Item: SolarWinds Service Desk (SSD)
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

SolarWinds Service Desk in our organization is being used for issues dealing with technology and service request/tracking pertaining some work orders in our industry. SSD is used throughout our whole organization. Biggest issue SSD addresses is approval emails going to the right person. There is no need to open up SSD to approve a request. Most user[s] are able to reply the the "approval email" and go on about their work. Also, Service Request Forms are easier to track by building a process that best meets your organization's needs. You are able to build a checklist type of process for [a] hardware request, or even when hiring new employees.

Pros and Cons

Built-in email replies.
End-user feedback.
Chat feature.

Programing the "Service Request" process commands: if, and's, or.
Being able to edit the "Forms" layout including Home Screen of SSD.
Last view issues or editing the view you're in when you're an admin.

Return on Investment

More users are using the ticket system to ask for help.
Feedback from end-users has been helpful in developing the service.
Small amount of users resisted in using the platform.

Alternatives Considered

We chose SolarWinds Service Desk for its user friendly platform compared to what we had. Its was easier for requestors to submit tickets, provide feedback, merge tickets, build a suitable approval process.

Our organization had a hard time going back and forth with the end user on providing a status on their request or issue, where most users just didn't follow through or lost interest in their issue. We would have to send multiple emails to get any type of feedback and that's something we did not want to keep on doing.

Support Rating

Only had to use support to help launch the service. Do wish they would have some templates in place that support would have provided. It did feel like we did most of the work even though we paid for a support package.

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?

Yes

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

Yes

Would you buy SolarWinds Service Desk (SSD) again?

Yes

Usability

Hands down the overall usability of SolarWinds Service Desk is great. The only limit is in its programming capabilities. Our organization uses SSD everyday.

Likelihood to Recommend

SolarWinds Service Desk is best suited for help desk and human resources. We only use it for our help desk, but have plenty of ideas for HR that we have not explored yet. Using SSD as our ticketing system is helping more users send in more request[s] because it easy to use.

If someone can make a request for something then SSD can be used. You'll be able to track the interaction from start to finish.

SolarWinds Service Desk is the ticketing software you NEED!

Overall Satisfaction with SolarWinds Service Desk (SSD)