Muhammad U.
Star Rating: 5

What do you like best about the product?
Quickly respone, best assurance quality and good health checks.

What do you dislike about the product?
Every think is good, i think no downsides of related products.

What problems is the product solving and how is that benefiting you?
SolarWinds is a comprehensive IT management and monitoring solution that helps businesses achieve the best performance, health, and security for their IT infrastructure. It offers tools for monitoring network devices, servers, applications, conducting health checks, and detecting security threats. SolarWinds provides alerting, automation, and reporting features, ensuring rapid response to issues and data-driven decision-making. It's scalable for businesses of all sizes and includes a supportive user community and customer support, making it a valuable resource for optimizing IT solutions and ensuring growth and security.

Talha K.
Star Rating: 3

What do you like best about the product?
I like the reports and their easy interface it easy easy to present the report

What do you dislike about the product?
it will take high resource to work. mostly it make server slow

What problems is the product solving and how is that benefiting you?
Most of the time I am confused regaring my utilization and performance, solarwinds solve the issue quite effectively.

Alaa S.
Star Rating: 4

What do you like best about the product?
Efficiency and the practicality behind the solarwinds service desk.

What do you dislike about the product?
Dashboards might be tricky and might make you lost if you are still a beginner.

What problems is the product solving and how is that benefiting you?
Managing customer inquiries and requests: SolarWinds Service Desk allows organizations to track and manage customer inquiries, requests, and issues through a central platform, helping to streamline the support process and improve customer satisfaction. Improving collaboration and communication: SolarWinds Service Desk provides tools for collaboration and communication between support teams and customers, helping to improve the efficiency and effectiveness of the support process. Automating and streamlining support processes: SolarWinds Service Desk includes features such as automated workflows and self-service portals that can help to automate and streamline support processes, freeing up support staff to focus on more complex issues. Improving customer satisfaction: By providing a central platform for managing customer inquiries, requests, and issues, SolarWinds Service Desk can help organizations improve customer satisfaction by providing timely and effective support.

Sumit K.
Star Rating: 4.5

What do you like best about the product?
Solarwind service desk is a powerful ticketing tool to help organization to automate and streamline their IT service management. Some of the best features of Solarwind are service catalogue, self service portal, knowledge base documentation for common issues. It can be integrated with NPM and many more server monitoring applications and tools .

What do you dislike about the product?
As it is a cloud based solution there may be a risk of security breach. And it is quite complicated. Otherwise it is very powerful tool for large organisations.

What problems is the product solving and how is that benefiting you?
Solarwinds is very much powerful tool. You can integrate many Solarwinds applications and third party applications with it like NPM, Orion, Ocean and many more.

Ron L.
Star Rating: 2.5

What do you like best about the product?
The first of its kind in ticketing system for Service Desk/Help Desk. It allowed for IT techs to create detailed tickets for the end user. Each field had its own purpose

What do you dislike about the product?
SolarWinds application did not have a lot of features for the end user to create their own ticket. This prevented self service in the past which is why we switched over to JIRA on-prem.

What problems is the product solving and how is that benefiting you?
It has been a while since I've used the service desk ticketing system. I believe their service has improved greatly and is a great competitor to JIRA and their whole suite.

Dale H.
Star Rating: 0

What do you like best about the product?
Cloud hosted, less hassle to maintain, meaning more time spent doing other things. Honestly, there is nothing that stands out above other options for service desk managment in my opinion. It does what it is advertised as, but doesn't so it well.

What do you dislike about the product?
The flexibility and funcitonality is far from what the Web Help Desk system offered. That was a much superior product. Simple things like automatic warranty update don't work, not even talking about pulling via API from vendor. Just if a manual date is set, once it goes past the date it doesn't set status as 'Out of Warranty'. Has lots of quirks and just not a poslished as WHD. The UI is clunky and not the best to navigate, and overall just seems slow. Confusing processes, can't combine requests, can't make ad-hoc changes to processes once started. I'd very much like to see a cloud version of Web Help Desk rather than a rebranded aquired platform.

What problems is the product solving and how is that benefiting you?
Honestly, I can't recommend Service Desk in it's current state. I'd be more likely to recommend the older Web Help Desk option if that is still available. Or even look at other vendor options. Benefits are not really any different from other similar options from other vendors. Doesn't stand out. I'd be very interested to see how other people rate Service Desk and how it has improved the workflows. When updates are rolled out it regularly reverts settings on our instance. Updates have broken features that were critical to our processes and take months to fix the previously functioning features. Honestly, there is very little thought or care given by the Service Desk team to their users or their customers.

Carmen P.
Star Rating: 5

What do you like best about the product?
It's a classic incident management tool, intuitive and easy to adopt both for the IT staff and end users. It does everything we need to do, and it doesn't have a million bells and whistles which distract us and we'll never use.

What do you dislike about the product?
I wish there were more layouts to look at incidents or changes, e.g. tile format. Currently, only a list format is available. Also, I wish there were more widgets available for dashboards.

What problems is the product solving and how is that benefiting you?
We use SWSD for IT incident tracking, change management, approvals for new software purchases. It is keeping the IT team organized and users can check the status of their requests. Plus, a big benefit, our auditors love it.

Verified User in Government Administration
Star Rating: 4.5

What do you like best about the product?
Easy to use and intuitive interface. Option to fully customize based upon customer needs. Offers a way for dashboard configuration so that everything can be looked at in one place. Ability to track customer satisfaction. Fully integrated with Microsoft outlook for ticket notification. We use it for our incident administration and asset tracking.

What do you dislike about the product?
The system is excellent. Wish it had better integration with other solutions for more advanced needs (e.g., Beyond Trust product integration or advanced reporting).

