Overview
Product Information on SolarWinds Service Desk
What is SolarWinds Service Desk?
SolarWinds Service Desk Pricing
Overall experience with SolarWinds Service Desk
“Service Desk Offers Ease of Use but Lacks Advanced Customization Options”
“Solid and intuitive, but room for improvement.”
About Company
Company Description
SolarWinds (NYSE:SWI) provides simple, powerful, secure observability and IT management software built to enable customers to accelerate their digital transformation. Our solutions provide organizations worldwide—regardless of type, size, or complexity—with a comprehensive and unified view of today’s modern, distributed, and hybrid environments. We continuously engage with IT service and operations professionals, DevOps and SecOps professionals, and database administrators (DBAs) to understand the challenges they face in maintaining high-performing and highly available hybrid IT infrastructures, applications, and environments. The insights we gain from them, in places like our THWACK community, help us to address customers’ needs in solutions for observability, IT service management, application performance, and database management now and in the future.
Company Details
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A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About SolarWinds Service Desk
Reviewer Insights for: SolarWinds Service Desk
Deciding Factors: SolarWinds Service Desk Vs. Market Average
Performance of SolarWinds Service Desk Across Market Features
SolarWinds Service Desk Likes & Dislikes
How easy is it to use and deploy, and requires almost zero prior experience with any ITSM platform. The interface is very easy to navigate through, very clean.
It has a clean and intuitive interface. I love the audit trail and activity history on tickets, given that we are a team of 10 and often need to reassign tickets through different teams. The platform provides a solid foundation for ITIL-aligned processes without being overly complex.
Clean user-friendly ticketing and self-service portal that's easy for end users to adopt automation and routing features assignment rules notifications in SLA that reduce manual admin asset and basic change problem features in one place and solid visibility of reporting an operational oversight.
The main drawback is the limited flexibility when it comes to advanced customization and some complex workflows. Compared to other ITSM tools, some configurations may feel hard to use, especially when it comes to reporting, automation and UI configurations.
Their customer support, the inability to track asset loans with automated overdue notifications to the end user, the reporting functionality is not as adaptive as I would like
Reporting in dashboards can be more limiting for complex requirements that additional configuration and some workflow options feel constrained compared with higher end. ITSM tools integration can require more effort than expected depending on your environment and the level of automation you require.
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Peer Discussions
SolarWinds Service Desk Reviews and Ratings
- CHANGE MANAGER50M-1B USDBankingReview Source
Service Desk Offers Ease of Use but Lacks Advanced Customization Options
Overall, my experience with SolarWinds Service Desk has been positive. The platform is easy to adopt, especially for teams that want to get up and running quickly without heavy customization. Core ITSM practices, like Incident, Service Request and Change Management work very well for users. - IT MANAGERGov't/PS/EdEducationReview Source
Solid and intuitive, but room for improvement.
On the positive side, the platform is intuitive and relatively easy to implement. Ticket submission and workflow management are straightforward, and the user interface is clean enough that staff can log requests without much training. Its limitations impact the experience. Reporting lacks depth and flexibility, their customer support experience leaves much to be desired and more advanced asset management features without additional costs would be nice. - MANAGER, PROJECT MANAGEMENT<50M USDMediaReview Source
User-friendly ITSM with a solid automation and quick deployment
We had a positive experience overall, the platform is straightforward to rollout, improves visibility of tickets and workload and gives us a more consistent process for handling requests and incidents. The self-service portal and automation has reduced manual chasing and reporting is good enough for day-to-day service management. - IT MANAGER50M-1B USDTransportationReview Source
Solid service desk product with great automation, would also like native MSTeams integration
Overall this is a pretty decent Service Desk service. I am able to create rules to automatically assign tickets, classify tickets, or have a suggested categorization of the incident. We also use the solutions page not just for the users but for helpdesk personnel as well. This helps them service complicated tickets with snippets and directions to make it easier. - Director Of Operations<50M USDIT ServicesReview Source
Centralized Ticket Management Offers Convenience with Some helpful AI along the way
Good ticketing system with a few added AI perks that actually help along the way. Realtime comments make sure tickets don't sit idle while the customer waits for support.