SolarWinds Service Desk Reviews

Pros

Right away, the biggest plus was how simple the platform felt to use. The interface is very user-friendly and the dashboard makes navigation simple and convenient.

Cons

The most noticeable downside was the cost per device. On top of that, the invoicing module felt pretty basic and didn't offer a recurring billing feature.

Pros

Having all of our services gathered in one convenient place is really helpful and the real-time updates make it even better.

Cons

I do not have any complaints. The software feels very convenient to use, simple and also quite secure.

Pros

it is simple to view help desk tickets, update them and close them out. On top of that, being able to search for users across the organization and pull up their ticket history is a really useful extra.

Cons

The interface could be a lot more user-friendly. It also lacks a mobile app for IT support technicians which would be especially helpful since a lot of techs spend time working away from the office.

Pros

Custom attributes work really well for teams with different needs and the SLA and service management capabilities feel purpose-built for a Service Desk that focuses on delivering value. When stacked up against other tools, this one stands out by giving a complete view across all teams using the desk and the interactive dashboards are especially helpful for the management side.

Cons

A few areas especially the Service Catalog setup, take quite a bit of planning and thought. Even so, the out-of-the-box experience was solid and didn't get in the way of launching the new desk.

Pros

The knowledge base article access can be customized which is a really valuable feature.

Cons

Domain management is only available with the enterprise plan which can be limiting.

Pros

The timeline stays accurate and the real-time view makes it much easier to keep track of what's happening as things update.

Cons

actual phone support for troubleshooting is missing. It would really help to have a real person available to explain or walk through solutions when issues come up.

Pros

Getting into the platform to monitor multiple networks is very convenient and simple.

Cons

Theres a lack of technical support available for directing comments, questions or other queries.

Pros

Running IT for a small business has become much more manageable with this tool. The platform is user-friendly so handling and resolving issues feels simple. I can track tickets quickly and automate repetitive work which saves a lot of time and effort. It also connects well with other tools I use and the detailed reports give me a clear view of my team's performance, helping me make smarter, data-driven decisions to improve service delivery.

Cons

Some of the more advanced features come with a bit of a learning curve so it's worth setting aside time to really explore everything the system can do.

Pros

Using it has been simple and it also offers solid value for the money.

Cons

SolarWinds products can be fairly resource-intensive so they need substantial hardware and system resources to perform well.

Pros

From asset tracking to IT management, this platform covers everything our team needs. The setup process was pretty simple and the customer support has been amazing throughout.

Cons

It's been very helpful overall and I really don't have any meaningful complaints to mention.

Pros

Running an IT services company with multiple clients, networks and tenants means there's a lot to manage and this has helped reduce my workload and admin tasks by about half.

Cons

It does cost more than some other alternatives but the integrations it provides make it worthwhile for the way my business is set up.

Pros

It has been consistently reliable and efficient across the board.

Cons

I haven't run into any issues while using it. Their products have been excellent overall and the experience has been amazing.

Pros

Once alerts start coming in, it helps us keep an eye on everything and quickly identify the issues that need attention.

Cons

There are no downsides that I can think of.

Pros

Using it throughout the day feels very simple.

Cons

There are quite a few tools included and I'm still not sure how some of them work.

Pros

The platform looked polished and getting familiar with the setup didn't take long at all.

Cons

We couldn't reach a pricing agreement so we ended up choosing a different ITSM solution.

Pros

It helps us oversee and manage our entire network and its alert generation features have been especially impressive.

Cons

Honestly, there's nothing I dislike about it. It does an excellent job of managing network alerts and whenever something goes wrong or there's an issue with our network devices, it immediately generates the appropriate alerts and alarms.

Pros

Found it easy to handle and configuring it didn't take much effort. The automated inventory system is a big plus and the help desk ticketing service works really well for handling requests efficiently.

Cons

integration options feel a bit limited and the support response time could definitely be faster.

Pros

Opening a ticket in it works really well, with simple codes and a convenient tool that makes the process very convenient.

Cons

The number of email confirmations sent for each ticket can feel excessive.

Pros

Being able to track where requests sit in the IT queue helped users stay informed, while the IT team could keep everything much more organized. It felt like a big step forward for Service Desk/Help Desk ticketing systems. It also gave IT support staff the ability to create more detailed, user-specific tickets and each part served its own distinct purpose.

Cons

The app gave end users very few ways to create their own tickets. Because of that lack of self-service, we eventually moved to a local JIRA setup instead.

Pros

It has a very attractive interface at first glance and it's a very complete application that's simple to use.

Cons

I didn't run into any issues, just keep in mind that it's designed specifically for the IT department.