Solarwinds Service Desk: Good but expensive
May 10, 2020

Solarwinds Service Desk: Good but expensive

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

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

Help desk ticket submission company-wide. Inventory tracking. Customer satisfaction feedback.
  • Easy for users to submit trouble tickets.
  • Two-way communications during trouble resolution.
  • It really is a complete package.
  • Very pricey for a small public school to use.
It was here before me. I plan to try to replace it with Spiceworks, which is free. With the decrease in budget, we have to find ways to cut costs. I used Spiceworks before and I think it does everything we need. I’ll save $7,000 a year.
They responded quickly with the right solution when I was having a problem with SSO SAML.

Do you think SolarWinds Service Desk (SSD) delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy SolarWinds Service Desk (SSD) again?

Yes

It is mainly a help desk ticket submission and tracking system for us. The agent also provides hardware and software inventory.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
5
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
8