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
Hollace G.
- Role: Human Resources
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Jul 2023
A Delivers Top-notch IT Service Management.
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
SolarWinds Service Desk differentiates itself from other similar products with its user-friendly interface, seamless integration, customization options, scalability, adherence to the ITIL framework, comprehensive reporting, and exceptional customer support. These features collectively make it a standout choice among IT service management software options. Overall, SolarWinds Service Desk has become an indispensable asset for our IT team, making our work more efficient and organized.
What is your favorite aspect of this product?
It's so easy to navigate and set up, even for someone like me who isn't a tech expert. The simplicity and intuitive design make managing IT service requests a breeze. Plus, the software's customization options allow me to tailor workflows and forms to fit my organization's unique needs perfectly. Being able to integrate it seamlessly with other tools we use, like Microsoft Teams, has been a game-changer for our team's collaboration. And let's not forget the amazing customer support they offer; whenever I have a question or need assistance, they are always there to help promptly.
What do you dislike most about this product?
One aspect that I find somewhat limiting is the lack of certain advanced reporting features. While the software does offer comprehensive reporting capabilities, there are times when I wish it provided more advanced analytics and data visualization options. Having more in-depth insights and customizable reporting templates would help us gain deeper understanding and make better-informed decisions about our IT service management processes. Despite this drawback, I still find the overall functionality and usability of the software to be highly valuable for our team's needs.
What recommendations would you give to someone considering this product?
The overall value it provides outweighs this minor drawback. If you're looking for a comprehensive and easy-to-use IT service desk software, I highly recommend giving SolarWinds Service Desk a try.
Pros
- Reliable
- Performance Enhancing
- Unique Features
- Efficient Service
Colton C.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Feb 2023
Works as intended and more. Love the customization
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
Ease of use and filter customization makes it easy to view the information I need for my job.
What is your favorite aspect of this product?
The user interface makes it very easy to understand and find all the needed features I use every day.
What do you dislike most about this product?
I don't have anything specifically I don't like but I wish there was more customization so I could color categorize certain information. If this feature exists I have not found it yet.
What recommendations would you give to someone considering this product?
Play around with the filters. You can customize your homepage to display the information you need for your job. This makes it very easy to find what you're looking for.
Pros
- Reliable
- Client Friendly Policies
- Transparent
- Unique Features
Peter C.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Jan 2023
Simple and easy to use, but lacks features
Likeliness to Recommend
What differentiates SolarWinds Service Desk from other similar products?
Its simplicity. There are many different ITSM applications out there and most of them are pretty complicated to use and setup. SolarWinds is very simple and straightforward. Takes very little time to learn.
What is your favorite aspect of this product?
It's quick and easy. There aren't a million screens and pages to do one task; everything is immediately available on one page.
What do you dislike most about this product?
It lacks advanced features that could make a lot of work quicker and easier for us.
What recommendations would you give to someone considering this product?
Great product for a smaller-medium sized company that may be looking for their first ITSM application.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Trustworthy
Cons
- Slower Product Innovation
- Commodity Features
- Charges for Enhancements