Item: SolarWinds Service Desk (SSD)
Rating: 8
Author: Verified User

Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)

Use Cases and Deployment Scope

We use it for help desk and inventorying IT assets. The IT department controls all aspects of Solarwinds Service Desk and maintain the inventory. Users input tickets and monitors their progress for help desk related issues, and the IT department uses tickets to track work for documentation and to keep users in the loop on their IT related issues.

Pros and Cons

Pros

Help desk
Inventory IT assets
Licensing tracking

Cons

Licensing tracking

Return on Investment

Quicker response to help tickets.
Documentation on previous issues, decreases time on staff fixing issues.

Support Rating

Have not dealt with them too much, but the few times I have they were nice, polite, caring and made sure things got done. The initial setup of getting the Service desk they were great working with our company to get everything going quickly and smoothly.

Key Insights

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

Likelihood to Recommend

Great if looking to have a ticketing system end-users and the IT department can use to track, discuss, and review any tech-related issues. Makes getting the info the IT department needs from the end-user to work on the issue simply and streamlined.

SolarWinds Service Desk Feature Ratings

Comments

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Solarwinds Service Desk (formerly Samanage) Review