SolarWinds Service Desk

4,6
Gesamtbewertung
Bewertungen

4,6
Gesamtbewertung
Bewertungen

Über SolarWinds Service Desk

SolarWinds Service Desk eignet sich für Unternehmen, die nach einer Helpdesklösung mit ITSM-Funktionen (IT Service Management) suchen. SolarWinds Service Desk enthält umfassende Service-Desk-Funktionen, mit denen Unternehmen zeitnah auf Serviceanfragen reagieren und so einen besseren Support bieten können. SolarWinds Service Desk ist eine cloudbasierte Software, die als Jahresabonnement angeboten wird. Im System können Nutzer Servicetickets und Unternehmensressourcen verwalten. Die Lösung funktioniert auch unterwegs von jedem Smartphone oder Tablet aus, das einen Webbrowser enthält. SolarWinds Service Desk lässt sich in andere Anwendungen integrieren, darunter Google Apps, Salesforce, OneLogin und über 140 andere Anwendungen. Nutzer können Servicetickets entweder per E-Mail oder über das integrierte Selfserviceportal einreichen. Das Portal ermöglicht es Nutzern, mithilfe der konfigurierbaren Wissensdatenbank des Systems selbst nach einer Lösung zu suchen. Kunden können auch eine neue Anfrage einreichen und den Status ausstehender Anfragen überprüfen.
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SolarWinds Service Desk Preis

SolarWinds Service Desk bietet keine Gratisversion, aber eine kostenlose Testversion. Die kostenpflichtige Version von SolarWinds Service Desk ist ab 39,00 $/Monat verfügbar.

Startpreis:
39,00 $/Monat
Kostenlose Version:
Nein
Kostenlose Testversion:
Ja

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Nutzerbewertungen zu SolarWinds Service Desk durchsuchen

574 von 574 Bewertungen
Sortieren nach:
Lillian
Lillian
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 21.8.2023

Solarwinds has an excellent ticketing system

It's been a long time since I last logged a help desk ticket. I think they've made some amazing improvements to their service, and now they can hold their own against JIRA and their entire suite.

Vorteile

Users can see where their requests are in the IT department's queue, and the department can stay organized. A revolutionary advance in Service Desk/Help Desk ticketing systems. Enabled IT support staff to generate user-specific support tickets with greater specificity. They all fulfilled different functions.

Nachteile

The SolarWinds app did not provide the end user with many options to create their own ticket. We switched to local JIRA because it used to avoid self-service.

Misty
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
3

5
Bewertet am 27.1.2024

Prefect system for the right business structure

This is prefect product for my company and I am very happy with the software and I’m not looking to change any time soon.

Vorteile

Being a IT services company with multiple clients and different networks and tenants. Helps cut down my task and admin duties in half.

Nachteile

The price is high compared to other options but the integrations it offers is worth it to my business structure.

Rasheed
  • Branche: Einzelhandel
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
2
Funktionalität
3
Bedienkomfort
3
Kundenbetreuung
1

4
Bewertet am 16.12.2024

System Support Tehnician

My overall experience has been good with the application due to the multiple networks i monitor on a day to day basis which make it easy to preempt issues.

Vorteile

Easy access to monitoring multiple networks

Nachteile

Lack of technical support to direct comments, questions or query's to

Dan
  • Branche: Erneuerbare Energien & Umwelt
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
1
Kundenbetreuung
1

2
Bewertet am 23.3.2023

On-Premise product thatrequires some hefty configuration

We needed a product that did not cost much and would obey ITIL standards.The tool does the above, but it requires vast knowledge on how to set up, admin and implement changes.The end users seemed to go along with the tool, but when basic changes needed to be made, you always looked for the one person who knew how the original setup was done, as it was the only way of making the changes safely.

Vorteile

I like the securityI like the interfaceI think it's a fairly good value as we bought a perpetual license.ROI is fairly good.

Nachteile

It is hard to configure, relying on the command line to do many things and not easy to train admin users on administrating this tool.