What problems is the product solving and how is that benefiting you?
Since its implementation, it has dramatically increased our efficiency, incidents, and asset tracking. IT department now has better insight and collaboration. We also have options to post solutions so that customers can troubleshoot the problems before escalating to members of Tier-1 support

Thomas F.
Star Rating: 4

What do you like best about the product?
Multiple options for ticketing, help desk, solutions, and granular inventory management.

What do you dislike about the product?
Graphical user interface could use some updating, but I'm overall pleased with their product. Perhaps some Slack integration may help.

What problems is the product solving and how is that benefiting you?
Centralized incident management across multiple departments, not just IT.

John R.
Star Rating: 4.5

What do you like best about the product?
Flexible tool that will allow us to not only track our serivice requests but also use in other departments. We have a full featured API that gives us the ability to enhance the product to do things it wasn't intendd to do.

What do you dislike about the product?
No number functions built into the logic or number handling capabilities at all. Would also have like to have seen something that enforces patterns like phone numbers or email address structures

What problems is the product solving and how is that benefiting you?
Solar Winds Service desk is allowing us to communicate with our users effectively, by tracking service requests, enhancing communications with our users and getting thier feedback on how well we are providing our service.

wajahat s.
Star Rating: 4.5

What do you like best about the product?
it is an amazing product for monitoring and provides us with 100% authentic data, I recommend deploying solar wind in every company.

What do you dislike about the product?
i think the price point of yours its a bit higher rather than other NMS tools.

What problems is the product solving and how is that benefiting you?
its resolved many outages and alerted the system to provide us with timely escalation.

Ahmad Edrees M.
Star Rating: 5

What do you like best about the product?
The best thing is issues are already categorised which help to look up for the issues and find solutions for it.

What do you dislike about the product?
The DB is low in storage as it's used by default free DB.

What problems is the product solving and how is that benefiting you?
Service desk points out the well known problems and provides solutions for it.

Yan Naing M.
Star Rating: 3.5

What do you like best about the product?
It save time and easy to track and escalate the ticket. It is simple reporting and so easy to use it.

What do you dislike about the product?
The cost is quite high than other competitors.

What problems is the product solving and how is that benefiting you?
Easy ticket assignment. Help ITIL approaching to meet our organisation SLA/OLA.

S S H V.
Star Rating: 4

What do you like best about the product?
Easy to manage the tickets with simple gui. Easy to integrate use and generate reports

What do you dislike about the product?
Bit of costly compared with other NMS tools

What problems is the product solving and how is that benefiting you?
Straightly point where the issues and provide solutions. Help for users to do the job in an efficient way

Adarsh P.
Star Rating: 4.5

What do you like best about the product?
Understandable and Simple UI. Easy Integration Good Customer Support

What do you dislike about the product?
There is nothing to dislike about Solar Winds. It is the most efficient monitoring tool that I have ever used.

Recommendations to others considering the product:
If you are considering any tools for monitoring solutions, Solar Winds can be the best fit. After you've used Solar Winds, all other tools feel inefficient.

What problems is the product solving and how is that benefiting you?
All the IT's monitoring and Alerting solutions are made easy with Data performance Analyser in Solar winds. Adding/Setting the server up for monitoring is made easy with just a few clicks. DPA analyzes and compares the past data and performance and gives recommendations/solutions to enhance the efficiency.

Rivel G.
Star Rating: 4

What do you like best about the product?
A cloud-based and AI-powered IT service management (ITSM) platform built to maximize productivity and accelerate resolution with lightning-fast time to value

What do you dislike about the product?
for user guide documents so hard to get it

What problems is the product solving and how is that benefiting you?
ya SolarWinds Service Desk benefit me

tahir k.
Star Rating: 4

What do you like best about the product?
Very good having excellent UI and with focus task based , where teams can view

What do you dislike about the product?
nothing , its good i think all functions are available and working fine

What problems is the product solving and how is that benefiting you?
its helping in tasks and escalation and follow up

RIJWAN S.
Star Rating: 4.5

What do you like best about the product?
Problem solving , well exprienced and ut is very userfrendly

What do you dislike about the product?
Nothing is there for dislike, dashboard need to upgrade

What problems is the product solving and how is that benefiting you?
Problem solving is very good and it will benefit us for quick solution

Verified User in Warehousing
Star Rating: 3.5

What do you like best about the product?
It's easy to find the tickets I'm looking for, which was always an issue with the products we used previously. SAML sign in, Teams bot, and automatic email ticket creation are all nice features as well.

What do you dislike about the product?
Their scanners and agents put devices in categories that make no sense. Device is scanned and comes back as Device Type: Printer, but it's put into "Networked Devices" instead of "Printers". These categories seem arbitrary, and where the devices show up seems completely random.

What problems is the product solving and how is that benefiting you?
It's just a much better way of tracking tickets and projects than what we were doing before. Service Catalog items make setting up ticket "templates" rather easy, so things are more uniform.

Tahir K.
Star Rating: 3.5

What do you like best about the product?
Precise and clear view text .. your team can update any task

What do you dislike about the product?
Nothing all.is perfect.. best app i cant find any other software

What problems is the product solving and how is that benefiting you?
Follow up with team focusing on task

Abhinandan C.
Star Rating: 4

What do you like best about the product?
Monitoring and detailed report extraction.

What do you dislike about the product?
Nothing specific, but still try the console better view.

What problems is the product solving and how is that benefiting you?
BAU show runs mostly on Solarwinds

Zander T.
Star Rating: 5

What do you like best about the product?
a fantastic ticket reporting software as well as a great computer monitoring integration method.

What do you dislike about the product?
The only downside that I have encountered is that I wish there was even more customization in the category and subcategory fields.

What problems is the product solving and how is that benefiting you?
It helps our end users report problems to us so we can help them faster!

