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Samanage is one of the best HelpDesk Tools I've ever used!
Updated December 08, 2020

Samanage is one of the best HelpDesk Tools I've ever used!

Steven Hiersche, Jr. | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Hosted

Modules Used

  • Asset Management

Overall Satisfaction with SolarWinds Service Desk (SSD)

We were using a developer's tool to run a pseudo help desk and it reached its end of life. We needed to move on and are now loving Samanage.
  • 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".
  • Increased employee proficiency.
  • Better customer service.
  • ServiceNow, SysAid and BMC Track-It!
We looked at ServiceNow, SysAid and Track-It! and Samanage came out on top because it did everything well. The other three were all more proficient in some things, but they were not a complete package.
Couldn't give higher as only had to use them in the initial setup with extra questions but they were great.

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

Make sure you go through a thorough demo. They are very knowledgeable on their own product and answered every question that we had.

SolarWinds Service Desk Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
8
Expert directory
8
Service restoration
9
Self-service tools
8
Subscription-based notifications
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
7.7
Configuration mangement
7
Asset management dashboard
8
Policy and contract enforcement
8
Change management ()
Not Rated

ROI

  • Price
  • Product Usability
Product usability should always be first and foremost. You will always have to decide on price, but if you can't use the product effectively, then it doesn't matter what it cost. Solarwinds Service Desk (Samanage) was very easy to use and navigate and it took no time to get everyone up to speed.