A robust ticket system that helps streamline many business functions
May 03, 2020

A robust ticket system that helps streamline many business functions

Anonymous | TrustRadius Reviewer
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.
Online chat support is effective with quick responses. The dedicated success manager is excellent, very responsive, addressing questions, and issues well.

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?


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


Would you buy SolarWinds Service Desk (SSD) again?


Solarwinds is great when you need approvals. Once approvals are completed, an automated process can be set up, which is a real time saver. For example, when a manager submits a ticket for a new hire, HR needs to approve. Once approved, we spin off two new tickets: one to Payroll and one to IT for set up. Inventory management is excellent with the lifecycle tab.

SolarWinds Service Desk Feature Ratings

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

Using Solarwinds Service Desk (formerly Samanage)

30 - HR, Recruitment, Payroll, Safety, Building Maintenance, IT.
  • 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)

Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Replying to, managing tickets.
  • Updating tickets inline.
  • Managing service requests: would be nice if editable.
  • Can't edit service requests or add tasks.
Easy to use. Good UI.