Overview
What is SolarWinds Service Desk?
SolarWinds Service Desk (formerly Samanage) is a cloud-based, multi-tenant IT service desk and asset management software for IT and enterprise service management. Samanage is on a single, always new instance of software. The service desk includes a self-service portal, service…
TrustRadius Insights
SSD is Simple and Easy to use
Very good product. All in one solution for helpdesk.
SolarWinds is a homerun!
SolarWinds: a good choice for municipal IT teams
SolarWinds Service Desk - Making Service Management Easier!!
Good ticketing, limited automations and integrations
Good For Ticketing and Changes. Integrates With Others
Great ITSM and ITAM Tool!
Solarwinds service desk making things easy.
Solarwinds Service Desk Review
A Service that Really Helps Service Your Support!
Fundamental product for managing technical issues
Complete Service Desk for great support services of all parts of the organization!
Solarwinds works for us!
Awards
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Popular Features
- Organize and prioritize service tickets (95)9.393%
- Self-service tools (85)8.080%
- Asset management dashboard (80)6.969%
- ITSM reports and dashboards (86)6.464%
Reviewer Pros & Cons
Pricing
What is SolarWinds Service Desk?
SolarWinds Service Desk (formerly Samanage) is a cloud-based, multi-tenant IT service desk and asset management software for IT and enterprise service management. Samanage is on a single, always new instance of software. The service desk includes a self-service portal, service catalog, knowledge…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 9.3Organize and prioritize service tickets(95) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.9Expert directory(56) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.3Service restoration(57) Ratings
Impact assessment and automated fixes for common problems
- 8Self-service tools(85) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 8.9Subscription-based notifications(67) Ratings
Users subscribe to notifications for ticket updates
- 8.1ITSM collaboration and documentation(76) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 6.4ITSM reports and dashboards(86) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 6.9Configuration mangement(73) Ratings
Database for tracking and reporting all business assets
- 6.9Asset management dashboard(80) Ratings
Dashboard showing organization's software portfolio
- 6.9Policy and contract enforcement(63) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 8.6Change requests repository(63) Ratings
Single repository of all planned changes and releases
- 7.7Change calendar(43) Ratings
Calendar showing change schedule to stakeholders
- 7.8Service-level management(71) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is SolarWinds Service Desk?
SolarWinds Service Desk Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Service restoration
- Supported: Self-service tools
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: ITSM reports and dashboards
ITSM asset management Features
- Supported: Configuration mangement
- Supported: Asset management dashboard
- Supported: Policy and contract enforcement
Change management Features
- Supported: Change requests repository
- Supported: Change calendar
- Supported: Service-level management
Additional Features
- Supported: Self-Service Portal
- Supported: Software and Hardware Inventory Tracking
- Supported: Robust and Flexible Reporting
- Supported: Knowledge Base
- Supported: Contract and License Tracking
- Supported: Integration with Over 200 Applications
- Supported: Code-Free Customization
- Supported: SLA Management
SolarWinds Service Desk Screenshots
SolarWinds Service Desk Video
SolarWinds Service Desk Integrations
- Zendesk Suite
- OneLogin by One Identity
- Zapier
- Google Apps
- Salesforce
SolarWinds Service Desk Competitors
SolarWinds Service Desk Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Supported Countries | All |
Supported Languages | Support for 40+ Languages |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(161)Community Insights
- Business Problems Solved
- Recommendations
SolarWinds Service Desk (formerly known as Samanage) is a versatile software solution that caters to a wide range of use cases across different industries and departments. Users have found the platform to be extremely valuable and user-friendly, enabling them to streamline processes and improve overall efficiency.
One of the primary uses of SolarWinds Service Desk is in IT incident management, where it provides service level agreements (SLAs) and measures customer satisfaction. It helps IT teams effectively manage and resolve tickets by centralizing ticket submission, documenting tasks, and providing real-time support. Additionally, it offers comprehensive automation capabilities for accurate tracking and management of requests.
The software is also commonly used for asset management, allowing organizations to track and manage their computer inventory and device assignment. This feature proves beneficial for various departments such as Customer Support, HR, Sales, and Facilities Management to efficiently handle inquiries, track warranties, contracts, licenses, and assets. Moreover, SolarWinds Service Desk enables users to create self-service forms and checklists for streamlined onboarding processes and makes job ticketing more efficient for media management teams.
Another notable use case of SolarWinds Service Desk is its utilization as a help desk platform company-wide. It allows employees to log tickets easily, browse knowledge base articles for IT assistance, and monitor their resolution. By cataloging and prioritizing IT requests, it assists in maintaining standardized processes while also providing transparency and records for incidents, changes, and inventories.
Overall, SolarWinds Service Desk has proven its versatility by being utilized for incident management, asset tracking, knowledge base portal access, vendor management, contract management, helpdesk operations, change management, service cataloging, and more across various industries and departments. It aids in improving efficiency and effectiveness in tackling everyday problems while minimizing interruptions and optimizing workloads.
Users commonly recommend Solar Winds for several reasons. Firstly, they suggest giving Solar Winds a try as it integrates into other applications and offers a good product at a lower cost. It is particularly recommended for small teams or teams without much IT expertise.
Secondly, users find Solar Winds to be an effective ticketing system that provides an organized and efficient way to communicate and address issues with clients. This makes it a great choice for companies in need of a reliable customer support solution.
Lastly, users suggest Solar Winds for its ability to fully manage a support shop, help IT teams streamline their tasks, and create custom catalogues and workflows. They also appreciate that it provides the necessary features to implement a small CMMS system without high implementation costs.
Overall, users believe that Solar Winds is an all-in-one customizable, hosted solution that offers integration capabilities, an efficient ticketing system, and the tools needed to manage IT tasks effectively.
Attribute Ratings
- 6.5Likelihood to Renew8 ratings
- 8.7Availability7 ratings
- 8.9Performance4 ratings
- 8.9Usability7 ratings
- 8Support Rating92 ratings
- 8.2Online Training2 ratings
- 9.1In-Person Training1 rating
- 8.9Implementation Rating3 ratings
- 7.3Configurability1 rating
- 8.9Product Scalability4 ratings
- 4.5Ease of integration1 rating
- 7.7Vendor pre-sale2 ratings
- 8.2Vendor post-sale2 ratings
Reviews
(1-25 of 118)Solarwinds Service Desk Review
- Easily allows multiple technicians to manage and track helpdesk tickets.
- The ability to customize the system is very nice.
- A very good end-user portal for tracking their tickets and self-help
- Incident automation is limited compared to other systems.
SSD is Simple and Easy to use
- It keeps track of client correspondence.
- It keeps track of time spent completing a tasks.
- It allows the creation of a list of tasks needed for a project.
- It is good for assigning tickets to employees.
- The reporting functionality can be better for creating invoices. It would be great to make a monthly invoice at the click of a button. Creating invoices in this system can be time-consuming.
- When customers create tickets, sometimes the tickets are missing information which can cause inaccurate reporting.
- When you create a filtered view and then read or edit a ticket from the filtered results, there is no way to get back to the filtered list of results. You have to build the search/filtered list all over again.
Very good product. All in one solution for helpdesk.
- Helpdesk management
- Agentless inventory
- It could be more customizable. Need to be able to custom name fields and sections.
- Could be better integrated with hardware with embedded serial numbers.
- Email receipt is occasionally laggy.
SolarWinds is a homerun!
- Reporting
- Service Catalog
- Integration (SSO, Zapier, etc.)
- Increasing Procurement Capabilities
SolarWinds: a good choice for municipal IT teams
- Ease of use and configuration
- Automated computer inventory
- Excellent support to help with customization of the product to meet each customer's needs
- Scalable in terms of some very helpful automation features
- Printer inventory via Discovery Agent and Discovery Scanner
- IT Ticketing System
- Tickets Raising and getting the resolution accordingly.
- Incident Management
- Asset Management Dashboard can be improved.
- Workflow is little complex.
- N/A
Good ticketing, limited automations and integrations
- Organizing workloads
- Supervisor approvals
- Asset inventories
- Integrations with other vendors
- Integration with other SolarWinds products
- Automations require licensed account
Good For Ticketing and Changes. Integrates With Others
- Good for multiple teams.
- Integrates with our SSO (Okta), and that is something we always look for in a SaaS provider.
- Tracking Incidents, Changes, and Problems
- Seems like it's good for smaller companies. We haven't really stress-tested it with several thousands of tickets and requests. I'd like to see it in a large enterprise. Where it's SaaS-based, it might support that scale.
