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SolarWinds Service Desk (formerly known as Samanage) is a versatile software solution that caters to a wide range of use cases across …
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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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%
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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…
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Product Details
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- Integrations
- Competitors
- Tech Details
- FAQs
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
SolarWinds Service Desk Video
SolarWinds Service Desk Overview
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
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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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!
- 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
Reviews
(101-118 of 118)Companies can't remove reviews or game the system. Here's why
Samanage is the ticketing system of our IT dept.
Employees are submitting tickets via Samanage to report issues with their hardware and software, to request IT services, equipment loans, etc.
The IT support team members, in turn, communicate with the employee to get more info, and to report about the resolution, etc.
- Submitting a ticket is quick and easy, or at least can be configured to be so.
- The "My Requests" screen is helping in following up on the status of the tickets the user submitted.
- Easy-to-use knowledge base.
- The search engine over the knowledge base could be better.
- No info as to the *last editing* of articles in the knowledge base (aka Solutions ).
- No option to send feedback to articles (aka Solutions).
June 05, 2018
Powerful yet easy to use help-desk system
Samanage is the organization's main IT helpdesk and service catalog. It was adopted to improve the service for the organization's users, to automate workflows and to provide better metrics for IT. Furthermore, Samanage being cloud-based means no on-premise maintenance or investment required. We required a helpdesk software that did not require an upfront capital investment, was fast to learn and implement.
- Very user friendly interface
- Great workflows
- The service catalog is very useful and allows us to automate a lot of services we provide.
- It would be great if there were more integrations
- We would prefer if we could customize the landing page for our users
January 29, 2018
Manageable Management
Samanage is an ITIL based SaaS for help desk ticketing, change management, and asset management. It helps us create SLA according to whatever criteria we choose. It also allows us to create a workflow for onboarding and offboarding. Each step of the onboarding goes to the appropriate person or department so a new hire is sure to have the right accounts, equipment and licenses assigned. It also creates a workflow to deactivate and reclaim licenses when a person leaves the company.
- Workflows once set up work very well.
- SLAs and automatic escalation work as you would expect.
- SSO was easy to set up so getting users into the system was no problem.
- Asset management should be synced with OUs in AD.
- Automatic retiring(not deleting) off assets that don't report in after X amount of time.
- It can be sluggish, however this issue is intermittent.
November 08, 2017
Samanage - Great product for SMB
Samanage is being used across the entire organization for user ticket submission. It addresses the need to centrally document tasks, tickets, inventory, and contracts for the IT department. Our IT team works incidents, tracks inventory, lease expirations, solutions, and problems in the system.
- Cloud-based: Easy to spin up and start using quickly. In the event you have an outage of your own systems, it's good to know the ticketing platform is not in the same data center.
- Inventory: This product does a good job of mixing in agent-based inventory and data entry based inventory. Most systems I've found manage the computers really well and not the other parts well, or vice versa. I feel like Samanage gives you the best of both worlds. You can inventory your computers with an agent, getting all sorts of additional great detail, but still makes it easy to manage inventory of other assets like TVs, switches, etc...
- SLA Monitoring: Good reporting to let us know how we're doing.
- Development timelines are not clearly communicated. It's hard to know if/when a request will be implemented.
- Awaiting input tickets with responses from users don't automatically go back to in progress.
- Not as much fine-grained configurability of options as you'll see in the larger enterprise systems. If it fits your needs, it's great, but if it doesn't, it can be a bit inflexible. It's important to trial it out first and have a list of your non-negotiables before you buy.
November 08, 2017
Great for building a helpdesk from scratch!
Our department is using Samanage to manage our everyday help desk operations along with tracking larger issues and project solutions. It is currently only being used by the information technology department to serve the technical side of the business. It helps us keep track of all requests and stay on top of them until the issue is solved.
- Keeps track of problem tickets.
- Keeps track of solutions so issues that arise multiple times will have a built in fix.
- Allow work delegation on single issues.
- The purchase ordering function could stand to be more customizable to buisness needs.
- Notifications should be expanded to be customizable in all areas where notifications are utilized.
- Reporting function based on key words should be added.
November 06, 2017
Samanage is a great small to mid-sized helpdesk/inventory solution
We use Samanage as our company-wide help desk portal and for IT inventory of desktops, laptops, tablets, and iPads. It allows us to track issues, sense patterns, and trends and keep track of our assets.We use the portal to share both important outage information as well as self-help tips. The workflow built into Samanage allows us to create a workflow with tasks and tracking for onboarding, offboarding and other HR functions.
- Users can submit trouble tickets with drop down pick lists to make sure the ticket is properly routed to the right department and person after submission.
