SolarWinds Service Desk

Pros

Users can see where their requests are in the IT department's queue, and the department can stay organized. A revolutionary advance in Service Desk/Help Desk ticketing systems. Enabled IT support staff to generate user-specific support tickets with greater specificity. They all fulfilled different functions.

Cons

The SolarWinds app did not provide the end user with many options to create their own ticket. We switched to local JIRA because it used to avoid self-service.

Pros

Being a IT services company with multiple clients and different networks and tenants. Helps cut down my task and admin duties in half.

Cons

The price is high compared to other options but the integrations it offers is worth it to my business structure.

Pros

Knowledge Base Article Access can be Customized

Cons

Domain management requires the enterprise plan

Pros

I like the securityI like the interfaceI think it's a fairly good value as we bought a perpetual license.ROI is fairly good.

Cons

It is hard to configure, relying on the command line to do many things and not easy to train admin users on administrating this tool.

Alternatives Considered

Reasons for Switching to SolarWinds Service Desk

Pros

Easy access to monitoring multiple networks

Cons

Lack of technical support to direct comments, questions or query's to

Pros

SolarWinds Service Desk has significantly improved my small business's IT management by providing a user-friendly platform for addressing and resolving issues. The easy-to-use platform allows me to quickly track tickets, and automate repetitive tasks, saving me time and effort. The software integrates well with other tools, and the insightful reports help me stay informed about my team's performance and make data-driven decisions to improve our service delivery.

Cons

SolarWinds Service Desk's advanced features require some learning, dedicate time to explore its capabilities.

Pros

Solarwinds service desk is used to manage and handle our network entirely with its amazing alert generating features.

Cons

Nothing to be like least in solarwinds, it is best to manage and handle network alerts and if anything went wrong or any issue with our network devices it os generating alerts and alarms for the same.

Pros

accuracy of timeline and real time viewing

Cons

no actual call support to troubleshoot or actual real person to explain or breakdown a solution to any issues at hand

Pros

Ease of use and good value for money as well.

Cons

Some SolarWinds products may be resource-intensive, requiring significant hardware resources and system resources to run effectively.

Pros

Through the central panel we can see each and every one of the computers that make up our local infrastructure in each of the dependencies (this includes desktops, laptops, printers all in 1, etc.), this means that we can validate their performance and detect when patches or security updates are required in any of them or in the operating system they have, It also allows us to monitor by means of risk management any activity not endorsed by the IT group, such as browsing on websites not authorized by the organization or installing applications within the corporate network, which derives in risk for the security of the equipment and the information contained therein, as well as detecting unlicensed software within the infrastructure, which would be risky for the IT team.

Cons

Normally the interactions with our IT help desk was a tedious process and in some cases delayed in the attention of incidents or requirements of some areas, SolarWinds SD has adapted within its interface a high degree of intuitiveness that is perceived by each of the users who interact with this tool for the creation of incidents and thus define or assign such requirement to the appropriate personnel in order to achieve a response in the shortest possible time, this ensures maintaining the level of service without any impact and the business process without striking alterations; Solarwinds SD so far has no negative reactions in our organization.

Pros

The platform was visually appealing and the setup seemed rather easy to become accustomed to.

Cons

We were unable to come to a monetary agreement and went with another ITSM.

Pros

A seamless reservoir of information with intuitive workflow and setup capabilities that greatly simplifies service desk management.

Cons

Lapses in chat response time and limited features for software management and SLA warning functions can pose challenges.

Pros

I use this tool on Teams to creat and view tickets for IT support. And for me it's very pratical and a quick way to report IT situations.

Cons

When answering to the helpdesk, my comments weren't registered.

Pros

1. Solarwinds provides an excellent Incident Management experience. Agents can prioritize events and add custom fields for improved reporting and analysis.
2. It includes remote control software (Dameware), which enables support personnel to quickly enter into clients' computers and provide remote assistance.
3. It is also beneficial for asset management. Organizations may maintain track of all assets, including their location and status.
4. It is quite simple to open a support ticket. Its connection with email makes things a lot easier.
5. It also provides a Customer Satisfaction survey (which is issued automatically) to assess the level of service provided.
6. It is also cloud-based, allowing users to join in from anywhere and give help.

