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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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Product Details
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- 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
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July 09, 2021
A Service that Really Helps Service Your Support!
Our organization is replacing an aging and incorrectly implemented ticketing system with Solarwinds Service Desk in a phased fashion. We currently have the Service Desk, administrators, and Security Team using the product with plans to roll it out for more groups very soon. We have been using the Incident, Problem, Solutions, Assets, Service Catalog, Contracts, Purchase Orders, and Vendors sections. This service has helped roll out service level agreements, Asset Tracking, and much more that we were unable to utilize or provide before implementing this product in our organization.
- Incident Management
- Solution Catalog Offerings
- Vendors
- Contracts
- Asset Management
- Portal Usage
- Email-to-Tickets processing
- Notifications
- Solarwinds Orion Integration
- Dameware Remote Everywhere Integrations
- Microsoft System Center Configuration Manager integration
- Problem Management
- SLA Management/Notifications
- Custom Report Building
- Slack Integration
December 11, 2020
Samanage -- A semi flexible easy to learn service desk tool.
We use it as an IT Ticket system across all departments, where the IT department is the administrator and facilitator. We have managed to get an overview of IT Issues with more, as we also have integrated the self-service system very well and actively will be working on our knowledge database. It gives our upper management an overview of what we're doing in IT and what kind of workload we have. The creation of self-service forms gives an option to streamline processes and make onboardings easier with a checklist.
- Flexible creation of self-service forms.
- Simple user management.
- Nice user community.
- The dependent drop down in the self-service forms could be made more flexible. It's only possible to do one dependent drop down.
- The multi-department choice isn't available when creating self-service forms. That would be a nice addition.
- No proper inventory list on user basis functionality.
November 20, 2020
SolarWinds Service Desk is the ticketing software you NEED!
SolarWinds Service Desk in our organization is being used for issues dealing with technology and service request/tracking pertaining some work orders in our industry. SSD is used throughout our whole organization. Biggest issue SSD addresses is approval emails going to the right person. There is no need to open up SSD to approve a request. Most user[s] are able to reply the the "approval email" and go on about their work. Also, Service Request Forms are easier to track by building a process that best meets your organization's needs. You are able to build a checklist type of process for [a] hardware request, or even when hiring new employees.
- Built-in email replies.
- End-user feedback.
- Chat feature.
- Programing the "Service Request" process commands: if, and's, or.
- Being able to edit the "Forms" layout including Home Screen of SSD.
- Last view issues or editing the view you're in when you're an admin.
September 15, 2020
Great Service Desk option for IT Management
We use SolarWinds Service Desk to keep up with help tickets from our users. Now, especially with working from home during the COVID-19 pandemic, it has been increasingly helpful to keep track of who has needed help and who still requires assistance.
- Custom Categories
- Time worked on each issue
- Comments and information fields so we can keep track of work done
- Would like previously used tags to appear as options when tagging new tickets
- Would like to be able to add multiple assignees to a ticket
August 19, 2020
Best ticket management system for service providers
In our organization, we are currently using Solarwinds Service Desk as our primary ticketing system to escalate and handle IT security incidents with customers. Not only for incidents but also for the service request, problem & change management. It improved our response time and allowed us to address problems when we have to go and track down communication. It has also allowed us to set up a self-service portal and a knowledge base for common problems. The SolarWinds Service Desk has been a great solution and provided excellent tools for our service ticket management.
- The user interface is really simple, even new user can adapt to the tool quickly.
- The SLA Monitoring system is really useful to know how we're performing. That helps us to give timely service.
- The Solarwinds Service Desk supports lots of integrations with other systems and they are constantly adding more.
- The email integration need to be improved, tools like Microsoft Outlook for requesters who still use it as a means for creating a ticket.
- Should have some sort of sound notification that could be configured with the program to allow audio alerts.
- Can't disable the email notifications based on categories. Creates problems when closing tickets from customers.
May 15, 2020
Solarwinds Service Desk brings people together!
