Item: SolarWinds Service Desk (SSD)
Rating: 8
Author: Christine Blickhan

Use Cases and Deployment Scope

Solarwinds Service Desk is used across the whole organization. We use it for application assistance/issues, onboarding, offboarding, user security changes, hardware/software issues, change control, and procurement tracking.

Pros and Cons

On-boarding, so we do not forget any steps
Off-boarding, so we do not forget any steps
Change control for tracking system modifications

Resolving and then closing a ticket--I wish we could just close, without having to resolve first.
I wish custom reporting was easier.
I wish automation allowed for multiple key words, such as "key word = this, or key word = that."

Return on Investment

Our users are liking it more since we have changed. They just send an email, rather than going into the UI and selecting Categories/Sub Categories.
Our helpdesk personnel do not like having the users send tickets via email because the automation rules are not as robust as we need them to be, to get the ticket assigned to the correct personnel.

Alternatives Considered

Each application has its own good part and not so good parts. We chose Solarwinds Service Desk because our iSupport license was expiring and we thought we would try something different.

Support Rating

Anytime a question is asked, the answer is given as though the user asking the question knows the application inside and out. Answers to questions should be more detailed and include a URL or documentation. The help within the application is old and should be updated. I say this and have not tried to use the help in quite some time, as it was old and no longer applied with all the application changes that had taken place.

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

Likelihood to Recommend

Solarwinds Service Desk is well suited because you can track help desk items, work request items, change control items, and equipment all in one place.

Solarwinds Service Desk

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)