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SolarWinds Service Desk

SolarWinds Service Desk
Formerly Samanage

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…

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Recent Reviews

TrustRadius Insights

SolarWinds Service Desk (formerly known as Samanage) is a versatile software solution that caters to a wide range of use cases across …
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TrustRadius Insights
TrustRadius Insights

SolarWinds is a homerun!

9 out of 10
May 30, 2022
We use SolarWinds Service Desk for our Incident tracking and it helps to use SolarWinds Service Desk (SSD) for the reporting that we must …
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Solarwinds works for us!

7 out of 10
December 15, 2020
Incentivized
It is used across the whole organization. It addresses Incident mgmt, change mgmt, purchase orders, and device management mainly for our …
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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

View all 13 features
  • Organize and prioritize service tickets (95)
    9.3
    93%
  • Self-service tools (85)
    8.0
    80%
  • Asset management dashboard (80)
    6.9
    69%
  • ITSM reports and dashboards (86)
    6.4
    64%
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Pricing

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SolarWinds Service Desk

SolarWinds Service Desk

N/A
Unavailable

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
For the latest information on pricing, visithttps://www.solarwinds.com/products/pri…

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

8
Avg 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

6.9
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8
Avg 8.4
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Product Details

What is SolarWinds Service Desk?

SolarWinds Service Desk, previously Samanage Service Platform, is a cloud-based service desk for IT or any other department.

A single platform for service management, IT asset management and configuration management, Service Desk is ITIL-ready and complete with Incident, Problem, Change, and Release Management capabilities. Advanced reporting modules empower users to analyze trends, monitor service quality, and continuously improve service management processes.

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

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SolarWinds Service Desk Video

SolarWinds Service Desk Overview

SolarWinds Service Desk Integrations

SolarWinds Service Desk Competitors

SolarWinds Service Desk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesAll
Supported LanguagesSupport for 40+ Languages

Frequently Asked Questions

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.

Zendesk Suite, ServiceNow IT Service Management, and Freshservice are common alternatives for SolarWinds Service Desk.

Reviewers rate Organize and prioritize service tickets highest, with a score of 9.3.

The most common users of SolarWinds Service Desk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(161)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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

Reviews

(1-25 of 118)
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November 30, 2022

SSD is Simple and Easy to use

Verified User
Technician in Information Technology
Information Technology and Services Company, 1-10 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When corresponding with customers about a service, SSD is well suited for keeping track of all correspondences. When sending team reminders to complete tasks, I don't think SSD is well suited. If that feature is offered, it is not easy to set up. Notifications are only sent when a ticket is created, the status of the ticket is updated, or a response is added to the ticket.
May 30, 2022

SolarWinds is a homerun!

Verified User
Employee in Information Technology
Education Management Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Tracking assignees, status, and Service Level Agreements. Complete ITIL process built-in. Significant reporting capabilities. ITAM (sold separately) is robust in the information it provides. Custom fields allow you to build a system that meets your company's needs. If you are looking for in-depth procurement options, you may want to try another product.
May 05, 2022

SolarWinds: a good choice for municipal IT teams

Verified User
Manager in Information Technology
Government Administration Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
SolarWinds Service Desk is well suited for small to mid-sized environments. Leveraging support and implementation resources, it's easy to get up and going on the tools in a fairly quick fashion. It's best for someone that understands the intricacies of managing IT support environments. It's ease of use makes it an excellent choice for an organization's first automated solution.
April 26, 2022

SolarWinds Service Desk - Making Service Management Easier!!

VY
Vandana Yadav
Presales Executive
Corporate Infotech Pvt Ltd (Information Technology & Services, 1001-5000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is best suited in a service-specific organization where employees can manage all the assets and have a log for the same giving a pure management platform. Issue Resolution has been automated by just creating a ticket ag it will be logged and get resolved accordingly, minimizing human efforts.
April 18, 2022

Good ticketing, limited automations and integrations

Verified User
Former Employee in Information Technology
Information Technology & Services Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It would be good for teams that are looking to stand up a service desk system and establish a working inventory. Things like queues and asset tracking are good. You can even create tags to tie your assets in the field to your inventory record in addition to their agent. I think they could do much better at integrating other common tools like rmm products into the platform as some of the inventory gets duplicated with that process and leaves you checking multiple areas and going to other platforms for a complete picture/task. Even their own branded platforms for this were not even on their roadmap. Also, I would say the inventory agent provided a lot of extra info for installed software that is not very helpful and also lead to views of multiple versions installed in the fleet even though it is 1 software that is just reporting differently. It is tough to keep accurate.
March 16, 2022

Great ITSM and ITAM Tool!

Verified User
Team Lead in Information Technology
Construction Company, 1001-5000 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For smaller companies or environments, it greatly excels. It has basic to intermediate functionality that addresses basic functions for managing tickets and assets. It could use some more granular settings in different portions for a larger enterprise environment. It meets the demands but could use more bells and whistles. The recent improvements are better.
March 05, 2022

Solarwinds service desk making things easy.

