Reviews (1-25 of 103)
- Office experience and building maintenance incidents
- IT incidents
- Forms-based approvals
- Business process improvement
- Vendor and contract management
Additionally, the vendor and contract management modules help us track contract expiration on everything from SaaS licensing to hardware and consulting contracts. We also use vendor and contract management to gather and store security-related documentation such as PCI-DSS, SOC 2, and Privacy Policies. We store these with the vendor so that we have a central repository of all security compliance documentation.
- Incident Management
- Process Workflow
- Vendor and Contract Management
- A welcoming landing page
- There is potential to greatly improve the capacity for cascading attributes. Currently, categories are limited to a top-level category and one subcategory. This leaves a fairly shallow decision tree.
- Greater flexibility to modify the layout of incident request forms.
- More integration options for cloud file-sharing platforms. Solarwinds Service Desk has tie-ins to Dropbox but not other vendors.
For larger organizations or organizations with more sophisticated project management, dashboard, incident management, asset tracking needs... as well as larger budgets... something like ServiceNow or TeamDynamix would be a better choice.
The key takeaway for Solarwinds Service Desk is that it has many features at a fraction of the cost of the big players in this space. It won't be as customizable as the more expensive models but it will help you mature your ITSM and help with organization wide process improvement.
- Helpdesk Incident ticketing - Solarwinds does an excellent job of incident tracking and enables you to fold those incidents into Problems and then use effective change management when called for. It provides a full ITIL management package.
- Inventory Tracking and Management - It has a really nice, complete package for Hardware and Software management. The agent is pretty light and data is encrypted.
- Change Management and Approval Workflows - There's a really nice module here. Allows you to attach an Incident ticket or multiple incidents as a Problem. Lets you manage changes to systems, services, etc. and get approvals from the appropriate stakeholders while providing an audit trail for everything.
- Reporting - Custom reporting leaves a little bit to be desired. They need to find a happy medium between having to make your own variables and query and not having the ability to customize a report. It would also be nice to have the ability to export reports to Excel.
- Time Tracking on Incident Tickets - Time tracking is pretty much a manual thing. The agents just estimate the time they spend on a ticket and enter it manually into a time tracking field. There is no automated tracking of time and it's not a mandatory field.
- Project Management - It would be great to have a project management capability built in that we could use to set up tickets, changes, tasks, etc for longer term projects.
The tool seems optimized for use within an organization. I don't see how it would support external customers in a clean fashion.
- Great API Interface
- Now Very Customizable
- Integrates well with G Suite
- Reasonable Licensing Terms
- GUI can be sometimes wonky, especially with newly added features.
- Mass CSV Import feature through GUI can be cryptic and cumbersome. (Better to use the API if you can.)
- Exclusively relies on custom email extensions to automatically create incidents from received emails (ex: firstname.lastname@example.org) instead of reading a properties template for an email forwarded to special support email like Zendesk.
- The "Remote Support" feature that integrates with LogMeIn and GoToAssist has never worked and SolarWinds support doesn't seem to know how to get this to work as explained in documentation.
- Easy, multiple means of creating tickets
- Support is responsive when needed
- Collects information from the monitoring tool
- Fast to resolve any technical issues with the site
- Reports - not very "easy" find it hard to report on items I have created
- Reports - easier use could use more intuitive UI
- Reports - fill it is missing what should be standard reports for users, etc.
- Asset tracking - ability to track end points and software and other assets.
- Incident tracking - workflows to track time and progress of incidents.
- Purchase Orders - Vendors and Po creation and storing and ability to add documents.
- Workflows - New hires, office moves, etc... give multiple tickets for different techs to complete requests.
- Documentation / How-to's of workflows.
- Additional customizable fields on Assets that can be used for reporting/tracking.
- More fields in Location for use of Store name/Address/City, etc...
- Very easy to setup.
- Training end users and people working requests is easy.
- Good customer service and support.
- Lots of features.
