| Product | Rating | Most Used By | Product Summary | Starting Price |
|---|---|---|---|---|
 SolarWinds Service Desk | Score7.7 out of 10 | N/A | SolarWinds Service Desk (formerly Samanage) is a cloud-based, multi-tenant IT service desk and asset management software for IT and enterprise service management. Samanage is on a single, always new instance of software. The service desk includes a self-service portal, service catalog, knowledge base, and SLA management tool. The integrated agent-based asset management solution collects contracts and licensing data from Windows, Mac, Linux, and Unix systems. | N/A |
 SysAid | Score9.1 out of 10 | Mid-Size Companies (51-1,000 employees) | SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support. | N/A |
| SolarWinds Service Desk | SysAid | |||||||||||||||
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| Editions & Modules | No answers on this topic | No answers on this topic | ||||||||||||||
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| Entry-level Setup Fee | No setup fee | Required | ||||||||||||||
| Additional Details | — | SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management. | ||||||||||||||
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| SolarWinds Service Desk | SysAid | |
|---|---|---|
| Considered Both Products | Chose SolarWinds Service Desk Samanage is far better than both. SysAid had similar features, but Samanage seems to execute them all much better. Also, Samanage HQ is located in the USA, which is very convenient for us. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose SolarWinds Service Desk We looked at ServiceNow, SysAid and Track-It! and Samanage came out on top because it did everything well. The other three were all more proficient in some things, but they were not a complete package. Chose SolarWinds Service Desk SSD has more features and simplicity in implementation, and working with it is very important to us. It is also very reputable in terms of company security and safety. Helpdesk software should be designed user-friendly in mind. The SolarWinds desktop is created in the cloud … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose SolarWinds Service Desk No asset management available for the other products at the time, which is why we went with Samanage. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info | Chose SysAid SysAid is super nice. I cannot say enough how great the auto-assign ticket feature is. That alone is a game-changer. Our query to assign tickets is very complex because we use SysAid to manage tickets for our standard helpdesk tickets (divided by site location), student … Invited by the Vendor A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose SysAid [SysAid had a] much more customizable and better implementation team. Invited by the Vendor A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose SysAid We chose SysAid over the cost concern. Also, SysAid is a power all-in-one application that can do all the work. We ended up using different applications for different tasks (patch management, anti-virus and asset management) because other management and performance issues. Invited by the Vendor A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info |
| Key User Insights | ||
| Would buy again | ||
No answers on this topic | No answers on this topic | |
| Delivers good value for the price | ||
No answers on this topic | No answers on this topic | |
| Happy with the feature set | ||
No answers on this topic | No answers on this topic | |
| Lived up to sales and marketing promises | ||
No answers on this topic | No answers on this topic | |
| Implementation went as expected | ||
No answers on this topic | No answers on this topic | |
| SolarWinds Service Desk | SysAid | |||||||||||||||||||||||||
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| Incident and problem management |
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| SolarWinds Service Desk | SysAid | |
|---|---|---|
| Likelihood to Recommend | 8.0 | 9.3 |
| Likelihood to Renew | 6.5 | 8.9 |
| Usability | 8.0 | 8.0 |
| Availability | 8.7 | 9.1 |
| Performance | 8.9 | 9.1 |
| Support Rating | 8.0 | 7.5 |
| In-Person Training | 9.1 | 9.1 |
| Online Training | 8.2 | 9.1 |
| Implementation Rating | 8.9 | 8.5 |
| Configurability | 7.3 | 9.1 |
| Contract Terms and Pricing Model | - | 9.1 |
| Ease of integration | 4.5 | 9.1 |
| Product Scalability | 8.9 | 9.1 |
| Professional Services | - | 9.1 |
| Vendor post-sale | 8.2 | 9.1 |
| Vendor pre-sale | 7.7 | 9.1 |
