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Best Ticketing Tool on Market!
Updated May 01, 2020

Best Ticketing Tool on Market!

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

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

I purchased Solarwinds Service Desk as I have used it when it was Samanage, and it is the best ticketing tool I have used--very clean and not bulky. Good information to sort through as well as metrics to track information. Solarwinds is above and beyond other ticketing software I have come across.
  • Ticketing and Documentation
  • Tracking Assets
  • Ease of Use
  • Occasionally crashes for a few minutes which is on Solarwinds end.
  • Software crashing interupptions
  • Tracking User Tickets
  • Documenting Technical Projects
  • Feedback from our user base on experience.
It is the best among them all. No other ticketing system is so simple yet powerful. I have used Spiceworks and Salesforce, but those are a bit bloated and not as clean as Solarwinds. Also, with Solarwinds, it comes with great data and information to dive deep into getting statistics on agent stats.
Easily accessible to take care of any questions or concerns. Also, a great interface to document changes and tickets. From the project to ticket management, to the reports, it gives you a birds-eye view of the support your team is providing. I cannot say enough of the reports dashboard and being able to see agent statistics.

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

Zoom Video Webinar, SolarWinds Remote Monitoring & Management, SonicWall TZ
Solarwinds Service Desk is well suited to documenting tickets. It is very clean and readable, not bulky. It does a great job for people to get familiar with and utilize. Also, when needing to check ticket numbers by support agent, the Reports also display great information to be able to take and apply to meetings.

SolarWinds Service Desk Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
8
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
10
ITSM asset management
9.3
Configuration mangement
10
Asset management dashboard
9
Policy and contract enforcement
9
Change management
8.3
Change requests repository
8
Change calendar
8
Service-level management
9

Using Solarwinds Service Desk (formerly Samanage)

1 - Right now I am the only one who utilizes this in our IT Department for ticketing purposes and documenting.
1 - People who are computer friendly and able to navigate should have a very easy time getting used to SolarWinds.
  • Documentation of Tickets
  • User Feedback
  • Statistics on Support Reps
  • Future Projects Documentation
  • User Guides on common Problems
  • None

Evaluating SolarWinds Service Desk and Competitors

  • Price
  • Product Usability
  • Prior Experience with the Product
  • Analyst Reports
My Past experience is the reason why I chose this product.
Nothing at all.