What is SolarWinds Service Desk?
With SolarWinds Service Desk you have one place to streamline and organize the tickets and requests that are coming in through different mediums, including email, phone calls, a customized Service Portal, and even the occasional (or extremely frequent) walk up.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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84 Likeliness to Recommend
79 Plan to Renew
3
Since last award
82 Satisfaction of Cost Relative to Value
3
Since last award
Emotional Footprint Overview
+84 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love SolarWinds Service Desk?
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Fair
Cons
- Slower Product Innovation
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Multi Device Capability
Technician Administration
End User Support Solutions
Integrated Knowledge Management
Service Catalog
Multi-Site Functionality
Integration With IT Tools
End User Self Serve
Reporting
Vendor Capability Ratings
Ease of IT Administration
Quality of Features
Ease of Implementation
Business Value Created
Availability and Quality of Training
Vendor Support
Breadth of Features
Usability and Intuitiveness
Ease of Data Integration
Ease of Customization
Product Strategy and Rate of Improvement
SolarWinds Service Desk Reviews
Felix K.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jan 2024
Good ITSM Tool but still lacking crucial features!
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
It provides seamless integration with other Solarwinds products, such as Dameware.
What is your favorite aspect of this product?
Features include an automated IT asset management system, a clean user interface, email integration, and API support .It provides Single Sign-On (SSO), which is highly useful.
What do you dislike most about this product?
The customization feels quite limited. They could also increase the search capabilities. The present search option returns many irrelevant results. Integration with other third-party programs is rather limited. The reporting feature is rather poor, with very little scope for customization.
What recommendations would you give to someone considering this product?
The tool will definitely serve all the basic functions of an ITSM tool as well as inventory, but if you need detailed reports and automations, this might not be for you.
Pros
- Helps Innovate
- Continually Improving Product
- Efficient Service
- Effective Service
Saad S.
- Role: Information Technology
- Industry: Healthcare
- Involvement: IT Leader or Manager
Submitted Jan 2024
Comprehensive and Efficient
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
In the realm of IT service management, SolarWinds Service Desk stands out thanks to its excellent UI, reliable automation, extensive asset management, customizable choices, easy interfaces, cutting-edge analytics, and robust support.
What is your favorite aspect of this product?
Users frequently compliment the SolarWinds Service Desk for having an outstanding UI that is easy to use. This feature facilitates accessibility and ease of use for end users submitting service requests as well as IT professionals administering the system. Its use and adoption across many businesses are greatly enhanced by its interface's simplicity.
What do you dislike most about this product?
cost may be relatively higher compared to other similar solutions in the market,
What recommendations would you give to someone considering this product?
Make use of the trial or demo to determine whether it meets the unique requirements of your company.
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Effective Service
Mellisa Andry P.
- Role: Sales Marketing
- Industry: Other
- Involvement: End User of Application
Submitted Aug 2023
A powerful service platform.
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
Solarwind service desk is a robust ticketing platform that can assist organizations in automating and streamlining their IT service administration. Solarwind’s finest options include a service catalog and knowledge base documentation for common issues. It is compatible with NPM and a variety of other server monitoring programs and technologies. The UI is simple to use and intuitive. Option to customize based on the needs of the customer. Allows dashboard setting so that everything may be viewed in one place. Capability to monitor consumer happiness. For ticket notifications, it is fully linked with Microsoft Outlook.
What is your favorite aspect of this product?
Service Desk is simple to set up, speedy, and has a beautiful, clear user interface. It is used for incident management, change management, and inventory management. Users can submit tickets with ease. Help desk agents are capable of resolving situations quickly. The service catalog function is useful. It guarantees that the user provides the necessary (and structured) information and that the help desk personnel can see pre-defined stages for resolution. When difficulties are fixed, we have the option of documenting the remedy. Overall, this is a good method that has been promptly embraced by all departments inside the organization.
What do you dislike most about this product?
The least helpful aspect of SolarWinds Service Desk is that it might be difficult for consumers to navigate. The disadvantage of adopting SolarWinds Service Desk is that the platform has so many possibilities that it might be tough to set up for me if I don’t grasp all of the settings and options. The SolarWinds Dashboard is a very useful tool. It supports custom views as well as tracking certain items that are essential to the user.
What recommendations would you give to someone considering this product?
The ability to create a status that the user can see in real time is the most useful feature of SolarWinds Service Desk. The benefits of adopting SolarWinds Service Desk include the fact that it is cloud-based and offers mobile apps for iOS and Android.
Pros
- Efficient Service
- Continually Improving Product
- Reliable
- Performance Enhancing