SolarWinds Service Desk Reviews

Pros

The dashboard layout is a standout for me, it looks like it was recently refreshed and is very clear to read.

Cons

Pricing feels pretty high for smaller businesses although it seems much more reasonable for larger companies.

Pros

While searching for a computer management tool for handling my network and services, I came across this software and it turned out to be a really solid choice. It packs an impressive range of features without making the interface feel complicated. Everything can be managed from one central place which has been very convenient. The group management tools are especially powerful and still very user-friendly and I was able to set up and customize different groups to match exactly what I needed and preferred.

Cons

I really haven't run into any issues with it. The whole experience has been very positive and I've been very satisfied since I started using it. I honestly can't think of any complaints so far.

Pros

having quick access to work records in a very practical way is a plus.

Cons

I think the user interface could use a bit of improvement to make it better overall.

Pros

It comes with a wide range of functions for managing, tracking, escalating and resolving day-to-day IT issues.

Cons

Some features don't offer as much customization as I'd like.

Pros

The service desk is very user-friendly and pleasant to work with. It integrates well with other SolarWinds products and the remote access performs reliably. The CMDB, patch management and remote control features are all useful additions.

Cons

Even though the platform is simple to use, the pricing is a bit higher than some competing tools.

Pros

After using this application for the past two years, I can say the real-time alerting and search functionality have been excellent. It helps us quickly locate any needed data as long as it exists in the database and the system has been configured properly.

Cons

At this point, I really do not have any negatives to point out about this application. I have not come across anything that stands out as a drawback.

Pros

We find it easy to operate. It's useful, quick to work with and I haven't run into any issues while using it.

Cons

The interface isn't the best-looking but it's still clear enough to understand and use.

Pros

Monthly reviews take a lot less time now thanks to the reporting tools and service catalog. The integrations with systems like Google and Zapier have also been smooth which has made our workflow much more efficient.

Cons

Customization is somewhat limited so we can't always set things up exactly the way we want. Because of that, we've had to rely on quite a few workarounds.

Pros

Creating and handling tickets works really well for my team especially with the tasks we use most often. The interface is very user-friendly so submitting a ticket is guided and simple. Once a ticket is in the system, managing it is flexible enough to keep up with issues as they change over time.

Cons

There are still a few quality-of-life features missing especially from the perspective of a lower-tier help desk user. Better ticket management options and the ability to enter a resolution while creating the ticket without having to close it would make the experience a lot more practical.

Pros

I like its configuration and asset management functionality since it helped address several audit-related issues. I was also impressed by how well it could identify who made a change to a configuration file. Another big plus was being able to log a ticket against an asset, whether it was an incident, problem or request, without leaving the same platform.

Cons

It was disappointing to find out that it still could not track configuration and compliance for AIX assets.

Pros

Its keeps things simple. With a lot of tools, it feels like time gets wasted digging through endless options and too much customization. Here, it's much clearer to see exactly what falls under your responsibility in the department and just work from there.

Cons

At the same time, it can feel a little too basic. The interface ends up looking cluttered which is unfortunate. It's not a huge issue on its own but if there isn't much self-discipline, the ticket queue can get messy pretty quickly.

Pros

After the initial setup was completed, the system gave us very detailed monitoring data on our network endpoints. The information it provides has been genuinely useful.

Cons

The cost has become hard for us to justify and whenever you want to expand what the software can do, you have to purchase extra modules that are not affordable for a small school.