ITSM-focused Help-desk Solution
May 06, 2020

ITSM-focused Help-desk Solution

Justin Soungie | TrustRadius Reviewer
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.

Pros

  • 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".

Cons

  • 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.
They were great getting the software up and running. I've required help a few times and usually get great service. The past couple times it was less-then stellar. Overall I think they are responsive, informative and knowledgeable. It just happens my last two calls were like pulling teeth.

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 a great fit for small-large teams or geographically diverse teams. Our company doesn't follow ITSM but the framework is very welcome. It gives us the framework to centralize our IT team and keep everyone informed.

SolarWinds Service Desk Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
Not Rated
Self-service tools
9
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
10
ITSM reports and dashboards
7
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
9.0
Change requests repository
10
Service-level management
8

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