Good ticketing, limited automations and integrations
April 18, 2022

Good ticketing, limited automations and integrations

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Service Desk (SSD)

Used to manage the support requests from staff and organization assets. The product did a good job of providing a queue to know what issues were present in our system and the asset agent provided a comprehensive inventory of what was deployed on our systems. We also utilized the system to create approval workflows for software and hardware purchases and changes.
  • Organizing workloads
  • Supervisor approvals
  • Asset inventories
  • Integrations with other vendors
  • Integration with other SolarWinds products
  • Automations require licensed account
  • Efficiency has been increased
  • Visibility has been increased
  • Accountability of assigned roles
  • Accurate workload represented via report capabilities
SolarWinds Service Desk has been a good fit for what we were looking for at the time. There are some issues with the support of the system after it has gone through acquisitions, etc but that seemed to be getting better. It would say that documentation and training could be better and look at the workflows of the users that work in their system.
It was really good before the acquisitions and rebranding. A lot of the team has changed that supported the system. They have a chat feature for techs that use the system and over the last couple of months, I haven’t been able to connect to a resource. I have got support via email and meetings easy enough so I’ve let it slide.

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It would be good for teams that are looking to stand up a service desk system and establish a working inventory. Things like queues and asset tracking are good. You can even create tags to tie your assets in the field to your inventory record in addition to their agent. I think they could do much better at integrating other common tools like rmm products into the platform as some of the inventory gets duplicated with that process and leaves you checking multiple areas and going to other platforms for a complete picture/task. Even their own branded platforms for this were not even on their roadmap. Also, I would say the inventory agent provided a lot of extra info for installed software that is not very helpful and also lead to views of multiple versions installed in the fleet even though it is 1 software that is just reporting differently. It is tough to keep accurate.