4 out of 5.0, Reviewed Aug 15, 2016
The SolarWinds Web Help Desk is a great product. The ability to customize the User Interface and create rules to auto-assign tickets is a functionality that works well for my company. My only concern so far is in reporting. It does not have the reporting capabilities that I would like. The reports exist and I can create my own, however, I can not create a default sort order. So when two people run the same report, they are sorted differently and it is not easy to get the report to come out the same for everyone.
Use this product. It works well.
Ease of use.
Reporting capabilities need dramatic improvement.
They are a very supportive vendor.
Identify a resource for creating reports.
I've only called customer support a couple of times. They are not as knowledgeable or available as I would like. But we worked through it.
4 out of 5.0, Reviewed Jun 16, 2016
Advanced features that make this product stand out require a significant amount of application training and trial and error configuration. Customer support has always responded within 3 hours. Customer support forum is a great resource.
Follow advice in the user forums for initial setup (i.e., use a separate server with a dedicated SQL server).
HTML map displays.
The Network Atlas tool used to create HTML pages has not seen a product development update in years.
Reduce complexity for setting up new feature/product integrations.
Use top end of the recommended hardware requirements rather than the minimum.
The recent integration with F5 hardware has significantly increased my ability to monitor load balanced applications.
Support has always responded to my tickets within 3-hours.
An enterprise deployment requires a significant amount of time to deploy. I imagine that SolarWinds is average for its class.
4 out of 5.0, Reviewed May 11, 2016
Work with a consultant to develop the basic implementation philosophy.
They keep improving it faster than our adoption rate. They are staying ahead of our needs.
Slow to address basic requests and to add small enhancements.
Provide online start-up training and advice.
Would have bought it years before we did.
5 out of 5.0, Reviewed May 10, 2016
It's a great product.
get extensively trained.
ease of use and functionality overall
No aggressive marketing.
4 out of 5.0, Reviewed May 10, 2016
We received extended support from our vendor. It was helpful as we were struggling with what type and number of monitors we had to use.
SolarWinds is a very powerful tool and often underestimated. Take the time to dive in it and the benefits will be tremendous for your IT organization.
Its integration capabilities with various technologies.
Interface could be a bit more polished.
Do it earlier!
4 out of 5.0, Reviewed Dec 9, 2015
Very responsive to questions and issues.
Create a cross functional group to share ideas and make sure all products are coterminous. We started out segmented and found that it was a struggle to consolidate.
It gives a high level view of how the overall environment is functioning and drill down capabilities to address problems quickly.
To many separate components. Would be nice to bundle more products together, which can be both a positive or negative depending on what you're looking for.
Offer onsite training.
Start with an overall vision from EOC down rather than area specific.
4 out of 5.0, Reviewed Dec 8, 2015
Very satisfied with product.
Spend time to size the installation for your performance expectations.
low overall cost, fairly simple management.
Automation/configuration management could be better.
Plan for configuration management better; lots of time spent tweaking templates and processes for pushing configurations.
5 out of 5.0, Reviewed Dec 7, 2015
We were looking for a product that would be able to monitor our NAS and SAN equipment in one simple to use interface. This product provides what we need and gives us the reporting features we can use to more efficiently utilize our storage.
Take a good look at the reporting features of this product. This can give you valuable insight into what your storage arrays are currently doing.
Ease of use.
The earlier versions of the product experienced problems with the agents crashing. This required some time to troubleshoot and resolve before the product became useful.
They need to start monitoring the storage gateway appliances that are coming out on the market (ex. StorSimple).
Would have researched more closely how to partition up storage for overall better I/O.
Needs to add some of the storage gateways on the market but besides that, we are very happy.
Quick response to tickets raised.
5 out of 5.0, Reviewed Nov 9, 2015
Great ease of deployment and the scalability of the solution.
Make sure that you have the right structure in place to manage the information flow.
Alerting system, dashboard, monitoring features. Easy and quick to implement.
I wish the vendor had a pre-loaded template for EMEA compliance and not just HIPAA.
I would definately recommend to look at the overall solution and not focus only on the monitoring piece.
4 out of 5.0, Reviewed Oct 8, 2015
Overall provided the solution that we needed for our network environment, but could have been better if scaling was easier.
Measure twice, cut once.
Reliable and easy to use.
Scaling is complex and expensive.
Provide better device support.
Initially implement with hardware made to scale and built a global architecture, utilizing all of the product capabilities.