In Betracht gezogene Alternativen

Dameware

Gründe für den Wechsel zu SolarWinds Service Desk

It was cost-effective for what we needed and the size of our user base.
aaron
  • Branche: Einzelhandel
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
1

4
Bewertet am 18.12.2024

SolarWinds Review

Vorteile

accuracy of timeline and real time viewing

Nachteile

no actual call support to troubleshoot or actual real person to explain or breakdown a solution to any issues at hand

Verifizierter Rezensent
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
4

5
Bewertet am 25.5.2024

Streamlining IT Support for Small Businesses

Vorteile

SolarWinds Service Desk has significantly improved my small business's IT management by providing a user-friendly platform for addressing and resolving issues. The easy-to-use platform allows me to quickly track tickets, and automate repetitive tasks, saving me time and effort. The software integrates well with other tools, and the insightful reports help me stay informed about my team's performance and make data-driven decisions to improve our service delivery.

Nachteile

SolarWinds Service Desk's advanced features require some learning, dedicate time to explore its capabilities.

Omkar
  • Branche: Computer-Vernetzung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 6.11.2023

Solarwinds service desk used to monitor and manage our network infrastructure

Solarwinds service desk is used and responsible for solarwinds services like syslog and traps services etc.

Vorteile

Solarwinds service desk is used to manage and handle our network entirely with its amazing alert generating features.

Nachteile

Nothing to be like least in solarwinds, it is best to manage and handle network alerts and if anything went wrong or any issue with our network devices it os generating alerts and alarms for the same.

Adrian
  • Branche: Outsourcing/Offshoring
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 5.1.2024

Solarwinds review

Positive overall, we are able to look deeper into network and DB issues using Solarwinds

Vorteile

Allows us to monitor and spot issues after alerts have come in

Nachteile

I have no negative experiences with Solarwinds

Alejandro Enrique
Alejandro Enrique
  • Branche: Telekommunikation
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
5

5
Bewertet am 21.6.2023

The integral IT management tool to keep your company running smoothly.

It is satisfying to have a team that provides services within the company in everything related to incidents and IT requirements and supported with a centralized tool such as SolarWinds Service Desk allows the work they perform to be easier, reliable and efficient; This tool is capable of monitoring all of the company's assets and visualizing behaviors, licenses and their use, guaranteeing security within the local corporate network and optimizing periodic maintenance work such as antivirus updates, operating system licenses (a significant point for scheduled audits in the company), which is why Solarwinds SD is an extremely important support for the organization's service desk and for all of us who use this tool.

Vorteile

Through the central panel we can see each and every one of the computers that make up our local infrastructure in each of the dependencies (this includes desktops, laptops, printers all in 1, etc.), this means that we can validate their performance and detect when patches or security updates are required in any of them or in the operating system they have, It also allows us to monitor by means of risk management any activity not endorsed by the IT group, such as browsing on websites not authorized by the organization or installing applications within the corporate network, which derives in risk for the security of the equipment and the information contained therein, as well as detecting unlicensed software within the infrastructure, which would be risky for the IT team.

Nachteile

Normally the interactions with our IT help desk was a tedious process and in some cases delayed in the attention of incidents or requirements of some areas, SolarWinds SD has adapted within its interface a high degree of intuitiveness that is perceived by each of the users who interact with this tool for the creation of incidents and thus define or assign such requirement to the appropriate personnel in order to achieve a response in the shortest possible time, this ensures maintaining the level of service without any impact and the business process without striking alterations; Solarwinds SD so far has no negative reactions in our organization.

Samuel
  • Branche: Lagerung
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 8.5.2024

Great Product.

Vorteile

Ease of use and good value for money as well.

Nachteile

Some SolarWinds products may be resource-intensive, requiring significant hardware resources and system resources to run effectively.

Shawn
  • Branche: Paket- & Frachtlieferung
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
0

5
Bewertet am 31.10.2023

Great Solution

Vorteile

Easy to use and configure. automated inventory system and great help desk ticketing service

Nachteile

limited integration options and support can be quicker.

