Best ticket management system for service providers
August 19, 2020

Best ticket management system for service providers

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

Overall Satisfaction with SolarWinds Service Desk (SSD)

In our organization, we are currently using Solarwinds Service Desk as our primary ticketing system to escalate and handle IT security incidents with customers. Not only for incidents but also for the service request, problem & change management. It improved our response time and allowed us to address problems when we have to go and track down communication. It has also allowed us to set up a self-service portal and a knowledge base for common problems. The SolarWinds Service Desk has been a great solution and provided excellent tools for our service ticket management.
  • The user interface is really simple, even new user can adapt to the tool quickly.
  • The SLA Monitoring system is really useful to know how we're performing. That helps us to give timely service.
  • The Solarwinds Service Desk supports lots of integrations with other systems and they are constantly adding more.
  • The email integration need to be improved, tools like Microsoft Outlook for requesters who still use it as a means for creating a ticket.
  • Should have some sort of sound notification that could be configured with the program to allow audio alerts.
  • Can't disable the email notifications based on categories. Creates problems when closing tickets from customers.
  • The accountability for incident tickets is main benefit for auditing and future reference for service quality.
  • Improves the effective communication between the customer and helps to have a track on activity.
  • It increased employee efficiency and helps us to provide service within SLA times.
SolarWinds Service Desk is the first paid tool we choose to buy. Before that we tested the OTRS ticketing system (open source version) but it was nowhere near the SSD. Service Desk has lots of features and is a robust tool and best choice for service-focused organizations.
Support is really great. The support team is really patient, will listen, and they're all committed to having a great product that serves their customers' needs and making any process as easy as possible. Administrators can start a chat with their support team from any of the pages in the tool.

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

Zscaler Internet Access, SolarWinds Security Event Manager (SEM), Fortinet FortiGate, Cisco Firepower NGFW (formerly Sourcefire)
The Incident Ticket management for multiple clients is where this software seems to be really great. The feedback feature on the Dashboard that allows our clients to share to experience is nice to have. The main concern is that we can't use MFA (restricting users to only being able to log with only a username and a password). This is particularly important for administrator accounts.