Solarwinds Service Desk Review
May 28, 2020

Solarwinds Service Desk Review

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

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We have three departments using Solarwinds Service Desk for Incident Management. Users send emails to the department that they need help from and Solarwinds creates the help desk ticket based on the email address sent to. We are also using Solarwinds to track our assets.

Pros

  • It is easily customizable.
  • Product support is outstanding.
  • The mobile app is super helpful.

Cons

  • It takes time to deploy the Asset management agent onto devices.
  • It would be nice if the page auto-refreshed.
  • Solarwinds saves our agents time and effort. We especially like the mobile app!
Solarwinds was HIPAA compliant out of the box. That was very helpful for us.
Solarwinds support is amazing! They respond quickly and are always very helpful.

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

Solarwinds Service Desk is well suited for any department that needs incident management. It is easy to use and the GUI is easy to navigate.

SolarWinds Service Desk Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
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
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

Comments

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