- Not as intuitive as I'd like, but a little bit of training can get most people up to speed. Forms would help this with less-frequent users.
Great ITSM and ITAM Tool!
- Ease of use.
- Filtering of incidents.
- Modern UI.
- ITIL standardization for tickets. (Incident vs Request)
- Granular settings.
- More customization on Automations.
Solarwinds service desk making things easy.
- Inputs screen shots very well.
- Allows us to add out external partners with out giving domain access.
- You are able to customize the web info with your logon and any info you want. Looks nice.
- You can setup to have users and assets correlated together.
- Improvement in the Help Desk Dashboard for the end-user. Looking for old tickets is kind of a pain for our end users.
- Pop out widgets would be nice.
Solarwinds Service Desk Review
- Love that it is cloud-based, so even when I am not in the office I am still able to log in and assist and or see what is happening.
- It allows the techs and staff to communicate within the portal and provides the techs the options to do "private" messages that the other techs can see but not the end-user.
- Makes configuring the layout simple and allows us to "brand" it the way we want and not just another cookie-cutter version.
- I would love to see the ability to change and move sections around on the forms to help prevent wasted space and lengthy scrolls.
- I would also like to see an addition to the inventory section to include depreciation values and have itself calculate based on purchase criteria.
- For the checkbox option, it would be nice to be able to control how many checkboxes are per section and have other things triggered if the checkbox is checked.
If you are needing to do depreciation on your inventory, then the inventory portion will not work for you.
A Service that Really Helps Service Your Support!
- Incident Management
- Solution Catalog Offerings
- Vendors
- Contracts
- Asset Management
- Portal Usage
- Email-to-Tickets processing
- Notifications
- Solarwinds Orion Integration
- Dameware Remote Everywhere Integrations
- Microsoft System Center Configuration Manager integration
- Problem Management
- SLA Management/Notifications
- Custom Report Building
- Slack Integration
- I am in a position of controlling numerous desktops through one system and I provide knowledge-based services to my employees.
- Through this tool, I can easily log into my employees' desktops and elaborate step by step how to resolve any particular issue. Thus I have taught them to be self-sufficient.
- It has empowered me to handle the configuration more precisely.
- The only con that I found is that it is quite costly, due to which small organizations cannot afford it.
- It failed to support hardware inventory.
- It does not help in handling the aggregate links appropriately.
- Great Automate IT asset management.
- Secure Cloud Based Platform.
- Automate risk detection.
- Rich help desk knowledge base help desk.
- Service Desk Live Chat.
- When another technician or IT service desk agent is viewing the same ticket, that ticket must be locked or inform other agents.
- They can work more on UI for better experience.
- Search function must be developed.
Solarwinds works for us!
- Notifications and integrations: communicates notices well.
- Automations: several ways of setting up automations.
- New ticket notification: refreshes up-to-date tickets which is a newer feature.
- I'd like to see more notification options in change management.
- Solarwinds could improve on reporting features and ease of use.
Solarwinds Service Desk--a game changer for our University!
- Transparency--giving our customers the power to communicate and receive updates is essential and this tool does an excellent job of that.
- Self Service--a full-functioning service catalog and knowledge base is the key to any successful service desk!
- Intuitive yet simplistic design--this tool is very easy to navigate while also being packed full of features.
- Chat support--this is actually just beginning to roll out, but development is still needed. This has the potential to be a major means of communication once fully functional.
- Certification--these are huge in our industry. It would be nice for SolarWinds to create a web-based training that took new technicians through the platform and focused on using the tool and best practices. A nice little certification at the end means a lot to entry-level technicians.
Samanage -- A semi flexible easy to learn service desk tool.
- Flexible creation of self-service forms.
- Simple user management.
- Nice user community.
- The dependent drop down in the self-service forms could be made more flexible. It's only possible to do one dependent drop down.
- The multi-department choice isn't available when creating self-service forms. That would be a nice addition.
- No proper inventory list on user basis functionality.
Solarwinds Service Desk Review
- Asset management
- Ticket management
- Lack of public-facing site for general solutions or tips
- Doesn't auto-assign trouble ticket to individual well
Some of the problems Samanage is helping with are: provide a service level to the internal clients, manage the computer inventory and the assignment of such devices, measure the satisfaction the people have about the IT area. We are also implementing a service catalog to map different process within the IT area.