- HR loves the automated workflow for onboarding and offboarding of employees, promotions, transfers, name changes and other HR functions save them time and trees.
- With the Samanage agent installed on laptops we have the ability to ensure our people in the field are where they should be when they should be, and allows us to trace and find lost or missing equipment.
- Change Notification from Samanage are rare. One day functionality appears, without explanation or preparation. Things that used to work one way now work another.
- I've waited several days for a reply to a ticket I've entered with their support over workflow issues.
- There's no way to globally turn off their 'chat' feature, which they use to broadcast new products or features via a chat window that pops up when you're using the software to do something else.
November 03, 2017
Samanage can enable your path to Managed Services
We currently use Samanage to aid in our transition to a service management philosophy. We are still using SolarWinds as our incident manager, but are moving away from it. Our largest impact has been in Inventory/CMDB, Knowledgebase, Change Management, and contracts and purchasing
- With recent modifications , we find the Change Management features useful
- We like the contracts and purchase orders features
- Inventory/Asset management and CMDB have helped us track our resources.
- We struggle with integrating the asset management features with the purchasing features.
- We've not been able to take advantage of the process features within the service catalog. There's always some glitch that keeps us from getting an advertised benefit
- Most recently we're having trouble with secure SAML SSO, in that we don't have a development environment, so all users are affected when we try to improve the security of the signon.
November 03, 2017
Stop wasting time and get Samanage
Samanage is currently being used as our asset management platform and as our help desk. We have a very small amount of techs and a medium size company with over 1000 employees, 250 windows machines, 30 stereo systems, and a large number of peripherals. Samanage allow us to know what items are in need of repair or upgrade and allow the employees to know the status of their request.
- Asset Management. It is hard to find a help desk ticket system with a asset management as strong as samanage's
- Customization
- Single Sign-On
- The incident request system should remove the details section. It doesn't make sense to have it if you have customized forms for the user inputs.
- Emails from the system can be confusing if there more than one comment on the incident
November 03, 2017
Love it!
We use Samanage at Mountain Communication Systems to manage a multitude of clients to stay organized in our ticket system.
- Managing client tickets
- Let us know how we are performing under the dashboard
- Quick response between us and our clients
- Sometimes the incidents take some time to load, but this is infrequent.
- It would be nice if there was some sort of sound cue that could be configured with the program to allow audio alert.
June 08, 2016
Awesome Product!
Score 10 out of 10
Vetted Review
Verified User
We use Samanage to run our IT Support in all locations in the world. It also has our asset management for PCs, laptops, Macs, Servers and mobiles. We extensively use the solutions function and write a [knowledge base] for self help. It's a great product that is infinitely customisable. Within the asset management, we use the warranty function, and analyse the hardware components listed with each asset.
- Great management and analysis of all support tickets raised.
- Comprehensive asset management within all operating systems (Windows, Mac and Linux). Stores all hardware components, serials, warranty info and last known IP address.
- Great support services. Quick response to all requests. Always help with any issue. Great at letting you know what is in the pipeline. Listen to their customers and add features frequently.
- No negatives, apart from it's not free? Sorry, nothing.
March 16, 2016
The Quickest Path To Service Management
Score 9 out of 10
Vetted Review
Verified User
We are using Samanage for incident management, service management, asset management and change management in our IT department.
- We are really impressed to with the ability to tie incidents to problems and changes.
- We like being able to add approvers to changes on the fly.
- We are happy with the workflow engine and are looking forward to updates to the process.
- Workflow engine is good but we know they have plans to make it more robust and we are looking forward to that.
- We'd like to see more consistent integration of TASKS throughout all types of incident and showing up in the same area as other Service Desk related items.
- I'd love to be able to make services in our service catalog open to the public, requiring login only upon requesting the service.
March 16, 2016
The best ITSM solution I have ever used!
Score 10 out of 10
Vetted Review
Verified User
We are using Samanage within our organization for our internal IT support across several sites around the world. Samanage has helped us to boost our productivity by organising and structuring our workflow. It has also helped us to keep track of various performance metrics, for example customer satisfaction and how quickly we respond to requests.
- Samanage provide excellent customer service, which is both friendly and prompt.
- The Samanage app is highly customisable, and can be adjusted to how we want it to be.
- The Samanage app is very easy to use; it only took us around half an hour to get to grips with the basics!
- One of the things that we would like to see in Samanage is the option for tickets to change their statuses once they are updated. This would be very helpful for keeping track of the current status of our tickets.
February 03, 2016
Samanage is great!
Score 10 out of 10
Vetted Review
Verified User
We use it for IT Help Desk Ticketing, Inventory Management, Reporting, and other things.
- Inventory Management
- IT Help Desk Ticketing
- User Interface
- Ease of Use
- Reporting
- Needs more portal customization
- Small features I sometimes notice missing. Nothing major.
