Service desk software has three core constituencies: employees who submit incident tickets, help desk agents who resolve tickets, and upper-level managers who monitor individual and department-wide performance as well as continuous improvement processes. In addition, the total time to resolve submitted tickets must be entered manually as opposed to being tracked automatically, a common feature in other service desk software. It would also be helpful if reports could be exported to Excel. Some users find customized reports cumbersome to generate. SolarWinds Service Desk analytics measures performance at the IT department and agent level.īut weaknesses exist in the reporting features. The incidents dashboard is divided into easy-to-read columns with color-coded information that includes ticket number, current status, subject, type of asset, the agent responsible for the ticket, who submitted the request, and a due date.Īnd with a solid database pedigree, it lets you filter and sort all this data for a more granular view. SolarWinds Service Desk's baseline incident management keeps incoming tickets organized and your help desk agents productive. Most importantly, it can be integrated with other departments beyond IT, such as human resources (HR), and its ITIL alignment means it can be used to manage change across your organization. SolarWinds Service Desk provides the functionality you'd expect from help desk software: a self-service portal for employees to submit help tickets, a user-friendly interface for incident management, and performance analytics for your IT agents.īut its capabilities go far beyond these features. Its client list is impressive: more than 400 companies in the US Fortune 500 such as AT&T and Procter & Gamble, all five branches of the US military, NASA, and institutions of higher education such as Harvard University.
SolarWinds creates other products, including software for networking performance monitoring, database performance, IT security, and DevOps. It is most commonly used by medium-to-large businesses that have at least 50 employees up to 1,000 or more. It aligns with the Information Technology Infrastructure Library (ITIL) framework of best practices and processes to provide continual IT systems improvement. SolarWinds Service Desk is cloud-based software as a service (SaaS) that provides help desk capabilities, including "smart" ticket routing, workflow automations, and asset management.
We'll go over its features and pricing below, so you can determine if it's a good fit for your company. SolarWinds Service Desk, used by over 300,000 companies, government agencies, and educational institutions around the world. One of the most popular options in that arena is Once you outgrew that, you moved on to dedicated help desk software.Īnd in time, you will eventually be ready for a multi-function service desk solution, one that can be integrated with departments beyond IT and provide change management capabilities. Remember when you first set up your information technology (IT) department? You probably handled service requests via email and tracked them on spreadsheets.