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

Overall Satisfaction with SolarWinds Service Desk (SSD)

Use Cases and Deployment Scope

We use the service desk to support our company and our partners. We use it
to help facilitate issues and repairs. We have it set up to allow
incoming emails to create tickets from inside our domain and outside
domains that our partners are on. It works pretty well. We are able to
respond and escalate tickets to higher groups.

Pros and Cons

Pros

Inputs screen shots very well.
Allows us to add out external partners with out giving domain access.
You are able to customize the web info with your logon and any info you want. Looks nice.
You can setup to have users and assets correlated together.

Cons

Improvement in the Help Desk Dashboard for the end-user. Looking for old tickets is kind of a pain for our end users.
Pop out widgets would be nice.

Return on Investment

This software helps us complete tasks quickly with the interface dashboard.
Helps us weed out simple tickets and complicated ones at a glance and assign them to the right group.
Allows us to work on projects and be more productive.

Support Rating

Support is really on it when you need help. The issue we have had they help us right away. They really seem to know their product. They always get you up and running when you run into a snag. Or even if you are having an issue trying to figure something out. They are always helpful and nice.

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

Other Software Used

SolarWinds Network Performance Monitor (npm), SolarWinds Dameware Remote Support (DRS)

Likelihood to Recommend

If you are looking for a way to support a company and bill based on the outcome this software works really well. If it's a quick password change there was no charge, but if it's troubleshooting things you click the box to charge. It works really well for this. Also bringing all your assets into this and associating them to a client works well. I can't think of anything that this software would not be less appropriate for. It works well for what we use it for.

Comments

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Solarwinds service desk making things easy.