We started off using Solarwinds Service Desk in our IT department as a replacement for TrackIt to keep our knowledge base and track incident response. Soon after implementation, we brought in our Facilities Services, Document Services, and Office Services groups, built out service catalog items for those groups, and opened our self-service portal to the entire firm. Having these different service areas linked in the Solarwinds Service Desk has broken down silos between departments. We look forward to bringing in other departments such as Accounting, HR, and Marketing in the future.
- Communication - public and private comments on incidents keep technicians and requesters in touch throughout the life cycle of an incident.
- Accessibility - there are multiple ways to engage through the service ranging from entering tickets, chat, and having email directed to auto-create incidents.
- Self-service - users can request help or services, report problems, and look up information from the knowledge base without assistance, which lends to a more informed and self-sufficient workforce.
- Service - it's easy to communicate questions or problems to Solarwinds Service Desk support and they are generally very capable, responsive, and willing to escalate feature requests.
- Service Catalog - it's impressive how much you can accomplish when building out a catalog item; however, there is room for improvement as you cannot go too deep into conditional logic. For instance: building out a request for travel where a user might want to select one or all of hotel, air, and car can only really be effective for one of those items. You'd have to create three separate catalog items, which makes no sense. I believe they'll remedy this shortcoming eventually, though.
- Change Management - the communication within change management isn't as polished as it is in the incidents module. Notifications do not fire when expected. There has been a recent update to change management, so this may have improved.
- Reminders - when a task is created and a due date applied, an email with a calendar reminder is sent. The .ics reminder is clunky (not editable) and has to be actively added to one's 3rd-party calendar program. Reminders and notifications WITHIN Solarwinds Service Desk could be far more robust for agents and task-users.
We are using Solarwinds Service Desk across our whole corporation, this includes approximately 750 users. Solarwinds Service Desk is the first stop for any issues or requests our users have. We log every issue or request fr tracking and auditing purposes. It is used to follow an employee and thier equipment from the hiring process through the termination process. We also use it to track all of our software and hardware assets.
- Solarwinds Service Desk is so customizable. Pretty much anything you can think of you can do with it. The interface and what you can do with it is very powerful.
- Solarwinds Service Desk has lots of integrations with other systems and they are constantly adding more.
- Solarwinds Service Desk has very strong reporting capabilities. Because of everything it indexes, you can report against literally anything.
- Solarwinds Service Desk can have a steep learning curve. We came from an older help desk system that was not as feature-rich so we struggled to understand all of the features at first.
- Even though Solarwinds Service Desk is very flexible there are still areas that we wish we had more control over. Things like renaming fields or rearranging certain layouts can be challenging.
- Implementing Solarwinds Service Desk can be a daunting task. The hours they provide for help with the initial configuration is definitely not enough, you'll need more.
May 11, 2020
Solarwinds Service Desk Review
We are currently using Solarwinds Service Desk as an inventory, purchasing, license tracking tool, but have also previously used the ticket system portion as well. We started using it as our IT department only and it spread throughout our nursing organization.
- Asset Management
- Software Management
- User Interface
- Very Limited Customization
- No test environment
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.
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
April 27, 2020
great ITSM platform! cost effective and easy to use.
We are utilizing SWSD not only in IT but for HR and a couple of other departments that use it for work order intake. In IT we are using most modules: Incident, Problem, Solutions (Knowledge), Change and the Service Catalog.
Using SWSD allows us to stop trying to work through email. It gives us visibility into our workload and who's taking care of what.
- Automations: we use automations to direct tickets to the appropriate team for resolution versus having tickets come in to one team and waiting for reassignment. Time saver.
- User portal: the portal allows us to offer solutions to the end user without them opening a ticket.
- Smart suggestions: offers possible request forms or solutions based on what they type in the search bar. Great self help assistance.
- So far we've been pretty happy with the product. I can't think of anything specific.
December 05, 2019
Solarwinds meets our issue tracking needs
We use Service Desk to track incidents, change requests (hardware and software), and computer inventory. We also track some HR issues.
- Never forgets an open issue.
- Tracks change in status over time.
- Displays inventory of open issues.
- Helps identify items to recover when person leaves agency.
- It provides links that fail when the user does not have permission. The link could be suppressed.
- The Incidents and the changes could be better integrated to prevent duplicate data entry.
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.
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.
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.
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.