Samuel
  • Branche: Telekommunikation
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Monatlich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 1.6.2023

SolarWinds: A Service Desk Great Experience

Vorteile

A seamless reservoir of information with intuitive workflow and setup capabilities that greatly simplifies service desk management.

Nachteile

Lapses in chat response time and limited features for software management and SLA warning functions can pose challenges.

Verifizierter Rezensent
  • Branche: Computer-Software
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 1.3.2023

SolarWinds service

Vorteile

Flexible creation of self-service forms.

Nachteile

User interface need some enhancements to make it.

Bishoy
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Monatlich für Kostenlose Testversion genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
4

5
Bewertet am 3.2.2023

A Review of SolarWinds Service Desk - The Efficient IT Service Management Solution

SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform designed to help organizations streamline and automate their IT support operations. The platform offers a range of features, including incident management, problem management, change management, and knowledge management, making it a popular choice for IT teams and support organizations.

Vorteile

Efficiency: The platform is designed to streamline IT support operations, reducing the time and effort required to manage incidents and resolve problems.Robust reporting and analytics: The platform offers robust reporting and analytics capabilities, allowing IT teams to gain insight into their performance and make data-driven decisions.Integration capabilities: SolarWinds Service Desk integrates well with other popular tools and applications, such as Microsoft Office and Google Workspace, further enhancing its efficiency and collaboration capabilities.Scalability: The platform is highly scalable, making it suitable for organizations of all sizes.Affordable pricing: The pricing model is flexible and affordable, allowing organizations to choose the right solution to meet their specific needs.

Nachteile

Steep learning curve: Some users may find the platform's advanced features and capabilities to have a steep learning curve, especially for those new to ITSM.Technical difficulties: Some users may experience technical difficulties when using SolarWinds Service Desk, especially when using its more advanced features.Limited customization options: Some users may find the customization options limited, and may need to use additional tools to meet their specific needs.

Ronald
Ronald
  • Branche: Tiefbau
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 23.3.2017

Great platform for asset management and trouble ticket

The pricing is based upon the number of users in our network that will be accessing the system, and the number of "Managers" running the system.

The salesman were very helpful in providing a great offer on the cost and have kept that pricing concept since we started.

As you are starting out with basically a "Blank Page" it can seem a little overwhelming at first setting everything up to get that final functional asset management and help desk system you envision. However, there are plenty of examples and their help & support is very responsive.

To me, this "Blank Page" is one of the positive aspects of the system. Basically, with some limitations, if I can imagine it, I can build it with what they have provided. This is true if you keep in mind what the original system was designed for in the first place. (The point here is simply: you would be surprised what kind of things people have asked the system to do... way beyond the scope of its design...)

It easily integrates with Active Directory (AD based on Windows 2003 is no longer supported as of this writing) and has a robust permissions setup, allowing you to allow and deny users any number of "Roles" that are pre-configured or that you create as needed.

The easy deployment of the agent combined with the cloud based setup allows the system to work well with users and machines working both in the corporate network, as well as outside of it in satellite offices.

The "Trouble Ticketing" interface can be customized and is easy to understand and navigate. Background elements include the ability to track tickets, warn administrators of tickets that have received no response, cluster common tickets to users and machines for trend and trouble tracking, and provides what I call "Live Response", where you can see who is looking at a specific ticket or item and see their notations instantly.

Probably the most impressive portion of the system is that part that most users will never see: The asset management system.

Once the agent has been installed and is communicating, the amount of information provided is overwhelming at first, and yet still organized and categorized. There is even a built in tool allowing the system to know when a computers warranty is up.

My reason for not giving 5 stars across the board:

The system sometimes has issues tracking software as the "Suite" it is licensed under. This is not necessarily and issue with this system as it is in how it is sold.

Vorteile

Flexibility

The "Sand Box" approach.

Support.

Cost effective

Nachteile

Printers are auto-populated, not based upon where the printer is installed from and shared from, but by every single shared instance of that printer. As a result, a single printer in an office of 200 users all sharing the same printer will show an inventory of 201 printers.

