SolarWinds Service Desk

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

Knowledge Base Article Access can be Customized

Nachteile

Domain management requires the enterprise plan

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu SolarWinds Service Desk

Vorteile

Easy access to monitoring multiple networks

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

accuracy of timeline and real time viewing

Nachteile

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

Vorteile

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

Nachteile

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.

Vorteile

Ease of use and good value for money as well.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

I like the simplicity to use Solarwinds all day

Nachteile

A lot of tools to i dont know how its working

Vorteile

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

Nachteile

The excess of email confirmation regarding the ticket

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

Warum SolarWinds Service Desk gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu SolarWinds Service Desk

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu SolarWinds Service Desk

Vorteile

The reporting and service catalog saved us a lot of time when doing our monthly reviews.
Integrations with different systems such as google and zapier was seemless as well

Nachteile

Not as customizable and unable to get what we want exactly.
Have to do quite a number of work arounds instead.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu SolarWinds Service Desk

Vorteile

I liked the fact that they've combined the Asset Management and Ticketing system in their product, it gives the IT team full insight into the received requests.

Nachteile

The pricing of the different IT processes can be worked on, for instance, between the Team tier and Business tier there is a 20 euro difference which is a little high for small companies.

In Betracht gezogene Alternativen

Vorteile

Amazing help desk ticketing system, it integrates with our two email inboxes for internal and external support. Our internal employees use one address while our external clients use the other. Everything goes into the same queue and are labeled and categorized appropriately. When we comment and attach documents on a ticket via Samanage, the requester gets a nicely formatted (and extremely customizeable) email with the details.

The other great thing is the asset management software, you install the agent on any company computer/phone and it gives you an immense amount of information and auditing capabilities. It will literally tell you the manufacturer and serial number of monitors plugged in (even the laptop LCD screen!)

Also, support is great! You can chat with someone whenever you want and they're very good about either answering right away, or researching the issue and following up later.

Nachteile

It costs a decent amount, and depending on how many administrators you have the costs can jump up. But I will say it's well worth it for all the features you get.

Vorteile

Flexible creation of self-service forms.

Nachteile

User interface need some enhancements to make it.

Vorteile

This is a great ITSM. We have been with them for many years and have watched them grow. They have a lot of the features of the big name systems but without the high cost. If you are looking for an ITSM that will get the job done here it is. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interating with your tickets. Overall a good choice for an ITSM

Nachteile

The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity?

Vorteile

Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected.

Nachteile

It doesn't know how to make me coffee in the morning, but other than that, it's hard not to like something that makes your life easier.

Vorteile

Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions

Nachteile

A lot of features but some seem unnecessary.

Vorteile

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

Nachteile

I have no negative experiences with Solarwinds

Vorteile

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

Nachteile

Quite helpful and no worthy complaints to list.

Vorteile

Super reliable and efficient in all ways

Nachteile

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

Vorteile

Cuenta con una interfaz muy bella a simple vista, es un aplicativo muy completo y facil de utilizar.

Nachteile

No vi ninfun problema tener en cuenta que esta diseñado estrictamente para el departamento de IT

Vorteile

Es una herramienta muy economica para todas las prestaciones que ofrece.

Nachteile

Teniendo en cuenta que sus informes no son tan exactos podria mejorar.

Vorteile

Este programa es muy completo se ajusto a mis requerimientos.

Nachteile

Tiene una que otra falla pero es facil de solucionar no me quejo en realidad.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

limited integration options and support can be quicker.

Vorteile

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

Nachteile

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

Vorteile

Sistema de fácil implantação e configuração. Muito útil e eficiente para monitoramento de redes e infraestrutura.

Nachteile

Depende de licenciamento porém, não é dos mais caros e atende a necessidade de forma eficiente.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

Muito prático e fácil para recorrer a ajuda especializada de forma a ultrapassar problemas pontuais na ótica de utilizador.

Nachteile

Até ao momento não observei constrangimentos na utilização desta ferramenta de ajuda.

Vorteile

Ferramenta de uso simples e muito prática que agiliza todo o trabalho de help desk. Melhoria significativa por parte da assistência após o uso deste software.

Nachteile

Nada de relevante a referir como contra no tempo que já utilizei este software.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

Flexibility

The "Sand Box" approach.

Support.

Cost effective

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

O software é simples e prático. Qualquer utilizador consegue utiliza-lo sem problemas, mesmo aqueles que apresentam mais dificuldades em utilizar softwares. Muito intuitivo e se configurado corretamente, o usuário apenas precisa preencher os problemas e todo o restante o Service Desk fara por você.

Nachteile

Muitos dos recursos ao se instalar, não são fácil e precisam de explicações, porém não há muito suporte por parte do fabricante, que te empurra uma empresa especializada em suporte a aplicação.

In Betracht gezogene Alternativen

Warum SolarWinds Service Desk gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu SolarWinds Service Desk

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.