SolarWinds Service Desk

4.6 (574)
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Software de gestión de activos y centro de atención de TI

Calificación general

4.6 /5
(574)
Relación calidad-precio
4.5/5
Funciones
4.4/5
Facilidad de uso
4.6/5
Asistencia al cliente
4.6/5

97%
Un ha recomendado esta aplicación
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Reseñas de 574

Angie
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 10,000+ empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Me gusto su intefraz

Revisado el 20/7/2023

Puntos a favor

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

Puntos en contra

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

Osvaldo
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 1,001-5,000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Economico

Revisado el 20/7/2023

Puntos a favor

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

Puntos en contra

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

Juan Andres
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 501-1,000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Esplendido

Revisado el 20/7/2023

Puntos a favor

Este programa es muy completo se ajusto a mis requerimientos.

Puntos en contra

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

Patrick
Patrick
Calificación general
  • Sector: Biotecnología
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Samanage is an easy to use solution that makes my life so much easier

Revisado el 30/8/2018

We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is...

We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is perfect and easy to use which enables users to understand the problem and submit tickets!

Puntos a favor

The ease of use. The system allows the natural flow of tickets into problems, problems into changes and the audit trail is perfect for our validation/qa friends. We love that the API is easy to intergrate and have pulled in our sharepoint system with the API to automate tasks like account creation/separation.

Puntos en contra

The system could uses a few tweaks but I think this is just growing pains. The Samanage team has been straightforward with what they are implementing and changes are being released consistently. Over the past two years of having the system, I can say the updates are wonderful and truly address issues. Not purely cosmetic.

Dillon
Dillon
Calificación general
  • Sector: Servicios medioambientales
  • Tamaño de la empresa: 501-1,000 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Huge Upgrade

Revisado el 4/12/2019

Overall experience with this product have been great so far. Our employees use this platform more...

Overall experience with this product have been great so far. Our employees use this platform more than our last and they have also been able to find their own solutions more. I really love the support from the customer support a lot. The support is always right on top of any issues and I have experience very quick responses when I do need to contact them. A+ on customer support.

Puntos a favor

I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen.

Puntos en contra

We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work on one catalog item.

Alternativas consideradas

Zendesk Suite

Razones para elegir SolarWinds Service Desk

We needed a friendlier GUI with more User integration.

Razones para cambiar a SolarWinds Service Desk

Cost to features were a big plus. We got everything out of the box with Service Desk that we need currently.
Usuario verificado
Calificación general
  • Sector: Almacenamiento
  • Tamaño de la empresa: 1,001-5,000 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 6.0 /10

Good Out-Of-Box product for small, scalable team

Revisado el 10/10/2018

We were attempting to solve the issue of ticket management in the IT department. While it was a...

We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.

Puntos a favor

I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.

Puntos en contra

There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.

Asim
Calificación general
  • Sector: Gestión de organizaciones sin ánimo de lucro
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Excellent ITSM tool

Revisado el 19/10/2020

Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best...

Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.

Puntos a favor

Ease of use and customisation. Customer services

Puntos en contra

Reporting is limited. Even customisation in reporting is limited

Alternativas consideradas

ConnectWise ScreenConnect, ServiceNow y Zendesk Suite

Razones para elegir SolarWinds Service Desk

Price and lack of ITIL support

Software anterior

Jira

Razones para cambiar a SolarWinds Service Desk

Price, Ease of use and customisation, Customer services
Jeffrey
Calificación general
  • Sector: Servicios
  • Tamaño de la empresa: 201-500 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

New to SolarWinds Service Desk--Perfect fit for us!

Revisado el 16/9/2020

I am Super Happy with this software. I am the administrator and I love having the ability to make...

I am Super Happy with this software. I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.

Puntos a favor

Efficiency--There are so many things that can be updated from the main page that lists your incidents. Very easy to learn and to use.

Puntos en contra

Integration with Active Directory. We were able to setup Single Sign-On, but it wasn't as smooth as I would've liked. But it does work, so it's not really a con, just the complexity of it was a little more than the rest of the setup.

Alternativas consideradas

Freshservice y SysAid

Razones para elegir SolarWinds Service Desk

The previous software was pretty clunky, having to go to several different screens to make different updates on the same ticket. With Service Desk, I can make many of those changes without even having to open the the ticket itself.

