SolarWinds Service Desk (SSD) Reviews and Ratings

Rating: 8.1 out of 10

Score

8.1 out of 10

Community insights

TrustRadius Insights for SolarWinds Service Desk (SSD) are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

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.

Reviews

119 Reviews

Small but mighty IT management system

Rating: 8 out of 10

Incentivized

January 5, 2025

Use Cases and Deployment Scope

Solarwinds Service Desk is used to manage our day to day IT operations. This system allows our users to enter tickets, we can prioritise and respond to them. This allows us to run an efficient Issue department. We also use this stem to track and maintain assets. Having the data for our devices in one place, that can be linked to tickets, is helpful.

Pros

Ticket management
Asset management

Cons

Work flow customisation
Contact customisation

Likelihood to Recommend

Solar winds service desk is well suited for a small to medium sized department. Is has all of the basics that you’d need in an ITIL compliant application. The interface makes it easy to use and the mobile app is a handy addition to do things whilst out and about.

Verified User

Supervisor in Information Technology (201-500 employees)

Vetted Review

7 years of experience

SSD is Simple and Easy to use

Rating: 8 out of 10

Incentivized

November 30, 2022

Use Cases and Deployment Scope

SSD is used to keep track of my time spent on client services. Our clients submit tickets to the service desk through email, the SSD website, or by clicking the desktop icon. This system helps us keep track of time and support issues. It can track the status of the support ticket as well as client responses. It is great for keeping the support ticket correspondence all in one place.

Pros

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.

Cons

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.

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.

Verified User

Technician in Information Technology (1-10 employees)

Vetted Review

5 years of experience

SolarWinds is a homerun!

Rating: 9 out of 10

May 30, 2022

Use Cases and Deployment Scope

We use SolarWinds Service Desk for our Incident tracking and it helps to use SolarWinds Service Desk (SSD) for the reporting that we must provide to the State of Kansas, however, it does help us with analyzing data to make smarter business decisions as a department. Also, another feature that we use is the Service Catalog, which is a game-changer when it comes to standardized requests and also building an approval and task process. There is also quality customer service with this product and I would highly recommend this company to any prospective customer!

Pros

Reporting
Service Catalog
Integration (SSO, Zapier, etc.)

Cons

Increasing Procurement Capabilities

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.

Verified User

Employee in Information Technology (51-200 employees)

Vetted Review

3 years of experience

SolarWinds: a good choice for municipal IT teams

Rating: 9 out of 10

May 5, 2022

Use Cases and Deployment Scope

We are using the SSD for incident and ticket management. We are also using the asset management module for computer inventory, hardware inventory, and software inventory/license tracking. This is the town's first automated ITSM solution. It was selected after reviewing approximately six other products over a six-month period. We are in our first year of implementation.

Pros

Ease of use and configuration
Automated computer inventory
Excellent support to help with customization of the product to meet each customer's needs
Scalable in terms of some very helpful automation features

Cons

Printer inventory via Discovery Agent and Discovery Scanner

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.

Verified User

Manager in Information Technology (201-500 employees)

Vetted Review

1 year of experience

SolarWinds Service Desk - Making Service Management Easier!!

Rating: 7 out of 10

Incentivized

April 26, 2022

Use Cases and Deployment Scope

SolarWinds Service Desk is a single and transparent platform for our employees in my organization as all the employees can log the tickets when any issue comes and can monitor the same on a regular basis and get the resolution in the easiest way possible. It is a ticketing system for most of the organizations today along with ours.

Pros

IT Ticketing System
Tickets Raising and getting the resolution accordingly.
Incident Management

Cons

Asset Management Dashboard can be improved.
Workflow is little complex.
N/A

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.

Vandana Yadav

Presales Executive in Information Technology at Corporate Infotech Pvt Ltd (1001-5000 employees)

Vetted Review

2 years of experience

Good ticketing, limited automations and integrations

Rating: 7 out of 10

Incentivized

April 18, 2022

Use Cases and Deployment Scope

Used to manage the support requests from staff and organization assets. The product did a good job of providing a queue to know what issues were present in our system and the asset agent provided a comprehensive inventory of what was deployed on our systems. We also utilized the system to create approval workflows for software and hardware purchases and changes.

