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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

(1-25 of 92)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
When I contacted support, they were able to assist by determining my issue. They seemed knowledgeable and could track emails that were being sent within a ticket. I only contacted support two times and both times the issues were resolved rather quickly. There were support links within the SSD app.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I gave it an 8 because it has a vast range of features like Incident Management, Automatic, monitoring, etc. Still, there is a little room where it can be improved especially when there is an overflow of logs, etc. Also, although it is user-friendly but can be a little confusing when it is a web interface.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It was really good before the acquisitions and rebranding. A lot of the team has changed that supported the system. They have a chat feature for techs that use the system and over the last couple of months, I haven’t been able to connect to a resource. I have got support via email and meetings easy enough so I’ve let it slide.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
They do respond back and assist very quickly with common questions. If there is an outage or a big issue that occurs with SWSD, they can sometimes take longer to respond or reply with a resolution regarding the issue. Most of the time they'll reply back with a notice stating that they have notified their engineering team.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support is really on it when you need help. The issue we have had they help us right away. They really seem to know their product. They always get you up and running when you run into a snag. Or even if you are having an issue trying to figure something out. They are always helpful and nice.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Solarwinds offers a chat feature on the website and usually someone is there answering my concern within 5-15 mins at the longest. I have done the email support as well and I always receive a response, same business day. Support staff have always been very knowledgeable and have resolved my issue/concern first contact and normally the issue is resolved the same day...I think there was an only one time that an issue/question I had took longer than a day to get a response and that was because it had to be escalated to the next level as it was not an issue that could be resolved on the front end.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support is easy to access via chat or E-mail, but can sometimes be sluggish in response. There is a disconnect between the customer and any engineers that may be working on the issue, as the first contact agent must act as a middle-man between the engineers and customers. This can provide a hindrance when issues such as Asset Scanning software is not functioning as intended, even when it's installed correctly, for example.
Ali Kazempour | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
SolarWinds support department will respond to you quickly from the time of purchase to after-purchase instructions & supporting, and the company is great in customers support. In buying a software, our organization always has a priority for the seller and support and accountability is very important to us, and the manufacturer or seller must be responsible and supportive.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Customer support is very responsive. Chat support is available to system administrators and they usually respond back fairly quickly. This team also does a great job of rolling out continual improvements, system modifications, and quality of life improvements. Every time I see the new announcements I am excited to see what has been improved or expanded upon!
Chris Peters Sr. | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support has been great when I have had to use it; I have not had to use it much. I have had to use support on a fairly limited bases. They are also really good at making notifications of system wide issues. Support is good but would like a bit faster response from Chat Support.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
You have several ways to contact support. Ticket, chat, email, or phone. All options are easy to find when you need them. Once connected, they go above and beyond to help get your issue resolved with linked videos, and they even will help you remotely. They also have an amazing customer knowledge base, which includes video instructions.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Only had to use support to help launch the service. Do wish they would have some templates in place that support would have provided. It did feel like we did most of the work even though we paid for a support package.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I would like to be able to aggregate a list of previously used tags so we can more easily standardize tags that have been used across all IT users creating tickets. Other than that, it helps us keep tabs on what has been done and what still needs to be resolved.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support is really great. The support team is really patient, will listen, and they're all committed to having a great product that serves their customers' needs and making any process as easy as possible. Administrators can start a chat with their support team from any of the pages in the tool.

Score 8 out of 10
Vetted Review
Verified User
Incentivized
The transition from Samanage to SolarWinds after the purchase was very difficult. I went without a rep or any support for 6+ months. I am pretty self-sufficient in software. I finally got a hold of a VP to get me a rep (when I wanted to purchase more licenses I got a reply). The answer to almost every request has been no, even requests like "can this existing report be exported or scheduled with details." I will say that with service outages, they are extremely responsive through chat and have a ton of transparency.
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