Solarwinds Service Desk Puts the Wind in Your Sales
April 21, 2020

Solarwinds Service Desk Puts the Wind in Your Sales

Jordan McCormick | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

This Solarwinds Service Desk (formerly Samanage) was used primarily for the IT department and Facility Management departments. IT used it as a workflow management, vendor management, contract management, helpdesk, asset management, and change management. Facilities Management used it for service request/maintenance request ticketing system, as well as, reoccurring work order checklists.
  • 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
  • Positive - Asset Inventory management is huge for businesses to know and track what they have.
  • Positive - Ticketing in a central platform ensures personal emails and messages are not overlooked and requests go unresolved.
  • Negative - Contract Management is not intuitive for notifications and renewals were missed.
Solarwinds Service Desk is a larger solution than just a ticketing system. I think it stacks up quite well and surpasses some of the other solutions by providing asset inventory capability, change management, vendor management, contract management options. Many other alternatives only offer a basic ticketing queue and many times you are wanting more or better features for the price you are paying.
Solarwinds Service Desk customer support is responsive and knowledgeable. Some of the nested options are confusing as to where they are located or what a feature is capable of. Whenever I have has an issue they have been able to resolve quickly just over chat or email without being on the phone for long wait times.

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Solarwinds Service Desk solution is great for asset management, not to be confused with device management. This tracks information regarding assets (hardware specifications, software, warranty information, etc.), it does not push commands or information to the asset. This solution is also great for a ticketing solution, very customizable for categorizing and organizing requests, and works well with communication with staff or end-users.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
Expert directory
Self-service tools
Subscription-based notifications
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Service-level management