Help desk improves reporting of issues
Pamela Lynn | TrustRadius Reviewer
April 21, 2020

Help desk improves reporting of issues

Score 7 out of 10
Vetted Review
Verified User
Review Source

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?

Yes

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

No

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

Yes

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

Yes

Would you buy SolarWinds Service Desk (SSD) again?

Yes

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

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
7
Expert directory
Not Rated
Self-service tools
9
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
6
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
5
Change calendar
5
Service-level management
5