We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"This solution is easy to use."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The solution is quite easy to integrate with other Microsoft products."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"Many more features than other comparable products."
"The most requested feature from our customers is the helpdesk ticketing system."
"The most valuable feature of this solution is the assets management module."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"Mobile application integration would be an improvement."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"Resources for understanding compliance and relative compliance need to be made available."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"They need more integration with open-source products."
"The user interface needs to be improved."
"This solution needs to have mobile application support added."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"Licensing can be complex and confusing."
"The price should be lower."
"They charge by the technician. It costs $117 per technician per year."
SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:
SCSM is ranked 6th in Help Desk Software with 11 reviews while SolarWinds Web Help Desk is ranked 28th in Help Desk Software with 2 reviews. SCSM is rated 6.6, while SolarWinds Web Help Desk is rated 6.6. The top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". SCSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BeyondTrust Remote Support and Freshservice, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, ServiceNow, Zendesk Guide and Spiceworks. See our SCSM vs. SolarWinds Web Help Desk report.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.