Solarwinds Service Desk is easily an amazing software, could use a couple tweaks though.
April 22, 2020

Solarwinds Service Desk is easily an amazing software, could use a couple tweaks though.

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We currently use SolarWinds Service Desk to manage all of our IT Support requests. We have 2 users who use it to address issues among the institution. Users will email Support Requests into our Service Desk and we will address them. We also use this for any change requests for hardware or software maintenance. With this service desk we can keep better track of resolution times and who is doing what on which workstation. We also use this for inventory management rather than use the bot we use other assets as it is less invasive and we don't have to install anything on every workstation. More work on our side but we also have more detail and only exactly what we need for each asset.
  • Support Requests
  • Change Requests
  • Service Monitor
  • Solutions
  • Change due date from overview more easily.
  • Track repetitive requests automatically.
  • It makes managing request much faster.
  • Changes are more easily organized.
  • Assets are difficult to manage without the paid software.
It is easier to use and the GUI is quite a bit faster than others I have used and reporting is much more detailed and surprisingly accurate. There is some extra reporting other software has like user ticket counts and repetitive ticket notifications.
I would give it a solid 8. The software is wonderful and easy to use but it could use a couple of extra features and more easily change due dates on the ticket overview. The software is solid and easy to use though and already has tons of great features. The due date and the other assets being easier to manage would make this 10/10.

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Receiving and managing tickets, this software does this very well. More so than other ITSM software I've used. Also, change requests are a breeze as well. Something it doesn't do well is asset management. We elect not to have to install software on every workstation so we have to use other assets in the program and its clunky and difficult to edit items quickly or easily. The import from CSV is nice though.

SolarWinds Service Desk Feature Ratings

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