Service Desk Review
April 24, 2020

Service Desk Review

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

It deals with internal helpdesk queries. Centralizing our workload and providing a brief overview of daily helpdesk stats.
  • Reasonably simple interface.
  • Some useful function to automate some of our incoming queries.
  • No MFA, this is a must and we have been asking for this for two years.
  • limited ability to edit incidents within the list view. In some cases, you will need to either mass edit, or drill into the incident themselves.
  • It would be good to have the ability to send your changes via email and have it record them to the system.
  • Central location of helpdesk incidents.
Generally, it's been good.

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

Not sure

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?


We primarily use Service Desk for managing helpdesk tickets, helpdesk reporting, and maintaining system changes. The main concern is the inability to use MFA and restricting users to only being able to log with only a username and a password. This is particularly important for administrator accounts.

SolarWinds Service Desk Feature Ratings

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