effective. They also have one of the most responsive customer support teams I have been around. I have thrown a variety of questions at them and they have always answered me within minutes, regardless of the nature of question. They have been transparent and honest about their product and that has been super helpful in guiding my users to solutions Review collected by and hosted on G2.com.

The reporting function in Service Desk needs a good deal of rework, to include more reports. Another thought to consider is a BI function built into Service Desk or to create your own reports in a BI tool like Crystal Reports or Power BI. I firmly believe that this is something that can definitely be achieved by SolarWinds. Review collected by and hosted on G2.com.

The efficiency this has brought to our team is fantastic. Quicker resolution times, customer responses, custom states, categories, forms, this all helps.

Updating ticket status, category, assigned user can all be done from the Incident List page.

Potential for growth. This is a very scalable software, that we eventually plan on bringing on several other departments to use for requests as well.

Hosted product, so this does not take up any server space. Also, it is accessible form outside of our network.

Customizable, easy to create your user portal, custom categories, custom forms, fields, etc.

The discovery agent was pushed out by SCCM and we can assign primary users. This will allow us to identify systems that have required higher amount of maintenance, so we can look at replacing those systems before they cause any further problems. Review collected by and hosted on G2.com.

The only thing I can pick on is the Single Sign-On setup was a little more cumbersome than I would've like. It does however sync with Active Directory.

Honestly I would prefer to use the portal login page, but my company requires single sign-on. With that setup, it bypasses the login page.

Since implementing this, learning the permissions for different roles takes a little time, but the support for helping with this has been great.

There is nothing else that I have seen that would be considered a 'dislike'. This software is working great for our department and our organization as a whole. Review collected by and hosted on G2.com.

I really like how easy it is to install, upgrade and manage. We are now taking advantage of the ability to track our assets, along with expiration dates, followed up with notification e-mails! This really is a phenomenal product, and it costs pennies to purchase and maintain! Review collected by and hosted on G2.com.

I really don't have any negative point for this particular product. Solarwinds had taken the time to develop a great tool to assist the help desk function and beyond. Most of our tickets are handled remotely, which really helps during the COVID. I would compliment Service Desk with Dame Ware, I call that a smashing duo! Review collected by and hosted on G2.com.

Real-time, User Friendly. The social media vibe using the comment section and notification for communication makes it a lot easier to communicate and document the case. Review collected by and hosted on G2.com.

Auto Refresh, it will help a lot. we are using 3rd party for the autorefresh. Yes, there's a notification that there's a new ticket but we still have to refresh in order to see it. Review collected by and hosted on G2.com.

Ease of deployment and use to our end users.

Ease of use for agent/s.

On-boarding was through and complete.

Users like the styling and availability of the new Service Desk. Review collected by and hosted on G2.com.

Doesn't show when another technician/service desk agent is viewing the same ticket.

Deployment of the Solarwinds Discovery Agent does not have a .msi file making it difficult to roll out across a internal network. Review collected by and hosted on G2.com.

The ease of use, the clean interface. The entire solution is very easy to get setup yet still has the ability to be complex for those who need it to be.

Solarwinds Service Desk has a very intuitive automation system allowing vast control of every aspect of tickets, not to mention the control you can get with API use. By combining the internal automation and using API to setup custom automation through powershell, the system allows to you to control everything and do what you need it to do, when you need. Review collected by and hosted on G2.com.

There are some limitations like how much you can customize when notifications are sent or not sent. Also some areas don't get any notifications which is annoying.

The reporting is confusing and not straight forward. After a year of use and vendor training, we still don't quite understand how it works and just export our tickets into a CSV to do manually reporting. Review collected by and hosted on G2.com.

This is the best tool I came so far, that has an ability to provide transparent help desk services to the customers that focus on the end user. I did not face any issue in its installation and their customers support is very cooperative too. It has empowered me to answer the individual questions and also I can better handle the tickets, which has organized the daily queries for me. It is really working well for the alignment of my business process through its integrated support. Review collected by and hosted on G2.com.

I have been using this tool for 2 years, the interface is not so appealing in terms of visualization, and it takes time to search the tasks, which is very inconvenient. Moreover it is working fine and providing excellent services. Review collected by and hosted on G2.com.

My organization started our SolarWinds trial the day before we received Work From Home orders. Throughout the insanity, SolarWinds extended our trial significantly to allow us to deal with COVID while still testing the Service Desk product. Review collected by and hosted on G2.com.

I wish they were more forthcoming about the pricing structure. A lot of clarification was requested in terms of what features were included in each package, and what each package cost. The purchasing process was not smooth. Purchases are completed through a third party vendor. We were billed for the wrong package - WAY more expensive than the package we had requested. We aren't sure where the miscommunication happened, but it was frustrating to correct. Due to the incorrect billing, our customer success representative presented us with the services offered for the wrong package, so she had to back track and retract several service offers (they were out of scope). I found the package naming to be confusing as well - but that was probably because we were looking at other products that used the same tier names in a different order.