Software suites, like Autodesk "Building Design Suite Premium" are sold and licensed as a single unit, even though it is a collection of some 2 dozen programs and plugins. Samanage does not have the ability automatically, to track and manage this; it shows them as a bunch of separate programs. There is a way to cheat the system and make this work, but it is a manual step that requires a bit of work to setup and manage.

It's getting better, but the agents do not always refresh as quickly as I would like.

Jonathan
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
3
Bedienkomfort
5
Kundenbetreuung
0

4
Bewertet am 1.10.2022

Easy to learn and use

Overall, Solarwinds has been a very easy to learn and use system, with a friendly user interface. It is a great starting point for users that do not have experience with information management systems.

Vorteile

The processes that are most used by my team are very easy to perform. Ticket creation is assisted by a very user friendly UI, and ticket management after tickets are created allow for tickets to reflect evolving issues.

Nachteile

Proper ticket management and the ability to provide a resolution at the time of creating the ticket without closing it are just a few quality of life improvements that I can see missing as a low-tier help desk member.

Tim
  • Branche: Bildungsmanagement
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
3
Bedienkomfort
3
Kundenbetreuung
4

3
Bewertet am 17.11.2020

Cost per year better than most

Running this for 5 and a half years now at roughly 30k tickets per year currently. It's been largely stable, but of course a few bumps along the road. The biggest complaint I get is that there's no mobile app, or a limited use one at best. That said, the web UI on mobile is mostly friendly.

Vorteile

The pricing tier after the initial purchase is fair. Client UI is actually really great, unless you're a Client Admin on v.12.7.2. Reporting works, so long as you're ok with slightly off numbers.

Nachteile

Reporting doesn't report accurately compared to a custom query, which is odd. A two week report has one total, but running the weeks individually returns a different total, which is really weird. Unable to route tickets to a Tech Group based on Request Type, it's stuck to one group. This makes ticket flow a little difficult to work with.

Jada
  • Branche: Bau
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 19.10.2020

A Great product with even greater potential

Overall, we have had a generally positive experience with Service Desk, we would just like to see them mature out more of their features

Vorteile

A few of the things that I like most about Service Desk is the ease of learning to use it. I was able to go from one ticket management system to this one in a single day of training and have had almost no issues in terms of knowledge gaps. Their customer support is top tier and their change management workflow is one of the best I've seen.

Nachteile

Reporting. By that I mean the lack of reports and reporting tools. It would be nice to be able to build out our own or create our own reports. A BI tool in this application would really put it over the top.

In Betracht gezogene Alternativen

Spiceworks Cloud Help Desk und ServiceNow

Gründe für den Wechsel zu SolarWinds Service Desk

Cost, product quality and customer support
Verifizierter Rezensent
  • Branche: Musik
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
3
Bedienkomfort
5
Kundenbetreuung
3

5
Bewertet am 5.10.2022

Great all in one solution

A good choice for all IT teams to start out with

Vorteile

The reporting and service catalog saved us a lot of time when doing our monthly reviews.
Integrations with different systems such as google and zapier was seemless as well

Nachteile

Not as customizable and unable to get what we want exactly.
Have to do quite a number of work arounds instead.

In Betracht gezogene Alternativen

JIRA Service Management

Gründe für den Wechsel zu SolarWinds Service Desk

Was giving it a shot
Olusegun
Olusegun
  • Branche: Internet
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 27.6.2021

Solarwinds Service Desk

Vorteile

Solarwinds Service Desk is an easy to use application platform to track service request. Its interface and dashboard are quite impressive. The SLA feature is very cool.

Nachteile

Team collaboration on the platform should be improved. The license is quite expensive

Matthew
Matthew
  • Branche: Marketing & Werbung
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 15.2.2019

Samange - Cloud based Support Desk

Great software, have used this at two different firms now. Simple and easy with great reliability and reporting.