Pros

Organizing workloads
Supervisor approvals
Asset inventories

Cons

Integrations with other vendors
Integration with other SolarWinds products
Automations require licensed account

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.

Verified User

Former Employee in Information Technology (201-500 employees)

Vetted Review

5 years of experience

Solarwinds service desk making things easy.

Rating: 10 out of 10

Incentivized

March 5, 2022

Use Cases and Deployment Scope

We use the service desk to support our company and our partners. We use it

to help facilitate issues and repairs. We have it set up to allow

incoming emails to create tickets from inside our domain and outside

domains that our partners are on. It works pretty well. We are able to

respond and escalate tickets to higher groups.

Pros

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.

Cons

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.

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.

Verified User

Engineer in Information Technology (1001-5000 employees)

Vetted Review

7 years of experience

Very good product. All in one solution for helpdesk.

Rating: 7 out of 10

Incentivized

January 27, 2022

Use Cases and Deployment Scope

IT helpdesk management, inventory, procurement, knowledgebase, project management. We essentially manage our entire IT department through this application. It was the first helpdesk solution that really seemed to click for us and the integration with Dameware has really become a total helpdesk solution for us.

Pros

Helpdesk management
Agentless inventory

Cons

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.

Likelihood to Recommend

Any small to midsize IT department that is looking for a complete solution.

Verified User

Director in Information Technology (1001-5000 employees)

Vetted Review

2 years of experience

Fundamental product for managing technical issues

Rating: 9 out of 10

May 28, 2021

Use Cases and Deployment Scope

I am

contented by its quality services that have helped me to continue with

consistency. Since SolarWinds Service Desk (SSD)'s implementation in my department, I am at ease taking

in an account of the everyday problems and I am in a better position to tackle those issues within a short span of time and much more effectively as well. This tool

has helped me to carry on our work without any interruptions that could waste our

time and affect employees' workloads.

Pros

I am in a position of controlling numerous desktops through one system and I provide knowledge-based services to my employees.
Through this tool, I can easily log into my employees' desktops and elaborate step by step how to resolve any particular issue. Thus I have taught them to be self-sufficient.
It has empowered me to handle the configuration more precisely.

Cons

The only con that I found is that it is quite costly, due to which small organizations cannot afford it.
It failed to support hardware inventory.
It does not help in handling the aggregate links appropriately.

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.

Maria Coelho

Senior Software Development Engineering lead in Information Technology at Frontier Communications (10,001+ employees)

Vetted Review

2 years of experience

View profile

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

Rating: 9 out of 10

February 12, 2021

Use Cases and Deployment Scope

IT support is very important and most parts of our organization [go] through SolarWinds Service Desk. Customer Support department, HR Department, sales questions, questions about new products are followed through this platform. We use knowledge base and FAQ but need realtime support to follow tickets. Email support is always good, but for user security and accurate tracking of requests, you need to have a comprehensive automation system to be able to manage all sections.

Pros

Great Automate IT asset management.
Secure Cloud Based Platform.
Automate risk detection.
Rich help desk knowledge base help desk.
Service Desk Live Chat.

Cons

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.

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.

Ali Kazempour

Information Technology Adviser in Information Technology at AZEREX (1-10 employees)

Vetted Review

1 year of experience

View profile

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Fundamental product for managing technical issues

Rating: 9 out of 10

May 28, 2021

Use Cases and Deployment Scope

I am

contented by its quality services that have helped me to continue with

consistency. Since SolarWinds Service Desk (SSD)'s implementation in my department, I am at ease taking

in an account of the everyday problems and I am in a better position to tackle those issues within a short span of time and much more effectively as well. This tool

has helped me to carry on our work without any interruptions that could waste our

time and affect employees' workloads.

Pros

I am in a position of controlling numerous desktops through one system and I provide knowledge-based services to my employees.
Through this tool, I can easily log into my employees' desktops and elaborate step by step how to resolve any particular issue. Thus I have taught them to be self-sufficient.
It has empowered me to handle the configuration more precisely.

Cons

The only con that I found is that it is quite costly, due to which small organizations cannot afford it.
It failed to support hardware inventory.
It does not help in handling the aggregate links appropriately.