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
Sarah H.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jun 2022
An excellent tool for service management
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
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.
What is your favorite aspect of this product?
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.
What do you dislike most about this product?
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.
What recommendations would you give to someone considering this product?
Solarwinds is the only service desk software we've tried that has a very strict security policy, which includes all of the layers that go into designing online applications. As a result of the product's simplicity of use, I was able to swiftly configure several nodes and enable monitoring and alerts.
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Trustworthy
James M.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Dec 2021
Overall great ticket management system
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
Solarwinds Support are very helpful, better than its competitors.
What is your favorite aspect of this product?
Great monitoring function, truly a one stop shop for all service needs.
What do you dislike most about this product?
Lots of addons to the standard package so can be expensive.
What recommendations would you give to someone considering this product?
Would highly recommend. Worth the extra cost.
Pros
- Inspires Innovation
- Acts with Integrity
- Reliable
- Enables Productivity
abhishek m.
- Role: Information Technology
- Industry: Telecommunications
- Involvement: IT Leader or Manager
Submitted Mar 2021
Perfect tool.
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
We use Solarwinds NPSM monitoring tool too. The interface between these two is just awesome.
What is your favorite aspect of this product?
Updation process
What do you dislike most about this product?
Nothing so far
What recommendations would you give to someone considering this product?
Good to go for it.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing