SolarWinds Service Desk

Pros

The ease of use. The system allows the natural flow of tickets into problems, problems into changes and the audit trail is perfect for our validation/qa friends. We love that the API is easy to intergrate and have pulled in our sharepoint system with the API to automate tasks like account creation/separation.

Cons

The system could uses a few tweaks but I think this is just growing pains. The Samanage team has been straightforward with what they are implementing and changes are being released consistently. Over the past two years of having the system, I can say the updates are wonderful and truly address issues. Not purely cosmetic.

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

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

User-friendly interface: Many users appreciate the clean, intuitive interface of SolarWinds Service Desk. The software is designed to be easy to navigate, and users can quickly access the features they need without getting bogged down in unnecessary menus or options.Customization options: SolarWinds Service Desk is highly customizable, which allows businesses to tailor the software to their specific needs. This includes the ability to create custom workflows, fields, and forms, as well as automate tasks and notifications.Collaboration features: The software offers a range of collaboration features that allow team members to communicate and work together more effectively. This includes the ability to create and assign tasks, track progress, and share information in real-time.Integration with other SolarWinds products: SolarWinds Service Desk integrates with other SolarWinds products, such as Network Performance Monitor and Server & Application Monitor. This can be useful for businesses that want to create a more comprehensive solution for their IT needs.Responsive customer support: SolarWinds offers responsive customer support for its Service Desk software, including a comprehensive knowledge base, user forums, and technical support. This can be helpful for businesses that need assistance in setting up and using the software.

Cons

Steep learning curve: While SolarWinds Service Desk is generally user-friendly, some users have noted that it can take time to learn how to use all of the features effectively. This may be especially true for businesses that are new to IT service management software.Limited mobile app: SolarWinds Service Desk offers a mobile app for iOS and Android devices, but some users have noted that it has limited functionality compared to the desktop version. This can be a disadvantage for businesses that need to manage IT issues on the go.Limited customization for email templates: Some users have noted that SolarWinds Service Desk offers limited customization options for email templates. This can be frustrating for businesses that want to create custom email notifications and alerts.Pricing: Some users have noted that SolarWinds Service Desk can be expensive, especially for small businesses or those with limited IT budgets. While the software offers a range of features and customization options, some businesses may find that it is not cost-effective.Integrations with third-party applications: While SolarWinds Service Desk does integrate with some third-party applications, some users have noted that the integration options are limited. This can be a disadvantage for businesses that rely heavily on other software solutions for their IT needs.

Pros

Ease of use
Able to create custom Workflows
Ability to build custom reports

Cons

Procurement module can use some improvement but does what it's intended to do.