Great product, easy to use and manage
Jonathan Cotti | TrustRadius Reviewer
April 27, 2020

Great product, easy to use and manage

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We are currently using it in the technology department. However, we are in the process of implementing it into HR and Facilities. Once we have implemented into these two additional departments, we will be looking to expand it into other areas in our school district. We have found this product to be extremely valuable to us and it is very user friendly for our staff.
  • Very user friendly, end users need little to no training at all
  • Customizable, we are constantly changing custom fields to better suit our needs.
  • Great Mobile App, having access from a cell phone is very valuable and useful for us.
  • Slow-release of updates and/or allowing users to choose whether they want the changes or not
  • Add quick video tutorials right into the setup process, so when we try to implement a change, we can check out a quick video to make sure we are doing things right.
  • Positive, increased productivity with all technicians
By far better than any other ticket system that we have used in the past 20 years.
I like the instant chat option, it allows me to reach out to the support immediately as I encounter a problem or question.

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

Solarwinds Service Desk is well suited for any environment that needs a well-laid-out and fully-customizable tracking system. I cannot think of a scenario where it would be less appropriate unless a ticket/inventory type solution is unnecessary.

SolarWinds Service Desk Feature Ratings

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