Vorteile

Samange is very quick to setup, customization's are easy and don't require programmers. The software has many editable fields that allow for quick reporting, SLA tracking, and user satisfaction.

Nachteile

The only limitation to Samange that I have seen is if you are working to resolve an item it is a one to one relationship. I would like to see the outbound emails tagged so that if a 3rd party is engaged and reply's via email it is auto captured in the system. Many to one responses are lacking.

Greg
Greg
  • Branche: Bildungsmanagement
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 27.3.2018

This makes project management a snap

Vorteile

The software is robust and full features, everything from helpdesk to asset management. Also the integrations are great, having it easily connected to our zendesk instance allowing the ability to connect issues from zendesk to assets in samanage. This also makes tracking asset warranty simple.

Nachteile

When we purchased samanage it seemed to be focused on the asset management. Now they've geared to push more towards the helpdesk software built into to it. Not being able to disable to and remove the options.

Verifizierter Rezensent
  • Branche: Bau
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Weitere für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
3
Bedienkomfort
5
Kundenbetreuung
4

4
Bewertet am 15.6.2018

Samanage provides a highly visible system for user support and asset management in one...

Vorteile

I felt that SaaS was the way to go with an incident management system, and I've not been disappointed. We experienced just a few brief outages in the years when I was the administrator. There has been decent integration support for the features I've been using. I appreciate that the nomenclature follows closely with the ITIL definitions (Full disclosure: I am no ITIL expert, but from what I can tell, the effort was made to align with ITIL processes)
I liked the feedback system with users. We were able to achieve a customer feedback score right at 98% positive in FY 2017.... most important thought was that it was measured and that the 2% who were unsatisfied could leave feedback as to why.

Nachteile

Tasks integation with the other front-line features was basically non-existent. There were a few suggestions that I provided on how to improve the software... in each case we got rapid feedback on the suggestions... but when the feedback is 'we aren't doing that.' it is about as useful as never hearing anything back.

Ryan
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
0
Bedienkomfort
4
Kundenbetreuung
1

3
Bewertet am 7.4.2016

Support is non-existent and clunky. Interface good, but needs work.

Samanage's software is the 5th HelpDesk software package I have used in my professional career of 20 years. It has some nice features, including the automated inventory for Windows workstations, and the ability to setup custom SLA's. But that is where the positive end.

Things I don't care for are outdated "help" articles in their support portal, written by their own staff, that are inaccurate, and wasted over two days of my time trying to implement something that I discovered didn't work, then when I flag their support, I get a brief apology. Support is terrible, if they cannot write and police their own articles for accuracy. I don't appreciate organizations that cause more work for organizations using their product.

The system does not allow for UNC paths to be set as links in the system. This prevents our organization from sending "clickable" link to help staff add printers, map drives, etc. Only hyperlinks that go to the web are able to be made clickable.

Searches are another headache. While it is nice that it searches across everything to yield results, you have no method to filter the results returned to a date range or the ability to sort the results by a certain field.

We also had to take their supplied agent (for automated inventory), and build our own MSI package for deployment. Unsure why they are not able to do this themselves, but it is frustrating.

No native iOS app is available, for the technicians to use, and using the HTML 5.0 interface is clunky and not very useful on iOS devices.

The software has a lot of potential, but still needs a lot of work.

Antwort von SolarWinds

Hi Ryan - We're always looking for feedback and suggestions to help us stay agile and keep up to date with our customers. Our community is a great way to engage and find help, however we realize that as the software continues to change, some of the solutions within the community can get outdated. We're always working to update as we go! As your customer success manager, I'd like to apologize if the experience with our support team was challenging. Our goal is always to surpass your expectations.

Our search and filtering functionality has seen some enhancements over the last months and once we connect, I'm happy to take you through some of the enhanced dynamic reporting functionality that comes with the updates. I will reach out to set up some time for us to speak. - Britt, 919-648-0785

Beantwortet am 7.4.2016
Don
  • Branche: Restaurants
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 20.7.2021

CHG Review

Overall experience was great! Definitely like better than service now and also works well with solarwinds network monitoring.

