About SolarWinds Service Desk
SolarWinds Service Desk pricing
SolarWinds Service Desk does not have a free version but does offer a free trial. SolarWinds Service Desk paid version starts at US$19.00/month.
Alternatives to SolarWinds Service Desk
SolarWinds Service Desk Reviews
Feature rating
- Industry: Retail
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Hossam's SolarWinds Service Desk Review
My overall experience with SolarWinds is very positive, although we have switched to another system due to budget issues, yet i still prefer it.
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
FreshserviceReasons for Switching to SolarWinds Service Desk
Because we are already using SolarWinds Network monitoring tools, so it makes life easier to use the products of the same vendor in terms of integration & ease of use.- Industry: Nonprofit Organization Management
- Company size: 51-200 Employees
- Used Daily for 1+ year
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Review Source
Excellent ITSM tool
Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.
Pros
Ease of use and customisation. Customer services
Cons
Reporting is limited. Even customisation in reporting is limited
Reasons for Choosing SolarWinds Service Desk
Price and lack of ITIL supportSwitched From
JiraReasons for Switching to SolarWinds Service Desk
Price, Ease of use and customisation, Customer services- Industry: Warehousing
- Company size: 1,001-5,000 Employees
- Used Daily for 1+ year
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Review Source
Good Out-Of-Box product for small, scalable team
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.
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.
- Industry: Information Technology & Services
- Company size: 501-1,000 Employees
- Used Daily for 2+ years
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Review Source
SolarWinds Service Desk - Great Serve desk that meets the ITSM needs
We've been using Solarwinds Service Desk for a few years now, and I highly suggest it. It provides cutting-edge support and asset management use cases. It is an excellent solution that satisfies the most, if not all, of the ITSM requirements, such as incident and issues management, changes and release management, and asset management.
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.
- Industry: Restaurants
- Company size: 501-1,000 Employees
- Used Daily for 2+ years
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Review Source
Great Product for Helpdesk, Task Management and Software Inventory
Pros
This solution is great for tracking incidents, solutions, problems, etc for company IT departments. It provides an easy to use interface that allows for easy creation of FAQs and a Solutions Database.
Cons
There are some things bulk items that cannot be imported without the use of the API, which is a tiny bit annoying, and some of their python and Ruby API sample code is out of date or no longer maintained.
