SolarWinds Service Desk

Great ITSM solution

What do you like best? I like how everything ties into one interface. Change requests, incidents, asset management, service requests, problem management, knowledgebase. It makes it very easy to link and reference these items as well. The user interface is clean and easy to use. What do you dislike? I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts. Recommendations to others considering the product: ...

Simple but Flexible platform to manage tickets and change contro

What do you like best? Usage is simple. Reporting is flexible. Capability to do agent driven asset and license management. Contract management. Email integration works really well. Replies captured in comments. What do you dislike? Although basic features are easy to configure and use things get complicated once additional configurations are implemented. Conditional fields, complex forms and workflows are hard to build. What problems are you solving with the product? What ...

Time Saver

What do you like best? The ease of use in submitting to the helpdesk has improved communication of issues and requests to/from our customer. Entering an issue or request via the portal is simple and streamlined. From the back office perspective, adding additional detail (category, status, etc.) is very simple and a time saver for the Helpdesk. We are quickly able to asses where we on for the day using the dashboard functionality, which includes a quick glance into how customers feel ...

Clean and simple service desk with all the right integration

What do you like best? Service desk integrates perfectly with our Solar winds RMM system and allows our first line to log proactive tickets What do you dislike? There could be more depth to ticket rules and templates Recommendations to others considering the product: Does what it says on the tin What problems are you solving with the product? What benefits have you realized? Efficient ticket management for inhouse and external staff

The best way to get IT done

What do you like best? The ease of access for the end-user to send an email and ask for help. Solar winds have always helped us with any questions that we have and answer all questions quickly and in a timely manner. What do you dislike? sometimes it is difficult to construct new help desk processes when we do have an issue they are quick to respond and get the issue resolved. Recommendations to others considering the product: If you have any questions their service desk is ...

SolarWinds Service Desk

What do you like best? Ease of use and setup. Ability to use solutions for customers to self-serve and not enter tickets. What do you dislike? Would be helpful to be able to modify users without needing full admin rights Recommendations to others considering the product: Price is negotiable. What problems are you solving with the product? What benefits have you realized? Our previous solution was cumbersome and not easily modified. The new system is very easy to set ...

Good! Easy to use!

What do you like best? The customization options for the client. Makes it easy to give the client the right needs What do you dislike? The allowance for integration with other systems Recommendations to others considering the product: Allow for greater variation when a company would like to integrate with other ticketing and solution systems like Acello. What problems are you solving with the product? What benefits have you realized? Setting up custom solutions

Great core value with continual improvement

What do you like best? SaaS, having the Service Desk as software as a service has freed up our department to focus on production related projects. What do you dislike? Saas, having the Service Desk as software as a service has sometimes required patience as roll-outs lacked basic functions such as Filter and sort. Recommendations to others considering the product: Great core functions with a push to continual enhancements What problems are you solving with the product? ...

Using it for our help desk

What do you like best? As a manager I can see what is going on with all the tickets and view comments back and forth. What do you dislike? Right now I haven't really found an issue What problems are you solving with the product? What benefits have you realized? All of our user and server issues. The whole team is aware of what is going on with issues. Users can see the progress in their issue.

Great service to manage help desk tickets and change

What do you like best? Separation of incidents, change, contracts and standardized form driven service request templates What do you dislike? There could be better integration between contracts, software licenses and license compliance. What problems are you solving with the product? What benefits have you realized? We manage all of our SOX related change controls via Service Desk. Being able to record changes, test plans, rational and roll back plans and being able to ...