Item: SolarWinds Service Desk (SSD)
Rating: 9
Author: Derek G Desautels Jr

Use Cases and Deployment Scope

As a construction company, we have utilized Solarwinds Service Desk in a very unique way. We launched Solarwinds for our homeowners and warranty team. This gives the homeowners the ability to log in/email warranty-related items on their homes so that the warranty team can address them and track the tickets as they come in.

Pros and Cons

Ability to manage and close out tickets
Inventory asset tracking
Service catalog items - Great for on-boarding new employees

Reporting
Reporting
Reporting

Return on Investment

Helps us run more efficiently on an internal IT service standpoint

Alternatives Considered

Zendesk

I didn't use Zendesk much but when I used it at a previous company it was years ago and I felt it was very lackluster and didn't have a lot to give. Samanage at the time I was introduced and now has continued to grow and build out its systems making it feel very powerful and intuitive.

Support Rating

Sometimes it's hard to convey the issues you have over chat.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of SolarWinds Service Desk (SSD) go as expected?

Yes

Would you buy SolarWinds Service Desk (SSD) again?

Yes

Other Software Used

Procore, PlanGrid, Zoom

Likelihood to Recommend

Solarwinds Service Desk is perfectly suited for any company's internal IT functions. Great for IT when onboarding new employees, tracking assets, or managing tickets. The ability to make service catalog items for onboarding is easy, well built, and fully customizable.

Solarwinds can do everything but actually produce solar power!

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)