Vorteile

Ticket management is easy to use
Asset management works well
Ticket assignment function works well
Helpdesk monitoring is a great tool

Nachteile

A little cumbersome to set up, but once completed works great! Had some difficulty adding custom fields.

In Betracht gezogene Alternativen

ServiceNow Customer Service Management

Warum SolarWinds Service Desk gewählt wurde

Needed more functionality

Gründe für den Wechsel zu SolarWinds Service Desk

Easier to use for helpdesk team
Assi
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 22.2.2024

Handling IT Issues Easily

Vorteile

From asset tracking to IT management, this tool has all we need
The deployment process is quite straightforward and the customer support is amazing.

Nachteile

Quite helpful and no worthy complaints to list.

Angie
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
5

4
Bewertet am 20.7.2023

Me gusto su intefraz

Vorteile

Cuenta con una interfaz muy bella a simple vista, es un aplicativo muy completo y facil de utilizar.

Nachteile

No vi ninfun problema tener en cuenta que esta diseñado estrictamente para el departamento de IT

Randy
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 18.1.2024

Best and reliable Service Desk for all problem’s related to Solarwinds

So far, i have had a great time using Solarwinds products especially Service Desk..

Vorteile

Super reliable and efficient in all ways

Nachteile

Haven’t encountered any problems using the Service Desk provided by Solarwinds..Solarwinds is excellent and amazing with all its products

Osvaldo
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

4
Bewertet am 20.7.2023

Economico

Vorteile

Es una herramienta muy economica para todas las prestaciones que ofrece.

Nachteile

Teniendo en cuenta que sus informes no son tan exactos podria mejorar.

Juan Andres
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 20.7.2023

Esplendido

Vorteile

Este programa es muy completo se ajusto a mis requerimientos.

Nachteile

Tiene una que otra falla pero es facil de solucionar no me quejo en realidad.

Samir
  • Branche: Baumaterial
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Wöchentlich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 28.11.2023

Good tool for management

Vorteile

I like the simplicity to use Solarwinds all day

Nachteile

A lot of tools to i dont know how its working

Heidi
  • Branche: Staatsverwaltung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Kostenlose Testversion genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
0

4
Bewertet am 13.11.2023

Free Trial for 60 Days

Vorteile

The platform was visually appealing and the setup seemed rather easy to become accustomed to.

Nachteile

We were unable to come to a monetary agreement and went with another ITSM.

Jacquelyn
  • Branche: Baumaterial
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Monatlich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 18.4.2023

It's like I have a personal IT Team standing by...

It has been very encouraging. Working with such a great team definitely takes the stress out of worry about what ifs.

Vorteile

The communication and the care everyone takes in their work. They communicate with me and work together to ensure that all of my issues are resolved and that there is nothing else that they can do to help.

Nachteile

Nothing so far. I have had nothing but positive experiences with everyone I have worked with at Solar Winds.

Carlos
  • Branche: Bildungsmanagement
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
4

4
Bewertet am 3.10.2023

The easy helpdesk

Vorteile

The best WAY to open a ticket with simple codes and tool

Nachteile

The excess of email confirmation regarding the ticket

Denis
Denis
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: Selbstständig
  • Monatlich für Kostenlose Testversion genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 12.6.2023

Sistema extremamente intuitivo e fácil de utilizar, com muitos recursos.

Vorteile

Sistema de fácil implantação e configuração. Muito útil e eficiente para monitoramento de redes e infraestrutura.

Nachteile

Depende de licenciamento porém, não é dos mais caros e atende a necessidade de forma eficiente.

Aman
  • Branche: Immobilien
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Kostenlose Testversion genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
4

4
Bewertet am 4.6.2023

Great product for all sized organizations.

Vorteile

Easy to deploy and customize. Love the easy of it's management.

Nachteile

Nothing major I can think of. Cost is a little at the higher end.

