SolarWinds Server & Application Monitor vs. Zoho Desk

It is a well-suited software for monitoring and surveillance of your deployed nodes. The error-readability and filter options for filtering out logs and errors could be improved. But overall, it has a good UI design, is user-friendly, and is very easy to learn and access for new users.

Incentivized

Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.

Incentivized

• Monitor Azure Cloud Severs- We use SolarWinds SAM to monitor Active Directory and DNS on Several DCs published on Azure Cloud.
• Monitor Hyper V and VMware - SolarWinds SAM monitors applications on both Hyper V and VMware, while also monitoring the physical host machines.
• It also helps us monitor Warranty expiration for physical servers.

Incentivized

• It provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
• There is a very user friendly dedicated mobile application for Zoho Desk for Android and IOS devices.
• You can easily track all of your tickets and agents from the dashboard interface.
• You can insert tags with each ticket to group them into specific categories for analysis and troubleshooting.

Incentivized

• Custom application monitors can be a little tricky to configure.
• Logic in custom alerts can be a little hard to follow and figure out.
• Inability to monitor certificates on custom applications or SQL Server.
• Can be a little slow at times with on-prem SQL server.

Incentivized

• The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
• [I feel] its customer support needs improvement.

Incentivized

We are heavily invested in Solarwinds products for a reason. They are generally easy to setup and run with, requiring only some interfacing with support or help articles on rare occasions. They do what we bought them to do and we can't ask for more.

Incentivized

SolarWinds Server & Application Monitor is quite easy to use and super versatile. It allows you to do just about anything you can through premade templates or through scripting. You can use an agent on the servers if you want to, or you can monitor through WMI or SNMP credentials. You can customize thresholds for alerting quickly, and you can configure alerts to be as complex or as simple as you want.

Incentivized

I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!

Incentivized

The tool works and monitors items 24x7, it only requires maintenance a little more frequently due to security fixes in the Windows operating system.

Incentivized

The graphical interface and the performance of the database leave a little to be desired, they could be better explored.Some functionality and screens do not work well depending on the browser used. The integrations never had any problems or caused crashes in other systems.

Incentivized

I think there was only a couple times I had to open a support case for SAM and one time they got multiple engineers on the phone to get a better idea what I was trying to monitor and was able to point me in the best direction to monitor that system.

Incentivized

As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office

Incentivized

It was sufficient to read their documentation and watch videos.

Incentivized

Make sure SNMP and WMI are configured ahead of time

Incentivized

Nagios requires far more manual work to configure than SolarWinds does, though that also encourages customization and perfect-fit solutions. Nagios also requires far, far fewer resources to run than SolarWinds: SolarWinds wants great gobs of memory and disk, while Nagios is refreshingly humble. Nagios starts working from the first minute, too, whereas SolarWinds needs lots of set-up time.

Incentivized

We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.

Incentivized

It is hard to find the recommended SQL setup and convince others that is the way you should configure the server when you set it up

Incentivized

• Ability to sunset multiple legacy monitoring platforms.
• A single pane of glass across global locations (Enterprise Operations Console) simplifies monitoring for junior staff.
• A single toolset allows staff from across the global environment to share knowledge and quickly set up/modify monitoring.

Incentivized

• Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
• By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
• All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.

Incentivized