SolarWinds Service Desk Reviews

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144 Ratings
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Score 8.4 out of 100

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Reviews (1-8 of 8)

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December 09, 2020
Sebastian Pereira | TrustRadius Reviewer
Score 10 out of 10
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Users and Roles

94 - The main set of users are portal users, mainly developers and people from projects. Then we have people from different support areas, middle managers and upper managers that consume reports, and then we have a small set of IT agents that uses most of its features. We can also mention that we have also users that might not interact with the system directly but through the Samanage agent.
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December 08, 2020
Chris Peters Sr. | TrustRadius Reviewer
Score 9 out of 10
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Users and Roles

3 - I have a small IT department of three people including myself. It however is very beneficial and easy to use. I wanted a SAAS application available from anywhere. Having that in place prior to the work from home / Coronavirus change was very beneficial to have in place. I am glad i Shose SSD
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September 15, 2020
Connie Inman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Users and Roles

4 - The four of us that mainly use the Service desk are Technology Infrastructure, also known as Desktop Support. We provide support for the university library faculty and staff. We have one department lead, a supervisor and two non-exempt staff and all of us use Solarwinds Service Desk (formerly Samanage) equally.
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May 01, 2020
Treyce Miller | TrustRadius Reviewer
Score 8 out of 10
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Verified User
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Users and Roles

19 - We primarily use Solarwinds Service Desk as an incident response system. We have it linked to our IT email so that it automatically creates an incident when IT receives an email. We also use the asset management section of Service Desk to keep track of our assets and assign them to users or locations.
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May 01, 2020
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Users and Roles

1 - Right now I am the only one who utilizes this in our IT Department for ticketing purposes and documenting.
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Feature Scorecard Summary

Organize and prioritize service tickets (96)
9.2
Expert directory (57)
7.2
Service restoration (58)
6.7
Self-service tools (86)
7.7
Subscription-based notifications (68)
8.1
ITSM collaboration and documentation (76)
8.1
ITSM reports and dashboards (87)
6.5
Configuration mangement (74)
7.0
Asset management dashboard (81)
6.9
Policy and contract enforcement (63)
6.8
Change requests repository (64)
8.5
Change calendar (44)
7.4
Service-level management (72)
7.7

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

Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureService restoration
Has featureSelf-service tools
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureITSM reports and dashboards

ITSM asset management Features

Has featureConfiguration mangement
Has featureAsset management dashboard
Has featurePolicy and contract enforcement

Change management Features

Has featureChange requests repository
Has featureChange calendar
Has featureService-level management
Additional Features
Has featureSelf-Service Portal
Has featureSoftware and Hardware Inventory Tracking
Has featureRobust and Flexible Reporting
Has featureKnowledge Base
Has featureContract and License Tracking
Has featureIntegration with Over 200 Applications
Has featureCode-Free Customization
Has featureSLA Management

SolarWinds Service Desk Screenshots

SolarWinds Service Desk Video

SolarWinds Service Desk Integrations

Zendesk Support Suite, OneLogin, Zapier, Google Apps, Salesforce

SolarWinds Service Desk Competitors

SolarWinds Service Desk Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No

SolarWinds Service Desk Support Options

 Free VersionPaid Version
Phone
Email
Live Chat
Forum/Community

SolarWinds Service Desk Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Countries:All
Supported Languages: Support for 40+ Languages