Cons

1. The user interface could definitely benefit from some enhancements to make it easier to navigate.
2. The Search functionality is not properly optimized and frequently produces irrelevant results.
3. To create more user-friendly reports, the reporting may be upgraded with a much better UI.
4. The notification system may be improved to allow desktop pop-ups.
5. The mobile app frequently hangs.

Pros

Network Monitoring and Reporting / analytics re two feature mostly used in our organization.
This tool also helped me log into employees desktop and understand step by step to resolve any particular issue.
Provides way better workflow process and I am sure It may get way bigger.

Cons

Reports could be managed in a better format or structure because there is so much you can do with reports.

Pros

To give some background, we took on IT services for a smaller company that was getting absorbed by us. While a lot of the IT foundations laid down were pretty flimsy or problematic, one thing stuck out as very well done. They were using Solarwinds for I.T. support and it was definitely a sigh of relief amongst the other mismanagement from before.

Everything such as device enrollment was pretty simple, the feature set for online client management was well-stocked, and my favorite was the ability to remote in without needing an external program to do so. We currently use Kaseya and it's just hot garbage, I sincerely wish we could move over to Solarwinds for our main company's IT helpdesk tools.

Cons

While there is a lot to like about this, some of the UI felt a little "cramped" from time to time. The feature set was nice, but what I was looking for was sometimes a tiny little button on a small option bar. Perhaps some buttons or icons of size would help streamline things, as this can also make training others more difficult, since the task options are easy to miss.

Pros

This tool is a hidden gem. Compared to it's peers in the ITSM space, SAmanage has all the features you would expect from an Enterprise ITSM without the Enterprise price tag. It's cloud based SAAS model saves you from the hassles of onprem setups, and if you are global it just works for all your users. The feature set is rich, I recommend you do a Proof of Concept (POC) with them to gain an appreciation of everything the product gives you. The on-boarding process was very well orchestrated, they guide your team through the whole implementation via a Trello board. Everything is spelled out for you, there is little risk here. Truly an Enterprise Grade Product at a reasonable SMB Total Cost of Ownership (or Subscription-ship). Worth having a look.

Cons

The product does not hit the radar in terms of "Known" go to ITSMs. So this left us to do more research and vetting with their existing clients. Also, because they are lean on price, they do not spend a lot of time "Wining and Dinning" you, and this gave us the false impression of the organization being small. They are not small as we found out in the implementation phase. They are a true SAAS so they don't have travelling sales people with territory in the traditional sense, again it gave us the wrong impression of their sophistication. Some of the features compared to the expensive ITSM packages are not as robust, but for the prices difference we can accept those as is. They meet our needs as is. I do recommend you do a PoC with them to gain a full appreciation for what they do offer and where some of their simplicity map-out for your needs.

Pros

Solarwinds Service Desk is an easy to use application platform to track service request. Its interface and dashboard are quite impressive. The SLA feature is very cool.

Cons

Team collaboration on the platform should be improved. The license is quite expensive

Pros

Samange is very quick to setup, customization's are easy and don't require programmers. The software has many editable fields that allow for quick reporting, SLA tracking, and user satisfaction.

Cons

The only limitation to Samange that I have seen is if you are working to resolve an item it is a one to one relationship. I would like to see the outbound emails tagged so that if a 3rd party is engaged and reply's via email it is auto captured in the system. Many to one responses are lacking.

Pros

Real-time, User Friendly. The social media vibe using the comment section and notification for communication makes it a lot easier to communicate and document the case.

Cons

Auto Refresh, it will help a lot. we are using 3rd party for the autorefresh. Yes, there's a notification that there's a new ticket but we still have to refresh in order to see it.

