Help desk improves reporting of issues
April 22, 2020

Help desk improves reporting of issues

Pamela Lynn | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We use SolarWinds in many departments in our organization as a way for staff to submit issues, ask questions and submit ideas for improvement.


  • 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.
  • Easy way to track satisfaction.
  • Easy way to involve all departments.
  • Increased staff reporting of issues instead of calling.
SErviceNOw, JIra,
Hard to access; the bot is not always accurate.

Do you think SolarWinds Service Desk (SSD) delivers good value for the price?


Are you happy with SolarWinds Service Desk (SSD)'s feature set?


Did SolarWinds Service Desk (SSD) live up to sales and marketing promises?


Did implementation of SolarWinds Service Desk (SSD) go as expected?


Would you buy SolarWinds Service Desk (SSD) again?


IT is difficult to do change management via the help desk.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Self-service tools
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
Change calendar
Service-level management


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