SolarWinds Service Desk Reviews

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.

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.

Solarwinds has an excellent ticketing system

Comments: 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.

Pros:

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.

Cons:

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.

On-Premise product thatrequires some hefty configuration

Comments: We needed a product that did not cost much and would obey ITIL standards.The tool does the above, but it requires vast knowledge on how to set up, admin and implement changes.The end users seemed to go along with the tool, but when basic changes needed to be made, you always looked for the one person who knew how the original setup was done, as it was the only way of making the changes safely.

Pros:

I like the securityI like the interfaceI think it's a fairly good value as we bought a perpetual license.ROI is fairly good.

Cons:

It is hard to configure, relying on the command line to do many things and not easy to train admin users on administrating this tool.

Alternatives Considered: Dameware

Reasons for Switching to SolarWinds Service Desk: It was cost-effective for what we needed and the size of our user base.

The integral IT management tool to keep your company running smoothly.

Comments: It is satisfying to have a team that provides services within the company in everything related to incidents and IT requirements and supported with a centralized tool such as SolarWinds Service Desk allows the work they perform to be easier, reliable and efficient; This tool is capable of monitoring all of the company's assets and visualizing behaviors, licenses and their use, guaranteeing security within the local corporate network and optimizing periodic maintenance work such as antivirus updates, operating system licenses (a significant point for scheduled audits in the company), which is why Solarwinds SD is an extremely important support for the organization's service desk and for all of us who use this tool.

Pros:

Through the central panel we can see each and every one of the computers that make up our local infrastructure in each of the dependencies (this includes desktops, laptops, printers all in 1, etc.), this means that we can validate their performance and detect when patches or security updates are required in any of them or in the operating system they have, It also allows us to monitor by means of risk management any activity not endorsed by the IT group, such as browsing on websites not authorized by the organization or installing applications within the corporate network, which derives in risk for the security of the equipment and the information contained therein, as well as detecting unlicensed software within the infrastructure, which would be risky for the IT team.

Cons:

Normally the interactions with our IT help desk was a tedious process and in some cases delayed in the attention of incidents or requirements of some areas, SolarWinds SD has adapted within its interface a high degree of intuitiveness that is perceived by each of the users who interact with this tool for the creation of incidents and thus define or assign such requirement to the appropriate personnel in order to achieve a response in the shortest possible time, this ensures maintaining the level of service without any impact and the business process without striking alterations; Solarwinds SD so far has no negative reactions in our organization.

Hossam's SolarWinds Service Desk Review

Comments: My overall experience with SolarWinds is very positive, although we have switched to another system due to budget issues, yet i still prefer it.

Pros:

SolarWinds Service Desk is easy to use & what i like most about it is its dashboard customization feature, as i can be able to monitor my team's ticket status all day long, without having to look into the tickets of other teams, and being SolarWinds, it gives me the ability to view it in appealing charts, and reporting & notification is well maintained.

Cons:

The least i like about it is its cost in relative to other ticketing systems in the market.

Alternatives Considered: Freshservice

Reasons for Switching to SolarWinds Service Desk: Because we are already using SolarWinds Network monitoring tools, so it makes life easier to use the products of the same vendor in terms of integration & ease of use.

Excellent ITSM tool

Comments: Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.

Pros:

Ease of use and customisation. Customer services

Cons:

Reporting is limited. Even customisation in reporting is limited

Alternatives Considered: ConnectWise ScreenConnect, ServiceNow and Zendesk Suite

Reasons for Choosing SolarWinds Service Desk: Price and lack of ITIL support

Switched From: Jira

Reasons for Switching to SolarWinds Service Desk: Price, Ease of use and customisation, Customer services

Great Product for Helpdesk, Task Management and Software Inventory

Pros:

This solution is great for tracking incidents, solutions, problems, etc for company IT departments. It provides an easy to use interface that allows for easy creation of FAQs and a Solutions Database.

Cons:

There are some things bulk items that cannot be imported without the use of the API, which is a tiny bit annoying, and some of their python and Ruby API sample code is out of date or no longer maintained.

Alternatives Considered: Zendesk Suite

Reasons for Switching to SolarWinds Service Desk: It seemed to have a more in-depth product that gave us the detail that we needed and the integration that made our lives a little easier.

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.

Practically Perfect in Every Way

Pros:

It has a clean, easy to use, and intuitive interface. We have only scratched the surface of what it can do.

Cons:

I haven't really found anything I dislike. Our previous solution was that bad.

Good Product for ITIL Best practices

Comments: I am the administrator of the application in my Managed Information Services department. I selected this product, deployed this product and administer this product and the setup and use of the product is intuitive and easy to master quickly.

Pros:

The ease of creating automated workflows makes the product easy to use and creates efficiencies by automating mundane manual processes. Having the ability to work, escalate and integrate tickets all from a single pane of glass is also a good feature

Cons:

Reporting is a downfall for a majority of apps these days. While some of this is mitigated through the ability to filter and export list results, more functionality in reporting is needed.

Alternatives Considered: ManageEngine ServiceDesk Plus

Reasons for Choosing SolarWinds Service Desk: Cost, and functionality issues

Switched From: FootPrints

Reasons for Switching to SolarWinds Service Desk: cloud based and better user interface.

SolarWinds Service Desk - Great Serve desk that meets the ITSM needs

Comments: We've been using Solarwinds Service Desk for a few years now, and I highly suggest it. It provides cutting-edge support and asset management use cases. It is an excellent solution that satisfies the most, if not all, of the ITSM requirements, such as incident and issues management, changes and release management, and asset management.

Pros:

1. Solarwinds provides an excellent Incident Management experience. Agents can prioritize events and add custom fields for improved reporting and analysis. 2. It includes remote control software (Dameware), which enables support personnel to quickly enter into clients' computers and provide remote assistance. 3. It is also beneficial for asset management. Organizations may maintain track of all assets, including their location and status. 4. It is quite simple to open a support ticket. Its connection with email makes things a lot easier. 5. It also provides a Customer Satisfaction survey (which is issued automatically) to assess the level of service provided. 6. It is also cloud-based, allowing users to join in from anywhere and give help.

Cons:

1. The user interface could definitely benefit from some enhancements to make it easier to navigate. 2. The Search functionality is not properly optimized and frequently produces irrelevant results. 3. To create more user-friendly reports, the reporting may be upgraded with a much better UI. 4. The notification system may be improved to allow desktop pop-ups. 5. The mobile app frequently hangs.

A Great product with even greater potential

Comments: Overall, we have had a generally positive experience with Service Desk, we would just like to see them mature out more of their features

Pros:

A few of the things that I like most about Service Desk is the ease of learning to use it. I was able to go from one ticket management system to this one in a single day of training and have had almost no issues in terms of knowledge gaps. Their customer support is top tier and their change management workflow is one of the best I've seen.

Cons:

Reporting. By that I mean the lack of reports and reporting tools. It would be nice to be able to build out our own or create our own reports. A BI tool in this application would really put it over the top.

Alternatives Considered: Spiceworks and ServiceNow

Reasons for Switching to SolarWinds Service Desk: Cost, product quality and customer support

Samanage Helpdesk Best!

Comments: The most granular are where Samanage stands out from the crowd is in its Dashboard and the array of reports that it generates. Upon login, the Dashboard is where users are automatically placed. It provide users with immediate inside into what's going on across the organization.
Another feature I like in Samanage is its single sign-on functionality. Many of contenders failed to support this capability at all. Once users are signed on, they can be assigned different roles and groups depending upon what they need to do and what access level is required.
There's also something Samanage calls "risk detection." This isn't a security tool constantly searching for code holes or digital invaders, however. Rather, it's based on the data Samanage gathers as a helpdesk and asset management tool where it uses that information to keep track of best practices, expiring licenses, and similar information that might compromise your IT organization from a financial or contract perspective. We weren't able to test this feature, so be sure to evaluate yourself thoroughly before banking on it.
Samanage doesn't have everything a good help desk solution should have, but it does offer many features that are important to ITIL, including problem, incident, and change management. Samanage has a pleasing aesthetic, is fairly easy to use once you get used to it, and given its feature breadth you'll certainly find the right tool for the job somewhere in the suite.

Pros:

Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions

Cons:

A lot of features but some seem unnecessary.

Samanage simplified and expanded the feature set of our current Incident Management System

Comments: Samanage helped simplify our incident management, expand our feature set and ultimately helped us increase the capabilities of our customer support and information management on the support side. We were really impressed with the import capabilities and admin capabilities provided right out of the gate. We were also impressed with the flexibility of the licensing and the willingness to help package exactly what we needed for our solution. One feature we have greatly benefited from is the Contract Management which helps us track the different contracts we hold with customers. The Service Requests have also helped guide users into providing information for their requests, making our job easier when trying to facilitate the requests and needing certain information to do so. We were not impressed with the limited capabilities of the Solutions portion of the application and this carries over to the Help Desk Portal which has no current way of organizing Solutions based on the customer or "Site", category, or any such other filters. There is only the option of displaying the solution Internally, which is good because in that view, we can create filters to organize and make sense out of the hundreds of Solutions we have created. But, we really wanted to improve the self help capabilities of the help desk portal we are provided but with the current way Solutions are shown on the portal, we can not use this feature to show customers common solutions to their problems. Overall, Samanage has been a great asset to our support team but we are hoping to see some improvements this year when it comes to permissions for viewing Solutions and also organizing solutions on the Help Desk Portal in a manner similar to how the Service Requests are displayed. I should note that since this is a SaaS solution, we instantly see improvements and features being added and the community.samanage.com site is very active. Lastly, I want to praise Samanage's help desk and engineering team which has been spot on with their support and solution delivery. We have helped to find a number of bugs and problems throughout our use and usually we will see these problems resolved within a week or less which is incredible turn around time for fixing minor issues in a software solution if you look at other companies and traditional on premise software.

