Overall Satisfied for Service Desk Use
June 03, 2020
Overall Satisfied for Service Desk Use

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with SolarWinds Service Desk (SSD)
We are definitely not using SolarWinds to it's fullest capacity, and that is great. It offers the flexibility for us to pick and choose which features we want to implement (even within the Service Desk portion of the product) which has allowed us to scale easily. I have 4/10 departments utilizing the software successfully to act as a help desk for 450 employees.
Pros
- Ability to streamline UI for various roles.
- Extensive administrative settings and options.
- AI to offer suggestions to techs and requesters.
- Extremely transparent about any outages, causes, and steps to prevent again.
- The system is very reliable: has only been inaccessible twice in the past 18 months of daily use.
Cons
- Company will not accept reporting or other customization requests (consider it a new feature)
- Reporting options are not intuitive & most cannot include details.
- Little support from SolarWinds.
- Provided a robust platform on which to build our help desk support in-house.
- Wish I could pick and choose features to pay for a little more.
- Freshdesk and Help Scout
SolarWinds pricing packages allowed an easier entry into the system, while others had either large upfront 'setup' fees. It was branded Samanage at the time, and it was able to offer the necessary features with an intuitive UI, reliable web-based hosting through AWS, a good amount of interface customization, and scalability by only paying per agent.
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
Comments
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