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SolarWinds Service Desk
4.6
Overall rating
Reviews
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About SolarWinds Service Desk
SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses respond to service requests in a timely manner, resulting in improved support.
SolarWinds Service Desk is a cloud-based software offered for an annual subscription. In the system, users can manage service tickets and company assets. It also works on the go from any smartphone or tablet equipped with a web browser.
SolarWinds Service Desk integrates with other applications, including Google Apps, Salesforce.com, OneLogin and over 140 other applications. Users can submit service tickets through either email or the inbuilt self-service portal. The portal empowers users to search for a solution independently using the system's configurable knowledge base. Customers can also submit a new request and check on the status of a pending issue.
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$39.00/month.
Starting Price:
US$39.00/month
Free Version:
No
Free trial:
Yes
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SolarWinds Service Desk Reviews
Feature rating
5 reviews of 572
View all reviews
Krishna
- Industry: Hospital & Health Care
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5
5
Reviewed on 21/05/2022
It is simple to implement, administer, and update
In my opinion, web-based program solutions are the way of the future, and SolarWinds is right there with them. I truly mean it when I say I'd want to switch to SolarWinds because of the ease with which everything can be done from a web browser.
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.
Sarah
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4
4
Reviewed on 09/06/2022
An excellent tool for service management
For the most part, Solarwinds Service Desk is utilized for automating incident generation through integration and reducing the amount of human work required. Custom dashboards make it possible to see the weekly, monthly, and yearly trends in various types of tickets, such as incidents, requests, changes, and issues, and to perform analysis.
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.
Dan
- Industry: Renewables & Environment
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
4
Ease of Use
1
Customer Support
1
2
Reviewed on 23/03/2023
On-Premise product thatrequires some hefty configuration
We needed a product that did not cost much and would obey ITIL standards.The tool does the above, but it requires vast knowledge on how to set up, admin and implement changes.The end users seemed to go along with the tool, but when basic changes needed to be made, you always looked for the one person who knew how the original setup was done, as it was the only way of making the changes safely.
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
DamewareReasons for Switching to SolarWinds Service Desk
It was cost-effective for what we needed and the size of our user base.
Lillian
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
4
4
Reviewed on 21/08/2023
Solarwinds has an excellent ticketing system
It's been a long time since I last logged a help desk ticket. I think they've made some amazing improvements to their service, and now they can hold their own against JIRA and their entire suite.
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.
Hossam
- Industry: Retail
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4
5
Reviewed on 30/08/2021
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.
