SSD is Simple and Easy to use
November 30, 2022

SSD is Simple and Easy to use

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

Overall Satisfaction with SolarWinds Service Desk (SSD)

SSD is used to keep track of my time spent on client services. Our clients submit tickets to the service desk through email, the SSD website, or by clicking the desktop icon. This system helps us keep track of time and support issues. It can track the status of the support ticket as well as client responses. It is great for keeping the support ticket correspondence all in one place.

Pros

  • It keeps track of client correspondence.
  • It keeps track of time spent completing a tasks.
  • It allows the creation of a list of tasks needed for a project.
  • It is good for assigning tickets to employees.

Cons

  • The reporting functionality can be better for creating invoices. It would be great to make a monthly invoice at the click of a button. Creating invoices in this system can be time-consuming.
  • When customers create tickets, sometimes the tickets are missing information which can cause inaccurate reporting.
  • When you create a filtered view and then read or edit a ticket from the filtered results, there is no way to get back to the filtered list of results. You have to build the search/filtered list all over again.
  • SSD helps us and our clients stay up-to-date regarding service projects and when to bill.
  • SSD is not quick for generating a monthly report for a summation of client invoices.
  • SSD does not allow payment options within the systems. If it does, I am not aware of how to set that up.
SSD is more simplified than N-able MSP Manager. MSP Manager does seem to handle invoices better and is more robust. The screens are more complex but it takes time to get used to them. We went with SSD because it was easy to use without training. After completing the settings, it can be used right away.
When I contacted support, they were able to assist by determining my issue. They seemed knowledgeable and could track emails that were being sent within a ticket. I only contacted support two times and both times the issues were resolved rather quickly. There were support links within the SSD app.

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?

I wasn't involved with the selection/purchase process

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

Yes

Would you buy SolarWinds Service Desk (SSD) again?

Yes

When corresponding with customers about a service, SSD is well suited for keeping track of all correspondences. When sending team reminders to complete tasks, I don't think SSD is well suited. If that feature is offered, it is not easy to set up. Notifications are only sent when a ticket is created, the status of the ticket is updated, or a response is added to the ticket.

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