ITSM-focused Help-desk Solution
May 06, 2020
ITSM-focused Help-desk Solution
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)
We are using Solarwinds Service Desk in our IT department to service our organization. It's our ticketing, problem, and change management ITSM system.
- Multiple methods that our employees can open and monitor incidents.
- Easy to use app for the IT team to keep up to date with incident status.
- ITSM framework is logical and well thought out.
- Works extremely well "out of the box".
- User portal is a bit dated, needs to be brought forward from 2005.
- More guidance of how to maximize the AI for smart suggestions.
- It's been extremely well received and prevents incidents from "falling through the cracks". This is our first end-user facing ticket system so I don't have numbers to compare. But I've had multiple people across our sites approach me with great feedback. As many of you know, most times when IT works well we don't hear anything back - so it's a big deal.
Zoho has a multitude of products that may be great for some companies, but I found the product didn't feel like it was polished or done well. More of a Jack-of-all-trades, master of none.
Freshdesk and Zendesk had a lot of modern features but lacked the ability to host multiple companies/domains under one help desk. They also lacked the ITSM framework, which was a huge plus in my decision making.
Freshdesk and Zendesk had a lot of modern features but lacked the ability to host multiple companies/domains under one help desk. They also lacked the ITSM framework, which was a huge plus in my decision making.
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