Solarwinds Service Desk (formerly Samanage)
Mitchell Hollberg | TrustRadius Reviewer
May 15, 2020

Solarwinds Service Desk (formerly Samanage)

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

Solarwinds Service Desk is used within our IT department to catalog and prioritize requests. It allows a standardized process for users to request IT support and allows IT and management to view current and historical requests.
  • Ticket Management
  • Automated notifications
  • Setup
  • Reporting / Data Exports (Currently manual request to generate *.csv)
  • Limited configuration and customization options in base product
  • User management
  • Better visibility of IT support demand
  • Prioritization of IT support
  • Ability to produce real metrics around IT requests
Have not used other products
Support has been very responsive, though the tool is also very straightforward so we have had very little need to contact support. Samanage staff were very proactive in reaching out to help us with the initial setup and configuration of the tool, and reach out frequently (but appropriately) to see if we have any questions or concerns.

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

Raiser's Edge NXT, Blackbaud FIMS (formerly microedge), Microsoft SQL Server
Any team providing core support for a larger organization would benefit from a tool like Solarwinds Service Desk. We use this in IT, but it could be useful for groups such as HR to manage employee questions and requests, or a centralized marketing department, requisitions team, etc.

The tool seems optimized for use within an organization. I don't see how it would support external customers in a clean fashion.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
7
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
5
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated