I love the asset integration and that it can pull warranty info ... that's huge. I liked the cost of it great bang for the buck.

Great product, easy to use for the tech and the client.

Sometimes the agent will report software that no longer exists on the device. This can cause some inaccuracies.

No option to automatically change a ticket’s status when an agent responds. Complicated groups and permissions.

Amazing Tool Kit for Management & Monitoring of Service Desk.

The integration between service and asset management is seamless and easy. The pricing is very reasonable for the benefit that we receive.

I haven't really found anything I dislike. Our previous solution was that bad.

I really appreciate the ability to organize columns in my ticket queue according to my preferences.

The program expedites the process, makes it smooth and efficient. Really great value for the money.

I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts.

I like how easy it was to setup the workflow needed for the service desk to function. I did not have too many issues with creating tickets.

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 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.

We are very new to the product but I truly love the integration with the Orion Platform. It also has a great UI and so far it has been very fast to respond.

Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.

Very happy and know i made the best decision purchasing this tool for our organization.

It has a clean, easy to use, and intuitive interface. We have only scratched the surface of what it can do.

The API provided is very intuitive and has allowed us to interface in to other system we use. I would be happy to recommend Sam for the ease of use and functionary of the system.

Easy to use service desk, with many great features.

There are no way to properly federate departments with the current state.

Easy to use, great to create/track/monitor support tickets.

Their customer support is top tier and their change management workflow is one of the best I've seen.

There hasn’t been anything for us to dislike about the product.

This makes ticket flow a little difficult to work with.

The other features were an added bonus and saved us money. We also switched to their helpdesk solution as well.

System Area Manager very user-friendly. Remote Support is also easy to use - just wish we had the option to see users' second or third screen.

We have a great handle on our assets. Overall a great product for the money.

I like how it can do almost anything we can think of. It helps us not have to use so much manpower for projects and implementation.

They still keep in touch and ask if there is anything they can do to help. Their help desk is a little difficult to set up but after that it is easy and informative.

The user interface is a little confusing in some areas. Syncing can be slow at times to the point where I am wondering if it is actually performing a task or is just hung up.

The support has been outstanding and I am looking forward to learning more about syam and using it to its full potential.

For example, we were looking to at an insurance module for our student Chromebook program and that functionality is now built into the system. Customer support is absolutely top notch.

Excellent Asset Management, Patch Management, Remote Managment and Power Management Solution.

New features that we haven't asked for but are quite helpful are constantly being added to the platform.

Sometimes the locking down of the missing iPads didn’t seem to work. I may have been doing something wrong though.

We are still exploring this, but have found it to be very helpful already. Our technicians are just starting to use this feature but their feedback has been positive.

We also have some specific circumstances in our district and the developers of the product have been excellent at providing customized solutions in a timely fashion.

We have tried many helpdesk/MDM/inventory systems and this one is very intuitive to learn. The customization level is decent and the support from the company staff has been amazing.

The MDM has been the best solution for our District. We have purchased and trialed many different products and have found Syam the best for managing our iPads, Apps and Apple TV's.

Cannot close multiple helpdesk tickets at a time. Response time even in a heavily resourced environment is poor.

There are so many steps to configuring the devices and some of the steps are confusing and complex for the average user.

US Dollar

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.



LongDescription

Support Ticket Management

Real Time Analytics

Surveys & Feedback

Customizable Reports

Document Storage

Access Controls/Permissions

Activity Tracking

Customer Segmentation

IT Asset Management

Customer Service Analytics

Workflow Configuration

Contract/License Management

License Management

Active Directory Integration

Change Management

Single Sign On

Project Management

Rules-Based Workflow

Procurement Management

Knowledge Management

Categorization/Grouping

Scheduled/Automated Reports

Customizable Fields

Collaboration Tools

Automated Routing

Assignment Management

Call Center Management

Data Import/Export

Problem Management

Email Templates

Self Service Portal

Help Desk Management

Mobile Access

Cost Tracking

Dashboard Creation

Service Reporting

CMDB

Device Auto Discovery

Compliance Management

Real Time Data

Performance Metrics

Service Catalog

Issue Scheduling

Maintenance Management

Multi-Channel Communication

Configuration Management

Role-Based Permissions

Client Portal

Real-Time Notifications

Workflow Management

Email Management

Ticket Management

Event Triggered Actions

Recurring Issues

Asset Tracking

Activity Dashboard

Alerts/Notifications

Knowledge Base Management

Network Monitoring

Real-Time Chat

Service Level Agreement (SLA) Management

Customizable Templates

Dashboard

Multi-Language

Audit Management

Alerts/Escalation

Real Time Reporting

Customizable Branding

Asset Lifecycle Management

Compliance Tracking

Reporting/Analytics

Contact Database

Widgets

Monitoring

Prioritization

Relationship Mapping

Remote Access/Control

Supplier Management

Customizable Forms

Requisition Management

Incident Management

Drag & Drop

Auto-Responders

Tagging

Issue Auditing

Online Forums

Maintenance Scheduling

Task Management

Release Management

Live Chat

Inventory Management

Data Mapping

Full Text Search

Customer Support

Windows 7

Windows Vista

Windows XP

Mac OS

Linux

Web browser (OS agnostic)

Windows 2000

Windows 8

Team - $19
Business - $39
Professional - $69
Enterprise - $89

Pricing is per month, per agent. Contact SolarWinds to request a price quote.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

SolarWinds Service Desk

In Person

Live Online

Webinars

Documentation

Videos

SyAM is an IT management solution designed to help businesses manage IT assets, monitor network performance and resolve issues through ticket management. Professionals can use the Power Audit dashboard to generate executive reports and monitor the real-time status of server rooms, including temperatures and power consumption/utilization levels.


SyAM allows organizations to maintain a record of available assets, receive alerts about identified issues and automate patch management processes. IT professionals can backup critical data and remotely access end users' systems to assist and close submitted tickets. Additionally, it lets users generate administrative reports to analyze various performance metrics related to power savings, asset service history, application utilization and more.


Pricing is available on request and support is extended via phone, email and other online measures.


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