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
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
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
(1-3 of 3)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.
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 100%10.0
- Service restoration
- 100%10.0
- Self-service tools
- 100%10.0
- Subscription-based notifications
- 100%10.0
- ITSM collaboration and documentation
- 100%10.0
- ITSM reports and dashboards
- 100%10.0
- Configuration mangement
- 100%10.0
- Asset management dashboard
- 100%10.0
- Policy and contract enforcement
- 100%10.0
- Change requests repository
- 100%10.0
- Change calendar
- 100%10.0
- Service-level management
- 100%10.0
- We have saved time and money having all the tools together in 1 program.
- Easier to keep track of inventory.
- The user knowledge base saves Help Desk Time by proving user's solutions to fix issues.
- Product Features
- Product Usability
- Help Desk Tickets
- Inventory Control
- User management
- Change Control
- Purchase orders
- Maintenance
- HR department
- Sales
- inventory scanning
- Implemented in-house
- in-person training
- Entering tickets
- Entering Purchase orders
- Entering users
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
- Organize and prioritize service tickets
- 50%5.0
- Expert directory
- 50%5.0
- Service restoration
- 50%5.0
- Self-service tools
- N/AN/A
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- 80%8.0
- ITSM reports and dashboards
- 60%6.0
- Configuration mangement
- 100%10.0
- Asset management dashboard
- 100%10.0
- Policy and contract enforcement
- N/AN/A
- Change requests repository
- N/AN/A
- Change calendar
- N/AN/A
- Service-level management
- 60%6.0
- This tool has greatly enhanced our productivity and tracking of user issues
- Inventory Control and Management
- Project Management
- Service Desk tickets
- Project Management - I use this to keep track of ongoing issues and orders such as our annual budget request
- Inventory Management - The service desk lets you tag physical computers with issues they've experienced so you can see trends in issues a particular item has had
- Replacement Schedules - I can set purchase dates and FY refresh dates so I can easily sort all of our inventory to see what is the newest and oldest so I can find out which computers are due to be renewed
- One of the things we have not yet utilized is tracking of overall software usage across the organization, It would be useful to see for instance, how many installs of Adobe Creative Cloud we have and within that which CC programs are being used.
- Product Features
- Product Usability
- Third-party Reviews
- Don't know
- At the time there was also a Linux agent, trying to get that installed on the various flavors of Linux we have was not intuitive based on the directions they provided. There is no longer a Linux agent so we do have to manually track those few computers.
- Online training
- I love the ease of sorting columns in the inventory view
- It is very easy to search for an item or an issue
- Merging tickets is really cumbersome and doesn't work the way I thought they would. They just attach themselves together rather than actually MERGING the tickets.
- Also when creating a ticket in the first place there is no way to enter time already worked until after you first create the ticket then reopen it. It's an annoyance but not a deal breaker.
- When creating a new ticket they've recently changed the layout and adding tags is not as intuitive as it was before. I also wish there was a way to see previously used tags so we could standardize the wording of tags across all tickets.
Solarwinds Service Desk Review
- I think the interface (Incidents Page) is easy to use and very customizable.
- Reporting is easy to understand, and there are many pre-built reports that can be used without the user having to do much.
- The asset tracking system allows you to create assets and assign them to particular users or locations. You can also add custom fields to make sure you have all the asset information documented.
- I think the filters for the Incidents can be a little buggy (sometimes shows closed incidents when on the "Active Incidents" filter).
- The reporting section was updated recently and is now much harder to navigate when trying to create custom reports.
- If Service Desk doesn't have a function that other incident systems may have, it can take a long time (or be impossible) to have those functions added.
- Organize and prioritize service tickets
- 80%8.0
- Expert directory
- 70%7.0
- Self-service tools
- 80%8.0
- Subscription-based notifications
- 80%8.0
- ITSM collaboration and documentation
- 70%7.0
- ITSM reports and dashboards
- 70%7.0
- Configuration mangement
- 80%8.0
- Asset management dashboard
- 80%8.0
- Policy and contract enforcement
- 60%6.0
- Change requests repository
- 80%8.0
- Change calendar
- 80%8.0
- Service-level management
- 80%8.0
- Service Desk is helping us stay organized as an IT Department.
- We are able to see what every IT employee has been working on and can help without having to be in direct contact for every incident.
- The reporting functions allow us to see our weaknesses and prepare to resolve those issues more quickly.
- Incident Response
- Asset Management
- Reporting
- Track which problems we deal with most
- See who answers the majority of incidents
- Guestimate average turn around time on incidents
- Provide more in depth information for inventory and assets
- Plan more quickly to fix persistent incidents
- Come up with reward system for technicians
- Product Features
- Prior Experience with the Product
- Implemented in-house
- The only thing we had to implement was the email setup for creating and responding to incidents.
- no training
- Reporting
- Asset Management
- Incident Response
- I do not find the system difficult to use.
- None
- Microsoft Outlook
- Single Signon
- We have not performed an upgrade.
- I haven't been paying attention to the upgrades.