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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 …
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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…
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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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- Competitors
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- 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
(51-75 of 118)Companies can't remove reviews or game the system. Here's why
May 07, 2020
Service Desk at its best.
At Affiliated Foods, we use the Service Desk to help manage the work requests in IT. From user profile requests, password changes, new hires, office moves, break/fixes, software updates or breaks as well as managing our purchase orders, vendors and contracts. We also manage our assets such as PC end points and other assets like iPods. Most of our IT staff uses it daily including myself.
- Asset tracking - ability to track end points and software and other assets.
- Incident tracking - workflows to track time and progress of incidents.
- Purchase Orders - Vendors and Po creation and storing and ability to add documents.
- Workflows - New hires, office moves, etc... give multiple tickets for different techs to complete requests.
- Documentation / How-to's of workflows.
- Additional customizable fields on Assets that can be used for reporting/tracking.
- More fields in Location for use of Store name/Address/City, etc...
May 07, 2020
Low cost and easy to use
We are using SolarWinds for our entire organization. It works well and was an easy-to-learn system. We are using it for our employees to submit tech tickets which require repair.
- Easy portal to manage.
- Quick customer support.
- Low cost.
- It works well for our needs.
May 07, 2020
SolarWinds Service Desk is Great for Small Business, Lacks Intelligent Workflows and Automations
My company uses SolarWinds Service Desk across the entire organization, being used by 800+ employees. The primary purpose for using Service Desk is for information technology issues and requests. Employees can report issues with their computers, the network, servers, etc. and can request new hardware, software, password resets, new accounts, permissions, and anything else supported by the information technology department.
- Self-service portal.
- Simple setup and configuration.
- Ease of use.
- Asset management.
- Workflows.
- No canned responses.
- Ticket details are on multiple tabs instead of one page.
- Automation rules are limited.
May 06, 2020
Service Desk: great features at a good price
The application is primarily used for handling inbound IT requests from across the Enterprise. We also have other non-IT related departments that have been able to use it to manage their own business requests. We find that Service Desk helps us to organize our work, utilize skill based routing, manage priorities, provide greater visibility and coverage (from management and other team members), and provide reporting and metrics that we didn't have before.
- Very easy to setup.
- Training end users and people working requests is easy.
- Good customer service and support.
- Lots of features.
- Service catalog forms are limited, it would be better if you could do some formatting or arranging to make it look better to the end user.
- Today there is an agent that is deployed to every workstation, which provides asset inventory. However we don't know what we don't know. I would prefer agent-less integration to see all of the workstations on my networks. Right now I don't know what I am missing, and agent versions change.
- Ability to integrate any remote support application into Service Desk, so and end user could connect from the ticket, chat, or portal to start a remote session.
May 06, 2020
Solarwinds Service Desk
Solarwinds Service Desk is used by the entire organization to manage helpdesk tickets and tasks for different departments. We created custom workflows to fit departmental needs.
- Helpdesk Ticket management
- Reporting
- Custom forms
- Custom Catalogs
- Project management
May 06, 2020
ITSM Out of the Box
We use Solarwinds Service Desk for a number of activities in our organization. These include, incident and change management, service catalog requests, and inventory monitoring. Currently, we use it mostly in IT but have recently started using it with compliance and have plans to move its use into other areas where task-based work is done that can benefit from workflow and scheduling.
- Incident Management - tracking categories/sub-categories by site or organization. Notifications to the user as well as those cc'd on the incident
- Change Management - allows for standard identification of change, test and rollback plans, tasks and some workflow with approvals
- Inventory allows for risk identification, asset tag activities, one can see what software is installed, associate incidents with that asset
- Reporting is in my mind a bit basic
- API needs some work also. Why can I not create a saved report and then execute that report from an API call?
May 06, 2020
ITSM-focused Help-desk Solution
We are using Solarwinds Service Desk in our IT department to service our organization. It's our ticketing, problem, and change management ITSM system.
- Multiple methods that our employees can open and monitor incidents.
- Easy to use app for the IT team to keep up to date with incident status.
- ITSM framework is logical and well thought out.
- Works extremely well "out of the box".
- User portal is a bit dated, needs to be brought forward from 2005.
- More guidance of how to maximize the AI for smart suggestions.
All incidents and service requests for IS are reported in Solarwinds Service Desk. Records are most often opened by IS staff, however, we have a few employees that prefer to use the portal and submit records themselves. Solutions are also available to both employees and IS staff for knowledge base articles. In IS, we are using the Problem and Change modules of Solarwinds. Solarwinds has really helped us document issues and changes effectively and efficiently. IS also utilizes the inventory portion of Solarwinds to document all our desktop and laptop computers. Solarwinds Service Desk has enabled me to really pull information from our incidents and requests which has helped guide decisions. We have also improved our communication with end users through the use of automated emails and the portal.