- Service Level Agreements. They are flexible and sturdy enough to manage the service level that we need. It's true there are other applications out there that have a stronger SLA configuration model, but this has everything we need.
- Customer Satisfaction. With a simple question we can know how well we are doing as a whole. I know they have planned to move forward with features related to NPS score which is something that will add more value from this point of view.
- The Asset Management. I think this is one of the best features the system has. Through its agent you are able to see and monitor software, hardware and peripherals connected to the computer. It also creates risks from warranty and software from which you can create incidents.
- The contract management. This is a very simple way to track the contracts you have with different providers, helps you centralize the data related to this and keep it in front of view from the system dashboard if you want to.
- API integration. For us, this was one of the pilars for selecting an ITSM tool. The API that Samanage provides is pretty straightforward, it has a lot of room to improve but that's not something I'm too worried about, because of the next item.
- Customer Service. They have one of the best customer support and service I've experienced. They have prompt answers from the simplest request to the more complex issues.
- As I said before, I think that the API still has room for improvement. An example of this is when you need to create an incident and you need to specify a subcategory, which (AFAIK) is not part of the Incident table but part of a related table. Looking for the record showed to be cumbersome. Luckily, I could change the way I worked with the Incidents (instead of using a sub-category for the incident serverities I started to use the priority) and everything became simpler.
- The licensing model. You have one license: ITSM and if you need to involve people from other areas you have to pay as they are IT. I must say too, that they took this matter very seriously and provided us with several alternatives that helps me keep implementing and working with the system, and I know that they have the topic on the upper management table. I'm not worried simply because they have shown me to be able to resolve any issues with a win-win approach and this won't be different.
For me, the key questions were related to how they managed the SLAs, if they have an API to use for integration (and if it has a limit of requests).
Solarwinds Service Desk has been a great solution for my IT team!
- Easy, multiple means of creating tickets
- Support is responsive when needed
- Collects information from the monitoring tool
- Fast to resolve any technical issues with the site
- Reports - not very "easy" find it hard to report on items I have created
- Reports - easier use could use more intuitive UI
- Reports - fill it is missing what should be standard reports for users, etc.
Using an IT Service Desk solution for a Video Services Team
- Easily assign jobs
- Track work requested by employee/department
- Track work completed by our team members
- Needs better integration with email tools like Microsoft Outlook for requesters who still use as a means for creating a ticket
- Needs better notification preferences
- Needs a dynamic refresh of tickets page
I think it's best suited for organizing and tracking a high volume of requests, and may not work quite as well for those looking to track projects over a longer period of time.
Samanage is one of the best HelpDesk Tools I've ever used!
- The Workflow engine is great and they are in the process of making it even better.
- The Asset management portion functions smoothly and the utility was easy to push out via GPO.
- The setup of the product is what sells it. Very easy to set up every function, very intuitive and not a taxing process as some can be. Lastly, you can integrate with an SSO company called OneLogin. A very simple, free process with them and you are integrated with ADUC!
- We haven't worked much yet with the built in API code or Zapier. So not sure if we will run into any headaches connecting it to our current "helpdesk".
A Must Get: Solarwinds Service Desk
- Customer Support is one of the best I have seen, friendly educated and always willing to help you fix your issue.
- Customization. This is another very important quality Solar Winds has. From customizing reports, change control templates, user interface, inventory and many more areas.
- Reliability: SolarWinds has strong performance and we rarely have outages.
- Price: All-in-one package.
- Be able to produce barcodes with custom info regarding inventory.
SolarWinds Service Desk is the ticketing software you NEED!
- Built-in email replies.
- End-user feedback.
- Chat feature.
- Programing the "Service Request" process commands: if, and's, or.
- Being able to edit the "Forms" layout including Home Screen of SSD.
- Last view issues or editing the view you're in when you're an admin.
If someone can make a request for something then SSD can be used. You'll be able to track the interaction from start to finish.
Great Service Desk option for IT Management
- Custom Categories
- Time worked on each issue
- Comments and information fields so we can keep track of work done
- Would like previously used tags to appear as options when tagging new tickets
- Would like to be able to add multiple assignees to a ticket