Excellent Customer Service and a straightforward application for your ITSM needs
Updated December 09, 2020

Excellent Customer Service and a straightforward application for your ITSM needs

Sebastian Pereira | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Modules Used

  • Dashboard, Service Desk, Inventory, Risks, Reports

Overall Satisfaction with SolarWinds Service Desk (SSD)

Samanage is used for IT mainly, and we are studying using it for other areas too, since it has built-in workflow features. We provide the organization with SLAs for incident management; it helps us measure the satisfaction our internal customers have and we also use it to manage all assets across the organization.

Some of the problems Samanage is helping with are: provide a service level to the internal clients, manage the computer inventory and the assignment of such devices, measure the satisfaction the people have about the IT area. We are also implementing a service catalog to map different process within the IT area.
  • 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.
  • Increased employee efficiency
  • Better Customer Service
  • Better mapping of assets and its lifecycle
  • JIRA Service Desk,Salesforce Service Desk,ServiceNow
Above all, the Samanage Sales rep provided me with everything I need, which in comparison to the others made a huge difference at the end. ServiceNow is too expensive, and the sales rep quickly put me out of their target. JIRA Service Desk didn't provide clear information about their product and I felt they didn't give me enough attention in my evaluation process.
I would say that from the licensing cost, a startup may find it challenging to acquire Samanage. But from some references I made, they work things out to try to adapt the pricing to any pocket. Of course every company has its limits, but I find that flexibility very good.

For me, the key questions were related to how they managed the SLAs, if they have an API to use for integration (and if it has a limit of requests).


  • Product Features
  • Product Usability
The ability to manage SLAs and the customer satisfaction survey.

Using SolarWinds Service Desk (SSD)

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.

SolarWinds Service Desk Reliability