SolarWinds Service Desk (SSD) Reviews and Ratings

Use Cases and Deployment Scope

Solarwinds Service Desk is used to manage our day to day IT operations. This system allows our users to enter tickets, we can prioritise and respond to them. This allows us to run an efficient Issue department. We also use this stem to track and maintain assets. Having the data for our devices in one place, that can be linked to tickets, is helpful.

Likelihood to Recommend

Solar winds service desk is well suited for a small to medium sized department. Is has all of the basics that you’d need in an ITIL compliant application. The interface makes it easy to use and the mobile app is a handy addition to do things whilst out and about.

Use Cases and Deployment Scope

SSD is used to keep track of my time spent on client services. Our clients submit tickets to the service desk through email, the SSD website, or by clicking the desktop icon. This system helps us keep track of time and support issues. It can track the status of the support ticket as well as client responses. It is great for keeping the support ticket correspondence all in one place.

Likelihood to Recommend

When corresponding with customers about a service, SSD is well suited for keeping track of all correspondences. When sending team reminders to complete tasks, I don't think SSD is well suited. If that feature is offered, it is not easy to set up. Notifications are only sent when a ticket is created, the status of the ticket is updated, or a response is added to the ticket.

Use Cases and Deployment Scope

We use SolarWinds Service Desk for our Incident tracking and it helps to use SolarWinds Service Desk (SSD) for the reporting that we must provide to the State of Kansas, however, it does help us with analyzing data to make smarter business decisions as a department. Also, another feature that we use is the Service Catalog, which is a game-changer when it comes to standardized requests and also building an approval and task process. There is also quality customer service with this product and I would highly recommend this company to any prospective customer!

Likelihood to Recommend

Tracking assignees, status, and Service Level Agreements. Complete ITIL process built-in. Significant reporting capabilities. ITAM (sold separately) is robust in the information it provides. Custom fields allow you to build a system that meets your company's needs. If you are looking for in-depth procurement options, you may want to try another product.

Use Cases and Deployment Scope

We are using the SSD for incident and ticket management. We are also using the asset management module for computer inventory, hardware inventory, and software inventory/license tracking. This is the town's first automated ITSM solution. It was selected after reviewing approximately six other products over a six-month period. We are in our first year of implementation.

Likelihood to Recommend

SolarWinds Service Desk is well suited for small to mid-sized environments. Leveraging support and implementation resources, it's easy to get up and going on the tools in a fairly quick fashion. It's best for someone that understands the intricacies of managing IT support environments. It's ease of use makes it an excellent choice for an organization's first automated solution.

Use Cases and Deployment Scope

SolarWinds Service Desk is a single and transparent platform for our employees in my organization as all the employees can log the tickets when any issue comes and can monitor the same on a regular basis and get the resolution in the easiest way possible. It is a ticketing system for most of the organizations today along with ours.

Likelihood to Recommend

It is best suited in a service-specific organization where employees can manage all the assets and have a log for the same giving a pure management platform. Issue Resolution has been automated by just creating a ticket ag it will be logged and get resolved accordingly, minimizing human efforts.

Use Cases and Deployment Scope

Used to manage the support requests from staff and organization assets. The product did a good job of providing a queue to know what issues were present in our system and the asset agent provided a comprehensive inventory of what was deployed on our systems. We also utilized the system to create approval workflows for software and hardware purchases and changes.

Likelihood to Recommend

It would be good for teams that are looking to stand up a service desk system and establish a working inventory. Things like queues and asset tracking are good. You can even create tags to tie your assets in the field to your inventory record in addition to their agent. I think they could do much better at integrating other common tools like rmm products into the platform as some of the inventory gets duplicated with that process and leaves you checking multiple areas and going to other platforms for a complete picture/task. Even their own branded platforms for this were not even on their roadmap. Also, I would say the inventory agent provided a lot of extra info for installed software that is not very helpful and also lead to views of multiple versions installed in the fleet even though it is 1 software that is just reporting differently. It is tough to keep accurate.

Use Cases and Deployment Scope

We use the service desk to support our company and our partners. We use it

to help facilitate issues and repairs. We have it set up to allow

incoming emails to create tickets from inside our domain and outside

domains that our partners are on. It works pretty well. We are able to

respond and escalate tickets to higher groups.

Likelihood to Recommend

If you are looking for a way to support a company and bill based on the outcome this software works really well. If it's a quick password change there was no charge, but if it's troubleshooting things you click the box to charge. It works really well for this. Also bringing all your assets into this and associating them to a client works well. I can't think of anything that this software would not be less appropriate for. It works well for what we use it for.

Use Cases and Deployment Scope

IT helpdesk management, inventory, procurement, knowledgebase, project management. We essentially manage our entire IT department through this application. It was the first helpdesk solution that really seemed to click for us and the integration with Dameware has really become a total helpdesk solution for us.

Likelihood to Recommend

Any small to midsize IT department that is looking for a complete solution.

Use Cases and Deployment Scope

I am

contented by its quality services that have helped me to continue with

consistency. Since SolarWinds Service Desk (SSD)'s implementation in my department, I am at ease taking

in an account of the everyday problems and I am in a better position to tackle those issues within a short span of time and much more effectively as well. This tool

has helped me to carry on our work without any interruptions that could waste our

time and affect employees' workloads.

Likelihood to Recommend

This tool

will definitely benefit various types of organizations, whether you are dealing

in some online business or if you want to bring a smooth operating system in

your production organization. It will help you to be clearer about the workings

and you can manage the incident, problem, change, and request management. This tool

will help you work smoothly. For online business setups, this tool will be a huge

plus. In short, it will help you to control everything from one platform by

enhancing productivity side by side.

Use Cases and Deployment Scope

IT support is very important and most parts of our organization [go] through SolarWinds Service Desk. Customer Support department, HR Department, sales questions, questions about new products are followed through this platform. We use knowledge base and FAQ but need realtime support to follow tickets. Email support is always good, but for user security and accurate tracking of requests, you need to have a comprehensive automation system to be able to manage all sections.

Likelihood to Recommend

In addition to Knowledge Base, customers can chat live and get in touch with IT support, and all this support is much more cloud base[d] and completely secure. In many cases user information should not be sent via email and requires a secure server, [for] which SolarWinds Service Desk is great platform. Dashboard is real time and platform has auto refresh and great notification system. Nice employee service portal and great Service Automation System.