Solarwinds Service Desk
Christine Blickhan | TrustRadius Reviewer
May 05, 2020

Solarwinds Service Desk

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

Solarwinds Service Desk is used across the whole organization. We use it for application assistance/issues, onboarding, offboarding, user security changes, hardware/software issues, change control, and procurement tracking.
  • On-boarding, so we do not forget any steps
  • Off-boarding, so we do not forget any steps
  • Change control for tracking system modifications
  • Resolving and then closing a ticket--I wish we could just close, without having to resolve first.
  • I wish custom reporting was easier.
  • I wish automation allowed for multiple key words, such as "key word = this, or key word = that."
  • Our users are liking it more since we have changed. They just send an email, rather than going into the UI and selecting Categories/Sub Categories.
  • Our helpdesk personnel do not like having the users send tickets via email because the automation rules are not as robust as we need them to be, to get the ticket assigned to the correct personnel.
Each application has its own good part and not so good parts. We chose Solarwinds Service Desk because our iSupport license was expiring and we thought we would try something different.
Anytime a question is asked, the answer is given as though the user asking the question knows the application inside and out. Answers to questions should be more detailed and include a URL or documentation. The help within the application is old and should be updated. I say this and have not tried to use the help in quite some time, as it was old and no longer applied with all the application changes that had taken place.

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 because you can track help desk items, work request items, change control items, and equipment all in one place.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
8
Policy and contract enforcement
7
Change requests repository
8
Change calendar
8
Service-level management
8