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 49)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.
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.
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
- 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 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.
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
Best ticket management system for service providers
- The user interface is really simple, even new user can adapt to the tool quickly.
- The SLA Monitoring system is really useful to know how we're performing. That helps us to give timely service.
- The Solarwinds Service Desk supports lots of integrations with other systems and they are constantly adding more.
- The email integration need to be improved, tools like Microsoft Outlook for requesters who still use it as a means for creating a ticket.
- Should have some sort of sound notification that could be configured with the program to allow audio alerts.
- Can't disable the email notifications based on categories. Creates problems when closing tickets from customers.
Overall Satisfied for Service Desk Use
- Ability to streamline UI for various roles.
- Extensive administrative settings and options.
- AI to offer suggestions to techs and requesters.
- Extremely transparent about any outages, causes, and steps to prevent again.
- The system is very reliable: has only been inaccessible twice in the past 18 months of daily use.
- Company will not accept reporting or other customization requests (consider it a new feature)
- Reporting options are not intuitive & most cannot include details.
- Little support from SolarWinds.
Issue tracking is great from SolarWinds!
- Issue management
- Tagging of other people
- Email notifications
- Reports
- Documenting changes
- Documenting issues
- Prompting Solutions
Solarwinds Service Desk Review
- It is easily customizable.
- Product support is outstanding.
- The mobile app is super helpful.
- It takes time to deploy the Asset management agent onto devices.
- It would be nice if the page auto-refreshed.
Works great for our law firm.
- Service Desk tool - ability to create / update/ resolve tickets. Flow (ticket life cycle) can be customized, and notifications as well.
- Asset Management - automatically gathers information from computers using an agent installed on the computers.
- Reporting - ability to slice and dice tickets to get insight into most common problems.
- Being a web platform, some of the refresh is problematic. Not sure this can be solved in the tool, it's important to have a clear understanding who owns the ticket.
- Some time the performance / update speed is slow, but I have to give them credit, this has never resulted in an outage and in general it is solved within a couple of hours.
- Incident/Helpdesk Ticketing
- Platform Customization
- Asset Management
- Contract Reminders
- User and Admin Friendly Interface
- Mobile App flow could be better in regards to incident management
- Certain customization options aren't very easy to find
- Difficulty figuring out how to remove legacy categories from incident forms
It's less appropriate for tracking investigations. This is often best left in email with HR. The knowledge base is good, but could use some improvements particularly when typing out the knowledge base articles as they are defined.
- The platform is pretty easy to use by non-technical staff.
- Setting up and managing things like single sign-on and automatic user-provisioning is straightforward when coupled with Azure AD.
- Customizing categories and workflows was fairly simple.
- Asset management could be better.
- Using the platform to track orders could be better as custom PO numbers cannot be entered in a searchable way.
- Integrations with other service desk applications still could be improved, but has gotten a lot better with the Solarwinds acquisition of Samanage.
Solarwinds Service Desk brings people together!
- Communication - public and private comments on incidents keep technicians and requesters in touch throughout the life cycle of an incident.
- Accessibility - there are multiple ways to engage through the service ranging from entering tickets, chat, and having email directed to auto-create incidents.
- Self-service - users can request help or services, report problems, and look up information from the knowledge base without assistance, which lends to a more informed and self-sufficient workforce.
- Service - it's easy to communicate questions or problems to Solarwinds Service Desk support and they are generally very capable, responsive, and willing to escalate feature requests.
- Service Catalog - it's impressive how much you can accomplish when building out a catalog item; however, there is room for improvement as you cannot go too deep into conditional logic. For instance: building out a request for travel where a user might want to select one or all of hotel, air, and car can only really be effective for one of those items. You'd have to create three separate catalog items, which makes no sense. I believe they'll remedy this shortcoming eventually, though.
- Change Management - the communication within change management isn't as polished as it is in the incidents module. Notifications do not fire when expected. There has been a recent update to change management, so this may have improved.
- Reminders - when a task is created and a due date applied, an email with a calendar reminder is sent. The .ics reminder is clunky (not editable) and has to be actively added to one's 3rd-party calendar program. Reminders and notifications WITHIN Solarwinds Service Desk could be far more robust for agents and task-users.
Solarwinds Service Desk (formerly Samanage)
- Ticket Management
- Automated notifications
- Setup
- Reporting / Data Exports (Currently manual request to generate *.csv)
- Limited configuration and customization options in base product
- User management
The tool seems optimized for use within an organization. I don't see how it would support external customers in a clean fashion.