SolarWinds Service Desk Reviews

Incident, problem, and change management are all extremely easy to set up and begin using due to the cloud-hosted nature of the product. As it is fully web-based, low-level training is not required for techs or users.

Overall experience with this product have been great so far. Our employees use this platform more than our last and they have also been able to find their own solutions more. I really love the support from the customer support a lot. The support is always right on top of any issues and I have experience very quick responses when I do need to contact them. A+ on customer support.

We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.

Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.

I am Super Happy with this software. I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.

Overall experience is very good before implementation of this solution we are using internally software for manage service desk and we had lot of issues.

SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform designed to help organizations streamline and automate their IT support operations. The platform offers a range of features, including incident management, problem management, change management, and knowledge management, making it a popular choice for IT teams and support organizations.

The pricing is based upon the number of users in our network that will be accessing the system, and the number of "Managers" running the system.

The salesman were very helpful in providing a great offer on the cost and have kept that pricing concept since we started.

As you are starting out with basically a "Blank Page" it can seem a little overwhelming at first setting everything up to get that final functional asset management and help desk system you envision. However, there are plenty of examples and their help & support is very responsive.

To me, this "Blank Page" is one of the positive aspects of the system. Basically, with some limitations, if I can imagine it, I can build it with what they have provided. This is true if you keep in mind what the original system was designed for in the first place. (The point here is simply: you would be surprised what kind of things people have asked the system to do... way beyond the scope of its design...)

It easily integrates with Active Directory (AD based on Windows 2003 is no longer supported as of this writing) and has a robust permissions setup, allowing you to allow and deny users any number of "Roles" that are pre-configured or that you create as needed.

The easy deployment of the agent combined with the cloud based setup allows the system to work well with users and machines working both in the corporate network, as well as outside of it in satellite offices.

The "Trouble Ticketing" interface can be customized and is easy to understand and navigate. Background elements include the ability to track tickets, warn administrators of tickets that have received no response, cluster common tickets to users and machines for trend and trouble tracking, and provides what I call "Live Response", where you can see who is looking at a specific ticket or item and see their notations instantly.

Probably the most impressive portion of the system is that part that most users will never see: The asset management system.

Once the agent has been installed and is communicating, the amount of information provided is overwhelming at first, and yet still organized and categorized. There is even a built in tool allowing the system to know when a computers warranty is up.

My reason for not giving 5 stars across the board:

The system sometimes has issues tracking software as the "Suite" it is licensed under. This is not necessarily and issue with this system as it is in how it is sold.

Overall, Solarwinds has been a very easy to learn and use system, with a friendly user interface. It is a great starting point for users that do not have experience with information management systems.

Running this for 5 and a half years now at roughly 30k tickets per year currently. It's been largely stable, but of course a few bumps along the road. The biggest complaint I get is that there's no mobile app, or a limited use one at best. That said, the web UI on mobile is mostly friendly.

Overall, we have had a generally positive experience with Service Desk, we would just like to see them mature out more of their features

A good choice for all IT teams to start out with

Easy to upload a Solution Article and based on the employees that are using this on our company it's very interactive because all of the information is already displayed on the interface.

Asset management, asset auditing, help desk ticketing system.

I've been using different ticketing systems from my past employments and in my current company. This is the best so far, the interface is very user friendly.

Benefits:
1. Its easy to use and looks nice. Staff have required very little training, despite not having a centralized system.
2. Its pretty flexible. It's able to do about 90% of what we want it to do.
3. Support is active and engaged. Their community website has a lot of activity, both from others using the product as well as comments from Samanage's support.
4. Its actively developed. Recently Samanage unveiled their Labs feature, which allows areas to enable or disable new features to test out their functionality prior to implementation.
5. Reliability. Being a cloud service, you need it to be available and accessible. We've only had one minor outage during our time with Samange, and that was resolved quickly. They also provide great visibility into their uptime through a website, http://status.samanage.com

Problems:
1. Filtering. Filters for incidents need additional work to become more robust. Currently, each new filter type acts as an AND filter, while multiple of the same type of filter act as OR filters. In some cases, you can't achieve the type of filter required at all.
2. Reporting. While the built-in reporting looks nice and has some decent out-of-the-box reports, it's not at the level of sophistication most organizations really need to get their full value out of this product and the data it has. For instance, there is no query builder or ad-hoc reporting, so you're limited to what you see.
3. Groups and Roles. Groups are treated like individuals, so if you report on a group's incidents and one of the members in that group has an incident, you won't see it, which is challenging. Roles are pretty robust, but a person can only belong to one role. If you have exceptions for individuals, you basically need to create a special role for each one of those cases which won't scale for large organizations.
4. SLA's and automation. The current SLA implementation is restrictive and cumbersome. And that's pretty much the only way to provide any sort of automation to routing, closing, etc. for incidents.
5. Slow feature development. Samanage has done an excellent job of rolling out various features throughout the year. However, there are some long-standing feature requests that have been in development for years and executing on them has been slow.

While the above issues are a concern, I have faith they'll be addressed and result in a stronger product in the long run.

SolarWinds allowed us to be more collaborative in our incident management solutions and do analysis on what issues we experienced most and allowed us to come up with solutions to prevent some things from becoming major issues.

we wanted a more user friendly and simpler approach for our internal users and IT staff and this was a great tool. Super easy to use in comparison to other similar software I have used