Item: SolarWinds Service Desk (SSD)
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

It deals with internal helpdesk queries. Centralizing our workload and providing a brief overview of daily helpdesk stats.

Pros and Cons

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.

Alternatives Considered

ManageEngine ServiceDesk Plus and Freshdesk

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.

Service Desk Review

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Support Rating

Key Insights

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?

Likelihood to Recommend

SolarWinds Service Desk Feature Ratings