The best service desk I've ever used
April 27, 2020
The best service desk I've ever used

Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)
We use SolarWinds Service Desk for service and support requests in IT, Human Resources, Facilities, Marketing, and Graphic Design. It helps us gather information for requests and organize work for teams to address based on issue priority. It also solves a frequent need for form-driven workflows, which was a crucial reason for selecting the product.
Pros
- Form-driven workflows help us easily create repeatable processes that get done consistently.
- Having an integrated asset inventory makes it very easy to connect people, assets, and support requests for ongoing reference.
- Automation via the API allows us to avoid manual work for tasks ranging from renaming a request based on entered data to having one request kick off more specific tickets for departments (e.g. a New Hire request automatically kicks off a New Computer request and a Keys and Badge request).
Cons
- Automation of request status is clunky. As far as we've seen, we can't set the automation based on who is assigned to the request, so we've had to work around it by using roles.
- Contracts is off on its own and isn't integrated with assets.
- Consistent internal service from having requests flowing through a single system.
- Better information flow across departments for more complex workflows.
- Improved documentation for future recurrences or identified problems.
We wanted a software-as-a-service (SaaS) offering that was easy to deploy and also had features we knew we wanted in the longer term. SolarWinds won out due to the ease of forms-and-workflow through its Service Catalog and the integrated asset inventory.
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
Comments
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