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

Use Cases and Deployment Scope

We use Solarwinds Service Desk as our Helpdesk support tool to manage and address all IT issues for our entire organization. Additionally, it is utilized by our Facilities department to manage all facilities issues and requests. Solarwinds Service Desk gives us a single platform to understand what issues our end users are having and be able to report on them to our senior management. We also take advantage of the inventory functions of Solarwinds Service Desk to track warranty status as well as being the reporting for budgeting as our laptop and desktops are aging.

Pros and Cons

Good inventory reporting
Easy to use
Budget friendly

Metric reporting needs improvements

Return on Investment

Budget friendly
Easy to set up and use

Alternatives Considered

Zendesk and SysAid

This tool was selected prior to my coming to work for Injured Workers Pharmacy. The key reasons for its selection were to quickly be able to separate traditional IT incidents from IT developer incidents as well as which incidents were actually requests for new functionality and needed to be moved to Project Intake.

Support Rating

Overall, they are responsive to our support requests. We have had some uneven response times, over 24 hours before hearing from our assigned support person, but in general, the support is timely. The support team is knowledgeable and the overwhelming majority of our issues are resolved during the first contact.

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?

I wasn't involved with the selection/purchase process

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

I wasn't involved with the implementation phase

Would you buy SolarWinds Service Desk (SSD) again?

Yes

Other Software Used

Microsoft Office 365, 8x8 X Series (Formerly Virtual Office), Microsoft Dynamics 365 Business Central (formerly Dynamics NAV)

Likelihood to Recommend

Solarwinds Service Desk is a low-cost tool that allows a company to get all of the functions of help desk tracking and ticketing without a major investment. Solarwinds Service Desk is easy to use and very easy to set up. If you are looking for a fast and inexpensive ticketing system this is the one for you.

Easy to use and budget-friendly help desk tool

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)