Solarwinds Service Desk Review
We currently use Solarwinds Service Desk for helpdesk incident response and user support, including user self-help via an extensive …
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%
Reviewer Pros & Cons
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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- No setup fee
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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Community Insights
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- 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
(76-100 of 118)Companies can't remove reviews or game the system. Here's why
April 28, 2020
Solarwinds Service Desk
- Computer management
- Incidents recording
- HR module
- User interface
- Customer support
- General ease of use
- Solutions feature
- Report filtering--I would like to be able to be more granular in the reporting.
- I would like to see an improvement in the way it integrates with Solarwinds Orion and the formatting of the ticket it creates.
April 28, 2020
Solarwinds - When you need a complete Service Desk
- Helpdesk Incident ticketing - Solarwinds does an excellent job of incident tracking and enables you to fold those incidents into Problems and then use effective change management when called for. It provides a full ITIL management package.
- Inventory Tracking and Management - It has a really nice, complete package for Hardware and Software management. The agent is pretty light and data is encrypted.
- Change Management and Approval Workflows - There's a really nice module here. Allows you to attach an Incident ticket or multiple incidents as a Problem. Lets you manage changes to systems, services, etc. and get approvals from the appropriate stakeholders while providing an audit trail for everything.
- Reporting - Custom reporting leaves a little bit to be desired. They need to find a happy medium between having to make your own variables and query and not having the ability to customize a report. It would also be nice to have the ability to export reports to Excel.
- Time Tracking on Incident Tickets - Time tracking is pretty much a manual thing. The agents just estimate the time they spend on a ticket and enter it manually into a time tracking field. There is no automated tracking of time and it's not a mandatory field.
- Project Management - It would be great to have a project management capability built in that we could use to set up tickets, changes, tasks, etc for longer term projects.
April 27, 2020
Great for inventory management
- Easy to deploy! We can install in many different ways, even having the end user install.
- The user interface is fast and responsive.
- Reports are super easy so my director is happy I can gather info he needs quickly.
- Lifecycle changes are tracked automatically.
- We currently don't have a way to add custom fields and report against them.
- Not easy to pull a report for systems missing certain software.
April 27, 2020
Great product, easy to use and manage
- Very user friendly, end users need little to no training at all
- Customizable, we are constantly changing custom fields to better suit our needs.
- Great Mobile App, having access from a cell phone is very valuable and useful for us.
- Slow-release of updates and/or allowing users to choose whether they want the changes or not
- Add quick video tutorials right into the setup process, so when we try to implement a change, we can check out a quick video to make sure we are doing things right.
April 27, 2020
SolarWinds Service Desk review
- Task management.
- Collaboration.
- Communication.
- Simplify workflows.
- Streamline ticket versus service request.
- Simplify photo attachments in the messaging blocks.
April 27, 2020
The best service desk I've ever used
- Form-driven workflows help us easily create repeatable processes that get done consistently.
- Having an integrated asset inventory makes it very easy to connect people, assets, and support requests for ongoing reference.
- Automation via the API allows us to avoid manual work for tasks ranging from renaming a request based on entered data to having one request kick off more specific tickets for departments (e.g. a New Hire request automatically kicks off a New Computer request and a Keys and Badge request).
- Automation of request status is clunky. As far as we've seen, we can't set the automation based on who is assigned to the request, so we've had to work around it by using roles.
- Contracts is off on its own and isn't integrated with assets.
April 27, 2020
great ITSM platform! cost effective and easy to use.
- Automations: we use automations to direct tickets to the appropriate team for resolution versus having tickets come in to one team and waiting for reassignment. Time saver.
- User portal: the portal allows us to offer solutions to the end user without them opening a ticket.
- Smart suggestions: offers possible request forms or solutions based on what they type in the search bar. Great self help assistance.
- So far we've been pretty happy with the product. I can't think of anything specific.
April 27, 2020
No regrets choosing Solarwinds Service Desk
Score 9 out of 10
Vetted Review
Verified User
- I like how user-friendly the interface is. It is very easy to navigate the portal.
- Asset tracking is built-in (not an add-on) and provides a lot of information about the asset.
- Affordable price across all three plans.
- Great technical support.
- The only feature I'd like to be added is to be able to add "States" whichever plan was purchased.
- As with all other subscriptions, some features are only available with higher Tier. However, the price still is very affordable for services offered.
April 26, 2020
Didn't meet expectations.
- Easily launch a ticket.
- Easy to access from any computer system.
- Support desk interface needs to be redesigned, more friendly.
- More detailed information in tickets before they are submitted.
April 24, 2020
Solarwinds Service Desk
- Generate Tickets
- List Inventory
- Generate reports
- List risks associated with the various hardware devices in our inventory
- Track the flow of an open ticket
- I'd like to be able to rename a device in the inventory section
April 24, 2020
Decent product, getting better.
- Sorting and filtering of pending incidents.
- Good flexibility in creating templates for service catalog items.
- Recent improvements in real-time update make the use better/easier.
- Generally a steady flow of improvements over the last year or so have enhanced usability.
- Categories, sub-categories, sub-sub-categories.
- Tailoring form and field display.
- Control and segregation of incident fields separately from service catalog fields.
- Reports module - although I gave up on it and haven't looked recently.
April 24, 2020
Service Desk Review
- Reasonably simple interface.
- Some useful function to automate some of our incoming queries.
- No MFA, this is a must and we have been asking for this for two years.
- limited ability to edit incidents within the list view. In some cases, you will need to either mass edit, or drill into the incident themselves.