Razones para cambiar a SolarWinds Service Desk

Overall, the user interface just seemed easier to navigate. The price was also better than the alternatives. All around, I just had a really good feeling about this software from the beginning. I actually chose this over the software that I had recommended initially.
Irfan
Calificación general
  • Sector: Automoción
  • Tamaño de la empresa: 1,001-5,000 empleados
  • Software usado Otro durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Amazing Tool Kit for Management & Monitoring of Service Desk.

Revisado el 28/4/2021

Overall experience is very good before implementation of this solution we are using internally...

Overall experience is very good before implementation of this solution we are using internally software for manage service desk and we had lot of issues.

Puntos a favor

Asset Management (Automate)
Cloud base management
Live chat

Puntos en contra

User interface not so good ( must improve this section )
Searching is not good improve it.

Alternativas consideradas

ManageEngine ServiceDesk Plus

Razones para elegir SolarWinds Service Desk

before implementation of this solution we are using internally software for manage service desk and we had lot of issues.

Razones para cambiar a SolarWinds Service Desk

we study and check all organization requirement, this solution cost effective and with positive user reviews. we use in trail and implement.
Jodie
Calificación general
  • Sector: Educación superior
  • Tamaño de la empresa: 501-1,000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

SolarWinds Service Desk

Revisado el 15/10/2020

Puntos a favor

SolarWinds Service Desk is an intuitive, robust and dependable service management platform. It is cloud based (big plus) and continually has new feature/functionality roll outs.

Puntos en contra

The mobile app could use some work, it is a little cumbersome from a technician's stand point.

Alternativas consideradas

FootPrints

Razones para cambiar a SolarWinds Service Desk

SolarWinds offered much more functionality and features as is more in line with what we were looking for.
Usuario verificado
Calificación general
  • Sector: Educación superior
  • Tamaño de la empresa: 501-1,000 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 9.0 /10

Practically Perfect in Every Way

Revisado el 15/10/2020

Puntos a favor

It has a clean, easy to use, and intuitive interface. We have only scratched the surface of what it can do.

Puntos en contra

I haven't really found anything I dislike. Our previous solution was that bad.

Matthaniel
Calificación general
  • Sector: Restaurantes
  • Tamaño de la empresa: 501-1,000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Great Product for Helpdesk, Task Management and Software Inventory

Revisado el 21/10/2019

Puntos a favor

This solution is great for tracking incidents, solutions, problems, etc for company IT departments. It provides an easy to use interface that allows for easy creation of FAQs and a Solutions Database.

Puntos en contra

There are some things bulk items that cannot be imported without the use of the API, which is a tiny bit annoying, and some of their python and Ruby API sample code is out of date or no longer maintained.

Alternativas consideradas

Zendesk Suite

Razones para cambiar a SolarWinds Service Desk

It seemed to have a more in-depth product that gave us the detail that we needed and the integration that made our lives a little easier.
Saranjit
Calificación general
  • Sector: Marketing y publicidad
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Solarwinds Great Ticketing system

Revisado el 8/11/2019

Puntos a favor

Ease of use
Able to create custom Workflows
Ability to build custom reports

Puntos en contra

Procurement module can use some improvement but does what it's intended to do.

Carlos
Calificación general
  • Sector: Administración educativa
  • Tamaño de la empresa: 501-1,000 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

The easy helpdesk

Revisado el 3/10/2023

Puntos a favor

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

Puntos en contra

The excess of email confirmation regarding the ticket

Reza
Calificación general
  • Sector: Comercio minorista
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 6.0 /10

Nice product for daily IT use

Revisado el 27/2/2023

Overall, it's a great software that is well made and enables you to customize it easily even...

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.

Puntos a favor

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.

Puntos en contra

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.

Alternativas consideradas

Jira y Freshdesk
Usuario verificado
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 10,000+ empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 10.0 /10

Solarwinds - Good tool for Monitoring

Revisado el 22/2/2023

Puntos a favor

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.

Puntos en contra

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

Josh
Calificación general
  • Sector: Producción de alimentos
  • Tamaño de la empresa: 501-1,000 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

SolarWinds Service Desk is worth it!

Revisado el 31/1/2023

Everyday use is a breeze and never a chore.

Everyday use is a breeze and never a chore.

Puntos a favor

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.

Puntos en contra

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

Usuario verificado
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 501-1,000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 7.0 /10

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

Revisado el 22/7/2021

We've been using Solarwinds Service Desk for a few years now, and I highly suggest it. It provides...

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.

Puntos a favor

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.

