Item: SolarWinds Service Desk (SSD)
Rating: 8
Author: Salvador Salcedo

Use Cases and Deployment Scope

Solarwinds Service Desk is the IT ticketing platform that is used by our organization. It allows the IT Department to track customer issues and address them in a timely manner, both providing updates to the IT team and end-user. It has also allowed us to set up a self-service portal, a knowledge base to common problems that end users find useful.

Pros and Cons

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.

Return on Investment

Tracking of time has allowed charge back to appropriate departments
IT team is clear on assigned tickets.
Solutions used as a playbook on how to fix or resolve specific IT issues

Alternatives Considered

I have used several different ticketing systems in my career and Solarwinds Service Desk stands as being one of the better applications. I have no plans for changing the ticketing system at this time.

Support Rating

Support has been very responsive and quick to resolve.

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?

I wasn't involved with the selection/purchase process

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

Yes

Would you buy SolarWinds Service Desk (SSD) again?

Yes

Other Software Used

Nitro Productivity Suite, Smartsheet, Docuware Cloud

Likelihood to Recommend

Overall, Solarwinds Service Desk is well-suited as an all-around ticketing system. I like using solutions as a knowledge base for both the IT team and end-users. End-users find it easily accessible and navigable. One department that it may not be best suited for is General Services. It does not have geo-mapping and fleet management features that General Services-specific ticketing applications provide.

Solarwinds Service Desk--the right application for the job

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)