Sobre o SolarWinds Service Desk

SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses respond to service requests in a timely manner, resulting in improved support. SolarWinds Service Desk is a cloud-based software offered for an annual subscription. In the system, users can manage service tickets and company assets. It also works on the go from any smartphone or tablet equipped with a web browser. SolarWinds Service Desk integrates with other applications, including Google Apps, Salesforce.com, OneLogin and over 140 other applications. Users can submit service tickets through either email or the inbuilt self-service portal. The portal empowers users to search for a solution independently using the system's configurable knowledge base. Customers can also submit a new request and check on the status of a pending issue.
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Preço do SolarWinds Service Desk

SolarWinds Service Desk não possui uma versão gratuita, mas oferece versão de teste grátis. Versão paga do SolarWinds Service Desk a partir de US$ 19,00/mês.

Starting Price:
US$ 19,00/mês
Pricing Details:
Team - $19 Business - $39 Professional - $69 Enterprise - $89 Pricing is per month, per agent. Contact SolarWinds to request a price quote.
Versão gratuita:
Não
Versão de teste gratuita:
Sim

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Avaliações do SolarWinds Service Desk

Nota do recurso

Relação qualidade/preço
4,5
Funcionalidade
4,5
Praticidade
4,5
Suporte ao cliente
4,5
5 avaliações do 521 Ver todas as avaliações
Avaliador Verificado
  • Industry: Serviços de informação
  • Company size: 11-50 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
4
Recursos
5
Praticidade
4
Suporte ao cliente
5

4
Avaliado em 19/05/2021

Software completo - Recomendado a todo Service Desk

A experiência foi muito boa no geral. Software cumpre o que promete, funciona muito bem, personalizável e com suporte excelente.

Vantagens

Cheio de funcionalidades, tanto para o técnico quanto para o gerenciamento do uso da ferramenta. Relatórios muito completos para tirar o máximo de proveito.

Desvantagens

Apesar de ser prático, requer um mínimo de treinamento para o pleno uso.

Hossam S.
  • Industry: Varejistas
  • Company size: 10.000+ funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
4
Recursos
5
Praticidade
5
Suporte ao cliente
4

5
Avaliado em 30/08/2021

Hossam's SolarWinds Service Desk Review

My overall experience with SolarWinds is very positive, although we have switched to another system due to budget issues, yet i still prefer it.

Vantagens

SolarWinds Service Desk is easy to use & what i like most about it is its dashboard customization feature, as i can be able to monitor my team's ticket status all day long, without having to look into the tickets of other teams, and being SolarWinds, it gives me the ability to view it in appealing charts, and reporting & notification is well maintained.

Desvantagens

The least i like about it is its cost in relative to other ticketing systems in the market.

Alternativas consideradas

Freshservice

Razões para mudar para o SolarWinds Service Desk

Because we are already using SolarWinds Network monitoring tools, so it makes life easier to use the products of the same vendor in terms of integration & ease of use.
Dillon K.
  • Industry: Serviços meio ambientais
  • Company size: 501-1.000 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
3
Praticidade
5
Suporte ao cliente
5

4
Avaliado em 04/12/2019

Huge Upgrade

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.

Vantagens

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.

Desvantagens

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

Razões para escolher o SolarWinds Service Desk

We needed a friendlier GUI with more User integration.

Razões para mudar para o SolarWinds Service Desk

Cost to features were a big plus. We got everything out of the box with Service Desk that we need currently.
Avaliador Verificado
  • Industry: Armazéns
  • Company size: 1.001-5.000 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
4
Recursos
4
Praticidade
5
Suporte ao cliente
3

3
Avaliado em 10/10/2018

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

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.

Vantagens

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.

Desvantagens

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.

Pooja K.
  • Industry: Serviços e tecnologia da informação
  • Company size: 51-200 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
4
Praticidade
5
Suporte ao cliente
4

5
Avaliado em 14/11/2021

Ideal tool for service desk management

*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.

Vantagens

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.

Desvantagens

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

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