Reza
  • Branche: Einzelhandel
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 27.2.2023

Nice product for daily IT use

Overall, it's a great software that is well made and enables you to customize it easily even without coding. every company will love working with that.

Vorteile

I liked the fact that they've combined the Asset Management and Ticketing system in their product, it gives the IT team full insight into the received requests.

Nachteile

The pricing of the different IT processes can be worked on, for instance, between the Team tier and Business tier there is a 20 euro difference which is a little high for small companies.

In Betracht gezogene Alternativen

Jira und Freshdesk
Shayla
Shayla
  • Branche: Internet
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 7.2.2023

The tool is fantastic for managing incidents

For IT issue management, change management, and software purchase approvals, we utilize SWSD. Users may see where their requests stand in the IT department's queue, and the department as a whole can stay organized.

Vorteile

This incident management software is a tried-and-true classic, with a user interface that's friendly to both IT pros and regular folks. It serves our purposes without overwhelming us with extra features we won't need.

Nachteile

More views, like a tiled one, might be helpful for examining incidents or shifts. At this time, just a bulleted list is accessible. More dashboard widgets would be welcome, too.

Paulo
  • Branche: Automotive
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Wöchentlich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
0

4
Bewertet am 19.4.2023

Útil e rápido

Boa experiência

Vorteile

Ferramenta de uso simples e muito prática que agiliza todo o trabalho de help desk. Melhoria significativa por parte da assistência após o uso deste software.

Nachteile

Nada de relevante a referir como contra no tempo que já utilizei este software.

Cláudia
  • Branche: Automotive
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Wöchentlich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 19.5.2023

IT helpdesk

It's a userfriendly tool with minor problems.

Vorteile

I use this tool on Teams to creat and view tickets for IT support. And for me it's very pratical and a quick way to report IT situations.

Nachteile

When answering to the helpdesk, my comments weren't registered.

Rui
  • Branche: Automotive
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Monatlich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
0

4
Bewertet am 19.5.2023

User help

Vorteile

Muito prático e fácil para recorrer a ajuda especializada de forma a ultrapassar problemas pontuais na ótica de utilizador.

Nachteile

Até ao momento não observei constrangimentos na utilização desta ferramenta de ajuda.

Felipe
  • Branche: Automotive
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
1

3
Bewertet am 23.1.2023

Ferramenta de abertura de ticket

Infelizmente, não foram os melhores, pois foi necessário a contratação de uma empresa terceira para configuração do ambiente. Isso gera uma série de problemas e atrasos. Não existe forma mais fácil de executar, pois a empresa meio que obriga a contratar um suporte.

Vorteile

O software é simples e prático. Qualquer utilizador consegue utiliza-lo sem problemas, mesmo aqueles que apresentam mais dificuldades em utilizar softwares. Muito intuitivo e se configurado corretamente, o usuário apenas precisa preencher os problemas e todo o restante o Service Desk fara por você.

Nachteile

Muitos dos recursos ao se instalar, não são fácil e precisam de explicações, porém não há muito suporte por parte do fabricante, que te empurra uma empresa especializada em suporte a aplicação.

In Betracht gezogene Alternativen

Freshservice

Warum SolarWinds Service Desk gewählt wurde

Foi informado sobre uma integração a outra plataforma que seria necessário para o nosso trabalho.

Zuvor genutzte Software

Freshservice

Gründe für den Wechsel zu SolarWinds Service Desk

Precisávamos de uma ferramenta com integração a outro sistema. No momento, apenas a SolarWinds informou ter está integração, por isso, optamos pelo Service Desk.
Rosa
  • Branche: Staatsverwaltung
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 13.2.2023

Logiciel innovateur

J utilise ce logiciel tous les jours et il a changé ma vie car il est très facile à utiliser et à comprendre. Cela facilite beaucoup de mes tâches quotidiennes et il est très puissant et performant. Je recommande fortement.

Vorteile

Ce logiciel est très précis facile d'utilisation et ses nombreuses fonctionnalités nous sont très utiles.

