SolarWinds Service Desk

A Simple, Easy Service Desk Option

What do you like best? This product has a very intuitive, easy to user interface with lots of options. The improvements Solarwinds has made thus far further improve that experience. What do you dislike? The cost, as compared to competition like JIRA Service Desk, is not very entry level friendly. JIRA gives smaller teams a more affordable cost of entry, compared to Solarwinds Service Desk. Recommendations to others considering the product: Make a true cost comparison with ...

Surprisingly easy-to-use!

What do you like best? I like the ease of creating new views, categorizing the tickets without opening them, and assigning from the main Incidents page. What do you dislike? The reporting is quite rigid and the pre-canned reports aren't always what I want to see. Recommendations to others considering the product: Good value to be had with SolarWinds Service Desk. The ticketing is very easy to use and intuitive. If reporting is high on your list of must-haves, this app is a ...

Gets the job done

What do you like best? Solarwinds service desk provides a functional solution for IT help desk. My company uses this service for all non-JIRA ticketing. I have found it sufficient for all my needs, with some minor quibbles. What do you dislike? I wish there were more options for automation to streamline our workflow. What problems are you solving with the product? What benefits have you realized? More accurate ticket documentation is a definite improvement and effective asset ...

So far a great product for asset procurement and management

What do you like best? I'm impressed at how clean and simple the dashboard is. All the asset information for each device is readily available with export capabilities. I'm still learning the application, but I'd say so far it has been a positive investment. What do you dislike? There isn't much to dislike being I'm only using the Asset management portion of the application. What problems are you solving with the product? What benefits have you realized? Asset Management and ...

SA Manage implementation/review

What do you like best? Love the ease of use and configuration of the application. SAManage (SolarWinds) has allowed Streetlane to manage service requests in a more easy and structured way to provide our internal clients quicker service What do you dislike? SLAs not very intuitive to implement. We are still not fully utilizing all the options available withing Solar Winds Service Desk What problems are you solving with the product? What benefits have you realized? we are now ...

Review of Solarwinds Service Desk

What do you like best? The self service portal has been very well received by our end users. What do you dislike? There are some limitations with SLAs, reporting, and preventing users from emailing to create new tickets. What problems are you solving with the product? What benefits have you realized? We are reducing our calls from users to report issues by providing a good end user portal. The benefit is it is freeing up technology staff to work on resolving issues versus ...

Excellent, Powerful Platform

What do you like best? The powerful interface masked with a clean UI. I like all the automation features and I especially like the automatic info harvesting from client machines. What do you dislike? The system could be more intuitive, but it is also a larger system than is absolutely necessary for our company so I'm sure with more dedicated time it would be easy to master. What problems are you solving with the product? What benefits have you realized? The biggest benefit ...

Solarwinds Service Desk formerly Samanage

What do you like best? Solarwinds recently acquired Samanage and rebranded the product Solarwinds Service Desk. As a new samanage customer, this caused a little anxiety but I'm happy to report that I think this has been a positive transition. Solarwinds as a great reputation for making strong products (we used other solarwinds products before this), and they seem to be actively developing the product. It's relatively affordable, very simple to administer, and customizable to the level we ...

Solid product with some limitations.

What do you like best? The product covers all aspects of an ITSM product and provides an ITIL framework. Easy to administer and comes with a defined set of reports. Asset management works well and the solution module is very helpful when directing team members. What do you dislike? It is not possible to create team dashboards or team accessible reports. Also there is limited workflow capability and only basic view building capabilities. The product is somewhat expensive, but it ...

Great Product Easy to Use

What do you like best? A great integrated product. Simple to use which is very intuitive. Ever growing SWSD has a great future and some great new features coming What do you dislike? SWSD is great at doing the more complex things which is sometimes to the detriment of some of the basic UX features. This has got better over recent months What problems are you solving with the product? What benefits have you realized? An all round, integrated, dependant focused Service ...