February 03, 2016
Samanage - Top tier ITSM soultion
Score 10 out of 10
Vetted Review
Verified User
We are currently using Samanage as our ITSM suite including the following IT functions:
- Incident tracking and management
- IT Change tracking and management
- Problem tracking and management
- IT Knowledge base (solutions)
- IT Services publish through the end user portal (IT Service Catalog)
- The interface of Samanage is clean and intuitive. Our users require little training because of the user friendly design.
- The platform is constantly upgrading through user requests in a strong community based forum. There are many active employees that consistently engage with users and future customers.
- The product is powerful and robust. It scaled well for over 42 locations with local support teams and corporate support teams.
- The workflow engine is getting a revamp, as it stands, it can do simple task assignments and approval flows. It will be nice to have more features for the workflow.
November 13, 2015
Try it youll like it
Score 9 out of 10
Vetted Review
Verified User
We are using Samanage across both IT and Maintenance. It allows us to keep tighter controls on the issues we have at 35 sites across the city.
- The resolution options are great, we can review them easily to see how other issues have been resolving.
- Allows us to report on the efficiency of the technicians and the speed at which jobs are being completed.
- The dashboard allows us to continually monitor all inventory and contracts.
- The need a mobile app. The current way of using it on a phone is not well done. It's very difficult to use the drop down lists.
- The work orders that are continuous continue to be difficult to automatically trigger.
November 11, 2015
Simple-Fast-Easy
Score 9 out of 10
Vetted Review
Verified User
We are using Samanage across the organization to log and work IT Requests. All of our users are encouraged to log requests for assistance within the system and we (IT) will work through these requests.
- Very easy to use
- Simple interface that is very fast
- Cost Effective
- Email Notifications - Ability to customize messages
- General Notifications - Ability to limit by group
September 15, 2015
Samange For The Win!
We use Samanage throughout our entire university campus. After talking with Samanage we quickly realized the benefits it provided. It could not only serve our IT department it would benefit Finance and Administration, Legal Services and Faculty/Staff. Samanage allowed us to migrate from Microsoft Access for managing campus IT Assets for more than 3,500+ devices. The robust capabilities allowed us to increase performance in many ways (quicker application, web-based access no longer required technicians to carry pen and paper to gather asset information around campus, Samanage Agent allowed quick install for pulling all computer information we needed into the portal, etc.). Additionally, we were using Excel and Access to manage campus-wide contacts and licenses. The switch allowed not only IT to benefit with the use of the Contracts and Licenses for software but Legal Services for the campus and Finance and Administration. We also used the self-service portal to allow users to track equipment assigned to them which increased responsibility and transparency. Samanage offered so many benefits, it is hard to list each one.
- Customer Support was the greatest strength of Samanage. They engaged from the start and quickly worked with us to allow us to continue using the product even after the trial period was over and we were in the process of contract negotiations. Whenever we had a question I would receive a response and someone was always eager to help and get us switched over.
- While Samanage addressed many of the problems we had there were still some features we had hoped to get from the product but were not available at the time. Samanage was transparent and open to taking suggestions for new features that would benefit us and other customers. Some of the suggestions were already being worked on and we were told if that was the case and when we could plan to see it released.
- Very flexible, from support during contract negotiations to the competitive pricing that was provided. For every service or feature we received that pricing did not compare to any other vendor. It is especially hard to even find a vendor that offers a full suite with all the modules that Samanage has.
- Would like to see reporting around purchasing. Our IT Purchasing department needs the ability to pull reports/audit equipment that was purchased and what is currently in use, surplus, etc.
- Would like to see more Asset Management around Mobile Devices or even an MDM solution. We currently have two MDM solutions for our campus and would like to consolidate to just one. Would be awesome to see this in Samange besides just tracking the asset.
- Bulk Adding Devices as placeholders until the Samanage Agent can be installed. We purchase computers in bulk and alot of times when they arrive we do not have the time to install the agent on each one to have it entered into the Samange app. We usually receive a list of Serial Numbers from our Vendor and would like to be able to upload these via CSV then install the agent once we can image the machines.
June 18, 2015
Samange is fantastic!
Score 10 out of 10
Vetted Review
Verified User
Samanage is currently being used by our IT department and also by some of our more senior people for logging particular things in the contract section.
- Asset management is a great feature, enables you to keep track of all of your kit.
- Benchmarking is a new feature which looks like a very good feature to measure ROI etc.
- The service catalogue is a feature I have been learning about and I am hoping to get it used more widely across the company.
- I recently attended one of their SLAM conventions in London and I feel confident in saying there is nothing at the moment which they need to improve on as they have it all under control.