Verified User in Information Technology and Services
Star Rating: 5

What do you like best about the product?
Reliability. It is one of the most user-friendly software to start dabbling with if you're in the field of IT Service Desk.

What do you dislike about the product?
There are more likes than dislikes in this software.

What problems is the product solving and how is that benefiting you?
It enables support staff to better manage workflow.

Aswin K.
Star Rating: 4

What do you like best about the product?
It has the keynote of Api integration with all other third party vendors sucklike OKTA,IGNIO and other monitoring tools. SLA matrix has all the keen features for an organization which is also easy to setup and loads of customization can be done.

What do you dislike about the product?
When ever a person is updating a ticket it doesn't show the user that ticket is being updated. Search engine needs to emphasized and also doesn't provide slack binding. The page hang backs in the dynamic page refresh.

What problems is the product solving and how is that benefiting you?
Service desk is mainly used for alert to incident creation automatically with help of integration and reduces the manual effort. Custom dashboard helps to view the trend of the tickets like incident, request, change and problems in weekly , monthly and yearly basis and helps to do analysis

Verified User in Media Production
Star Rating: 4

What do you like best about the product?
Being able to quickly attach solutions to tickets speeds up our process and streamlines responses

What do you dislike about the product?
Sometimes reporting freezes up and have to wait a few minutes to try again. It's a little annoyance, but at the rate we run reports it's not too inconvenient

What problems is the product solving and how is that benefiting you?
It's improving our helpdesk by organizing issues and improving SLAs. It helps us track tickets to see if we have enough techs to avoid over working them

Alexis C.
Star Rating: 3

What do you like best about the product?
Easy yo use to admins, requester and task users. Notifications via mail for comments.

What do you dislike about the product?
Incomplete features to my actual suscription

What problems is the product solving and how is that benefiting you?
Improve our time to response our clientes

Verified User in Mental Health Care
Star Rating: 5

What do you like best about the product?
The ability to utilize the platform across multiple disciplines in our Organization. The Software has solved workflow issues in Accounting, Data Analytics, HR and IT.

What do you dislike about the product?
The System doesn't have any monitoring tools and the built-in remote tools trial never worked and this function is still not available for us to use within the Software..

What problems is the product solving and how is that benefiting you?
Remote support tool needs to be easier to setup and use.

Luke H.
Star Rating: 4.5

What do you like best about the product?
Simple for staff to use for logging support issues, allows support staff to be notified quickly of any problems and communicate with other team members or reassign this as needed. The ability to also assign an email to each subcategory allows system alerts to be quickly assigned to the correct place to allow for effective resolutions and monitoring. The asset manager allows a range of assets to be loaded within the system; these can then be assigned to a support ticket to monitor reoccurring issues effectively. It is also possible to configure user groups to have a unique view of categories and cases for each user. This is key in a business that operates in wide-ranging department types. We have used this to minimize the categories available to staff to avoid tickets being raised in incorrect categories - shops/warehouse and office staff will experience very different issues and we wanted to keep this as simple as possible to encourage its use. The same configuration also allows line management to have visibility of any support issues raised by their team to allow for effective escalation. It's also great to see continuing development, the recent rollout of the team's integration could be a significant step forward in making this easy to use. On a final note, I wanted to point out how helpful the support staff are at SolarWinds, they are easily contactable via a live chat option for admin users. They are clear and take the time to understand the issue and find the best solution. Many great systems are let down by the support staff, fortunately, this is not one!

What do you dislike about the product?
When attempting to use the email only option we found that it was not as intuitive as we would have liked, new tickets would be created for replies rather than adding this to the existing ticket. Although i will confess we have adopted well to a portal set up where all users login and have not looked at this for at least two years so may have improved.

What problems is the product solving and how is that benefiting you?
We use this as an IT support system, it has helped us deal with 15,000 support issues in the last two years. Staff within the business find it is a great tool to get them the help they need as quickly as possible.

Verified User in Computer & Network Security
Star Rating: 4

What do you like best about the product?
Easy to track case progress, assign agents.

What do you dislike about the product?
Price is costly compare to Zoho service desk.

What problems is the product solving and how is that benefiting you?
Yes

Verified User in Government Administration
Star Rating: 5

What do you like best about the product?
These types of tools can be helpful in many ways, but off the shelf, SWSD manages to provide immediate feedback on how your staff is accomplishing their work. It provides insights into the workload and allows you to control the workload effectively. I can easily reassign requests, read what has transpired, and it's easily at your fingertips. I also do not have to maintain the backend systems any longer. We can focus on the work/customer service vs. being bogged down ensuring all systems are up-to-date.

What do you dislike about the product?
If you don't have the staff to create custom reports to massage the data, you are stuck with the built-in reporting. I also wished there was a more effective way to loan out equipment similar to how Web Help Desk does.

Recommendations to others considering the product:
If you have a small team or a team without a lot of IT skills, this is your tool!

What problems is the product solving and how is that benefiting you?
As a manager over staff who were super busy, no one knew what that staff was doing. I now have direct insights into that data and can speak intelligently about what my team is doing.

Christian W.
Star Rating: 1.5

What do you like best about the product?
Personally, there's not a single part of SolarWinds Service Desk that I enjoy as a user and an administrator. Our operations department, on the other hand, also doesn't like it; however it fills their needs of easy assignment and task delegation to their technicians through email notifications. Their licenses for agents are priced very competitively.

What do you dislike about the product?
I dislike the glaring lack of customizability. I dislike that the end user experience is overly complicated. I dislike that custom views for tickets hardly ever work. I dislike the fact that there are virtually zero integrations available. I especially dislike the fact that when I contact SolarWinds for support that they don't even use the product they're selling to provide the support.

