Solarwinds Service Desk (formerly Samanage)

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.

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.