Reasonable pricing and simple installation, but support is neither knowledgeable nor responsive
Pros and Cons
"It is easy to use."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
What is our primary use case?
I am a consultant, and we are implementors.
SolarWinds Web Help Desk is used mostly for monitoring purposes.
What is most valuable?
They use Power BI for the reporting.
It is easy to use.
What needs improvement?
They can build on providing product knowledge to the sales teams. They are not familiar with all of the product capabilities, or the comparison between similar products.
I don't feel that we receive an adequate amount of help or cooperation from technical support.
We would like to see automation included in the next release. We would like to eliminate the L1 and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning).
As an example, consider that we are monitoring a storage system, particular server storage, that is going to breach its threshold very soon. Based on the learning of the day-to-day running, or day-to-day transactions, it should be able to understand that there is a number of GBs occupying spaces every day and a number of GBs left over, and within another 10 days or 15 days, it will breach the threshold.
I should be notified on whether there is a place for me in the storage and some other LUN where I can provide the storage for it. Otherwise, I have to order another storage system.
This is the kind of automation we are looking at.
What do I think about the stability of the solution?
SolarWinds is a stable solution.
How are customer service and support?
I found that the technical support from SolarWinds was not really very good. Technical support is a bit difficult.
The technical support of ServiceNow and ManageEngine is good and they were professional.
The sales team does not have a feature-by-feature comparison with other products or their competitors.
We had an issue where the alerts were not being diverted through the email. We had a difficult time trying to resolve this issue. We raised a ticket and after almost two weeks, we found a solution for the issue. SolarWinds did not assist us in this issue.
This left a black mark or a gray area with the technical support. The technical team is not competent, or available, and they do not know the product. It was frustrating and surprising for us. We were under the impression that the technical team would be trained, experienced, and have knowledge of the product.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I have also worked with ManageEngine, as well as Nagios. We primarily use Nagios for monitoring, whereas ManageEngine is used as a ServiceDesk tool, and ServiceNow is used for both a monitoring tool as well as a ServiceDesk tool.
ServiceNow has a large number of features that make it difficult to install and use.
How was the initial setup?
We have completed several migrations, including those from Remedy to ServiceNow, ServiceNow to ManageEngine, and Micro Focus to Manage Engine.
The initial setup of ServiceNow is complex. You can't just install it and start using it. You need some training.
SolarWinds and Manage Engine are pretty straightforward.
A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine.
What's my experience with pricing, setup cost, and licensing?
When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable.
The licensing fees are fine.
Which other solutions did I evaluate?
We were requested to compare SolarWinds, ManageEngine, and ServiceNow to see which one we should recommend to them.
We are evaluating license, cost, simplicity of use, and whether the software is implemented in the cloud or on-premises.
The three are similar. There are no differences other than reporting.
What other advice do I have?
I have worked with and configured SolarWinds, but I am not yet acquainted with all of its features. I haven't looked into all of them.
Overall, I would rate SolarWinds Web Help Desk a six out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.