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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%
Pricing
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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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For the latest information on pricing, visithttps://www.solarwinds.com/products/pri…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- 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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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!
- 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 108)Companies can't remove reviews or game the system. Here's why
May 06, 2020
ITSM-focused Help-desk Solution
Zoho has a multitude of products that may be great for some companies, but I found the product didn't feel like it was polished or done well. More of a Jack-of-all-trades, master of none.
Freshdesk and Zendesk had a lot of modern features but lacked the ability to host multiple companies/domains under one help desk. They also lacked the ITSM framework, which was a huge plus in my decision making.
Freshdesk and Zendesk had a lot of modern features but lacked the ability to host multiple companies/domains under one help desk. They also lacked the ITSM framework, which was a huge plus in my decision making.
May 06, 2020
SolarWinds is a great tool for us to manage our IT assets and provide excellent help desk support
I am a former ServiceNow and BMC Footprints administrator and am very informed on Service Desk software. Samanage was chosen because of its ease of use, ease of management and reasonable cost. It gives our organization exactly what is needed - no extra bells and whistles that can end up costing $$ in the long run.
May 06, 2020
Solarwinds Service Desk Review
Mainly, I found Samanage less complicated and easier to use right out of the box. No on-premise servers were required and no expensive was training needed.
May 05, 2020
Solarwinds Service Desk Review
Remedyforce is very expensive for our organization.
May 05, 2020
One Service Desk to rule them all.
We first used Freshdesk several years ago and moved to Zendesk because the features were not where we needed them to be. Moved from Zendesk to Desk.com because we wanted to integrate with Salesforce and Desk was included in our contract. Desk.com was discontinued and we needed to find another solution moving forward. Solarwinds Service Desk met a lot of our needs and their customer support and price-point were big purchasing factors.
May 05, 2020
Solarwinds Service Desk
Each application has its own good part and not so good parts. We chose Solarwinds Service Desk because our iSupport license was expiring and we thought we would try something different.
May 05, 2020
Great product
I like Solarwinds Service Desk because of the ease of use and the response time from the support staff.
May 03, 2020
Best Service Desk Management on the Market!
So much better. Ease of use and simplicity are key for me in an ever-changing work schedule. SolarWinds fits the bill perfectly for me!
Evaluated: Zendesk. Previously used Kayako as an on-premise solution. We wanted something to help us streamline processes and asset management was very important to us. Zendesk does not include asset management.
It offers easier report generation, better GUI, and better customer support service.
May 01, 2020
Nice platform at a cost
Each platform has unique features. Solarwinds allows for us to leverage the platform between different departments and that was needed for our company.
May 01, 2020
Solarwinds Service Desk Review
For the most part, Solarwinds Service Desk and SolarWinds Web Help Desk are basically the same. Both are extremely customizable, have incident and asset tracking functions and have reporting functions. I believe the kicker was the fact that Solarwinds Service Desk was already cloud-based. Solarwinds Service Desk also has a more friendly interface.
May 01, 2020
Best Ticketing Tool on Market!
It is the best among them all. No other ticketing system is so simple yet powerful. I have used Spiceworks and Salesforce, but those are a bit bloated and not as clean as Solarwinds. Also, with Solarwinds, it comes with great data and information to dive deep into getting statistics on agent stats.
April 28, 2020
Solarwinds Service Desk
Cost-efficient
I have used several different ticketing systems in my career and Solarwinds Service Desk stands as being one of the better applications. I have no plans for changing the ticketing system at this time.
April 28, 2020
Solarwinds - When you need a complete Service Desk
Solarwinds Service Desk is a far superior product to my experience with Connectwise. Connectwise, at the time, did not have ITIL inventory management or very good time management built in. You had to purchase add-ons. Furthermore, it was very buggy and crashed repeatedly. Service level was nowhere near as good as Solarwinds.
Zendesk was very stable but, again, did not manage hardware inventory or do a very good job of change management. Also, reporting was very much an Ad-Hoc service as you had to write your own query. I even had to develop my own measure for time spent on a ticket so I could report time back to my companies. I felt this was a serious flaw in the system.
April 27, 2020
Great for inventory management
Currently evaluating LogMeIn Central as a replacement for multiple services including Samanage. Central is a complete remote management tool with inventory capabilities optional. If I only needed inventory tracking I'd stick with Samanage alone.
We are also using Intune for deployment, which has some inventory capabilities as well. It does not satisfy all of our requirements on its own.
We are also using Intune for deployment, which has some inventory capabilities as well. It does not satisfy all of our requirements on its own.
April 27, 2020
Great product, easy to use and manage
- Dude Solutions Help Desk (formerly SchoolDude)
By far better than any other ticket system that we have used in the past 20 years.
April 27, 2020
SolarWinds Service Desk review
Solarwinds Service Desk was a significant improvement over the Spiceworks freeware primarily due to the ability to auto assign tasks based on Category and Subcategory. The ability to lay out simple workflows and business rules is what really differentiated the system for our team. The usage of this quickly expanded beyond its original scope and is now used by many departments to manage decks of tasks.
April 27, 2020
The best service desk I've ever used
We wanted a software-as-a-service (SaaS) offering that was easy to deploy and also had features we knew we wanted in the longer term. SolarWinds won out due to the ease of forms-and-workflow through its Service Catalog and the integrated asset inventory.
April 27, 2020
great ITSM platform! cost effective and easy to use.
SWSD was more cost effective and easier to administer and manage. Easier reporting functionality.
SWSD didn't require a dedicated programmer/developer or a specific skill set to administer.
Reporting functionality is very easy to use. Doesn't require you to create SQL statements to get the information you need. Pretty much point and click. The reporting allows you to easily drill down into the detail.
April 27, 2020
No regrets choosing Solarwinds Service Desk
Score 9 out of 10
Vetted Review
Verified User
April 26, 2020
Didn't meet expectations.
- GoldMine and ServiceNow
We will be selecting another service provider over this source.