Overall satisfaction, needs some work on reporting details
May 06, 2020

Overall satisfaction, needs some work on reporting details

Virginia Grey | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

SolarWinds is being used for Incidents, Contract Management and Inventory by the IT Department. Until we had Samanage, IT had no way to track service requests or document outcomes. Now we have established benchmarks and can provide metrics to our Executive Team to document growth and technical trends.
  • Incidents - the bread and butter of an IT department. SolarWinds has an easy-to-use configuration. Training takes minutes.
  • Inventory is excellent. If technical equipment is purchased, it gets tracked in SolarWinds and we can easily track items, even if they've been assigned to other staff.
  • Changes in Incidents should be fully disclosed before dev releases them. Many times we started on a Monday and found things were turned around and it took us awhile to find what we needed and get used to the new setup.
  • Reporting really needs to be more robust. We can pull some canned reports that can be used in meetings, but for IT staff who need to get specific information quickly, that doesn't happen.
  • All positive: the service desk helped us organize, categorize and track our incidents.
Samanage offered the same options, for a much better cost. SolarWinds might be up there with Zendesk now.
Usually very responsive, when there is an issue.

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?


For the small IT Department, this is the perfect tool. It's easy to set up, easy to understand and customize as needed. The cost under Samanage was appropriate as well. Under SolarWinds, the cost has increased enough that we (small non-profit) may need to consider finding an alternative as they couldn't work with us at all on the price. Also, if an organization needs more robust, configurable reporting, they might need a more sophisticated program.

SolarWinds Service Desk Feature Ratings

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