May 15, 2020
Score 7 out of 10
We use Solarwinds Service Desk as our Helpdesk support tool to manage and address all IT issues for our entire organization. Additionally, it is utilized by our Facilities department to manage all facilities issues and requests. Solarwinds Service Desk gives us a single platform to understand what issues our end users are having and be able to report on them to our senior management. We also take advantage of the inventory functions of Solarwinds Service Desk to track warranty status as well as being the reporting for budgeting as our laptop and desktops are aging.
Solarwinds Service Desk is a low-cost tool that allows a company to get all of the functions of help desk tracking and ticketing without a major investment. Solarwinds Service Desk is easy to use and very easy to set up. If you are looking for a fast and inexpensive ticketing system this is the one for you.
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Overall, they are responsive to our support requests. We have had some uneven response times, over 24 hours before hearing from our assigned support person, but in general, the support is timely. The support team is knowledgeable and the overwhelming majority of our issues are resolved during the first contact.