Reviews

SolarWinds Service Desk Review

SolarWinds Service Desk is a modern, top rated choice for organizations needing a simple to use but powerful help desk software.

Service Desk makes it easy to manage internal and external customer communications and integrate IT operations to help them.

They focus on automating simple or repetitive tasks while simplifying more complex ones.

Customizable dashboards allow you to assess the health of your IT operation by viewing employee statistics as well as revenue information. You can quickly add appointments in seconds and have them sync with other calendars.

The service desk feature will enable you to easily batch export invoices to use with your accounting software. The information is pulled from tickets and time entries/expenses.

This software makes incident and IT asset management easy to track and stores all information in one place.

With options for small to large, complex infrastructures, they have flexible plans for any need and at a competitive price.

Features & Review

  • Ticket routing, approvals, alerts and ticket automation
  • Fast ticket creation
  • Escalate issue through internal ITIL framework
  • Automated workflows
  • Process and notification rules including SLA breaches and critical events that impact the IT infrastructure
  • Customizable Benchmarking reports
  • Configuration Management Database Software (CMDB) – real time data on users, hardware, networks, contracts, business sites, SaaS licensing, and other assets.
  • Customizable Dashboards that highlight critical metrics that are most important to your team and operations.
  • Calendar and Scheduler
  • Employee Service Portal
  • Help Desk Knowledge Base
  • IT Asset Life Cycle Management including Procurement Tools to track licensing, maintenance and subscription details in a single location
  • Reporting
  • SLA and Software License Management
  • Service Desk Mobile App
  • API Access

Screen Shots

System Requirements

  • Windows Server 2008 R2 (64-bit), Windows Server 2012 (64-bit), Windows Server 2012 R2 (64-bit), Windows Server 2016
  • macOS 10.12.0 (Sierra), 10.13.x (High Sierra
  • Chrome 61 and later, Firefox 56.0.1 and later, IE 10 and 11+, Safari 10 and 11, Edge 38 and later
  • Find all system requirements here.

Pricing

FREE Fully Functional 30 Day Trial!

Team Plan:

  • Streamlined Service Desk for smaller teams
  • Unlimited Requestors
  • Incident Management, Service Portal, Knowledge Base
  • $19/month/agent
  • $.10/month per device
  • Billed Annually

Business Plan:

  • All functionality for a growing team
  • Unlimited Requestors
  • Incident Management, Service Portal, Knowledge Base, Service Catalog. Change Management, SLA, Groups, Custom Roles, Internationalization
  • $39/month/agent
  • $.30/month/device
  • Billed Annually

Professional Plan:

  • Customizable service platform to scale the mature IT organization
  • Unlimited Requestor
  • All features + custom field forms, advanced automations, network discovery, contract management, license compliance, scheduled reports, API access
  • $69/month/agent
  • $.50/month/device
  • Billed Annually

Official Website and Download Links

https://www.solarwindsmsp.com/products/remote-management/service-desk

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About the Author

Denise Porter

Denise is one of our Staff Writers that has transitioned from the Corporate IT Consulting World into publishing. She enjoys writing about her Experiences with Software and Tools that she has used and help implement in Real-world Scenarios and Business. She has a Master in Organization Development from Seattle University.

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