Pros

The biggest advantage my team has with Samanage is that you can create solutions for common issues, that you can easily attach to a ticket and not have to re-type the solution over and over again. Other then that ticketing system is fine, does what we need it to but reporting could use some enhancements.

Cons

Would like a more in depth reporting mechanism, could be that my company doesn't use the tool to the best of it's ability but there needs more vision on software/hardware we have.

Pros

The ease of use was the best part. It was easy to set up users, make bucket queues for sections and move tickets to other sections as needed. Some systems I've worked with you couldn't move tickets to other queues is they were misrouted.

Cons

Our module was super basic and support for it was nonexistent. It was one of the biggest reasons for us switching to JIRA for service desk/incident management.

Pros

I used this at work mainly as a service desk tool for our internal users. I found this super easy to use, and manage my open incident tickets. I like the interface its fairly intuitive. I particularly like the customizable dashboard view and the colour coding of statuses so its easy to see which tickets are open or need urgent attention.

Cons

the costs of adding extra administrators so we were limited.

Pros

Allows us to monitor and spot issues after alerts have come in

Cons

I have no negative experiences with Solarwinds

Pros

From asset tracking to IT management, this tool has all we need
The deployment process is quite straightforward and the customer support is amazing.

Cons

Quite helpful and no worthy complaints to list.

Pros

Super reliable and efficient in all ways

Cons

Haven’t encountered any problems using the Service Desk provided by Solarwinds..Solarwinds is excellent and amazing with all its products

Pros

I like the simplicity to use Solarwinds all day

Cons

A lot of tools to i dont know how its working

Pros

The best WAY to open a ticket with simple codes and tool

Cons

The excess of email confirmation regarding the ticket

Pros

Easy to use and configure. automated inventory system and great help desk ticketing service

Cons

limited integration options and support can be quicker.

Pros

The communication and the care everyone takes in their work. They communicate with me and work together to ensure that all of my issues are resolved and that there is nothing else that they can do to help.

Cons

Nothing so far. I have had nothing but positive experiences with everyone I have worked with at Solar Winds.

Pros

Easy to deploy and customize. Love the easy of it's management.

Cons

Nothing major I can think of. Cost is a little at the higher end.

Pros

I am using this application since last 2 years & I found that real time alert triggering & Search feature is superb.
We can easily find any required data using this app if it is available in its database & if it is configured.

Cons

So far, I found no reason which I can share as a low-light for this app. Nothing which I can mention as a dwarback for this app.

Pros

The processes that are most used by my team are very easy to perform. Ticket creation is assisted by a very user friendly UI, and ticket management after tickets are created allow for tickets to reflect evolving issues.

Cons

Proper ticket management and the ability to provide a resolution at the time of creating the ticket without closing it are just a few quality of life improvements that I can see missing as a low-tier help desk member.

Pros

It offers a wide range of functions, such as incident tools and an employee support site. In addition, the user interface is simple and clear. To reassign requests, learn about what happened, and access the information you need is simple. I no longer have to worry about maintaining the backend systems. Instead of getting bogged down in making sure all systems are up-to-date, we can concentrate on our business and providing excellent customer support.

Cons

When a ticket is being updated, the user is not informed that the ticket is in the process of being updated. Moreover, the fact that the search engine does not provide slack binding should be stressed more strongly. During the dynamic page refresh, the page becomes unresponsive.

Pros

I like that we can measure time, open rates, add project and task users, and connect files to our projects and tasks. This is a must-have for me in my current position. It's a great way to stay on top of tasks. All task updates are sent to you in real time. Support and asset management use cases are at the bleeding edge of this technology here. An good solution that meets the majority of ITSM criteria is available.

Cons

The task arrangement for submitting new tickets might be a little complicated at times. Most users won't be able to see or realize how much backend setup is required, thus someone has to do it or teach them.

Pros

The ease of creating automated workflows makes the product easy to use and creates efficiencies by automating mundane manual processes. Having the ability to work, escalate and integrate tickets all from a single pane of glass is also a good feature

Cons

Reporting is a downfall for a majority of apps these days. While some of this is mitigated through the ability to filter and export list results, more functionality in reporting is needed.

Alternatives Considered

Reasons for Choosing SolarWinds Service Desk

Switched From

Reasons for Switching to SolarWinds Service Desk

Pros

Flexibility

The "Sand Box" approach.

Support.

Cost effective

Cons

Printers are auto-populated, not based upon where the printer is installed from and shared from, but by every single shared instance of that printer. As a result, a single printer in an office of 200 users all sharing the same printer will show an inventory of 201 printers.

Software suites, like Autodesk "Building Design Suite Premium" are sold and licensed as a single unit, even though it is a collection of some 2 dozen programs and plugins. Samanage does not have the ability automatically, to track and manage this; it shows them as a bunch of separate programs. There is a way to cheat the system and make this work, but it is a manual step that requires a bit of work to setup and manage.

It's getting better, but the agents do not always refresh as quickly as I would like.

Pros

There is no nonsense involved with this software. A lot of time feels like its lost in options that offer too much customization. You are able to distinctly view what your responsibilities are to your department and work from there.

Cons

Its too simple. It makes for a cluttered looking interface, unfortunately. While this is no major problem, any lack of self-discipline can lead to a very messy ticket queue.

Pros

I most liked about this software is service automation and real time update feature which is great.

Cons

Least like about this software is the proper guide is required to understand it's all service desk features, all other are good.

Pros

I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.

Cons

There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.

Pros

The pricing tier after the initial purchase is fair. Client UI is actually really great, unless you're a Client Admin on v.12.7.2. Reporting works, so long as you're ok with slightly off numbers.

Cons

Reporting doesn't report accurately compared to a custom query, which is odd. A two week report has one total, but running the weeks individually returns a different total, which is really weird. Unable to route tickets to a Tech Group based on Request Type, it's stuck to one group. This makes ticket flow a little difficult to work with.

Pros

SolarWinds Service Desk is easy to use & what i like most about it is its dashboard customization feature, as i can be able to monitor my team's ticket status all day long, without having to look into the tickets of other teams, and being SolarWinds, it gives me the ability to view it in appealing charts, and reporting & notification is well maintained.

Cons

The least i like about it is its cost in relative to other ticketing systems in the market.

Alternatives Considered

Reasons for Switching to SolarWinds Service Desk

Pros

This incident management software is a tried-and-true classic, with a user interface that's friendly to both IT pros and regular folks. It serves our purposes without overwhelming us with extra features we won't need.

Cons

More views, like a tiled one, might be helpful for examining incidents or shifts. At this time, just a bulleted list is accessible. More dashboard widgets would be welcome, too.

Pros

The ease of use, it's very easy and it is useful, fast and with no problems.

Cons

The interface is not so good but fair enough to understand

Alternatives Considered

Reasons for Switching to SolarWinds Service Desk

Pros

A few of the things that I like most about Service Desk is the ease of learning to use it. I was able to go from one ticket management system to this one in a single day of training and have had almost no issues in terms of knowledge gaps. Their customer support is top tier and their change management workflow is one of the best I've seen.

Cons

Reporting. By that I mean the lack of reports and reporting tools. It would be nice to be able to build out our own or create our own reports. A BI tool in this application would really put it over the top.

Alternatives Considered

Reasons for Switching to SolarWinds Service Desk

Pros

I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen.

Cons

We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work on one catalog item.

Alternatives Considered

Reasons for Choosing SolarWinds Service Desk

Switched From

Reasons for Switching to SolarWinds Service Desk

Pros

Very easy and nice to see servicedesk system, good integration with other Solarwinds tools, remote acces works fine, CMDB, Solarwinds patchmanagement, remote control

Cons

In fact it's easy to use bit the price is a little it higher then some other tools.

Pros

Ease of use and customisation. Customer services

Cons

Reporting is limited. Even customisation in reporting is limited

Alternatives Considered

Reasons for Choosing SolarWinds Service Desk

Switched From

Reasons for Switching to SolarWinds Service Desk