- Solarwinds Service Desk is easy to use. We had to do only minimal training to institute Solarwinds throughout our organization.
- Solarwinds Service Desk categorizes our incidents, which makes it much easier for management to make decisions on training needs for our employees.
- Solarwinds Service Desk allows us to track the details around our incidents. This has helped in problem identification and certain improvement justification.
- Incident creation flow could be improved. The incident creation form is organized well, however, it requires a lot of mouse use. It would improve ease and help reduce omitted information if a staff member could tab through all the fields in the order in which they are positioned.
May 06, 2020
SolarWinds is a great tool for us to manage our IT assets and provide excellent help desk support
We use SolarWinds Service Desk to manage and track our IT inventory as well as manage help desk requests from our staff.
- Tracking help desk requests.
- Managing IT assets.
- Tracking problematic IT hardware.
- Could be easier to search through help desk requests.
SolarWinds is being used for Incidents, Contract Management and Inventory by the IT Department. Until we had Samanage, IT had no way to track service requests or document outcomes. Now we have established benchmarks and can provide metrics to our Executive Team to document growth and technical trends.
- Incidents - the bread and butter of an IT department. SolarWinds has an easy-to-use configuration. Training takes minutes.
- Inventory is excellent. If technical equipment is purchased, it gets tracked in SolarWinds and we can easily track items, even if they've been assigned to other staff.
- Changes in Incidents should be fully disclosed before dev releases them. Many times we started on a Monday and found things were turned around and it took us awhile to find what we needed and get used to the new setup.
- Reporting really needs to be more robust. We can pull some canned reports that can be used in meetings, but for IT staff who need to get specific information quickly, that doesn't happen.
We are currently using it to manage our IT Department - Incident Management, Change Management, Contracts and Vendors.
- Ease of use - everything is fairly straightforward; not a lot of clicking around.
- Ease of management - I can make changes in production without reboots/downtime.
- Portal - can customize to what users want to see.
- Reporting - not as robust as I'd like to see it.
- Incident Management - would like to see user history while working on new ticket.
- Dashboard - would like to be able to customize with more options than what is given.
May 06, 2020
Solarwinds Service Desk Review
Used mainly for the Asset Management portion. We track our notebooks, PC servers, and virtual Servers by Serial numbers, warranty, age, specs, and software licenses. It can also track licensing contracts and maintenance renewals. It also tells us what users are associated with each piece of equipment along with who is currently logged on to each machine along with the current IP.
- Track assets.
- Track warranties.
- Track maintenance contracts.
- Track user and equipment locations.
- Better reporting.
- Easily querying of data
- Better support
May 05, 2020
Solarwinds Service Desk Review
We experienced some growing pains in the beginning but came up with several improvements to the product that have allowed us to begin to use it more effectively. We have expanded to use more of the chat function, which has been especially helpful during this pandemic, and we look to expand our use of workflows within Solarwinds to streamline processes with added accountability.
- Help Desk
- Work Flows
- Inventory
- Reporting
- Rights & roles management
May 05, 2020
One Service Desk to rule them all.
We use the Solarwinds Service Desk across the company for incident and service requests. Departments currently using the Solarwinds Service Desk are Information Technology, Loan Support, Loan Application Support, Facilities, CRM/Salesforce Team, Development Support, Telecom Department, and Marketing. Each of these departments works on different requests so having it all in one system integrated saves a lot of back and forth and decreases the resolution time.
- Ease of use
- Automation
- Collaboration between departments
- Agent User Interface (been consistently improving though)
- Portal customization
- Automation
May 05, 2020
Solarwinds Service Desk
Solarwinds Service Desk is used across the whole organization. We use it for application assistance/issues, onboarding, offboarding, user security changes, hardware/software issues, change control, and procurement tracking.
- On-boarding, so we do not forget any steps
- Off-boarding, so we do not forget any steps
- Change control for tracking system modifications
- Resolving and then closing a ticket--I wish we could just close, without having to resolve first.
- I wish custom reporting was easier.
- I wish automation allowed for multiple key words, such as "key word = this, or key word = that."
May 05, 2020
Great Product, Great Price
We are using Solarwinds Service Desk to manage IT hardware inventory and help desk ticketing.
- Inventory management
- Ticketing on PC and mobile
- In-platform communication
- Poorly compartmentalized feature set. Could be better broken out
- More mobile features
May 05, 2020
Great product
Solarwinds Service Desk is being used by the IT and Engineering Departments.
- Reporting
- Ease of Use
- Great support staff
- Survey reporting
- Reporting layout
- Dashboard
May 03, 2020
Best Service Desk Management on the Market!