We had to spend a bit of time adjusting our vocabulary to follow the ITIL standards - we had never followed ITIL standards before we began working with SolarWinds. There are a couple of continuity issues with the terminology. For example: on the platform (backend) side, Knowledge Base articles are referred to as "Solutions," but on the user portal side they are referred to as "Knowledge Base Articles". Review collected by and hosted on G2.com.

I like that SolarWinds Service Desk has the ability to host assets, tickets and create profiles for the service desk members, users and external clients. Review collected by and hosted on G2.com.

Solar Winds Service Desk has many annoying things about it. First of all it is usually very slow to load regardless of the speed of your internet connection. Secondly, the search function is not very user-friendly and requires a lot of specialization to find the results you are actually looking for. Review collected by and hosted on G2.com.

This tool has helped me a lot in managing the technical issues that were related to my IT system in the organization. Through this software it is very easy for me to tackle and manage the unwanted incidents that could be a hurdle in the supply of continuous services to my customers. Through one channel now I can handle the working of the numerous desktops and through its features of employee service management, it has opened new ways for me to handle employs queries so that, they can work with consistency. Review collected by and hosted on G2.com.

It lacks much integration which could be helpful in sharing the cloud base data files. In addition the pricing policy is very much high due to which it is not widely available. Review collected by and hosted on G2.com.

Ease of use and visibility. When setup to service your clients, it's a very easy to use ticketing system. Setup in almost a spreadsheet like view, tickets are easy to work with. Review collected by and hosted on G2.com.

Some of the reporting needs to be easier. Review collected by and hosted on G2.com.

I was pleased with the SolarWinds Rep during the initial request for information. The Rep was very professional and attentive to the needs that ServiceDesk will solve for the company. I like that SolarWinds allows a free trial of the product before purchasing to get a real feel of how it works and it's capabilities. The support of the onboarding staff is unmatched, they provide you with plan, many information sources, and excellent customer service. Review collected by and hosted on G2.com.

Not necessarily a dislike, but getting confused as where a particular feature is when performing the initial setup. Review collected by and hosted on G2.com.

It is very good, it has given the possibility to monitor every IT management without exhausting people or intellectual resources very often. I can maintain a high margin of server development or incredible network performance. SolarWinds has optimal database performance. Review collected by and hosted on G2.com.

SolarWinds has so far given a very important lesson for me, I definitely like the way it is built. Review collected by and hosted on G2.com.

There are many benefits to using this. We have finally setup the purchasing part of this and I am in love! The custom forms are very nice! Review collected by and hosted on G2.com.

When going to some pages, it can load really slow. They have broken some custom fields with their updates. So we would have to go back and update our custom fields to get them to work properly again. Review collected by and hosted on G2.com.

I like it for managing our service tickets. For our team of three, it is a great way to track, update, and assign priority to issues. Review collected by and hosted on G2.com.

I wish we could tailor it a little bit more to our exact needs. it seems like more of a "here it is" type of product. Review collected by and hosted on G2.com.

I like how easy it is to navigate and how we can customize reports to best suit our needs. We are also digging deeper into the inventory tracking and I'm excited to see what it has to offer. The reports that we export are also extremely helpful. We are able to see what person specializes most in what type of ticket. We also have split out the level of tickets so that our more advanced team members can tackle them and the newer team members aren't overwhelmed. I also like how it references similar tickets for easy reference to see how you fixed an issue previously. Review collected by and hosted on G2.com.

I don't like how many clicks there are/the process to get from an incident to a problem to a release. I wish there was a way to see all related issues grouped together. We also attach releases and I have a hard time remembering to do that so I almost wish there was a reminder before closing a ticket/change to attach everything before closing. Review collected by and hosted on G2.com.

I enjoy the organizational aspect found in samanage such as the notifications, history of the discussion related to the original issue, and the approval process. I also think the reporting tool is very neat in assessing certain analytics. Review collected by and hosted on G2.com.

I do not like how the tabs moved to the bottom, I thought it was more user friendly on the side where it was before. Review collected by and hosted on G2.com.

The ease of creating automated workflow processes allows for efficiencies to be created and reduction of mundane manual inputs Review collected by and hosted on G2.com.

the reporting could always be better, out of the box reports could be improved. Review collected by and hosted on G2.com.

The product is very easy to use. We migrated from a very complex, antiquated, on-premise system. We were able to import the assets a and other items into SWSD. The interface is VERY customizable. We found that creating our custom forms, service catalog and change catalog was a straight forward process. We opted to standup different modules overtime to make the migration easier. Review collected by and hosted on G2.com.

The process to import assets, hardware, and other items can be very difficult. We had our data in CSV format. The process of using RUBY and the API was not user friendly. Review collected by and hosted on G2.com.