A robust ticket system that helps streamline many business functions
May 03, 2020
A robust ticket system that helps streamline many business functions
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)
Currently being used to accept tickets in IT, Marketing & Communications, HR & Recruitment, Payroll, Safety, and Building Maintenance. Users from across the organization have access to submit tickets and service requests. Business problems solved: streamline onboarding/offboarding of employees in collaboration with HR/Payroll teams. Portal for submitting requests to all departments to manage requests more efficiently. Service requests built with approval processes to save time. Inventory is also being used to track computers. I will definitely be renewing and recommending it to others.
- Approval processes can be built into service requests.
- Inventory management: lifecycle tab, can attach/link computers to tickets.
- Can tag other departments who don't have access to a category and provide access to the ticket via the tag. Excellent for collaboration.
- Closing tickets: can't disable email notifications based on categories. Creates problems when closing tickets from vendors.
- Service requests: no ability to add tasks.
- Service requests on the portal: Format could be more user-friendly when submitting these.
- Positive: Automations, approvals: time savings.
- Positive: Inventory management: accurate inventory, time savings.
- Positive: Streamlining processes with various depts: time savings, collaboration, less duplication, more accuracy.
Evaluated: Zendesk. Previously used Kayako as an on-premise solution. We wanted something to help us streamline processes and asset management was very important to us. Zendesk does not include asset management.
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 Feature Ratings
Using Solarwinds Service Desk (formerly Samanage)
30 - HR, Recruitment, Payroll, Safety, Building Maintenance, IT.
2 - IT team.
- Approvals with Active Directory integration: We've built-in approvals into some service requests. Approvals are automatically sent to the manager listed in Active Directory. eg. purchase requests.
- Approvals with service requests: Approvals are sent to a team to approve, then the automated process is kicked off once approved. eg. new hire submitted by a manager.
- Asset management: Life cycle tab.
- Limiting who can access specific service requests via AD groups.
- Finance team possibly.
Evaluating Solarwinds Service Desk (formerly Samanage) and Competitors
Yes - Kayako. Replaced because the on-premise solution was EOL. Looking for a solution with asset management.
- Price
- Product Features
- Product Usability
Asset management.
Using Solarwinds Service Desk (formerly Samanage)
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Replying to, managing tickets.
- Updating tickets inline.
- Managing service requests: would be nice if editable.
- Can't edit service requests or add tasks.