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SolarWinds Service Desk

SolarWinds Service Desk
Formerly Samanage

Overview

What is SolarWinds Service Desk?

SolarWinds Service Desk (formerly Samanage) is a cloud-based, multi-tenant IT service desk and asset management software for IT and enterprise service management. Samanage is on a single, always new instance of software. The service desk includes a self-service portal, service…

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Recent Reviews

TrustRadius Insights

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

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

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

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

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

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N/A
Unavailable

What is SolarWinds Service Desk?

SolarWinds Service Desk (formerly Samanage) is a cloud-based, multi-tenant IT service desk and asset management software for IT and enterprise service management. Samanage is on a single, always new instance of software. The service desk includes a self-service portal, service catalog, knowledge…

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.solarwinds.com/products/pri…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

6.9
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8
Avg 8.4
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Product Details

What is SolarWinds Service Desk?

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

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

SolarWinds Service Desk Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Service restoration
  • Supported: Self-service tools
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: ITSM reports and dashboards

ITSM asset management Features

  • Supported: Configuration mangement
  • Supported: Asset management dashboard
  • Supported: Policy and contract enforcement

Change management Features

  • Supported: Change requests repository
  • Supported: Change calendar
  • Supported: Service-level management

Additional Features

  • Supported: Self-Service Portal
  • Supported: Software and Hardware Inventory Tracking
  • Supported: Robust and Flexible Reporting
  • Supported: Knowledge Base
  • Supported: Contract and License Tracking
  • Supported: Integration with Over 200 Applications
  • Supported: Code-Free Customization
  • Supported: SLA Management

SolarWinds Service Desk Screenshots

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SolarWinds Service Desk Video

SolarWinds Service Desk Overview

SolarWinds Service Desk Integrations

SolarWinds Service Desk Competitors

SolarWinds Service Desk Technical Details

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

Frequently Asked Questions

SolarWinds Service Desk (formerly Samanage) is a cloud-based, multi-tenant IT service desk and asset management software for IT and enterprise service management. Samanage is on a single, always new instance of software. The service desk includes a self-service portal, service catalog, knowledge base, and SLA management tool. The integrated agent-based asset management solution collects contracts and licensing data from Windows, Mac, Linux, and Unix systems.

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

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

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

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Reviews and Ratings

(161)

Community Insights

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

SolarWinds Service Desk (formerly known as Samanage) is a versatile software solution that caters to a wide range of use cases across different industries and departments. Users have found the platform to be extremely valuable and user-friendly, enabling them to streamline processes and improve overall efficiency.

One of the primary uses of SolarWinds Service Desk is in IT incident management, where it provides service level agreements (SLAs) and measures customer satisfaction. It helps IT teams effectively manage and resolve tickets by centralizing ticket submission, documenting tasks, and providing real-time support. Additionally, it offers comprehensive automation capabilities for accurate tracking and management of requests.

The software is also commonly used for asset management, allowing organizations to track and manage their computer inventory and device assignment. This feature proves beneficial for various departments such as Customer Support, HR, Sales, and Facilities Management to efficiently handle inquiries, track warranties, contracts, licenses, and assets. Moreover, SolarWinds Service Desk enables users to create self-service forms and checklists for streamlined onboarding processes and makes job ticketing more efficient for media management teams.

Another notable use case of SolarWinds Service Desk is its utilization as a help desk platform company-wide. It allows employees to log tickets easily, browse knowledge base articles for IT assistance, and monitor their resolution. By cataloging and prioritizing IT requests, it assists in maintaining standardized processes while also providing transparency and records for incidents, changes, and inventories.

Overall, SolarWinds Service Desk has proven its versatility by being utilized for incident management, asset tracking, knowledge base portal access, vendor management, contract management, helpdesk operations, change management, service cataloging, and more across various industries and departments. It aids in improving efficiency and effectiveness in tackling everyday problems while minimizing interruptions and optimizing workloads.

Users commonly recommend Solar Winds for several reasons. Firstly, they suggest giving Solar Winds a try as it integrates into other applications and offers a good product at a lower cost. It is particularly recommended for small teams or teams without much IT expertise.

Secondly, users find Solar Winds to be an effective ticketing system that provides an organized and efficient way to communicate and address issues with clients. This makes it a great choice for companies in need of a reliable customer support solution.

Lastly, users suggest Solar Winds for its ability to fully manage a support shop, help IT teams streamline their tasks, and create custom catalogues and workflows. They also appreciate that it provides the necessary features to implement a small CMMS system without high implementation costs.

Overall, users believe that Solar Winds is an all-in-one customizable, hosted solution that offers integration capabilities, an efficient ticketing system, and the tools needed to manage IT tasks effectively.

