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 base, and SLA management tool. The integrated agent-based asset management solution collects contracts and licensing data from Windows, Mac, Linux, and Unix systems.
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Zendesk Suite
Score 8.2 out of 10
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The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
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Considered Both Products
SolarWinds Service Desk
Verified User
Manager
Chose SolarWinds Service Desk (SSD)
When we transitioned to Solarwinds Service Desk, it was the only hosted service that was HIPAA compliant. Having a HIPAA-compliant solution was a requirement to allow us to support our health care clinics.
We have used Zendesk, ServiceNow, Spiceworks, and TeamDynamix. Zendesk lacked features like vendor and contract management but offered a competitive price. ServiceNow and TeamDynamix are more full-featured ITSM tools with more features but not cost-effective for our …
This tool was selected prior to my coming to work for Injured Workers Pharmacy. The key reasons for its selection were to quickly be able to separate traditional IT incidents from IT developer incidents as well as which incidents were actually requests for new functionality …
Solarwinds Service Desk seems to offer more features and a more intuitive interface for our internal customers. While Zendesk may provide some slightly better usability features, Service Desk gives us great reporting and contains an inventory management tool where information …
I didn't use Zendesk much but when I used it at a previous company it was years ago and I felt it was very lackluster and didn't have a lot to give. Samanage at the time I was introduced and now has continued to grow and build out its systems making it feel very powerful and …
Zoho has a multitude of products that may be great for some companies, but I found the product didn't feel like it was polished or done well. More of a Jack-of-all-trades, master of none. Freshdesk and Zendesk had a lot of modern features but lacked the ability to host multiple …
We first used Freshdesk several years ago and moved to Zendesk because the features were not where we needed them to be. Moved from Zendesk to Desk.com because we wanted to integrate with Salesforce and Desk was included in our contract. Desk.com was discontinued and we …
Solarwinds Service Desk is a far superior product to my experience with Connectwise. Connectwise, at the time, did not have ITIL inventory management or very good time management built in. You had to purchase add-ons. Furthermore, it was very buggy and crashed repeatedly. …
Currently evaluating LogMeIn Central as a replacement for multiple services including Samanage. Central is a complete remote management tool with inventory capabilities optional. If I only needed inventory tracking I'd stick with Samanage alone.
We used Spiceworks for approximately 9 years before moving to Samanage. While reviewing many systems available, we decided on Solarwinds Service Desk for the following primary reasons:
Solarwinds Service Desk is a larger solution than just a ticketing system. I think it stacks up quite well and surpasses some of the other solutions by providing asset inventory capability, change management, vendor management, contract management options. Many other …
Junior Systems Administrator | POS Programming Specialist
Chose SolarWinds Service Desk (SSD)
Like I stated at the beginning we ended up moving away from Samanage but did really enjoy the asset management portion of the software. We tested the Help Desk portion but it just did not do what we wanted or have the features we were using with Zendesk. Lansweeper is an asset …