The primary concern so far is the integration part because of the APIs; this is the main area of concern. Currently, the installation of SolarWinds Service Desk is simple, but the integration may be somewhat complex because some of the tools being used may not have direct APIs. For some tools, basic email to alert or email to ticketing options are being used. However, if API integration is available, implementation would be simpler.
The industry standard practices that this product is already certified for show that there will always be room for improvement since it is a service-led product, so we'll keep on giving feedback wherever there is an improvement needed. The only additional features I would like to see in the future, to make it closer to perfection, are intelligent features that are currently being developed on the cloud platform and not on the on-premise model.
L3 Technical Support Engineer at SV Gaming Limited
Real User
Nov 29, 2022
The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier. The add-on allowed us to integrate with Jira Cloud Service, but we couldn't integrate completely and can only integrate with the project. I would also suggest that the incident and request management be separated on SolarWinds Service Desk. The solution's incident and request management feature are one of the core reasons why we had to migrate to Jira Service Management. It was difficult to filter incidents and requests. They are all compiled together in a single dashboard, which is not convenient for most of the users, especially the IT support person.
SolarWinds Service Desk provides IT service management capabilities designed to streamline service delivery and enhance the efficiency of IT operations, catering to a knowledgeable audience looking for effective IT solutions. It offers comprehensive functionality for IT service management. Utilizing automation and advanced analytics, it improves workflow management and incident resolution times. With cloud-based architecture, it ensures easy access and scalability. Features enable effective...
The primary concern so far is the integration part because of the APIs; this is the main area of concern. Currently, the installation of SolarWinds Service Desk is simple, but the integration may be somewhat complex because some of the tools being used may not have direct APIs. For some tools, basic email to alert or email to ticketing options are being used. However, if API integration is available, implementation would be simpler.
The industry standard practices that this product is already certified for show that there will always be room for improvement since it is a service-led product, so we'll keep on giving feedback wherever there is an improvement needed. The only additional features I would like to see in the future, to make it closer to perfection, are intelligent features that are currently being developed on the cloud platform and not on the on-premise model.
The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier. The add-on allowed us to integrate with Jira Cloud Service, but we couldn't integrate completely and can only integrate with the project. I would also suggest that the incident and request management be separated on SolarWinds Service Desk. The solution's incident and request management feature are one of the core reasons why we had to migrate to Jira Service Management. It was difficult to filter incidents and requests. They are all compiled together in a single dashboard, which is not convenient for most of the users, especially the IT support person.