Verified User
Engineer in Information Technology
Hospitality Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you are looking for a way to support a company and bill based on the outcome this software works really well. If it's a quick password change there was no charge, but if it's troubleshooting things you click the box to charge. It works really well for this. Also bringing all your assets into this and associating them to a client works well. I can't think of anything that this software would not be less appropriate for. It works well for what we use it for.
September 09, 2021

Solarwinds Service Desk Review

AE
Allan Eisenhauer
Director of IT / Purchasing Manager
Macomb / St. Clair Workforce Development Board (Non-profit Organization Management, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This package offers more features than I am currently using. With Solarwinds Service Desk, you have the capability of managing your inventory, invoices, vendors, contracts, and asset management. This is ideal for anyone looking to consolidate multiple packages into one. This is great for IT departments ranging from small to large businesses. There is also a spot in which you can create invoices and have them billed out based on the amount of time spent by the techs to resolve the issue.

If you are needing to do depreciation on your inventory, then the inventory portion will not work for you.
July 09, 2021

A Service that Really Helps Service Your Support!

Verified User
Engineer in Information Technology
Retail Company, 501-1000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This service is well-suited for organizations that are unable or unwilling to support the entire infrastructure for a ticketing system, such as databases and servers. It's also great for companies that need a large set of offerings and integrations with other hosted and on-premises systems. Remote support is easy with other purchases/integrations and can assist the support staff in their daily jobs. The licensing levels are easy to understand, though a bit of the pricing difference seems slightly steep to my company for a few of the features.
May 28, 2021

Fundamental product for managing technical issues

Maria Coelho | TrustRadius Reviewer
Maria Coelho
Senior Software Development Engineering lead
Frontier Communications (Telecommunications, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
This tool will definitely benefit various types of organizations, whether you are dealing in some online business or if you want to bring a smooth operating system in your production organization. It will help you to be clearer about the workings and you can manage the incident, problem, change, and request management. This tool will help you work smoothly. For online business setups, this tool will be a huge plus. In short, it will help you to control everything from one platform by enhancing productivity side by side.
February 12, 2021

Complete Service Desk for great support services of all parts of the organization!

Ali Kazempour | TrustRadius Reviewer
Ali Kazempour
Information Technology Adviser
AZEREX (Information Technology & Services, 1-10 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
In addition to Knowledge Base, customers can chat live and get in touch with IT support, and all this support is much more cloud base[d] and completely secure. In many cases user information should not be sent via email and requires a secure server, [for] which SolarWinds Service Desk is great platform. Dashboard is real time and platform has auto refresh and great notification system. Nice employee service portal and great Service Automation System.
December 15, 2020

Solarwinds works for us!

Verified User
Administrator in Information Technology
Broadcast Media Company, 501-1000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds ticketing system has nice features for being able to filter and save filters to easily be able to see which tickets you are looking for. The support team and account reps are very good at responding in a timely manner to issues or questions. It really depends on what expectations a company has as to whether or not Solarwinds would be a good fit for them.
December 15, 2020

Solarwinds Service Desk--a game changer for our University!

Verified User
Director in Information Technology
Higher Education Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is well suited for any organization that is looking to offer a modern, highly functional, and easy to navigate service desk. We have implemented it across almost our entire University and it has become instilled in our business processes. It does a great job and our customers are very happy using and navigating the platform!
December 11, 2020

Samanage -- A semi flexible easy to learn service desk tool.

Christopher Fritz | TrustRadius Reviewer
Christopher Fritz
Senior IT Support
Vertic (Marketing and Advertising, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Samanage is functioning well in a smaller IT Department where there is no time to do too much customization. It is pretty much a ready to use software to which you can keep on adding on functions you need etc. The reason why I write that it semi-flexible is that you have the option to customize a lot of things, but if you want to make very detailed updates then this won't be the software for you. We are very happy with the software and find that they are listening to the user community, so that you are heard and actually can follow the progress of suggestions that you make.
December 09, 2020

Excellent Customer Service and a straightforward application for your ITSM needs

Sebastian Pereira | TrustRadius Reviewer
Sebastian Pereira
Director of IT, Information Systems and Processes
Santex (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I would say that from the licensing cost, a startup may find it challenging to acquire Samanage. But from some references I made, they work things out to try to adapt the pricing to any pocket. Of course every company has its limits, but I find that flexibility very good.

For me, the key questions were related to how they managed the SLAs, if they have an API to use for integration (and if it has a limit of requests).
December 08, 2020

Using an IT Service Desk solution for a Video Services Team

Scott Sokol | TrustRadius Reviewer
Scott Sokol
Sr. Manager, Production Media Services
MLB Network (Sports, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
While designed for IT service desk teams, we have found that our media services team has been successful implementing Samanage tools.

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.
November 20, 2020

SolarWinds Service Desk is the ticketing software you NEED!

Verified User
Technician in Information Technology
Utilities Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
SolarWinds Service Desk is best suited for help desk and human resources. We only use it for our help desk, but have plenty of ideas for HR that we have not explored yet. Using SSD as our ticketing system is helping more users send in more request[s] because it easy to use.

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.
September 15, 2020

Great Service Desk option for IT Management

CI
Connie Inman
Sr. IT Technologist
University of Tennessee Libraries (Higher Education, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you're in need of a tracking tool for your help desk tickets but don't have one already, SolarWinds Service Desk is great because it integrates your inventory management along with any help desk tickets related to the computers and mobile devices in your inventory.
August 19, 2020

Best ticket management system for service providers

Verified User
Analyst in Information Technology
Information Technology & Services Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The Incident Ticket management for multiple clients is where this software seems to be really great. The feedback feature on the Dashboard that allows our clients to share to experience is nice to have. The main concern is that we can't use MFA (restricting users to only being able to log with only a username and a password). This is particularly important for administrator accounts.
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