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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
- 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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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 118)Companies can't remove reviews or game the system. Here's why
May 07, 2020
Service Desk at its best.
- Asset tracking - ability to track end points and software and other assets.
- Incident tracking - workflows to track time and progress of incidents.
- Purchase Orders - Vendors and Po creation and storing and ability to add documents.
- Workflows - New hires, office moves, etc... give multiple tickets for different techs to complete requests.
- Documentation / How-to's of workflows.
- Additional customizable fields on Assets that can be used for reporting/tracking.
- More fields in Location for use of Store name/Address/City, etc...
May 07, 2020
Low cost and easy to use
- Easy portal to manage.
- Quick customer support.
- Low cost.
- It works well for our needs.
May 07, 2020
SolarWinds Service Desk is Great for Small Business, Lacks Intelligent Workflows and Automations
- Self-service portal.
- Simple setup and configuration.
- Ease of use.
- Asset management.
- Workflows.
- No canned responses.
- Ticket details are on multiple tabs instead of one page.
- Automation rules are limited.
May 06, 2020
Service Desk: great features at a good price
- Very easy to setup.
- Training end users and people working requests is easy.
- Good customer service and support.
- Lots of features.
- Service catalog forms are limited, it would be better if you could do some formatting or arranging to make it look better to the end user.
- Today there is an agent that is deployed to every workstation, which provides asset inventory. However we don't know what we don't know. I would prefer agent-less integration to see all of the workstations on my networks. Right now I don't know what I am missing, and agent versions change.
- Ability to integrate any remote support application into Service Desk, so and end user could connect from the ticket, chat, or portal to start a remote session.
May 06, 2020
Solarwinds Service Desk
- Helpdesk Ticket management
- Reporting
- Custom forms
- Custom Catalogs
- Project management
May 06, 2020
ITSM Out of the Box
- Incident Management - tracking categories/sub-categories by site or organization. Notifications to the user as well as those cc'd on the incident
- Change Management - allows for standard identification of change, test and rollback plans, tasks and some workflow with approvals
- Inventory allows for risk identification, asset tag activities, one can see what software is installed, associate incidents with that asset
- Reporting is in my mind a bit basic
- API needs some work also. Why can I not create a saved report and then execute that report from an API call?
May 06, 2020
ITSM-focused Help-desk Solution
- Multiple methods that our employees can open and monitor incidents.
- Easy to use app for the IT team to keep up to date with incident status.
- ITSM framework is logical and well thought out.
- Works extremely well "out of the box".
- User portal is a bit dated, needs to be brought forward from 2005.
- More guidance of how to maximize the AI for smart suggestions.
- Solarwinds Service Desk is easy to use. We had to do only minimal training to institute Solarwinds throughout our organization.
- Solarwinds Service Desk categorizes our incidents, which makes it much easier for management to make decisions on training needs for our employees.
- Solarwinds Service Desk allows us to track the details around our incidents. This has helped in problem identification and certain improvement justification.
- Incident creation flow could be improved. The incident creation form is organized well, however, it requires a lot of mouse use. It would improve ease and help reduce omitted information if a staff member could tab through all the fields in the order in which they are positioned.
May 06, 2020
SolarWinds is a great tool for us to manage our IT assets and provide excellent help desk support
- Tracking help desk requests.
- Managing IT assets.
- Tracking problematic IT hardware.
- Could be easier to search through help desk requests.
- Incidents - the bread and butter of an IT department. SolarWinds has an easy-to-use configuration. Training takes minutes.
- Inventory is excellent. If technical equipment is purchased, it gets tracked in SolarWinds and we can easily track items, even if they've been assigned to other staff.
- Changes in Incidents should be fully disclosed before dev releases them. Many times we started on a Monday and found things were turned around and it took us awhile to find what we needed and get used to the new setup.
- Reporting really needs to be more robust. We can pull some canned reports that can be used in meetings, but for IT staff who need to get specific information quickly, that doesn't happen.
- Ease of use - everything is fairly straightforward; not a lot of clicking around.
- Ease of management - I can make changes in production without reboots/downtime.
- Portal - can customize to what users want to see.
- Reporting - not as robust as I'd like to see it.
- Incident Management - would like to see user history while working on new ticket.
- Dashboard - would like to be able to customize with more options than what is given.
May 06, 2020
Solarwinds Service Desk Review
- Track assets.
- Track warranties.
- Track maintenance contracts.
- Track user and equipment locations.
- Better reporting.
- Easily querying of data
- Better support
May 05, 2020
Solarwinds Service Desk Review
- Help Desk
- Work Flows
- Inventory
- Reporting
- Rights & roles management
May 05, 2020
One Service Desk to rule them all.
- Ease of use
- Automation
- Collaboration between departments
- Agent User Interface (been consistently improving though)
- Portal customization
- Automation
May 05, 2020
Solarwinds Service Desk
- On-boarding, so we do not forget any steps
- Off-boarding, so we do not forget any steps
- Change control for tracking system modifications
- Resolving and then closing a ticket--I wish we could just close, without having to resolve first.
- I wish custom reporting was easier.
- I wish automation allowed for multiple key words, such as "key word = this, or key word = that."
May 05, 2020
Great Product, Great Price
- Inventory management
- Ticketing on PC and mobile
- In-platform communication
- Poorly compartmentalized feature set. Could be better broken out
- More mobile features
May 05, 2020
Great product
- Reporting
- Ease of Use
- Great support staff
- Survey reporting
- Reporting layout
- Dashboard
May 03, 2020
Best Service Desk Management on the Market!
- Populates standard emails into service tickets.
- Non-daily user ease of use.
- Makes organization or tasks simple.
- Better PM interface.
- Approval processes can be built into service requests.
- Inventory management: lifecycle tab, can attach/link computers to tickets.
- Can tag other departments who don't have access to a category and provide access to the ticket via the tag. Excellent for collaboration.
- Closing tickets: can't disable email notifications based on categories. Creates problems when closing tickets from vendors.
- Service requests: no ability to add tasks.
- Service requests on the portal: Format could be more user-friendly when submitting these.
May 01, 2020
Solarwinds Service Desk Review
- My favorite thing is the options of closing or holding tickets and allowing the end-user to see this in real-time.
- The product is web-based, which allows for ease of use anywhere.
- The pricing is not based on the number of end-users, which is great for a big organization.
- The product does make users log in, which can be a hassle sometimes as we all know people forget passwords all the time.
- The product still lacks a viable chat feature.
- The mobile version is a bit clunky and hard to use even for an IT professional. And the end-users are unable to use the web version altogether.
- Multi-tenant support
- All kinds of graph and charts are available.
- Very customizable
- Very interactive
- Very visually appealing
- Could be more user friendly
- Steep learning curve
- Graphs are not vertically resizeable
May 01, 2020
Nice platform at a cost
- Ease of Use
- Filters
- Branding/Customization
- Time Tracking
- Customization of Changes
- Faster Support
May 01, 2020
Solarwinds Service Desk Review
- I think the interface (Incidents Page) is easy to use and very customizable.
- Reporting is easy to understand, and there are many pre-built reports that can be used without the user having to do much.
- The asset tracking system allows you to create assets and assign them to particular users or locations. You can also add custom fields to make sure you have all the asset information documented.
- I think the filters for the Incidents can be a little buggy (sometimes shows closed incidents when on the "Active Incidents" filter).
- The reporting section was updated recently and is now much harder to navigate when trying to create custom reports.
- If Service Desk doesn't have a function that other incident systems may have, it can take a long time (or be impossible) to have those functions added.
May 01, 2020
Best Ticketing Tool on Market!
- Ticketing and Documentation
- Tracking Assets
- Ease of Use
- Occasionally crashes for a few minutes which is on Solarwinds end.
- Software crashing interupptions
April 28, 2020
Solarwinds Service Desk
- Computer management
- Incidents recording
- HR module
- User interface