Puntos en contra

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.

Pooja
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Ideal tool for service desk management

Revisado el 14/11/2021

*Solar wind is one stop for a managed service desk tool.
*IT has numerous feature associated...

*Solar wind is one stop for a managed service desk tool.
*IT has numerous feature associated within, one among is solarwinds network monitoring. Usually organization will have a different tool for network monitoring itself but solarwinds provides access to this future without needing to have different tool.
*Easy to access and multiple means of ticket creation and tracking.

Puntos a favor

Network Monitoring and Reporting / analytics re two feature mostly used in our organization.
This tool also helped me log into employees desktop and understand step by step to resolve any particular issue.
Provides way better workflow process and I am sure It may get way bigger.

Puntos en contra

Reports could be managed in a better format or structure because there is so much you can do with reports.

Gianluca
Calificación general
  • Sector: Telecomunicaciones
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Good Software

Revisado el 6/10/2022

Puntos a favor

The ease of use, it's very easy and it is useful, fast and with no problems.

Puntos en contra

The interface is not so good but fair enough to understand

Alternativas consideradas

Zoho Desk

Razones para cambiar a SolarWinds Service Desk

Because this is the most complete.
Bart
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 7.0 /10

Solarwinds servicedesk helps you service the customers

Revisado el 19/10/2022

Very happy!

Very happy!

Puntos a favor

Very easy and nice to see servicedesk system, good integration with other Solarwinds tools, remote acces works fine, CMDB, Solarwinds patchmanagement, remote control

Puntos en contra

In fact it's easy to use bit the price is a little it higher then some other tools.

Jason
Calificación general
  • Sector: Servicios para el consumidor
  • Tamaño de la empresa: 201-500 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

User Friendly

Revisado el 22/10/2020

Easy to upload a Solution Article and based on the employees that are using this on our company...

Easy to upload a Solution Article and based on the employees that are using this on our company it's very interactive because all of the information is already displayed on the interface.

Puntos a favor

First of all, I really like the GUI of this Ticketing Tool compared to my previous ticketing system we are handling which is Service Now. This is very easy to use and all of the information is very efficient to find

Puntos en contra

The Chat response from an agent on Solarwinds takes time to respond. If there's an outage the email delivery is slightly delayed for the announcement

Usuario verificado
Calificación general
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Amazing internal and external customer service portal

Revisado el 19/7/2018

Asset management, asset auditing, help desk ticketing system.

Asset management, asset auditing, help desk ticketing system.

Puntos a favor

Amazing help desk ticketing system, it integrates with our two email inboxes for internal and external support. Our internal employees use one address while our external clients use the other. Everything goes into the same queue and are labeled and categorized appropriately. When we comment and attach documents on a ticket via Samanage, the requester gets a nicely formatted (and extremely customizeable) email with the details.

The other great thing is the asset management software, you install the agent on any company computer/phone and it gives you an immense amount of information and auditing capabilities. It will literally tell you the manufacturer and serial number of monitors plugged in (even the laptop LCD screen!)

Also, support is great! You can chat with someone whenever you want and they're very good about either answering right away, or researching the issue and following up later.

Puntos en contra

It costs a decent amount, and depending on how many administrators you have the costs can jump up. But I will say it's well worth it for all the features you get.

Christian
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 1,001-5,000 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

The Best so far

Revisado el 21/10/2020

I've been using different ticketing systems from my past employments and in my current company. ...

I've been using different ticketing systems from my past employments and in my current company. This is the best so far, the interface is very user friendly.

Puntos a favor

Real-time, User Friendly. The social media vibe using the comment section and notification for communication makes it a lot easier to communicate and document the case.

Puntos en contra

Auto Refresh, it will help a lot. we are using 3rd party for the autorefresh. Yes, there's a notification that there's a new ticket but we still have to refresh in order to see it.

Brad
Brad
Calificación general
  • Sector: Edición
  • Tamaño de la empresa: 201-500 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 7.0 /10

Better than other products but needs some TLC

Revisado el 9/3/2018

Puntos a favor

The biggest advantage my team has with Samanage is that you can create solutions for common issues, that you can easily attach to a ticket and not have to re-type the solution over and over again. Other then that ticketing system is fine, does what we need it to but reporting could use some enhancements.

Puntos en contra

Would like a more in depth reporting mechanism, could be that my company doesn't use the tool to the best of it's ability but there needs more vision on software/hardware we have.