Attribute Ratings

Reviews

(1-25 of 108)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
SSD is more simplified than N-able MSP Manager. MSP Manager does seem to handle invoices better and is more robust. The screens are more complex but it takes time to get used to them. We went with SSD because it was easy to use without training. After completing the settings, it can be used right away.
Score 9 out of 10
Vetted Review
Verified User
BMC FootPrints lacked some of the functions we needed and were a little more cost-prohibitive. Ivanti had more of the things that SolarWinds provides but at a higher cost.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
In comparison to other solutions available, SolarWinds wins when it comes to supporting customers. Also, it is easy to set up and provides a user-friendly interface for the employees. In addition to that, It provides a variety of features like incident management, reporting, etc making it a better solution than other solutions available.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
SolarWinds Service Desk has been a good fit for what we were looking for at the time. There are some issues with the support of the system after it has gone through acquisitions, etc but that seemed to be getting better. It would say that documentation and training could be better and look at the workflows of the users that work in their system.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow is definitely the leader in this space and I've used it at a prior company. It has a lot more integrations and modules. Samanage is good for newer or smaller shops that need something.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Solarwinds has a much better UI than Remedy. It's more modern and flows better than the older "Windows 95" view of Remedy. Spiceworks does offer a modern UI but is lacking on a lot of features that are considered basic for ITSM related tools. Spiceworks does work very well for smaller companies that need but the core functions of ITSM.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Prior to Solarwinds we had been using Spiceworks that resided on a local server. They both had the basic items that I needed to have but Spiceworks was local so I would only be able to connect when I was in one of the offices or connected through my VPN. Spiceworks was not as easily managed and configurable as Solarwinds and for the Spiceworks configuration, we spent a week or 2 getting it configured. Several times we had the Spiceworks service fail, which caused us to have to troubleshoot and search forums for answers as it is freeware so no true support.

WebTitan we only watched an online demo so we really never got any hands-on time with it. From what I saw it was very similar but since it had a higher price-point we haven't pursued any further any evaluations.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
As Solarwinds Service desk is completely hosted, it removes the need to commission one or more servers and database(s) which also removes quite a bit of overhead for the IT department to manage and maintain. Also, the operating system, database, and software updates are a thing of the past once the hosted platform is adopted completely. A few detractions of the hosted model are as follows:
  • If the Internet or network connectivity is lost, so is the access to the ticketing system.
  • There is little control over maintenance windows or problems that may affect the system.
  • Customization is not an option beyond the controls provided by the platform.
  • Feature additions are somewhat random and not under your company's control.
Maria Coelho | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Jira Service Management (Jira Service Desk)
It is more efficient than other tools. Through this tool, I have enabled my team to better assist the end-user by focusing on the services rather than being stuck on any technical issue. I am easily managing the queries by tickets and through the help of its trouble managing features.
Ali Kazempour | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
SSD has more features and simplicity in implementation, and working with it is very important to us. It is also very reputable in terms of company security and safety. Helpdesk software should be designed user-friendly in mind. The SolarWinds desktop is created in the cloud and works in the secure cloud, and is constantly updated for usability and performance.
We looked at different platforms, most of them were limited and must buy a separate plugin and module for every common feature, but SolarWinds has all the basic features as standard and by default.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Solarwinds Service Desk is much more intuitive, user-friendly, and modern than the service desks we have used in the past. It offers additional features and is a lot easier to navigate. We selected Solarwinds Service Desk because we were looking for a change and a way to positively increase customer service and our offerings.
Christopher Fritz | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Samanage is much simpler to implement in a medium-sized organization of around 100 employees. Other software easily gets more complex, and would have taken too much time for an end user to learn as well as inexperienced IT gurus. Price etc also has a say, and with Samanage you will find the biggest expense when you look at the admin users, and not the end user license.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
When we transitioned to Solarwinds Service Desk, it was the only hosted service that was HIPAA compliant. Having a HIPAA-compliant solution was a requirement to allow us to support our health care clinics.
Sebastian Pereira | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • JIRA Service Desk,Salesforce Service Desk,ServiceNow
Above all, the Samanage Sales rep provided me with everything I need, which in comparison to the others made a huge difference at the end. ServiceNow is too expensive, and the sales rep quickly put me out of their target. JIRA Service Desk didn't provide clear information about their product and I felt they didn't give me enough attention in my evaluation process.
Chris Peters Sr. | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I previously used Sales Logics but have not in quite some time. I decided to purchase and utilize SSD and find it very valuable and beneficial to my organization. It's functions and capabilities have proven to be very useful for my staff and organization. I am about to renew again very soon.
Steven Hiersche, Jr. | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • ServiceNow, SysAid and BMC Track-It!
We looked at ServiceNow, SysAid and Track-It! and Samanage came out on top because it did everything well. The other three were all more proficient in some things, but they were not a complete package.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We had Spiceworks and we were limited by functionality, customer service, and program updates. We selected SolarWinds Service Desk because the software had all the functions that we needed in 1 program. We had several meet and greets and demos with their sales team. The way they listen to their customer's needs you can not beat. The company is always striving to help make the software user-friendly and efficient.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We chose SolarWinds Service Desk for its user friendly platform compared to what we had. Its was easier for requestors to submit tickets, provide feedback, merge tickets, build a suitable approval process.

Our organization had a hard time going back and forth with the end user on providing a status on their request or issue, where most users just didn't follow through or lost interest in their issue. We would have to send multiple emails to get any type of feedback and that's something we did not want to keep on doing.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are using SolarWinds Service Desk because it was here and already integrated with our computer management inventory. We also have access to Footprints, which is used campus-wide, but SolarWinds Service Desk is better for us. It is easier to use and is connected to our inventory management.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
SolarWinds Service Desk is the first paid tool we choose to buy. Before that we tested the OTRS ticketing system (open source version) but it was nowhere near the SSD. Service Desk has lots of features and is a robust tool and best choice for service-focused organizations.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
SolarWinds pricing packages allowed an easier entry into the system, while others had either large upfront 'setup' fees. It was branded Samanage at the time, and it was able to offer the necessary features with an intuitive UI, reliable web-based hosting through AWS, a good amount of interface customization, and scalability by only paying per agent.
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