Solarwinds Service Desk Review
Updated December 11, 2020

Solarwinds Service Desk Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Service Desk (SSD)

Solarwinds Service Desk is used by multiple technical support teams within the University. The primary reasons for selecting Solarwinds Service Desk were its ability to assist in asset management as well as being HIPAA compliant.

Pros

  • Asset management
  • Ticket management

Cons

  • Lack of public-facing site for general solutions or tips
  • Doesn't auto-assign trouble ticket to individual well
  • Helped satisfy HIPAA audit assessment (asset management)
  • Quicker response time with service desk app
When we transitioned to Solarwinds Service Desk, it was the only hosted service that was HIPAA compliant. Having a HIPAA-compliant solution was a requirement to allow us to support our health care clinics.
At times, they reference online support pages that don't provide enough details (i.e., single sign-on with Microsoft ADFS).

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?

No

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

No

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

Yes

Would you buy SolarWinds Service Desk (SSD) again?

No

Solarwinds Service Desk is well suited for organizations with multiple divisions that provide support, require the ability to manage assets, and are HIPAA compliant.

SolarWinds Service Desk Feature Ratings

Incident and problem management
7.0
Organize and prioritize service tickets
9
Expert directory
6
Service restoration
5
Self-service tools
5
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
9
Policy and contract enforcement
7
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

ROI

Yes - SolarWinds Service Desk replaced FreshDesk
  • Price
  • Product Features
SolarWinds Service Desk was one of the few solutions that was HIPAA compliant and was better priced compared to other HIPAA compliant solutions.

Comments

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