SolarWinds Service Desk Reviews

The solar winds version of SolarWindsServiceDesk is leaps and bounds ahead of the old samanage version in terms of both features and performance, but one of the recent updates has caused some weird issues that I can only assume are permission based. I have full admin access as a technician on the site, but I can not even reassign or check off a task if it’s not directly assigned to me or a group I’m in. This is only an issue on SolarWindsServiceDesk , but honestly it’s still so much better than it was previously so it still gets 4 stars.

I Love SolarWindsServiceDesk we use for our organization for tickets Management. User interface is very easy to use and understand not a lot of training needed. The only reason why I didn’t give it a 5 star is because of the notifications. You only receive notification when a ticket is assigned to you, I’d like to receive notification when a new ticket is received.

Better look and feel, more functionality, better performance = nicely done guys.

A few days ago everything in SolarWindsServiceDesk changed. Where it opened and looked like an app designed for a smart device, now it opens and operates like a website being viewed in desktop compatibility mode. When adding a note I have to select a box type my note then click the box again, but the post button doesn’t show up. I have to click somewhere else on the screen so that the button shows up again. Also the giant x right above the menu button is in a horrible spot since it is easy to hit and logout.

SolarWindsServiceDesk is solid and reliable. It needs more functionality such as being able to add tasks to an incident. It also should include preferences, such as not defaulting the current user as the requester when adding a new incident within SolarWindsServiceDesk , and copying the title of the last incident. Take care of these things and I’ll update the rating.

Keep the improvements coming! Would be 4 stars but Lack of time tracking entry is a big issue for our team, ability to add tasks is missing and ability to open various attachment types and export to other apps on phone is missing. Allowing toggle between agent and user app modes would be nice.

Friendly to use and dummy proofed

It would be great if we could see the customer service response to a ticket via the mobile app. Make that happen!

Our agency uses service Desk portal, but SolarWindsServiceDesk only works for other staff but not me. I have a new iPhone12 and app still won’t let me sign in with my work credentials. Not even Single-signon. Please help.

Sharon Mayher

Replying to users as a tech is buggy, the scrolling doesn’t work correctly if you type a long enough message to fill the viewport. Have to assume there are more issues as well, but I don’t use it much.

Add ticket number to banner notifications, fix it where if you tap and the is open in the background , go to that ticket, don’t just bring up SolarWindsServiceDesk

I need to be able to get a notification for every time a new ticket comes in as category “IT Support”

Amazing work you guys are doing on this. The ONLY thing missing is iOS notifications for incidents!! Then it’ll be 5 stars.

Ever since this changed to Solarwinds, I can no longer upload pictures from my cell phone into the ticket. This functionality helped us tremendously and worked when it was Samanage.

App works good but incidents are delayed

On the current version as of 12/26/2021, the application with automatically close after every incident I update (add details, assignee, etc.) an incident.

I wish we had the ability to add a configuration item to tickets through SolarWindsServiceDesk as well. Other than this and the constant closing after every note entry, it’s solid. I think this has potential to really help IT departments being able to update incidents/tickets on the fly without needing to bust out their laptop.