Recommendations to others considering the product:
Unless you are a small firm with a tight budget or don't need more than a barebones support experience for your users and agents, please save yourself the headache and look somewhere else.

What problems is the product solving and how is that benefiting you?
Solar winds provides a way for users to reach out to us for assistance and for us to communicate with clients. The SLA notifications and reminder system is very helpful and has kept us on track during busy periods where it's easy for things to slip through the cracks.

Pat T.
Star Rating: 4.5

What do you like best about the product?
Communication to all parties is excellent

What do you dislike about the product?
We are unable to measure technician performance.

What problems is the product solving and how is that benefiting you?
Managing our incoming service requests

Verified User in Computer Networking
Star Rating: 4

What do you like best about the product?
Dashboards, integration, cloud, automation

What do you dislike about the product?
Slowness, processed, memory, licensing , orientation

What problems is the product solving and how is that benefiting you?
Integration with devices

Benji K.
Star Rating: 4.5

What do you like best about the product?
A lot of products and features that Solar winds offers

What do you dislike about the product?
Might be hard to pickup all the features that Solar Winds has to offer

What problems is the product solving and how is that benefiting you?
Asset management we now have a way to track all of our desktops and laptops

Verified User in Food & Beverages
Star Rating: 4

What do you like best about the product?
Easy to configure, modern, user friendly.

What do you dislike about the product?
Downtime when their cloud service is down.

What problems is the product solving and how is that benefiting you?
The ability to create guides in the knowledge base helps our users streamline their jobs. The asset manager is a great tool as well.

Laura S.
Star Rating: 4.5

What do you like best about the product?
Using the Solar Winds Service Desk has provided a level of transparency between IT and our clients that wasn't available before. This has increased satisfaction with our response time because end users see every step of the process from the time they submit a ticket until it is resolved.

What do you dislike about the product?
Creating automated processes can be tedious if you don't pay close attention to every step. One misstep and the entire process fails. So sketch out your If This Then That schematic before taking it on.

What problems is the product solving and how is that benefiting you?
We handle all day-to-day IT requests on the Service Desk. We also use the Service Catalog to request new equipment. And recently, we've expanded the use to our Business Department, who now processes all reimbursement requests through a ticket request as well.

Yuan J.
Star Rating: 4.5

What do you like best about the product?
Easy to use, inexpensive, good implementation team

What do you dislike about the product?
I haven't found anything I hate, but there is a small bug that causes onboarding ticket title cannot be changed.

Recommendations to others considering the product:
This is a good product with lower cost. If you are thinking of changing your sevice desk software/platform, this is a good choice.

What problems is the product solving and how is that benefiting you?
We use it for IT support ticketing system. It has all functions we want: creating incidents by users, creating change requests by IT staff, creating reports for IT helpdesk metrics.

Verified User in Primary/Secondary Education
Star Rating: 4

What do you like best about the product?
The reliability of solar winds service desk.

What do you dislike about the product?
I have not come across anything I dislike.

What problems is the product solving and how is that benefiting you?
We use it for solving our ticketing system

Michael W.
Star Rating: 5

What do you like best about the product?
What is most helpful about SolarWinds Service Desk is the ability to set a status that the user can see in real-time. The upsides of using SolarWinds Service Desk are that it is cloud-based and has mobile applications for iOS and Android.

What do you dislike about the product?
What is the least helpful about SolarWinds Service Desk is that it can be complicated for users to navigate. The downsides of using SolarWinds Service Desk are that the platform has so many options that it can be difficult to set up for your organization if you don't have a full understanding of all the settings and options.

What problems is the product solving and how is that benefiting you?
The business problems SolarWinds Service Desk is helping me solve is troubleshooting support prioritization. SolarWinds Service Desk has helped me focus on prioritizing major issues over minute issues and all of the incidents in between.

Verified User in Higher Education
Star Rating: 4.5

What do you like best about the product?
It has a clean, easy to use, and intuitive interface. We have only scratched the surface of what it can do.

What do you dislike about the product?
I haven't really found anything I dislike. Our previous solution was that bad.

Recommendations to others considering the product:
It is worth the look. If you try it I think you will like it. My advice you are going to want to use it.

What problems is the product solving and how is that benefiting you?
Faster resolving of issues. Better resolutions and tracking of issues.

Verified User in Environmental Services
Star Rating: 4

What do you like best about the product?
The automation and flexibility make it easier to customize the use of the Service Desk.

What do you dislike about the product?
The documentation could be better. There have been several things that I've had to look many different places for info, or just test things till it works.

What problems is the product solving and how is that benefiting you?
Streamlining onboarding and offboarding processes.

Anthony C.
Star Rating: 4

What do you like best about the product?
Ease of deployment and use to our end users. Ease of use for agent/s. On-boarding was through and complete. Users like the styling and availability of the new Service Desk.

What do you dislike about the product?
Doesn't show when another technician/service desk agent is viewing the same ticket. Deployment of the Solarwinds Discovery Agent does not have a .msi file making it difficult to roll out across a internal network.

Recommendations to others considering the product:
Give it a try, it's easier than you might think and has everything you would need in a Service Desk product. It's also made getting all our users offsite and working from home during COVID much easier.

What problems is the product solving and how is that benefiting you?
Much quicker resolution time, Users are responding to communication more with our new Service Desk. This service desk is more intuitive for our users and initial feed back has been very positive and well received.

Verified User in Financial Services
Star Rating: 4

What do you like best about the product?
The UI is easy to use for end users and techs

What do you dislike about the product?
I'm struggling with getting the reporting I need.

What problems is the product solving and how is that benefiting you?
It has improved our workflow for supporting the end users. We can get to people faster than in the past.

Chris A.
Star Rating: 3.5

What do you like best about the product?
SolarWinds is responsive to users, particularly through their Customer Advisory Board

What do you dislike about the product?
The non-Incident modules (Changes, CMDB, Releases, Problems) need massive improvement

Recommendations to others considering the product:
Ensure first that you are not prioritizing a fully developed ITSM module that includes details processes for Releases and Problems

What problems is the product solving and how is that benefiting you?
Strong reporting options, useful dashboards, and custom incident views are helping our IT team stay on top of our SLAs

Verified User in Information Technology and Services
Star Rating: 5

What do you like best about the product?
It has vast variety of features like tools for incidents for employee service portal and more. The interface is also very clean and easy.

What do you dislike about the product?
Only the export option has limited data exporting, if it is changed this software will be the best in the industry.

What problems is the product solving and how is that benefiting you?
We tried lots of softwares for service desk but the security in solarwinds is very rigorous, which applies to various layers that go into developing web apps.

Nathaniel S.
Star Rating: 3.5

What do you like best about the product?
The product is very easy to use i was able to set up various nodes and enable monitoring and alerting very quickly

What do you dislike about the product?
There have been recent security breaches for this product

What problems is the product solving and how is that benefiting you?
The product allowed for rapid respond to any critical network down situation with the alerting tools

Alan H.
Star Rating: 5

What do you like best about the product?
The automation part of the product is most valuable to me.

What do you dislike about the product?
I was not too fond of the cascading menu system, but Solarwinds has fixed this in the latest update.

What problems is the product solving and how is that benefiting you?
We use incident management to allow users to submit tickets. We use change control for managing change in our environment, we use procurement to manage contracts, and we also use inventory to manage our hardware.

sarath k.
Star Rating: 4

What do you like best about the product?
secure cloud based platform flexible creation of self service forms workflow engine is great and they are in process of making it even better and also can integrate in SSO.

What do you dislike about the product?
search function needs to be enchanced. when another technician is viewing the same ticket. it must be locked/inform other agents. custom report building is difficult to create.

Recommendations to others considering the product:
yes I will definitely recommend

What problems is the product solving and how is that benefiting you?
Incident managent asset management email to ticket processing

Jordan H.
Star Rating: 5

What do you like best about the product?
What I like the most is the ability to customize permissions for users, as well as the ability to implement process checkpoints where it can be programmed to ask a defined user if they approve via email. Also, I like the ease of creation of users. Is this something that can be synchronized with an active directory, or does it always need to be created manually?

What do you dislike about the product?
Price per paid user. I find myself debating if the cost per user is worth it, but so far, it hasn't been a dealbreaker. Also, I wouldn't say I like the mobile application. There could be an excellent way to tie assets in the discovery to users within the system. Also, the discovery feature isn't as great as competitors who offer more granularity in their products, such as Lansweeper, which we have switched to based on price per asset. They can also reach out and check network devices based on SNMP baked into their $1 per asset price.

Recommendations to others considering the product:
I recommend it if you can foot the bill. I would also recommend this if you are in an IT environment where you are getting requests in an inbox.

What problems is the product solving and how is that benefiting you?
Smoothing workflow amongst other depts other than just IT has helped our Mailroom a lot by automating most of their workflow and creating a single point of contact for them to deal with. Our IT workflow has also increased. Do you have any tips on process that we could use that other IT firms use in their environment? Or even some templates that are commonly used that we could implement into our environment?

Verified User in Consumer Electronics
Star Rating: 5

What do you like best about the product?
The small footprint and ability to track software installations and hardware asssets helps me to keep accurate and reliable inventory for easy access from anywhere with internet access.

What do you dislike about the product?
Some searches for specific things is a little convoluted and sometimes can be hard to find what you want. It is not as intuitive as I would like but still a great tool.

What problems is the product solving and how is that benefiting you?
Solved the ability for accurrate asset tracking. The benefits of being web-based make it much easier to access from anywhere at any time. This makes reporting very simple and available when management needs it.

Huseyin D.
Star Rating: 5

What do you like best about the product?
SolarWinds Service Desk is a cloud-based working platform. It doesn't work on physical servers or computers. With that cloud solution no maintenance issues or costs. We are using it for a service desk solution. Our clients are opening requests and our team replies to them on SolarWinds Service Desk.

What do you dislike about the product?
Admin console and reporting system not working stable all time. Those panels need maintenance.

Recommendations to others considering the product:
If you need IT Service Management (ITSM) Tools, that's one of the best solutions.

What problems is the product solving and how is that benefiting you?
We are using this platform as a ticket system solution. Clients opening requests and our team reply and support them through the SolarWinds Service Desk platform.

Verified User in Information Technology and Services
Star Rating: 4

What do you like best about the product?
Ease of use. The ability to customize reports.

What do you dislike about the product?
It has limitations around non-digital asset management.

What problems is the product solving and how is that benefiting you?
ITSM and ticketing system for anything and everything.

Eric C.
Star Rating: 4

What do you like best about the product?
Service Desk (formerly Samanage) is easy to implement, is fast and has a nice, clean UI. We use it for incident management, change management and inventory. Users are able to easily submit tickets. Help desk agents are able to efficiently resolve incidents. The service catalog feature is nice. It ensures that the user submits required (and structured) details, and the help desk team can see pre-defined steps for resolution. When issues are resolved we have the option of creating a documented solution. Overall this is a nice system that was quickly adopted by every department in the company.

What do you dislike about the product?
Have been patiently waiting for a few features that would really make our day to day run smoother. None of these are deal-breakers. Just a wish list we compiled over time but have not been added: - Browser-type notifications (vs 1,000 email notifications per day) - Built-in reporting could use some work. - When you resolve a ticket and mark it as closed and the user replies back "thank you", this re-opens the ticket and you have to close it again. - Sometimes users get ticket-happy and open support tickets for everything. So the help desk responds back and offers to help but now all of a sudden that user is too busy. So the ticket sits open and the agent has to keep manually following up. Would be nice if we could assign a timer to a ticket. If xx days go by while waiting on a response from the user, send an automated reminder email. If xx more days go by, send a second reminder. And after xx more days, auto-close the ticket. (Something like that) - At first, Service Desk was strictly used for helpdesk/incident support and for that it's great. Over the past year we started using it heavily for change management. It's pretty clear that this was a feature that was added later on and it's not as polished as we'd like it to be. Setting up change catalog items is a bit counterintuitive but thankfully this is not something you'll be doing all the time. I've seen some positive changes so it's clear they are actively working on Service Desk to make it a better product.

Recommendations to others considering the product:
Definitely take advantage of the evaluation, and dedicate time to get it up and running. This is a complex and powerful app but easy to set up.

What problems is the product solving and how is that benefiting you?
We mainly use Service Desk for internal help-desk ticketing / incident management and change management. A company our size (about 100 employees and 3 IT staff) needed a way to get a handle on support requests. We evaluated some other products but decided on Samanage because of its easy of use and functionality. Since implementing Samanage, our support team is a lot more efficient when it comes to tackling help-desk tickets, which means issues get resolved quicker and that means less down-time and lost productivity. For SOC2 compliance, we also use Service Desk for Change Management and it works well.

Mike B.
Star Rating: 4.5

What do you like best about the product?
I like the simplicity for the end-user and the technician alike to fill out a ticket. There are so many cumbersome systems out there that require filling out way too many fields. Solarwinds doesn't make it that complicated.

What do you dislike about the product?
The layout could be more compact - I like tight designs without extra spacing and padding to see things quickly and more efficiently.

Recommendations to others considering the product:
It's one of the easiest helpdesk software platforms I've used, and I've used about a dozen of them.

What problems is the product solving and how is that benefiting you?
Mainly using for helpdesk tickets, but it's been amazingly simpler and more streamlined than our previous solution, which makes it easier for me to want to use and track information.

Verified User in Computer Software
Star Rating: 4.5

What do you like best about the product?
1. alerts mechanism 2. Performance management at depth level with best suggestions. 3. Intelligent analysis with Query and tuning Advisors and Statistics. 4. Resource metrics for better management. 5. Customized Reports at depth level.

What do you dislike about the product?
1. More rich graphical User interface to make it interactive. 2, some limitations in Reports groups.

Recommendations to others considering the product:
Best Performance and Resource Monitoring tool for IT

What problems is the product solving and how is that benefiting you?
Database Performance Management to keep track of the health of database and advisors

Greg L.
Star Rating: 4.5

What do you like best about the product?
Incident workflow config is very intuitive. Importing users from Azure environment, single sign on, easily configurable categories.

What do you dislike about the product?
ONly 2 levels of categories (Category, sub-category) lack of custom report builder.

What problems is the product solving and how is that benefiting you?
We implemented a centralised service desk for IT and Facilities departments. Also, we managed to create a guest access fro tenant organisation, which interacts with Facilities but does not interface with IT.

Nel R.
Star Rating: 3.5

What do you like best about the product?
Customization layer and options to integrate external API services, email access to share relevant information and applications in the cloud.

What do you dislike about the product?
I have no control and stability problems, I like my system.

Recommendations to others considering the product:
User manager and give direct support to user by automatic system.

What problems is the product solving and how is that benefiting you?
Direct communication and assistance with users by tickets on the website and communication by system. Automatic information and user management.

Bill R.
Star Rating: 4.5

What do you like best about the product?
Very thorough inventory process, nice ticketing system, nice email integration

What do you dislike about the product?
Customization could be improved. There are some fixed categories like Incidents/Changes/Releases/etc. that don't directly apply to us that I'd prefer to rename or create my own, but that option is not present. Also, we were sold a tight integration with Dameware that has not been very tight.

What problems is the product solving and how is that benefiting you?
It's basically given us a great ticketing system and ongoing service record for machines. It's much easier to keep track of problem machines and users and identify which facilities make the most use of our resources.

Verified User in Machinery
Star Rating: 3

What do you like best about the product?
The Solarwinds Dashboard is a handy tool. It allows custom views and the ability to track specific items important to the user

What do you dislike about the product?
The change management component needs to be a bit easier to manage.

Recommendations to others considering the product:
Still yes, but it appears that it was a better managed product under Samanage before Solarwinds took over.

What problems is the product solving and how is that benefiting you?
We are using Solarwinds Service desk to manage reported incidents which can be converted to problems if an incident goes regional or global. We can also link incidents to Change Managment

Verified User in Food & Beverages
Star Rating: 4.5

What do you like best about the product?
Intuitive interface, many features, customer service has been very good, price point good.

What do you dislike about the product?
Would like more form design features when creating a service catalog item. Different solutions for submitting solutions via email.

Recommendations to others considering the product:
Worth giving this a look. Integrates into other applications.

What problems is the product solving and how is that benefiting you?
We use Solarwinds for tracking all items/issues which may be required in an audit.

Verified User in Education Management
Star Rating: 4.5

What do you like best about the product?
Ease of use, cost for enterprise, cloud-based

What do you dislike about the product?
Doesn't have a large market share yet, though since purchasing Samanage, that has improved.

What problems is the product solving and how is that benefiting you?
ITIL-compatible service desk. Google authenticated, equipment inventory.

Alex A.
Star Rating: 4.5

What do you like best about the product?
The smooth feel of the help desk module. The efficiency of the asset management module.

What do you dislike about the product?
There were no dislikes. The features worked exactly as they should.

Recommendations to others considering the product:
Great Product and easy to set up and use/manage.

What problems is the product solving and how is that benefiting you?
Asset management was always a problem, but with SolarWinds Service Desk, asset management was simplified and unified in one spot.

Verified User in Construction
Star Rating: 5

What do you like best about the product?
The search and email the features. Great adoption rate with our users.

What do you dislike about the product?
Some API integration limitations with Pagination we have experienced.

What problems is the product solving and how is that benefiting you?
IT ticketing interface for our users, Asset assignment to users, knowedge base articles database of comon known issues, ticket assignment workflows

Verified User in Information Technology and Services
Star Rating: 4.5

What do you like best about the product?
Im able to integrate with service now ticketing system

What do you dislike about the product?
Creating resorts could be a little more intuitive

What problems is the product solving and how is that benefiting you?
Receive alerts when telemedicine carts go offline which helps avoid a failed virtual visit

Jeffrey J.
Star Rating: 5

What do you like best about the product?
The efficiency this has brought to our team is fantastic. Quicker resolution times, customer responses, custom states, categories, forms, this all helps. Updating ticket status, category, assigned user can all be done from the Incident List page. Potential for growth. This is a very scalable software, that we eventually plan on bringing on several other departments to use for requests as well. Hosted product, so this does not take up any server space. Also, it is accessible form outside of our network. Customizable, easy to create your user portal, custom categories, custom forms, fields, etc. The discovery agent was pushed out by SCCM and we can assign primary users. This will allow us to identify systems that have required higher amount of maintenance, so we can look at replacing those systems before they cause any further problems.

What do you dislike about the product?
The only thing I can pick on is the Single Sign-On setup was a little more cumbersome than I would've like. It does however sync with Active Directory. Honestly I would prefer to use the portal login page, but my company requires single sign-on. With that setup, it bypasses the login page. Since implementing this, learning the permissions for different roles takes a little time, but the support for helping with this has been great. There is nothing else that I have seen that would be considered a 'dislike'. This software is working great for our department and our organization as a whole.

Recommendations to others considering the product:
If you are looking for a really easy to use IT Ticketing System, that can fill all your needs, you Really Need to look at this. It is super easy to use, reporting is great and all customizable. And this is very scalable and will be able to grow with your company!

What problems is the product solving and how is that benefiting you?
The biggest problem that we had before this was tickets or incidents not being documented. This was due to the previous software we used not being user friendly at all. We now have everything being documented, routed, SLA's being monitored. it's brought my department a very long way in documentation and reporting capabilities. Reporting from our old system was very limited and inaccurate. This was due to limitations of the old software, and because a lot of stuff was not documented properly on our end.

Sylvan F.
Star Rating: 4.5

What do you like best about the product?
It is a powerful point of contact between the service provider and the users to manage incidents. I like the Service Desk Live Chat.it is great Automate IT asset management

What do you dislike about the product?
The UI and search function can be improved for better experience

What problems is the product solving and how is that benefiting you?
Solarwinds service desk is used for handling incident tickets for customers. With the agent, I am able to see and monitor software, hardware and peripherals connected to the computer.

Jennifer A.
Star Rating: 5

What do you like best about the product?
I really like how easy it is to install, upgrade and manage. We are now taking advantage of the ability to track our assets, along with expiration dates, followed up with notification e-mails! This really is a phenomenal product, and it costs pennies to purchase and maintain!

What do you dislike about the product?
I really don't have any negative point for this particular product. Solarwinds had taken the time to develop a great tool to assist the help desk function and beyond. Most of our tickets are handled remotely, which really helps during the COVID. I would compliment Service Desk with Dame Ware, I call that a smashing duo!

Recommendations to others considering the product:
If you are considering any type of Help Desk / Service Desk software, give Solarwinds Service Desk a try! You can demo any Solarwinds product for 30 days and see if it fits your organizational needs. I got started with Demos of Solarwinds products, now I have the whole suite assisting my organization. Solarwinds is definitely the best bang for your buck! Every product is back by great support, and an amazing community called THWACK. Join the users group and you will never have to put in a support ticket!

What problems is the product solving and how is that benefiting you?
We have saved so much time using Solarwinds Service Desk. We have a knowledge base and have developed a great system for both user and technician. We document all business thru the Service Desk, so there are reporting matrix available for management. Like I said above in my dislikes, we compliment Service Desk with Dame Ware and fulfill over 80% of our tickets remotely.

Christian D.
Star Rating: 4.5

What do you like best about the product?
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.

What do you dislike about the product?
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.

Recommendations to others considering the product:
Explore, There's a lot of features the system has to offer. No downtime so far and the support is fast and reliable.

What problems is the product solving and how is that benefiting you?
We are resolving pretty much everything, from HR to Legal and especially IT. A centralized solution provides us faster and more liquid collaboration and resolution for every issue the company needs.

Caleb K.
Star Rating: 5

What do you like best about the product?
The ease of use, the clean interface. The entire solution is very easy to get setup yet still has the ability to be complex for those who need it to be. Solarwinds Service Desk has a very intuitive automation system allowing vast control of every aspect of tickets, not to mention the control you can get with API use. By combining the internal automation and using API to setup custom automation through powershell, the system allows to you to control everything and do what you need it to do, when you need.

What do you dislike about the product?
There are some limitations like how much you can customize when notifications are sent or not sent. Also some areas don't get any notifications which is annoying. The reporting is confusing and not straight forward. After a year of use and vendor training, we still don't quite understand how it works and just export our tickets into a CSV to do manually reporting.

Recommendations to others considering the product:
Do your research, do a demo and make sure it is what you need.

What problems is the product solving and how is that benefiting you?
Change management, incident management, release management, problem management, service catalog, transparency with the IT department and the business.