- Service catalog forms are limited, it would be better if you could do some formatting or arranging to make it look better to the end user.
- Today there is an agent that is deployed to every workstation, which provides asset inventory. However we don't know what we don't know. I would prefer agent-less integration to see all of the workstations on my networks. Right now I don't know what I am missing, and agent versions change.
- Ability to integrate any remote support application into Service Desk, so and end user could connect from the ticket, chat, or portal to start a remote session.
- Incident Management - tracking categories/sub-categories by site or organization. Notifications to the user as well as those cc'd on the incident
- Change Management - allows for standard identification of change, test and rollback plans, tasks and some workflow with approvals
- Inventory allows for risk identification, asset tag activities, one can see what software is installed, associate incidents with that asset
- Reporting is in my mind a bit basic
- API needs some work also. Why can I not create a saved report and then execute that report from an API call?
It does not provide for much automation and management with regards to your hardware assets. You will need another tool for that and there may be integrations and other Solarwinds products for that and I'm unaware of them.
- Multiple methods that our employees can open and monitor incidents.
- Easy to use app for the IT team to keep up to date with incident status.
- ITSM framework is logical and well thought out.
- Works extremely well "out of the box".
- User portal is a bit dated, needs to be brought forward from 2005.
- More guidance of how to maximize the AI for smart suggestions.
- Incidents - the bread and butter of an IT department. SolarWinds has an easy-to-use configuration. Training takes minutes.
- Inventory is excellent. If technical equipment is purchased, it gets tracked in SolarWinds and we can easily track items, even if they've been assigned to other staff.
- Changes in Incidents should be fully disclosed before dev releases them. Many times we started on a Monday and found things were turned around and it took us awhile to find what we needed and get used to the new setup.
- Reporting really needs to be more robust. We can pull some canned reports that can be used in meetings, but for IT staff who need to get specific information quickly, that doesn't happen.
- Ease of use - everything is fairly straightforward; not a lot of clicking around.
- Ease of management - I can make changes in production without reboots/downtime.
- Portal - can customize to what users want to see.
- Reporting - not as robust as I'd like to see it.
- Incident Management - would like to see user history while working on new ticket.
- Dashboard - would like to be able to customize with more options than what is given.
- On-boarding, so we do not forget any steps
- Off-boarding, so we do not forget any steps
- Change control for tracking system modifications
- Resolving and then closing a ticket--I wish we could just close, without having to resolve first.
- I wish custom reporting was easier.
- I wish automation allowed for multiple key words, such as "key word = this, or key word = that."
- My favorite thing is the options of closing or holding tickets and allowing the end-user to see this in real-time.
- The product is web-based, which allows for ease of use anywhere.
- The pricing is not based on the number of end-users, which is great for a big organization.
- The product does make users log in, which can be a hassle sometimes as we all know people forget passwords all the time.
- The product still lacks a viable chat feature.
- The mobile version is a bit clunky and hard to use even for an IT professional. And the end-users are unable to use the web version altogether.
- Multi-tenant support
- All kinds of graph and charts are available.
- Very customizable
- Very interactive
- Very visually appealing
- Could be more user friendly
- Steep learning curve
- Graphs are not vertically resizeable
- I think the interface (Incidents Page) is easy to use and very customizable.
- Reporting is easy to understand, and there are many pre-built reports that can be used without the user having to do much.
- The asset tracking system allows you to create assets and assign them to particular users or locations. You can also add custom fields to make sure you have all the asset information documented.
- I think the filters for the Incidents can be a little buggy (sometimes shows closed incidents when on the "Active Incidents" filter).
- The reporting section was updated recently and is now much harder to navigate when trying to create custom reports.
- If Service Desk doesn't have a function that other incident systems may have, it can take a long time (or be impossible) to have those functions added.
- Customer support
- General ease of use
- Solutions feature
- Report filtering--I would like to be able to be more granular in the reporting.
