One Service Desk to rule them all.
May 05, 2020

One Service Desk to rule them all.

Anonymous | TrustRadius Reviewer
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.

Pros

  • Ease of use
  • Automation
  • Collaboration between departments

Cons

  • 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.
Using their chat feature, I always receive a response within 10-20 minutes and usually get a satisfactory resolution shortly after.

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

The Solarwinds Service Desk is a strong tool for collaboration and organization of incidents and service requests, giving you the ability to manage or enforce procedures and policies creating a consistent and reliable response. From a customer support standpoint, this does wonders being able to keep your employee or client well informed on their request.

SolarWinds Service Desk Feature Ratings

Incident and problem management
8.9
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
9
Self-service tools
9
Subscription-based notifications
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
7
ITSM asset management
8.0
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
10
Change management
9.0
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
9

Comments

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