Warwick B.
Star Rating: 4

What do you like best about the product?
This is the best tool I came so far, that has an ability to provide transparent help desk services to the customers that focus on the end user. I did not face any issue in its installation and their customers support is very cooperative too. It has empowered me to answer the individual questions and also I can better handle the tickets, which has organized the daily queries for me. It is really working well for the alignment of my business process through its integrated support.

What do you dislike about the product?
I have been using this tool for 2 years, the interface is not so appealing in terms of visualization, and it takes time to search the tasks, which is very inconvenient. Moreover it is working fine and providing excellent services.

Recommendations to others considering the product:
Companies which are looking for an efficient IT management tool, I would say it is the best tool which comes with most effective consequences. It will help you for the consistent process flow and the vendor management also.

What problems is the product solving and how is that benefiting you?
For me it is very useful tool. Through its trouble shoot managing features it is no more difficult for me to lose the tickets of course by solving the issues, so that problem management and the configuration changes would not be a headache. It is multi-functional tool with highly developed features. It is playing a vital role in our organization.

Tori S.
Star Rating: 4.5

What do you like best about the product?
My organization started our SolarWinds trial the day before we received Work From Home orders. Throughout the insanity, SolarWinds extended our trial significantly to allow us to deal with COVID while still testing the Service Desk product.

What do you dislike about the product?
I wish they were more forthcoming about the pricing structure. A lot of clarification was requested in terms of what features were included in each package, and what each package cost. The purchasing process was not smooth. Purchases are completed through a third party vendor. We were billed for the wrong package - WAY more expensive than the package we had requested. We aren't sure where the miscommunication happened, but it was frustrating to correct. Due to the incorrect billing, our customer success representative presented us with the services offered for the wrong package, so she had to back track and retract several service offers (they were out of scope). I found the package naming to be confusing as well - but that was probably because we were looking at other products that used the same tier names in a different order. We had to spend a bit of time adjusting our vocabulary to follow the ITIL standards - we had never followed ITIL standards before we began working with SolarWinds. There are a couple of continuity issues with the terminology. For example: on the platform (backend) side, Knowledge Base articles are referred to as "Solutions," but on the user portal side they are referred to as "Knowledge Base Articles".

Recommendations to others considering the product:
Be sure to check out other products so your team has a good understanding of what's out there. Having a couple of different quotes on hand is helpful during the price negotiation process. ALSO - you can import a lot of information in CSVs using their templates. I was not aware of that and ended up manually entering a significant amount of information.

What problems is the product solving and how is that benefiting you?
Originally we were using Spiceworks. Our Spiceworks server had served us well, but we had outgrown its offerings. SolarWinds is allowing us to work, communicate and inventory items in a far more efficient manner than Spiceworks. The biggest benefit to us is the Self Service portal - our users are now capable of attempting to fix the problem on their own using information in the Knowledge Base before they reach out to us. Additionally, the Service Catalog allows us to streamline and expedite the process of common/standard requests such as computer upgrades, software requests, and new employee tech provisioning.

Taylor B.
Star Rating: 2

What do you like best about the product?
I like that SolarWinds Service Desk has the ability to host assets, tickets and create profiles for the service desk members, users and external clients.

What do you dislike about the product?
Solar Winds Service Desk has many annoying things about it. First of all it is usually very slow to load regardless of the speed of your internet connection. Secondly, the search function is not very user-friendly and requires a lot of specialization to find the results you are actually looking for.

Recommendations to others considering the product:
I would strongly recommend finding another cloud-based ITSM system. SolarWinds Service Desk is not the best solution and there are other systems that are faster, cheaper and more user-friendly.

What problems is the product solving and how is that benefiting you?
We are using SolarWinds Service Desk for our ITSM. It is not the best system we have used but it can log assets, IT tickets and a user database so it gets the job done.

Alexa M.
Star Rating: 4

What do you like best about the product?
This tool has helped me a lot in managing the technical issues that were related to my IT system in the organization. Through this software it is very easy for me to tackle and manage the unwanted incidents that could be a hurdle in the supply of continuous services to my customers. Through one channel now I can handle the working of the numerous desktops and through its features of employee service management, it has opened new ways for me to handle employs queries so that, they can work with consistency.

What do you dislike about the product?
It lacks much integration which could be helpful in sharing the cloud base data files. In addition the pricing policy is very much high due to which it is not widely available.

Recommendations to others considering the product:
It is highly recommended for the large business set ups and those which are dealing with customers services, it will help you to collaborate you team and within a loop you can better tackle the everyday problems.

What problems is the product solving and how is that benefiting you?
Through this software I am capable of providing the knowledge based services to my employees so that they can have the detail idea about how to many the basic issues. The most important think I like about this tool is that it has enabled me to teach my team members how to manage the things their won, by providing the tutorials and step by step guidance.

Aritra B.
Star Rating: 5

What do you like best about the product?
Powerful monitoring capabilities. Precise alerts

What do you dislike about the product?
Nothing. The alarms were accurate. Received very few reactive cases

Recommendations to others considering the product:
Solarwinds service desk is really good, robust and is tailored precisely to your needs.

What problems is the product solving and how is that benefiting you?
Currently I am using Solarwinds in networking monitoring. To monitor CPE and network bearers.

Michael B.
Star Rating: 4.5

What do you like best about the product?
Ease of use and visibility. When setup to service your clients, it's a very easy to use ticketing system. Setup in almost a spreadsheet like view, tickets are easy to work with.

What do you dislike about the product?
Some of the reporting needs to be easier.

Recommendations to others considering the product:
Great product for incident management. Easy to use and lots of reporting options including bar graph and pie charts.

What problems is the product solving and how is that benefiting you?
Ticket tracking as well as areas of more need. Being able to build reports designed to automate operations and solve problems globally.