No regrets choosing Solarwinds Service Desk
Ian Llanera | TrustRadius Reviewer
April 27, 2020

No regrets choosing Solarwinds Service Desk

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

Solarwinds Service Desk is currently being used mainly by the IT team, but is partially being utilized by the the whole organization. Service Desk addressed the need for a ticketing system. Now, users can submit tickets through the portal or simply via email. It also addressed the lack of asset management and tracking. We heavily rely on it to keep track of all IT assets.
  • I like how user-friendly the interface is. It is very easy to navigate the portal.
  • Asset tracking is built-in (not an add-on) and provides a lot of information about the asset.
  • Affordable price across all three plans.
  • Great technical support.
  • The only feature I'd like to be added is to be able to add "States" whichever plan was purchased.
  • As with all other subscriptions, some features are only available with higher Tier. However, the price still is very affordable for services offered.
  • We are now able to track assets which secures the company's investments.
Overall, I like the support. There is a bit of delay when using the chat feature, but I do get the issue resolved eventually.

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?

Yes

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

Overall, Solarwinds Service Desk is a solid and excellent choice or a straightforward ticketing system. It offers most of what the other systems in the market offer. It's suitable for practically all organization types, whether it's used by a big or a small team. It also offers integration should there be a need for collaboration with other apps.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Service restoration
Not Rated
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
Configuration mangement
9
Asset management dashboard
10
Policy and contract enforcement
9
Change requests repository
8
Change calendar
8
Service-level management
9