Cost per year better than most

Comments: Running this for 5 and a half years now at roughly 30k tickets per year currently. It's been largely stable, but of course a few bumps along the road. The biggest complaint I get is that there's no mobile app, or a limited use one at best. That said, the web UI on mobile is mostly friendly.

Pros:

The pricing tier after the initial purchase is fair. Client UI is actually really great, unless you're a Client Admin on v.12.7.2. Reporting works, so long as you're ok with slightly off numbers.

Cons:

Reporting doesn't report accurately compared to a custom query, which is odd. A two week report has one total, but running the weeks individually returns a different total, which is really weird. Unable to route tickets to a Tech Group based on Request Type, it's stuck to one group. This makes ticket flow a little difficult to work with.

Great all in one solution

Comments: A good choice for all IT teams to start out with

Pros:

The reporting and service catalog saved us a lot of time when doing our monthly reviews. Integrations with different systems such as google and zapier was seemless as well

Cons:

Not as customizable and unable to get what we want exactly. Have to do quite a number of work arounds instead.

Alternatives Considered: JIRA Service Management

Reasons for Switching to SolarWinds Service Desk: Was giving it a shot

Solarwinds servicedesk helps you service the customers

Comments: Very happy!

Pros:

Very easy and nice to see servicedesk system, good integration with other Solarwinds tools, remote acces works fine, CMDB, Solarwinds patchmanagement, remote control

Cons:

In fact it's easy to use bit the price is a little it higher then some other tools.

Easy to work with, easy to integration but need more thing for workflow

Comments: We using Samanage for service desk and inventory, from 2015, we were like the first customer, we give a lot of ideas for them to improve the product. We now using Samanage for IT, Operation and HR department, for the next time we may offer to another department like Business Office. We have the plan to do some application using Samanage API for improve reporting.

Pros:

API very good, can do anything with API. We also create some own application to work with the ticket, other assets by API.

Cons:

Workflow part need improve more, like we need input step, Samanage should compare with other software for workflow like Kissflow, also, user interface not very friendly for the user.

Good Software

Pros:

The ease of use, it's very easy and it is useful, fast and with no problems.

Cons:

The interface is not so good but fair enough to understand

Alternatives Considered: Zoho Desk

Reasons for Switching to SolarWinds Service Desk: Because this is the most complete.

This makes project management a snap

Pros:

The software is robust and full features, everything from helpdesk to asset management. Also the integrations are great, having it easily connected to our zendesk instance allowing the ability to connect issues from zendesk to assets in samanage. This also makes tracking asset warranty simple.

Cons:

When we purchased samanage it seemed to be focused on the asset management. Now they've geared to push more towards the helpdesk software built into to it. Not being able to disable to and remove the options.

Great product, easy to use for the tech and the client.

Comments: Our IT team has used SolarWinds Service Desk for over 5 years. When our Customer Success department started looking for a way to track their requests, we brought them on with us. Now both groups are using the system simultaneously without overlap.

Pros:

The satisfaction surveys are great. The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.

Cons:

Finding a closed ticket can be difficult. I wish there were better filters in the search functionality.

Task Management

Comments: Overall an excellent tool for keeping up with projects! You get real-time notifications on all task updates.

Pros:

I love that we can track time, open rates, add project and task users (for feedback) and attach files. This is an essential tool for my job.

Cons:

Sometimes the task setup is confusing for submitting new tickets. There is a lot of setup needed in the backend that the average user won't know or see so that has to be handled by someone or taught.

Easy to configure & use Help Desk & Asset Management tool for small to medium-sized business

Comments: In the three years we've used Samanage we've had just over 7,000 tickets, we've been able to add and remove administrators and task users as needs arise and jobs change. We use it for onboarding, offboarding, inventory & ticketing. Works great.

Pros:

Works great in all browers, workflow setup was easy, inventory client collects a ton of data that we've used to target hardware and software upgrades.

Cons:

The agent for inventory management had some weird numbering issues, but other than that, i have nothing bad to say about the software.

Basic Software

Comments: SolarWinds allowed us to be more collaborative in our incident management solutions and do analysis on what issues we experienced most and allowed us to come up with solutions to prevent some things from becoming major issues.

Pros:

The ease of use was the best part. It was easy to set up users, make bucket queues for sections and move tickets to other sections as needed. Some systems I've worked with you couldn't move tickets to other queues is they were misrouted.

Cons:

Our module was super basic and support for it was nonexistent. It was one of the biggest reasons for us switching to JIRA for service desk/incident management.