SolarWinds Service Desk is extremely user friendly. Our staff are able to easily access the platform and very easily submit a ticket. We, in turn, are able to get them the help they need as soon as possible and assign it to the proper tech to help fix their problem. It's connected with Dameware Remote Everywhere also is extremely helpful as we have many remote devices that we service. Keeping track of assets is simple. Additionally, the ability to create our own tickets and put a process in for our techs to follow really helps minimize mistakes or missed steps and maximize time spent directly helping staff. Review collected by and hosted on G2.com.
I wish that SolarWinds Service Desk had more options for automations, such as automatically attaching a related asset when someone submits a ticket. Review collected by and hosted on G2.com.
Video Reviews
Great Product, needs to branch out more
Smart and easy way to manage Help Desk and inventory
Go from zero to Helpdesk in no time!
741 out of 742 Total Reviews for SolarWinds Service Desk
Overall Review Sentiment for SolarWinds Service Desk
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The setup feature of Service Desk appeals most to me. Coming from a Jira shop, I have found the options in Service Desk to be lots more user friendly and allow for generally better processes throughout the firm. Additionally quite simple to use in your surroundings and start straight out of the box. Review collected by and hosted on G2.com.
After ten months or so at Service Desk, I truly cannot name anything I find objectionable. Since we are now a Solar Winds shop all around, I truly enjoy all of their items. Review collected by and hosted on G2.com.
Very comprehensive, feature rich system. Very reliable and stable system Review collected by and hosted on G2.com.
Can be quite expensive compared to alternatives. For a basic helpdesk system, might be over complicated Review collected by and hosted on G2.com.
The integration of help desk with remote support is one of my favorite aspects. SolarWinds is really good at being our helping hand to sort out problems. I love that everything is available in one place and we can be sure it will work. Along with easy configuration, SolarWinds helps us with topic. Review collected by and hosted on G2.com.
However, using SolarWinds to manage all devices in the network is one of the challenges we face and this may create coverage holes. In the last month's scheduled audit, some inconsistencies in the data from one of our remote data centers were observed. This misalignment has an impact on our ability to analyze server and application traffic accurately, so adding human effort to troubleshoot manually is the result. Review collected by and hosted on G2.com.
The platform's user-friendly design was of great value to us during the expansion of our EU office. Now even the accounting pals no longer communicate through e-mails but ticketing systems. Just about two months ago, we had over 200 requests processed and not a single complaint on the submission process. The integration with Dameware RE was also very critical for our hybrid workforce. We are able to manage our remote team's devices on different sites with no hassle now, and the custom created workflow templates guarantee a constant support standard. Review collected by and hosted on G2.com.
I wish it offered more advanced automation options, particularly for asset-ticket associations, but asset tracking itself works quite well. Review collected by and hosted on G2.com.
I have been using it for years to collect information and manage endpoints. Works great as it should. Review collected by and hosted on G2.com.
There is nothing I dislike about this service. Review collected by and hosted on G2.com.
I am part of an electric coop that has around 100 employees, and this service desk feature is the best fit for our company. It provides our end users with a simplistic way of entering help desk tickets, and it helps us manage our assets efficiently on the admin side. I would highly recommend this option for a small company. Review collected by and hosted on G2.com.
There is no third-party integration from what I've seen. Customer support is lacking somewhat; when I've had questions, I get sent knowledge bases instead of being able to talk to an actual person. Review collected by and hosted on G2.com.
The tool is well thought out and has improved our helpdesk offering. Our technicians have better visibility of tickets and deadlines and the reports provides really useful insights which aids in decisionmaking. The support offered is excellent as well. Review collected by and hosted on G2.com.
I think that the asset inventory piece could be better. It needs more customisation routes Review collected by and hosted on G2.com.
What I like best about Service Desk is the configuration aspect of it. Coming from a Jira shop, I have found the configurations in Service Desk to be alot more user friendly and allow for overall better workflows throughout the company. It is also very easy to implement into your environment and get rolling right out of the box. Review collected by and hosted on G2.com.
After 10 months or so within Service Desk, I really cant name something that I dont like. I really love all Solar Winds products as we are now a Solar Winds shop all around. Review collected by and hosted on G2.com.
It is straightforward and mostly easy to use. It has powerful asset management, and notifications. I love how it leverages M365 email connectivity for email. Good API's Review collected by and hosted on G2.com.
It needs some improvements. As much as I like the asset tool, I feel like its missing information which would really make it better. I would like to see it have more Remote Machine management, and access tools and include more RMM type tooling internal like a NinjaONE, Pulseway, Datto, etc. Review collected by and hosted on G2.com.
I like that it has automatic ticket prioritizing by factor that it analyzed and time tracking that has time stamp how long it takes to work on the ticket. Review collected by and hosted on G2.com.
Need improvement with accessing service desk features from mobile devices. Review collected by and hosted on G2.com.
