Solarwinds Service Desk--the right application for the job
April 28, 2020

Solarwinds Service Desk--the right application for the job

Salvador Salcedo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

Solarwinds Service Desk is the IT ticketing platform that is used by our organization. It allows the IT Department to track customer issues and address them in a timely manner, both providing updates to the IT team and end-user. It has also allowed us to set up a self-service portal, a knowledge base to common problems that end users find useful.
  • Customer support
  • General ease of use
  • Solutions feature
  • Report filtering--I would like to be able to be more granular in the reporting.
  • I would like to see an improvement in the way it integrates with Solarwinds Orion and the formatting of the ticket it creates.
  • Tracking of time has allowed charge back to appropriate departments
  • IT team is clear on assigned tickets.
  • Solutions used as a playbook on how to fix or resolve specific IT issues
I have used several different ticketing systems in my career and Solarwinds Service Desk stands as being one of the better applications. I have no plans for changing the ticketing system at this time.
Support has been very responsive and quick to resolve.

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?

I wasn't involved with the selection/purchase process

Did implementation of SolarWinds Service Desk (SSD) go as expected?


Would you buy SolarWinds Service Desk (SSD) again?


Overall, Solarwinds Service Desk is well-suited as an all-around ticketing system. I like using solutions as a knowledge base for both the IT team and end-users. End-users find it easily accessible and navigable. One department that it may not be best suited for is General Services. It does not have geo-mapping and fleet management features that General Services-specific ticketing applications provide.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated