Good things from the Solarwinds acquisition of Samanage
May 15, 2020
Good things from the Solarwinds acquisition of Samanage

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)
We currently use the Solarwinds Service Desk in the capacity of incident management, change management, issue tracking, asset management, and technical information repository. Other departments within our organization use it as well for non-technical issue tracking and workflow/process management. The main business problem it addresses for us is in the efficient tracking and management of trouble tickets within the organization.
- The platform is pretty easy to use by non-technical staff.
- Setting up and managing things like single sign-on and automatic user-provisioning is straightforward when coupled with Azure AD.
- Customizing categories and workflows was fairly simple.
- Asset management could be better.
- Using the platform to track orders could be better as custom PO numbers cannot be entered in a searchable way.
- Integrations with other service desk applications still could be improved, but has gotten a lot better with the Solarwinds acquisition of Samanage.
- Setting thresholds for ticket aging and policies around SLA has helped quite a bit.
- The email functionality helps with end-user engagement much more than a help desk portal.
- Reporting wizards could be better. We’ve had to engage support a few times in trying to understand how to get the data we wanted.
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