SolarWinds Service Desk Reviews

Pros

It's a very affordable tool considering everything it offers.

Cons

Its reporting could still be improved since the results aren't always that accurate.

Pros

This software is very complete and matched what I needed perfectly.

Cons

It has the occasional issue here and there but it's usually simple to fix so I really can't complain.

Pros

From one central dashboard, we're able to view every device across our local infrastructure and its dependencies, including desktops, laptops, printers and more, all in one place. That makes it much easier to check performance and quickly spot when patches or security updates are needed, whether on the devices themselves or in their operating systems. It also helps us keep an eye on risky activity that hasn't been approved by the IT team such as access to unauthorized websites or the installation of applications inside the corporate network, both of which can create security issues for the equipment and the information stored on it. On top of that, it lets us identify unlicensed software within the infrastructure which is another important risk for the IT department.

Cons

Dealing with the IT help desk used to be a tedious process for us and sometimes incident handling or area-specific requests took longer than expected. With this tool though, the interface has proven to be highly user-friendly for users when creating incidents and that makes it easier to define and route each request to the right person so it can be addressed as quickly as possible. Because of that, service levels stay on track and business processes continue without noticeable disruption. Up to this point solarWinds SD has not caused any negative issues in our organization.

Pros

The setup and configuration process is simple and it has been very useful and effective for monitoring networks and infrastructure.

Cons

It does depend on licensing but it is not among the most expensive options and still meets the need efficiently.

Pros

Getting this up and running was simple and customizing it to fit our needs was just as simple. Managing everything day to day has also been very convenient.

Cons

There is not much to complain about overall. The only real downside is that the pricing feels a bit on the expensive side.

Pros

It feels like a well-organized hub of information and the user-friendly workflows and setup options make service desk management much simpler to handle.

Cons

Chat replies can be a bit slow at times and the software management tools along with the SLA warning features still feel somewhat limited.

Pros

Using this through Teams to create and check IT support tickets has been really practical. It gives me a fast way to report IT issues without having to leave the platform.

Cons

when I replied to the helpdesk, my comments didn't get recorded.

Pros

It's a very practical and convenient way to get specialized help whenever specific issues come up from a user's point of view.

Cons

Up to this point, I haven't noticed any difficulties or limitations when using this support tool.

Pros

A very useful, simple tool that speeds up the entire help desk workflow. After using this software, the support provided has improved significantly.

Cons

There's nothing significant to point out as a downside from the time I've been using this software.

Pros

What really stands out is how well everyone communicates and how much care they put into their work. They stay in touch with me, collaborate closely and make sure every issue is fully resolved while also checking whether there is anything else they can do to help.

Cons

I have no complaints at this point. Every interaction I've had with the team has been entirely positive.

Pros

One thing this software does well is security and the interface is also good. Considering we purchased a perpetual license, it feels like a decent value overall and the ROI has been fairly solid.

Cons

The biggest downside is how difficult it is to configure. A lot of tasks depend on using the command line which makes it tougher than it should be and training admin users to manage the tool is not simple.

Pros

The self-service forms are very flexible and can be customized in different ways.

Cons

User interface still needs some improvements to make it better.

Pros

Having asset management and the ticketing system built into one product is a big plus. It gives the IT team complete visibility into the requests coming in and helps keep everything connected in one place.

Cons

The pricing across the different IT process tiers could be improved. For example, the 20 euro jump between the Team tier and the Business tier feels a bit steep especially for smaller companies.

Pros

We monitor a number of servers in it and the platform has been very simple to work with. It doesn't take any special expertise to use and putting servers into Maintenance mode is simple. Taking them back out of Maintenance mode is just as quick and hassle-free.

Cons

For the most part, I really haven't come across any issues with this tool.

Pros

This software is very accurate, simple to use and its many features are extremely useful for us.

Cons

There are a lot of features so it can feel a bit confusing at first. But once you understand how the system works, it becomes very clear and easy to handle.

Pros

This incident management platform has proven itself over time and the interface feels approachable for both IT staff and non-technical users. It covers exactly what we need without loading the system up with unnecessary features we'd never use.

Cons

It would be better with a few more viewing options such as a tiled layout for reviewing incidents or shifts. Right now, only a basic list view is available. Having additional dashboard widgets would also make it more useful.

Pros

It does a really good job of making IT support work more efficient, cutting down the time and effort needed to handle incidents and solve problems. The reporting and analytics are especially strong, giving IT teams useful visibility into performance so they can make better, data-driven decisions. It also connects well with widely used tools like Microsoft Office and Google Workspace which helps improve collaboration and keeps workflows moving. Another big plus is its scalability since it can work well for both smaller organizations and larger ones. On top of that, the pricing is flexible and affordable so companies can choose an option that fits their needs without overspending.

Cons

the platform can take time to learn especially when it comes to the more advanced ITSM features so new users may face a fairly steep learning curve. There can also be some technical issues while using the system, particularly when working with its more complex functions. In addition, the customization options may feel somewhat limited for certain teams which could mean relying on extra tools to fully match specific requirements.

Pros

While searching for a way to connect all of our company's technology and workflows, we chose this tool and right from the start it brought our existing processes together smoothly and improved the way everything worked.

Cons

Nothing is ever completely perfect when it comes to technology but it comes very close.

Pros

The software is simple and practical to use. Pretty much any user can work with it without trouble, even people who usually struggle with software. It feels very user-friendly and when it's configured properly, the user only needs to enter the issue and the Service Desk takes care of the rest.

Cons

A lot of the features after installation are not that simple and need explanation but there isn't much support from the vendor. Instead, they tend to direct you to a specialized company for help with the application.

Pros

I really appreciated its service automation along with the real-time update feature which works really well.

Cons

you need a proper guide to fully understand all of its service desk features though everything else is good.