- It would be good to have the ability to send your changes via email and have it record them to the system.
- Ticket/incident triage.
- Workstation inventory.
- Procurement.
- Incident task assignment.
- Product development and the communication of product improvements.
- Azure AD integration.
- Licensing for non-IT departments. They expect full price for non-IT to handle incidents/queries.
- Improved time tracking flexibility.
- Solutions/Knowledge base formatting options.
- CMDB is quite lacking - the ability to link various assets and issues/changes.
- Can't specify due dates on incidents to help in prioritization/triage.
April 23, 2020
Solarwinds Service Desk - Easy, breezy, beautiful
- Incident management.
- Problem management.
- Asset management.
- ITIL processes.
- Chat (is there just can be improved upon).
- Clear sectional breakdown between INC and REQ.
April 22, 2020
Solarwinds Service Desk is easily an amazing software, could use a couple tweaks though.
- Support Requests
- Change Requests
- Service Monitor
- Solutions
- Change due date from overview more easily.
- Track repetitive requests automatically.
April 22, 2020
Help desk improves reporting of issues
- Easy user interface: when we changed from our old service desk our tickets doubled overnight.
- I like the solutions and how easy they are to attach to tickets and to create a solution from a ticket.
- Like the tagging feature.
- Can't just cut and paste an image into a comment or ticket.
- The change management module is lacking items needed for ITIL making it necessary to have other processes.
- The reporting is horrible and hard to use.
- Hard to set up SLAs.
- Permission are confusing.
April 21, 2020
Solarwinds Service Desk Puts the Wind in Your Sales
- Asset Management
- Ticketing (queue, assignments, customization, linking tickets, solutions database.)
- Self-service portal for user ticket submissions and status tracking
- Contract Management
- Change Management
- Automation/ Integrations
April 21, 2020
Solarwinds Service Desk Review
- The overall simplicity of flow for the ticketing system is amazing.
- Being able to track all vendors and contracts is very helpful.
- Having the ability to audit the work process and see who exactly has done what is very helpful as well.
- On the asset management side, it would be great if it also had the ability to push patch updates.
- If there was a built-in remote access tool instead of having to have an account on another platform to have to integrate with
- There are a couple of hardcoded fields in the ticket system that would be great if we could have the option to not show up, such as site (if you only have one site location).
March 22, 2020
Solarwinds Service Desk - Tracking made easy
- Wide range of features allows granular control of the system for technicians and clients
- Simple to use UI makes life way less complicated, which leaves you with more time to do what you love.
- Excellent tracking of statuses, notifications, and exporting to file format
- Provide more file formats to the export option
- Provide new themes for customization
- Easier way to unlock users
December 05, 2019
Solarwinds meets our issue tracking needs
- Never forgets an open issue.
- Tracks change in status over time.
- Displays inventory of open issues.
- Helps identify items to recover when person leaves agency.
- It provides links that fail when the user does not have permission. The link could be suppressed.
- The Incidents and the changes could be better integrated to prevent duplicate data entry.
August 02, 2019
Solarwinds Samanage - Efficient and Powerful tool
Score 10 out of 10
Vetted Review
Verified User
- Integrated CMDB allows for centralized views of the virtual machines we manage for our clients.
- API is strong enough for us to expose all ITSM functions to our clients via our portal (one stop shopping).
- It's flexible to configure multiple sets of Service Levels and Escalations - so we meet the unique needs of each client.
- We've had some issues with markup characters coming through the API.
- In fact, almost all our issues have had to do with the API, but we imagine we hit it much harder than the average Samanage customer.
- And, when we've had issues, Samanage has always made their developers available to work with us.
August 02, 2019
ITSM Innovation - Solarwinds Samanage
Score 9 out of 10
Vetted Review
Verified User
- Automating workflows.
- Self service portal.
- Awesome ticketing system.
- Poor mobile app.
- Customization is limited.
July 20, 2019
Samanage: Great Asset Tracking!
- Deployment was super easy.
- Tons of valuable information was input to the asset database.
- The ability to find any and all information about an asset was fantastic.
- The only con I had is just a nitpicky thing. The search function was difficult to use, sometimes it wouldn't find an asset by it's given hostname even though I could manually find it.
January 11, 2019
I do not recommend this application - look for alternatives
- The service catalog feature is nice. It ensures that the user submits required (and structured) details, and the help desk team can see pre-defined steps for resolution.
- When issues are resolved we have the option of creating a documented solution.
- Samanage follows the Information Technology Infrastructure Library (ITIL) regulations, which means it provides all the critical features essential for the service support needs of large IT operations. Our institution follows the ITIL framework so it was easy for our users to understand the tool.
- The integration Samanage has with our ticketing system: Zendesk. When a customer has an issue with their device we can create a ticket and tie it to the device info stored in Samanage by using the asset tag. Our support center loves this.
- Beneficial new features do not get pushed out regularly. We have been waiting for them to push out new features that would make it easier for us to use but they have not. I do not think they listen to attentively to what their customers want out of the product.
- Users often have trouble including screenshots or attachments when submitting tickets. More often than we'd like, we (the IT support staff) have to reply back to the user and tell them their attachment or screenshot did not come through.
- The inability to @mention someone in a ticket - this is a big one for us. With other ticketing platforms, you have the ability to mention someone in order to get their attention.
- Their built-in reporting could be improved. Not as robust as other tools. Lack of advanced reporting and granular visualization.
- Their management is the worst, we had an issue with being overbilled for our license and tried to work it out with their management. Their response: no you can go find another application to use.