Solarwinds Service Desk Review
Updated May 01, 2024

Solarwinds Service Desk Review

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We currently use Solarwinds Service Desk for helpdesk incident response and user support, including user self-help via an extensive catalog of how-to documents in addition to the ability for users to search the system for similar issues. Though currently in use primarily by the IT department, we are in the process of building out HR workflows for on- and off-boarding of employees.

Pros

  • Easily allows multiple technicians to manage and track helpdesk tickets.
  • The ability to customize the system is very nice.
  • A very good end-user portal for tracking their tickets and self-help

Cons

  • Incident automation is limited compared to other systems.
  • Management of helpdesk tickets is invaluable
We used Spiceworks for approximately 9 years before moving to Samanage. While reviewing many systems available, we decided on Solarwinds Service Desk for the following primary reasons:
  • Cloud-hosted and easily accessible from anywhere
  • Workflow customization
  • User portal for self-help and the ability for users to track the status of the tickets they have submitted
  • Decent mobile app
We have not had any need to contact support, but have found their online forums very beneficial.

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?

No

Would you buy SolarWinds Service Desk (SSD) again?

Yes

Solarwinds Service Desk is well suited for incident workflows, which are very useful, especially where multiple people are involved at different levels (e.g. from approving requests to being assigned specific tasks within the workflow). Unfortunately, the implementation of automation is limited compared to systems we have used in the past and often leaves us unable to automate simple and routine tasks.

SolarWinds Service Desk Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
4
Self-service tools
8
Subscription-based notifications
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
5.0
Change requests repository
Not Rated
Service-level management
5

Comments

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