Overview: SolarWinds Service Desk and Issuetrak as Help Desk Category solutions.

SolarWinds Service Desk excels in comprehensive helpdesk and workflow management with strong support for large enterprises, combining robust security features and extensive integrations, making it ideal for sectors like education and IT. In contrast, Issuetrak focuses on essential helpdesk capabilities and smaller-scale integration needs, appealing to mid-market and large enterprises seeking fundamental compliance and customizable reporting within the IT services and software industries.

SolarWinds Service Desk: Solarwinds Service Desk is an ITSM solution designed to effectively manage employee services. A free trial is available for users.

Issuetrak: Issuetrak provides an easy and affordable ticketing system for help desks and workflow management. It supports customer service, complaint resolution, and more.

SolarWinds Service Desk and Issuetrak: Best Use cases based on the customer satisfaction data

SolarWinds Service Desk

Key Capabilities Supported

SolarWinds Service Desk supports extensive helpdesk and workflow management. It offers knowledge management and advanced sales document management, meeting the demands of large-scale operations. read more →

Issuetrak provides core helpdesk and workflow management capabilities with a focus on communication and contract management, catering to businesses needing reliable documentation. read more →

Business Goals

SolarWinds Service Desk helps users enhance customer relationships and visibility while improving ROI. It addresses strategic priorities such as managing risk and scaling best practices. read more →

Issuetrak aids in enhancing customer relationships and acquiring customers. It supports businesses looking to scale best practices efficiently. read more →

Core Features

SolarWinds Service Desk features comprehensive custom reporting, ease of data migration, and robust integration options, fitting complex IT environments and compliance requirements. read more →

Issuetrak offers essential compliance and integration support, focusing on ease of migration and custom reporting for practical business applications. read more →

Vendor Support

SolarWinds Service Desk provides robust 24/7 support with diverse channels like phone, chat, and email, suiting enterprises that demand continuous assistance. read more →

Issuetrak offers 24/7 support with phone and email options, meeting the needs of companies requiring constant support but in simpler environments. read more →

Segments and Industries

SolarWinds Service Desk serves large and mid-sized enterprises, predominantly in education, IT services, and software industries. read more →

Issuetrak appeals to mid-market and large enterprises, with significant adoption in IT services and education sectors. read more →

Operational Alignment

SolarWinds Service Desk fits seamlessly into enterprise workflows that require intricate helpdesk solutions and advanced data management. read more →

Issuetrak is designed for companies looking for straightforward helpdesk integration, aligning with operations needing basic but effective management tools. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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high

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Integration Risk

medium

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low

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Migration Risk

low

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low

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IT and Other Capabilities

Low
Medium
High

Ease of migration

Read peer / expert warnings.

Data

Data Export

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Data Import

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Support

Phone Support

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Chat Support

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Email Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for SolarWinds Service Desk and Issuetrak

What makes SolarWinds Service Desk and Issuetrak ideal for Helpdesk Management?

Both Solarwinds Service Desk and Issuetrak offer help desk management features. Solarwinds Service Desk provides robust features, including asset management and reporting capabilities, while Issuetrak focuses on customer support and includes knowledge management and field service tools. Solarwinds Service Desk is intuitive for users and agents, while Issuetrak offers customizable rules and processes. However, both systems require some configuration and may necessitate custom reporting.

"...I am now able to combine my inventory database, procurement records and help desk all into one package...." Peer review by Allan E, IT Support Specialist / VoIP Manager

"...I found it difficult to maneuver through the tool compared to other help desk software tools...." Peer review by Randy S.

What makes SolarWinds Service Desk and Issuetrak ideal for Workflow Management?

Solarwinds Service Desk and Issuetrak both focus on workflow management, enabling users to automate tasks and processes. Solarwinds Service Desk emphasizes customizability, offering various forms and workflows, while Issuetrak focuses on simplified workflow management, providing users with easy-to-use task lists and repeatable procedures. However, both tools have limitations. Solarwinds Service Desk lacks comprehensive workflow options in the Service Catalog, and Issuetrak's workflow functionality is limited in its ability to handle complex branching or logical decisions.

"...HR loves the automated workflow for onboarding and offboarding of employees, promotions, transfers, name changes and other HR functions save them time and trees...." Peer review by Eric Broz, System Administrator, Turning Technologies

"...Tracking everything is giving us real time measureable information, allowing the workflow to move on Tracking everything is giving us real time measureable information, allowing the workflow to move on..." Peer review by mike williams, Construction

How does SolarWinds Service Desk and Issuetrak facilitate Knowledge Management?

Solarwinds Service Desk and Issuetrak both provide knowledge management features. Solarwinds Service Desk makes it easy to build and use a knowledge base, while Issuetrak offers a more comprehensive solution with knowledge base and field service tools. Both tools allow users to search and access knowledge base articles, however, Solarwinds Service Desk users have reported that the search engine could be improved. A limitation of both tools is that users cannot directly access knowledge base articles within the incident creation interface.

"...Easily Customizable and the ability to build your own knowledge base articles...." Peer review by Rusty c, Application Developer/Analyst

"...Our organization uses IssueTrak for Helpdesk/IT issues to provide top-notch customer service, including the use of the Asset Management and Surveys modules and the Dashboard, Knowledge Base, and Projects features quite extensively...." Peer review by Scott E., Computer Support Specialist 2, Education