Solarwinds Service Desk brings people together!
May 15, 2020

Solarwinds Service Desk brings people together!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

We started off using Solarwinds Service Desk in our IT department as a replacement for TrackIt to keep our knowledge base and track incident response. Soon after implementation, we brought in our Facilities Services, Document Services, and Office Services groups, built out service catalog items for those groups, and opened our self-service portal to the entire firm. Having these different service areas linked in the Solarwinds Service Desk has broken down silos between departments. We look forward to bringing in other departments such as Accounting, HR, and Marketing in the future.
  • Communication - public and private comments on incidents keep technicians and requesters in touch throughout the life cycle of an incident.
  • Accessibility - there are multiple ways to engage through the service ranging from entering tickets, chat, and having email directed to auto-create incidents.
  • Self-service - users can request help or services, report problems, and look up information from the knowledge base without assistance, which lends to a more informed and self-sufficient workforce.
  • Service - it's easy to communicate questions or problems to Solarwinds Service Desk support and they are generally very capable, responsive, and willing to escalate feature requests.
  • Service Catalog - it's impressive how much you can accomplish when building out a catalog item; however, there is room for improvement as you cannot go too deep into conditional logic. For instance: building out a request for travel where a user might want to select one or all of hotel, air, and car can only really be effective for one of those items. You'd have to create three separate catalog items, which makes no sense. I believe they'll remedy this shortcoming eventually, though.
  • Change Management - the communication within change management isn't as polished as it is in the incidents module. Notifications do not fire when expected. There has been a recent update to change management, so this may have improved.
  • Reminders - when a task is created and a due date applied, an email with a calendar reminder is sent. The .ics reminder is clunky (not editable) and has to be actively added to one's 3rd-party calendar program. Reminders and notifications WITHIN Solarwinds Service Desk could be far more robust for agents and task-users.
  • We are more easily able to quantify user satisfaction with support.
  • We are able to develop SLAs that quantify and define the obligation of our support teams.
  • The actual cost of Solarwinds Service Desk per agent user is high in our estimation. The more you implement this platform across your organization, the more tightly tethered you are to this solution.
The simplicity and look of the user interface was a huge draw for us. We wanted a clean, user-friendly design that users would not be intimidated by. Solarwinds Service Desk brought that to the table, as well as a use-case across departments, easy automation of service requests, a robust development API, and the ability to use the platform as a communication tool and not just for incident tracking.
Whenever I need assistance from Solarwinds Service Desk support, I use the Chat feature, which appears on any screen I'm in. I usually receive a response anywhere from 2-20 minutes. The support staff are friendly, competent, and willing to escalate items that can't be accomplished over to the engineering team for development consideration as feature requests.

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


Are you happy with SolarWinds Service Desk (SSD)'s feature set?


Did SolarWinds Service Desk (SSD) live up to sales and marketing promises?


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


Would you buy SolarWinds Service Desk (SSD) again?


I think Solarwinds Service Desk is well suited to an IT environment where tracking incidents and communicating with requesters is a high priority. Organizations that want to bring service into focus between historically siloed departments would be well advised to consider Solarwinds Service Desk. I think this platform would be less productive for smaller organizations, as the cost would be prohibitive and may not see a sufficient return on investment.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
Self-service tools
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Not Rated
Change requests repository
Service-level management