Great out of the box solution
Anonymous | TrustRadius Reviewer
May 09, 2020

Great out of the box solution

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We implemented SWSD as our IT services ticketing solution to replace our former ticketing software with a more modern solution. Since implementing it 1 year ago, it has taken off and is now starting to be used by other business units outside of IT for managing workflows, intake of new work, and tracking metrics of work.
  • Self service
  • Automation
  • Reporting
  • Asset management
  • CMDB
  • Alerting
  • BI integration
  • Automated workflows and reduced time handling tickets.
  • Introduced a self-service web portal for submitting IT requests.
  • Provide published solution articles to our business users to find answers to commonly asked questions and reduced the number of contacts to our service desk.
We went with SWSD because of the ease of usability. The UI was very easy for everyone who tested the various platforms to understand and navigate. We also felt that the customer service and support of the Samanage team was above the rest. Knowing that any solution we went with would inevitably run into issues at some point, it was very important for us to know that the vendor we went with would provide excellent support and service to us.
Issues come up with any solution, it is to be expected. The SWSD support team has always been great at responding to and resolving any issues that come up. Our dedicated support manager has changed a few times over the course of the year, but they are always available to help us if we have questions or need suggestions for best practices.

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Great out of the box cloud-based solution that is easy to implement and easy to maintain and administer. Well suited for any company that is looking for a solution that does not require a full-time administrator to maintain the platform but offers easy to configure workflows and integrations. Maybe less suited for enterprise-level organizations.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository