One Service Desk to rule them all.
May 05, 2020
One Service Desk to rule them all.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)
We use the Solarwinds Service Desk across the company for incident and service requests. Departments currently using the Solarwinds Service Desk are Information Technology, Loan Support, Loan Application Support, Facilities, CRM/Salesforce Team, Development Support, Telecom Department, and Marketing. Each of these departments works on different requests so having it all in one system integrated saves a lot of back and forth and decreases the resolution time.
- Ease of use
- Automation
- Collaboration between departments
- Agent User Interface (been consistently improving though)
- Portal customization
- Automation
- Time management
- Collaboration
- Organization for quick support times
We first used Freshdesk several years ago and moved to Zendesk because the features were not where we needed them to be. Moved from Zendesk to Desk.com because we wanted to integrate with Salesforce and Desk was included in our contract. Desk.com was discontinued and we needed to find another solution moving forward. Solarwinds Service Desk met a lot of our needs and their customer support and price-point were big purchasing factors.
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