Issue tracking is great from SolarWinds!
June 01, 2020

Issue tracking is great from SolarWinds!

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

Overall Satisfaction with SolarWinds Service Desk (SSD)

Piloted with only a specific department and then rolled out after 2 years to the whole organization. It addresses the problem of site agents and centralized agents who both can resolve issues users experience on technology platforms. It also addresses the need to aggregate solutions.

Pros

  • Issue management
  • Tagging of other people
  • Email notifications
  • Reports

Cons

  • Documenting changes
  • Documenting issues
  • Prompting Solutions
  • Increased speed of ticket resolution
  • Increased capacity to delegate or loop in
  • Overall very positive impact
Selected it due to HIPAA/encryption standards, cleanliness of interface, ability to use across disparate locations, speed of response
After transitioning from Samanage to SolarWinds, we had some small hiccups but otherwise they have great support and are very quick/timely with responses.

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 Service Desk is great for ticketing/issue management at dispersed or local organizations. The SLA breaches help for management of staff and increases timely resolution. It's not as helpful for time tracking or task tracking unless implemented/strictly used.

SolarWinds Service Desk Feature Ratings

Incident and problem management
6.8
Organize and prioritize service tickets
10
Expert directory
4
Service restoration
8
Self-service tools
5
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
2.0
Change requests repository
2
Change calendar
2
Service-level management
2

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