Solarwinds Service Desk (formerly Samanage) Review
May 20, 2020

Solarwinds Service Desk (formerly Samanage) Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We use it for help desk and inventorying IT assets. The IT department controls all aspects of Solarwinds Service Desk and maintain the inventory. Users input tickets and monitors their progress for help desk related issues, and the IT department uses tickets to track work for documentation and to keep users in the loop on their IT related issues.

Pros

  • Help desk
  • Inventory IT assets
  • Licensing tracking

Cons

  • Licensing tracking
  • Quicker response to help tickets.
  • Documentation on previous issues, decreases time on staff fixing issues.
Have not dealt with them too much, but the few times I have they were nice, polite, caring and made sure things got done. The initial setup of getting the Service desk they were great working with our company to get everything going quickly and smoothly.

Do you think SolarWinds Service Desk (SSD) delivers good value for the price?

Yes

Are you happy with SolarWinds Service Desk (SSD)'s feature set?

Yes

Did SolarWinds Service Desk (SSD) live up to sales and marketing promises?

Yes

Did implementation of SolarWinds Service Desk (SSD) go as expected?

Yes

Would you buy SolarWinds Service Desk (SSD) again?

Yes

Great if looking to have a ticketing system end-users and the IT department can use to track, discuss, and review any tech-related issues. Makes getting the info the IT department needs from the end-user to work on the issue simply and streamlined.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
8
Service restoration
8
Self-service tools
7
Subscription-based notifications
6
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
7
Change requests repository
7
Change calendar
7
Service-level management
7

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