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Good For Ticketing and Changes. Integrates With Others
Updated March 22, 2022

Good For Ticketing and Changes. Integrates With Others

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Service Desk (SSD)

Good entry-level ticketing system. SaaS-based. Good for basic stuff like ticket creation, tracking, etc. Some 3rd-party integrations. Currently, we use it for several different teams and locations.
  • Good for multiple teams.
  • Integrates with our SSO (Okta), and that is something we always look for in a SaaS provider.
  • Tracking Incidents, Changes, and Problems
  • Seems like it's good for smaller companies. We haven't really stress-tested it with several thousands of tickets and requests. I'd like to see it in a large enterprise. Where it's SaaS-based, it might support that scale.
  • Not as intuitive as I'd like, but a little bit of training can get most people up to speed. Forms would help this with less-frequent users.
  • Prior, a lot of things weren't being tracked and resolved. Having a ticketing system in place has helped that a lot.
  • Some users that aren't frequently using it or trained can struggle with it. Not really a limitation of the product.
ServiceNow is definitely the leader in this space and I've used it at a prior company. It has a lot more integrations and modules. Samanage is good for newer or smaller shops that need something.
Simple tickets, incident reporting, change requests. Integrates with Slack for notification to the assigned teams and queues, which is really nice for us.

SolarWinds Service Desk Feature Ratings

Incident and problem management
7.0
Organize and prioritize service tickets
8
Service restoration
7
Self-service tools
8
Subscription-based notifications
7
ITSM collaboration and documentation
6
ITSM reports and dashboards
6
ITSM asset management
7.0
Configuration mangement
7
Asset management dashboard
7
Change management
7.5
Change calendar
8
Service-level management
7

ROI

Not Sure
  • Price
We didn't have a ticketing system and during the startup part of our company, we needed something other than emails. This was a quickly spun-up solution and got us to where we are today. Like all systems, there is a bit of a learning curve, but that's not a bad thing.

Using SolarWinds Service Desk (SSD)

300 - This was our primary ticketing system for many many years. We had all of IT and Security using it and then it was the main internal portal for our employees to submit tickets. We used a different ticketing system for customers to keep things separate.
We also used this as our CMDB and inventory system. With the agent installed on all company-owned devices, we would have both hardware and software information.
300 - 
We would have service desk, security team members and operations as well as cloud and platform operations. The people that were assigned tickets were service desk, security, operations, etc. Managers would get tickets for things like approvals and such.
Anyone within the company would be users of this, just not administrators.
  • Ease of use
  • User friendly (those that use it occasionally)
  • Integrations with other systems.
  • Hardware inventory
  • Software inventory
  • Blacklist/Whitelist applications
It's good. It was a separate product before Solarwinds purchased it so it still felt like a separate project. For API access and things like that we still had the previous name of the product used for that, but only developers on the IT team and admins would notice that.