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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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- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
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- 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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(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
(1-25 of 118)Companies can't remove reviews or game the system. Here's why
November 30, 2022
SSD is Simple and Easy to use
- It keeps track of client correspondence.
- It keeps track of time spent completing a tasks.
- It allows the creation of a list of tasks needed for a project.
- It is good for assigning tickets to employees.
- The reporting functionality can be better for creating invoices. It would be great to make a monthly invoice at the click of a button. Creating invoices in this system can be time-consuming.
- When customers create tickets, sometimes the tickets are missing information which can cause inaccurate reporting.
- When you create a filtered view and then read or edit a ticket from the filtered results, there is no way to get back to the filtered list of results. You have to build the search/filtered list all over again.
June 29, 2022
Very good product. All in one solution for helpdesk.
- Helpdesk management
- Agentless inventory
- It could be more customizable. Need to be able to custom name fields and sections.
- Could be better integrated with hardware with embedded serial numbers.
- Email receipt is occasionally laggy.
May 30, 2022
SolarWinds is a homerun!
Score 9 out of 10
Vetted Review
Verified User
- Reporting
- Service Catalog
- Integration (SSO, Zapier, etc.)
- Increasing Procurement Capabilities
May 05, 2022
SolarWinds: a good choice for municipal IT teams
Score 9 out of 10
Vetted Review
Verified User
- Ease of use and configuration
- Automated computer inventory
- Excellent support to help with customization of the product to meet each customer's needs
- Scalable in terms of some very helpful automation features
- Printer inventory via Discovery Agent and Discovery Scanner
- IT Ticketing System
- Tickets Raising and getting the resolution accordingly.
- Incident Management
- Asset Management Dashboard can be improved.
- Workflow is little complex.
- N/A
April 18, 2022
Good ticketing, limited automations and integrations
- Organizing workloads
- Supervisor approvals
- Asset inventories
- Integrations with other vendors
- Integration with other SolarWinds products
- Automations require licensed account
March 22, 2022
Good For Ticketing and Changes. Integrates With Others
- Good for multiple teams.
- Integrates with our SSO (Okta), and that is something we always look for in a SaaS provider.
- Tracking Incidents, Changes, and Problems
- Seems like it's good for smaller companies. We haven't really stress-tested it with several thousands of tickets and requests. I'd like to see it in a large enterprise. Where it's SaaS-based, it might support that scale.
- Not as intuitive as I'd like, but a little bit of training can get most people up to speed. Forms would help this with less-frequent users.
March 16, 2022
Great ITSM and ITAM Tool!
- Ease of use.
- Filtering of incidents.
- Modern UI.
- ITIL standardization for tickets. (Incident vs Request)
- Granular settings.
- More customization on Automations.
March 05, 2022
Solarwinds service desk making things easy.
- Inputs screen shots very well.
- Allows us to add out external partners with out giving domain access.
- You are able to customize the web info with your logon and any info you want. Looks nice.
- You can setup to have users and assets correlated together.
- Improvement in the Help Desk Dashboard for the end-user. Looking for old tickets is kind of a pain for our end users.
- Pop out widgets would be nice.
September 09, 2021
Solarwinds Service Desk Review
- Love that it is cloud-based, so even when I am not in the office I am still able to log in and assist and or see what is happening.
- It allows the techs and staff to communicate within the portal and provides the techs the options to do "private" messages that the other techs can see but not the end-user.
- Makes configuring the layout simple and allows us to "brand" it the way we want and not just another cookie-cutter version.
- I would love to see the ability to change and move sections around on the forms to help prevent wasted space and lengthy scrolls.
- I would also like to see an addition to the inventory section to include depreciation values and have itself calculate based on purchase criteria.
- For the checkbox option, it would be nice to be able to control how many checkboxes are per section and have other things triggered if the checkbox is checked.
July 09, 2021
A Service that Really Helps Service Your Support!
- 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
Score 9 out of 10
Vetted Review
Verified User
- I am in a position of controlling numerous desktops through one system and I provide knowledge-based services to my employees.
- Through this tool, I can easily log into my employees' desktops and elaborate step by step how to resolve any particular issue. Thus I have taught them to be self-sufficient.
- It has empowered me to handle the configuration more precisely.
- The only con that I found is that it is quite costly, due to which small organizations cannot afford it.
- It failed to support hardware inventory.
- It does not help in handling the aggregate links appropriately.
Score 9 out of 10
Vetted Review
Verified User
- Great Automate IT asset management.
- Secure Cloud Based Platform.
- Automate risk detection.
- Rich help desk knowledge base help desk.
- Service Desk Live Chat.
- When another technician or IT service desk agent is viewing the same ticket, that ticket must be locked or inform other agents.
- They can work more on UI for better experience.
- Search function must be developed.
