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

Use Cases and Deployment Scope

We experienced some growing pains in the beginning but came up with several improvements to the product that have allowed us to begin to use it more effectively. We have expanded to use more of the chat function, which has been especially helpful during this pandemic, and we look to expand our use of workflows within Solarwinds to streamline processes with added accountability.

Pros and Cons

Help Desk
Work Flows
Inventory

Reporting
Rights & roles management

Return on Investment

Good helpdesk tool
Interface is getting better for end-users but it has been a challenge.

Alternatives Considered

BMC Helix Remedyforce

Remedyforce is very expensive for our organization.

Support Rating

The support used to be VERY good--hands-on and always available to assist if needed. But since the merger that has gone away. The last time I requested assistance from the help desk I was given cookie-cutter answers and links to documents that I could read. NEVER offered to call or talk through my question or get any other insight other than the original question. I finally figured out what I needed to do but I was very put off by the lack of concern/enthusiasm I received.

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?

Yes

Would you buy SolarWinds Service Desk (SSD) again?

Yes

Likelihood to Recommend

Solarwinds Service Desk is not a very good reporting tool for your helpdesk or hardware inventory.
Helpdesk flexibility is very good.

Solarwinds Service Desk Review

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)