Wolken Service Desk

What do you like best?

Wolken Service Desk is a complex tool that gives a company the ability to manage the requests for IT from the employee, as well as incidents, configuration changes, service level agreements. For each kind of ticket you can have custom flows, different team for assignees and different SLA.

Personally I find it very convenient to interact with the tool via email for communicating with the IT engineer assigned to fix the problem.

What do you dislike?

The biggest pain with Wolken Service Desk is its User Interface to manage helpdesk tickets by an IT engineer but also for users. It is ugly, hard to use, not intuitive as well. Anyone that needs to use this tool will need training. That is a big negative in these days when software making companies are trying to deliver outstanding user experience and usability in the UI when selling software.

Recommendations to others considering the product:

Wolken Service Desk gets the job done. It gives you the ability to manage all kinds of IT requests in an extremely customizable system and also to manage the Service Level Agreements that you may have with your IT services provider(if externalized).

Our users are using this tool 99% via email, meaning creating and adding comments just by sending email which proved to be very convenient.

What problems are you solving with the product? What benefits have you realized?

We are using Wolken Service Desk in the whole company for IT helpdesk tickets management including service requests, change requests, configuration management, SLA management. Having externalized the IT service, having a tool that covers all these and allows us to manage SLA, becomes very useful.