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Solarwinds works for us!
Updated December 15, 2020

Solarwinds works for us!

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Service Desk (SSD)

It is used across the whole organization. It addresses Incident mgmt, change mgmt, purchase orders, and device management mainly for our organization. Allows for everything to be on 1 platform.
  • Notifications and integrations: communicates notices well.
  • Automations: several ways of setting up automations.
  • New ticket notification: refreshes up-to-date tickets which is a newer feature.
  • I'd like to see more notification options in change management.
  • Solarwinds could improve on reporting features and ease of use.
  • Solarwinds has allowed our company to become more organized with our asset tracking.
  • Solarwinds has been helpful to us maintaining our purchase orders.
I'm generally satisfied with Solarwinds and I think it would be a good fit for the right company.

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

Solarwinds ticketing system has nice features for being able to filter and save filters to easily be able to see which tickets you are looking for. The support team and account reps are very good at responding in a timely manner to issues or questions. It really depends on what expectations a company has as to whether or not Solarwinds would be a good fit for them.

SolarWinds Service Desk Feature Ratings

Incident and problem management
6.0
Organize and prioritize service tickets
8
Expert directory
7
Service restoration
6
Self-service tools
5
Subscription-based notifications
6
ITSM collaboration and documentation
6
ITSM reports and dashboards
4
ITSM asset management
5.5
Configuration mangement
Not Rated
Asset management dashboard
6
Policy and contract enforcement
5
Change management
5.5
Change requests repository
6
Change calendar
5
Service-level management
Not Rated

ROI

  • Price
  • Product Features
  • Product Usability
We were looking for a Incident management tool for our internal employees and a way to organize our IT department to work through Issues. We use all facets of Solarwinds -- particularly Incident management, Change management, Purchase Orders (this works, although could be built out better in Solarwinds), Asset Inventory, Device Management. The most important factor was Incident Management - and automation, the more automation the better as we have a slim department and efficiency is huge.