Nachteile

Il y a beaucoup de fonctionnalités ce qui peut être un peu déroutant au début mais une fois qu'on a compris le système c'est très facile à comprendre et à manipuler.

Verifizierter Rezensent
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
0

5
Bewertet am 22.2.2023

Solarwinds - Good tool for Monitoring

Vorteile

We have a bunch of server in Solarwinds which is monitored in it. The tools very easy to use, no need a special talent. The way we put the server in Maintenance mode is very easy and removing it from it is also very easy.

Nachteile

Mostly, I don't see any flaws in this tool.

Verifizierter Rezensent
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 4.1.2023

Improve services with SolarWinds Service Desk

Overall experience is good, reliable and fast, will be suggesting to other users also.

Vorteile

I most liked about this software is service automation and real time update feature which is great.

Nachteile

Least like about this software is the proper guide is required to understand it's all service desk features, all other are good.

Josh
  • Branche: Lebensmittelproduktion
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 31.1.2023

SolarWinds Service Desk is worth it!

Everyday use is a breeze and never a chore.

Vorteile

When looking for a solution to tie all of our tech together inside of our company, we went with SolarWinds Service Desk and from the get go, it seamlessly blended all of our existing processes together and made everything so much better.

Nachteile

Although there is no such thing as perfect tech, SolarWinds gets pretty close.

Mayank
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 15.10.2022

Experience with MS Teams (Pending)

Overall experience is amazing & I am loving this application.

Vorteile

I am using this application since last 2 years & I found that real time alert triggering & Search feature is superb.
We can easily find any required data using this app if it is available in its database & if it is configured.

Nachteile

So far, I found no reason which I can share as a low-light for this app. Nothing which I can mention as a dwarback for this app.

Sarah
Sarah
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
5
Kundenbetreuung
4

4
Bewertet am 9.6.2022

An excellent tool for service management

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.

Vorteile

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.

Nachteile

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.

Krishna
Krishna
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 21.5.2022

It is simple to implement, administer, and update

In my opinion, web-based program solutions are the way of the future, and SolarWinds is right there with them. I truly mean it when I say I'd want to switch to SolarWinds because of the ease with which everything can be done from a web browser.

Vorteile

I like that we can measure time, open rates, add project and task users, and connect files to our projects and tasks. This is a must-have for me in my current position. It's a great way to stay on top of tasks. All task updates are sent to you in real time. Support and asset management use cases are at the bleeding edge of this technology here. An good solution that meets the majority of ITSM criteria is available.

Nachteile

The task arrangement for submitting new tickets might be a little complicated at times. Most users won't be able to see or realize how much backend setup is required, thus someone has to do it or teach them.

Verifizierter Rezensent
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
3
Kundenbetreuung
4

4
Bewertet am 22.7.2021

SolarWinds Service Desk - Great Serve desk that meets the ITSM needs

We've been using Solarwinds Service Desk for a few years now, and I highly suggest it. It provides cutting-edge support and asset management use cases. It is an excellent solution that satisfies the most, if not all, of the ITSM requirements, such as incident and issues management, changes and release management, and asset management.

Vorteile

1. Solarwinds provides an excellent Incident Management experience. Agents can prioritize events and add custom fields for improved reporting and analysis.
2. It includes remote control software (Dameware), which enables support personnel to quickly enter into clients' computers and provide remote assistance.
3. It is also beneficial for asset management. Organizations may maintain track of all assets, including their location and status.
4. It is quite simple to open a support ticket. Its connection with email makes things a lot easier.
5. It also provides a Customer Satisfaction survey (which is issued automatically) to assess the level of service provided.
6. It is also cloud-based, allowing users to join in from anywhere and give help.

Nachteile

1. The user interface could definitely benefit from some enhancements to make it easier to navigate.
2. The Search functionality is not properly optimized and frequently produces irrelevant results.
3. To create more user-friendly reports, the reporting may be upgraded with a much better UI.
4. The notification system may be improved to allow desktop pop-ups.
5. The mobile app frequently hangs.

574 Bewertungen

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