Item: SolarWinds Service Desk (SSD)
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use Solarwinds Service Desk throughout our organization. The platform allows us to monitor work coming into each department and gauge problems that arise. We can easily pull reports to track the number of tickets and areas they tickets live in. Departments that use Solarwinds include Accounting, Compliance, Talent Management (HR), Talent Development (Training), support departments for sales, and IT. We've been able to cut down on calls flowing through different areas and can reference old tickets to see how frequently an issue happens.

Pros and Cons

Ease of Use
Filters
Branding/Customization

Time Tracking
Customization of Changes
Faster Support

Return on Investment

Efficiency Tracking of Employee Time
We 60+ agent licenses and they are not cheap. We spend a lot to keep this platform.
Allows big picture view of incidents.

Alternatives Considered

Jira Service Desk and ServiceNow

Each platform has unique features. Solarwinds allows for us to leverage the platform between different departments and that was needed for our company.

Support Rating

When Solarwinds purchased Samanage we noticed a change in support. Response times were slower--we're talking DAYS. I love the chat feature but have had experiences where I have to follow-up each day. Another issue we experienced was an issue with emails coming into Solarwinds Service Desk for one of our departments--the response was very slow, so slow that we ended up removing the department from Solarwinds and coming up with a different solution because their day-to-day job was impacted.

Key Insights

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

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?

Likelihood to Recommend

Solarwinds Service Desk is well suited for ticket management in many areas. It allows customization of roles, categories, sub-categories, required fields.

Restricting roles can become difficult. Example: Our HR department uses the system and sensitive information can go to their department so other departments are restricted from viewing their tickets. Testing has to be done to ensure it is locked down appropriately and training of staff is very repetitive on how to accurately move tickets from one department to another because of the restrictions we have set in place.

Nice platform at a cost

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)