Item: SolarWinds Service Desk (SSD)
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We currently use Solarwinds Service Desk for helpdesk incident response and user support, including user self-help via an extensive catalog of how-to documents in addition to the ability for users to search the system for similar issues. Though currently in use primarily by the IT department, we are in the process of building out HR workflows for on- and off-boarding of employees.

Pros and Cons

Easily allows multiple technicians to manage and track helpdesk tickets.
The ability to customize the system is very nice.
A very good end-user portal for tracking their tickets and self-help

Incident automation is limited compared to other systems.

Return on Investment

Management of helpdesk tickets is invaluable

Alternatives Considered

Spiceworks, Zendesk and ManageEngine ServiceDesk Plus

We used Spiceworks for approximately 9 years before moving to Samanage. While reviewing many systems available, we decided on Solarwinds Service Desk for the following primary reasons:

Cloud-hosted and easily accessible from anywhere
Workflow customization
User portal for self-help and the ability for users to track the status of the tickets they have submitted
Decent mobile app

Support Rating

We have not had any need to contact support, but have found their online forums very beneficial.

Key Insights

Do you think SolarWinds Service Desk (SSD) delivers good value for the price?

Yes

Are you happy with SolarWinds Service Desk (SSD)'s feature set?

Yes

Did SolarWinds Service Desk (SSD) live up to sales and marketing promises?

Yes

Did implementation of SolarWinds Service Desk (SSD) go as expected?

Would you buy SolarWinds Service Desk (SSD) again?

Yes

Other Software Used

SolarWinds N-central, Cradlepoint NetCloud (formerly pertino), GoToAssist SeeIt, Microsoft Office 365, GoToMeeting

Likelihood to Recommend

Solarwinds Service Desk is well suited for incident workflows, which are very useful, especially where multiple people are involved at different levels (e.g. from approving requests to being assigned specific tasks within the workflow). Unfortunately, the implementation of automation is limited compared to systems we have used in the past and often leaves us unable to automate simple and routine tasks.

Solarwinds Service Desk Review

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)