It is being used organization-wide to cover all facilities/maintenance needs/requests.
- Populates standard emails into service tickets.
- Non-daily user ease of use.
- Makes organization or tasks simple.
- Better PM interface.
Currently being used to accept tickets in IT, Marketing & Communications, HR & Recruitment, Payroll, Safety, and Building Maintenance. Users from across the organization have access to submit tickets and service requests. Business problems solved: streamline onboarding/offboarding of employees in collaboration with HR/Payroll teams. Portal for submitting requests to all departments to manage requests more efficiently. Service requests built with approval processes to save time. Inventory is also being used to track computers. I will definitely be renewing and recommending it to others.
- Approval processes can be built into service requests.
- Inventory management: lifecycle tab, can attach/link computers to tickets.
- Can tag other departments who don't have access to a category and provide access to the ticket via the tag. Excellent for collaboration.
- Closing tickets: can't disable email notifications based on categories. Creates problems when closing tickets from vendors.
- Service requests: no ability to add tasks.
- Service requests on the portal: Format could be more user-friendly when submitting these.
May 01, 2020
Solarwinds Service Desk Review
We are currently using Solarwinds Service Desk as our primary IT ticketing software. The product is used throughout the whole organization. It has vastly improved our response time and allowed us to be more thorough with the end users as far as addressing problems goes. It has allowed us to properly assess situations as well as communicate if the problem can not be fixed of if other measures need to be taken. Without the software, we would be left using multiple other means to do this, which would cause to much of a headache and lose a lot of valuable time. Especially now the healthcare professionals at this clinic need something fast and easy to get their problems solved.
- My favorite thing is the options of closing or holding tickets and allowing the end-user to see this in real-time.
- The product is web-based, which allows for ease of use anywhere.
- The pricing is not based on the number of end-users, which is great for a big organization.
- The product does make users log in, which can be a hassle sometimes as we all know people forget passwords all the time.
- The product still lacks a viable chat feature.
- The mobile version is a bit clunky and hard to use even for an IT professional. And the end-users are unable to use the web version altogether.
We use Solarwinds Service Desk to monitor customer applications and display current statistics to stakeholders. It is used for the TCS Enterprise Cloud Project--monitoring and visualization of applications.
- Multi-tenant support
- All kinds of graph and charts are available.
- Very customizable
- Very interactive
- Very visually appealing
- Could be more user friendly
- Steep learning curve
- Graphs are not vertically resizeable
May 01, 2020
Nice platform at a cost
We use Solarwinds Service Desk throughout our organization. The platform allows us to monitor work coming into each department and gauge problems that arise. We can easily pull reports to track the number of tickets and areas they tickets live in. Departments that use Solarwinds include Accounting, Compliance, Talent Management (HR), Talent Development (Training), support departments for sales, and IT. We've been able to cut down on calls flowing through different areas and can reference old tickets to see how frequently an issue happens.
- Ease of Use
- Filters
- Branding/Customization
- Time Tracking
- Customization of Changes
- Faster Support
May 01, 2020
Solarwinds Service Desk Review
We are currently using Solarwinds Service Desk as our IT ticketing system. We also use Solarwinds Service Desk for asset tracking. We are only using it for our IT department, but are planning to implement it for other departments in the future. The reporting features allow us to see which problems we have most often and allow us to prepare better to correct them.
- I think the interface (Incidents Page) is easy to use and very customizable.
- Reporting is easy to understand, and there are many pre-built reports that can be used without the user having to do much.
- The asset tracking system allows you to create assets and assign them to particular users or locations. You can also add custom fields to make sure you have all the asset information documented.
- I think the filters for the Incidents can be a little buggy (sometimes shows closed incidents when on the "Active Incidents" filter).
- The reporting section was updated recently and is now much harder to navigate when trying to create custom reports.
- If Service Desk doesn't have a function that other incident systems may have, it can take a long time (or be impossible) to have those functions added.
May 01, 2020
Best Ticketing Tool on Market!
I purchased Solarwinds Service Desk as I have used it when it was Samanage, and it is the best ticketing tool I have used--very clean and not bulky. Good information to sort through as well as metrics to track information. Solarwinds is above and beyond other ticketing software I have come across.
- Ticketing and Documentation
- Tracking Assets
- Ease of Use
- Occasionally crashes for a few minutes which is on Solarwinds end.
- Software crashing interupptions
April 28, 2020
Solarwinds Service Desk
Solarwinds Service Desk stores all the IP addresses and computer names for us. We also put incidents on this software to record everything. Furthermore, it offers HR functionality so both IT and HR departments are using it. It makes the hiring process much easier. The IT department knows in advance what a new hire would need.
- Computer management
- Incidents recording
- HR module
- User interface