- I would like to see an improvement in the way it integrates with Solarwinds Orion and the formatting of the ticket it creates.
We are not currently using the service desk portion of Samanage. It is only used within the IT department for systems administration.
- Easy to deploy! We can install in many different ways, even having the end user install.
- The user interface is fast and responsive.
- Reports are super easy so my director is happy I can gather info he needs quickly.
- Lifecycle changes are tracked automatically.
- We currently don't have a way to add custom fields and report against them.
- Not easy to pull a report for systems missing certain software.
- Very user friendly, end users need little to no training at all
- Customizable, we are constantly changing custom fields to better suit our needs.
- Great Mobile App, having access from a cell phone is very valuable and useful for us.
- Slow-release of updates and/or allowing users to choose whether they want the changes or not
- Add quick video tutorials right into the setup process, so when we try to implement a change, we can check out a quick video to make sure we are doing things right.
We are utilizing SWSD not only in IT but for HR and a couple of other departments that use it for work order intake. In IT we are using most modules: Incident, Problem, Solutions (Knowledge), Change and the Service Catalog.
Using SWSD allows us to stop trying to work through email. It gives us visibility into our workload and who's taking care of what.
- Automations: we use automations to direct tickets to the appropriate team for resolution versus having tickets come in to one team and waiting for reassignment. Time saver.
- User portal: the portal allows us to offer solutions to the end user without them opening a ticket.
- Smart suggestions: offers possible request forms or solutions based on what they type in the search bar. Great self help assistance.
- So far we've been pretty happy with the product. I can't think of anything specific.
SWSD is great for small-medium sized enterprises. Doesn't require a programmer/developer or someone with a specific skill set to administer and manage.
Easy to use and cost effective.
The user portal works well for user notifications and access to forms and solutions. Users also have immediate access to their tickets and can see the current status as well as the history of their tickets.
- I like how user-friendly the interface is. It is very easy to navigate the portal.
- Asset tracking is built-in (not an add-on) and provides a lot of information about the asset.
- Affordable price across all three plans.
- Great technical support.
- The only feature I'd like to be added is to be able to add "States" whichever plan was purchased.
- As with all other subscriptions, some features are only available with higher Tier. However, the price still is very affordable for services offered.
- Sorting and filtering of pending incidents.
- Good flexibility in creating templates for service catalog items.
- Recent improvements in real-time update make the use better/easier.
- Generally a steady flow of improvements over the last year or so have enhanced usability.
- Categories, sub-categories, sub-sub-categories.
- Tailoring form and field display.
- Control and segregation of incident fields separately from service catalog fields.
- Reports module - although I gave up on it and haven't looked recently.
- Ticket/incident triage.
- Workstation inventory.
- Incident task assignment.
- Product development and the communication of product improvements.
- Azure AD integration.
- Licensing for non-IT departments. They expect full price for non-IT to handle incidents/queries.
- Improved time tracking flexibility.
- Solutions/Knowledge base formatting options.
- CMDB is quite lacking - the ability to link various assets and issues/changes.
- Can't specify due dates on incidents to help in prioritization/triage.
- Easy user interface: when we changed from our old service desk our tickets doubled overnight.
- I like the solutions and how easy they are to attach to tickets and to create a solution from a ticket.
- Like the tagging feature.
- Can't just cut and paste an image into a comment or ticket.
- The change management module is lacking items needed for ITIL making it necessary to have other processes.
- The reporting is horrible and hard to use.
- Hard to set up SLAs.
- Permission are confusing.
- Asset Management
- Ticketing (queue, assignments, customization, linking tickets, solutions database.)
- Self-service portal for user ticket submissions and status tracking
- Contract Management
- Change Management
- Automation/ Integrations
SolarWinds Service Desk Scorecard Summary
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- Has featureFree Trial Available?Yes
- Does not have featureFree or Freemium Version Available?No
- Does not have featurePremium Consulting/Integration Services Available?No
- Entry-level set up fee?No
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