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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

(1-16 of 16)
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Score 5 out of 10
Vetted Review
Verified User
Incentivized
  • Price
We didn't have a ticketing system and during the startup part of our company, we needed something other than emails. This was a quickly spun-up solution and got us to where we are today. Like all systems, there is a bit of a learning curve, but that's not a bad thing.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
  • Price
  • Product Features
  • Product Usability
So I'm pretty sure price was a huge factor in the deciding vote for SWSD. I didn't have an initial say in the purchase but compared to most ITSMs it was much cheaper. It also started off as Samanage and was a smaller entity before being purchased by SolarWinds recently.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Price
  • Product Features
  • Product Usability
As we are a nonprofit agency price is the number one factor that usually determines which product we can go with. Even though this package was the least expensive option that we were deciding between it is not lacking in features or functionality as compared to the more expensive options. With a limited budget we have to make sure that we are getting the best product for the amount that we have to spend and I feel that we have received a product that has exceeded what we thought we would get at that price point.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Price
  • Product Features
  • Product Usability
The basic feature set was a large part of the factor; one of the biggest pieces was begin hosted. Integrations with existing systems (i.e. Solarwinds Orion, System Center Configuration Manager, SNMP, Slack) was a small piece, but the ability to automate pieces of the ticketing processing and setting up custom forms/requests was huge, as well. As time has gone on, the features being added roughly monthly have been great, as well. Contract, asset, and and purchase orders are also a huge piece of the puzzle for my organization!
December 15, 2020

Solarwinds works for us!

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Price
  • Product Features
  • Product Usability
We were looking for a Incident management tool for our internal employees and a way to organize our IT department to work through Issues. We use all facets of Solarwinds -- particularly Incident management, Change management, Purchase Orders (this works, although could be built out better in Solarwinds), Asset Inventory, Device Management. The most important factor was Incident Management - and automation, the more automation the better as we have a slim department and efficiency is huge.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Product Features
  • Product Usability
  • Product Reputation
So many factors went into our decision but product features and usability were at the top of our list. Price was not much of a factor assuming our selected product met and exceeded our needs. Usability was very important to us, we wanted something that provided "self service" so our customers would be empowered to submit their own requests, check the status of their requests and view a knowledge base.
Christopher Fritz | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Price
  • Product Usability
The product was implemented in an organization that had a lot of attention to the cost which means the price was the most important factor. I think SolarWinds Service Desk gives a lot of value for the buck and offers great usability for the price. I would sometimes have appreciated the possibility of greater and more in depth workflows.
Scott Sokol | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Product Features
  • Product Usability
We compared a number of similar products in this space, all with similar features and similar price points. Ultimately it was the incident queue that drove us to make our final decision. We found it to be the most straightforward and streamlined of all that we evaluated. It is very easy to use for our users who do not have much experience with service desk systems.
Steven Hiersche, Jr. | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Price
  • Product Usability
Product usability should always be first and foremost. You will always have to decide on price, but if you can't use the product effectively, then it doesn't matter what it cost. Solarwinds Service Desk (Samanage) was very easy to use and navigate and it took no time to get everyone up to speed.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Product Features
  • Product Usability
  • Third-party Reviews
For me, the single most important factor in my decision to choose this product was having an agent I could install on every computer and tablet to track who last logged in, what software is installed, which printers are connected, serial numbers and more. I tested out a number of products in my search and found that Solarwinds (Samanage) fit all of my needs perfectly and more. There are options to create your own custom fields for your inventory items, I can add in asset tags for those items that are official university assets, and being able to add in the purchase date of an item is fantastic. Other products claimed to scan the network and find all of your computers, but in my case even limiting to the IP Ranges of the buildings wouldn't work because we share buildings with other departments. I needed something that I could install on our devices to track just our items. It works beautifully both in manual install and AD Deployment of the agent.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Product Features
  • Prior Experience with the Product
Prior to starting with this company in 2017, I worked at another company that used Solarwinds Web Help Desk. When I started with this company, I suggested we use Web Help Desk as our incident response system. We got a demo of the product and used it for a couple of weeks. Then, our decision makers decided to go more cloud based. So, we looked in to, and eventually purchased, Solarwinds Service Desk.
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