December 15, 2020
Solarwinds works for us!
- Notifications and integrations: communicates notices well.
- Automations: several ways of setting up automations.
- New ticket notification: refreshes up-to-date tickets which is a newer feature.
- I'd like to see more notification options in change management.
- Solarwinds could improve on reporting features and ease of use.
December 15, 2020
Solarwinds Service Desk--a game changer for our University!
- Transparency--giving our customers the power to communicate and receive updates is essential and this tool does an excellent job of that.
- Self Service--a full-functioning service catalog and knowledge base is the key to any successful service desk!
- Intuitive yet simplistic design--this tool is very easy to navigate while also being packed full of features.
- Chat support--this is actually just beginning to roll out, but development is still needed. This has the potential to be a major means of communication once fully functional.
- Certification--these are huge in our industry. It would be nice for SolarWinds to create a web-based training that took new technicians through the platform and focused on using the tool and best practices. A nice little certification at the end means a lot to entry-level technicians.
December 11, 2020
Samanage -- A semi flexible easy to learn service desk tool.
- 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.
December 11, 2020
Solarwinds Service Desk Review
- Asset management
- Ticket management
- Lack of public-facing site for general solutions or tips
- Doesn't auto-assign trouble ticket to individual well
Score 10 out of 10
Vetted Review
Verified User
- Service Level Agreements. They are flexible and sturdy enough to manage the service level that we need. It's true there are other applications out there that have a stronger SLA configuration model, but this has everything we need.
- Customer Satisfaction. With a simple question we can know how well we are doing as a whole. I know they have planned to move forward with features related to NPS score which is something that will add more value from this point of view.
- The Asset Management. I think this is one of the best features the system has. Through its agent you are able to see and monitor software, hardware and peripherals connected to the computer. It also creates risks from warranty and software from which you can create incidents.
- The contract management. This is a very simple way to track the contracts you have with different providers, helps you centralize the data related to this and keep it in front of view from the system dashboard if you want to.
- API integration. For us, this was one of the pilars for selecting an ITSM tool. The API that Samanage provides is pretty straightforward, it has a lot of room to improve but that's not something I'm too worried about, because of the next item.
- Customer Service. They have one of the best customer support and service I've experienced. They have prompt answers from the simplest request to the more complex issues.
- As I said before, I think that the API still has room for improvement. An example of this is when you need to create an incident and you need to specify a subcategory, which (AFAIK) is not part of the Incident table but part of a related table. Looking for the record showed to be cumbersome. Luckily, I could change the way I worked with the Incidents (instead of using a sub-category for the incident serverities I started to use the priority) and everything became simpler.
- The licensing model. You have one license: ITSM and if you need to involve people from other areas you have to pay as they are IT. I must say too, that they took this matter very seriously and provided us with several alternatives that helps me keep implementing and working with the system, and I know that they have the topic on the upper management table. I'm not worried simply because they have shown me to be able to resolve any issues with a win-win approach and this won't be different.
December 08, 2020
Solarwinds Service Desk has been a great solution for my IT team!
- Easy, multiple means of creating tickets
- Support is responsive when needed
- Collects information from the monitoring tool
- Fast to resolve any technical issues with the site
- Reports - not very "easy" find it hard to report on items I have created
- Reports - easier use could use more intuitive UI
- Reports - fill it is missing what should be standard reports for users, etc.
December 08, 2020
Using an IT Service Desk solution for a Video Services Team
- Easily assign jobs
- Track work requested by employee/department
- Track work completed by our team members
- Needs better integration with email tools like Microsoft Outlook for requesters who still use as a means for creating a ticket
- Needs better notification preferences
- Needs a dynamic refresh of tickets page
December 08, 2020
Samanage is one of the best HelpDesk Tools I've ever used!
Score 10 out of 10
Vetted Review
Verified User
- The Workflow engine is great and they are in the process of making it even better.
- The Asset management portion functions smoothly and the utility was easy to push out via GPO.
- The setup of the product is what sells it. Very easy to set up every function, very intuitive and not a taxing process as some can be. Lastly, you can integrate with an SSO company called OneLogin. A very simple, free process with them and you are integrated with ADUC!
- We haven't worked much yet with the built in API code or Zapier. So not sure if we will run into any headaches connecting it to our current "helpdesk".
December 08, 2020
A Must Get: Solarwinds Service Desk
- Customer Support is one of the best I have seen, friendly educated and always willing to help you fix your issue.
- Customization. This is another very important quality Solar Winds has. From customizing reports, change control templates, user interface, inventory and many more areas.
- Reliability: SolarWinds has strong performance and we rarely have outages.
- Price: All-in-one package.
- Be able to produce barcodes with custom info regarding inventory.
November 20, 2020
SolarWinds Service Desk is the ticketing software you NEED!
- 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
- 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
- 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.