#1 most frequent
United States of America
84.2%149 installations of 177
What is SolarWinds Service Desk?
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.
Categories & Use Cases
Media
1 / 7
Top Performing Features
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.6
Areas for Improvement
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Service restoration
Impact assessment and automated fixes for common problems
Category average: 8.2
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.3
Who Buys & Uses SolarWinds Service Desk (SSD)
#2 most frequent
Canada
4.5%8 installations of 177
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
4.5%8 installations of 177
Small but mighty IT management system
Use Cases and Deployment Scope
Solarwinds Service Desk is used to manage our day to day IT operations. This system allows our users to enter tickets, we can prioritise and respond to them. This allows us to run an efficient Issue department. We also use this stem to track and maintain assets. Having the data for our devices in one place, that can be linked to tickets, is helpful.
Pros
- Ticket management
- Asset management
Cons
- Work flow customisation
- Contact customisation
Return on Investment
- Save my team time
- Organises assets
Usability
Alternatives Considered
Freshservice, Zendesk Suite and SolarWinds Web Help Desk (WHD)
Other Software Used
Freshservice, Notion, Jamf Pro
SolarWinds Service Desk - Making Service Management Easier!!
Use Cases and Deployment Scope
SolarWinds Service Desk is a single and transparent platform for our employees in my organization as all the employees can log the tickets when any issue comes and can monitor the same on a regular basis and get the resolution in the easiest way possible. It is a ticketing system for most of the organizations today along with ours.
Pros
- IT Ticketing System
- Tickets Raising and getting the resolution accordingly.
- Incident Management
Cons
- Asset Management Dashboard can be improved.
- Workflow is little complex.
- N/A
Return on Investment
- Asset Management
- Incident Resolution
- A transparent Management platform
Alternatives Considered
ServiceNow IT Asset Management and Jira Service Management (Jira Service Desk)
Other Software Used
Jira Service Management (Jira Service Desk), ServiceNow IT Asset Management, Cherwell Asset Management
Solarwinds Service Desk Review
Pros
- Love that it is cloud-based, so even when I am not in the office I am still able to log in and assist and or see what is happening.
- It allows the techs and staff to communicate within the portal and provides the techs the options to do "private" messages that the other techs can see but not the end-user.
- Makes configuring the layout simple and allows us to "brand" it the way we want and not just another cookie-cutter version.
Cons
- I would love to see the ability to change and move sections around on the forms to help prevent wasted space and lengthy scrolls.
- I would also like to see an addition to the inventory section to include depreciation values and have itself calculate based on purchase criteria.
- For the checkbox option, it would be nice to be able to control how many checkboxes are per section and have other things triggered if the checkbox is checked.
Return on Investment
- We were able to get this system set up and implemented in less than one day so there was very little time needed to transition.
- The ROI we easily made up within a couple of months' time with the ease of integration and less time spent trying to contact techs to see what is happening.
- By having the Knowledgebase articles we no longer need to hunt and find prior solutions to send the staff. We can easily create a solution and link it to any of the help desk requests.
Alternatives Considered
Spiceworks and WebTitan
Other Software Used
Snagit, Kaseya Virtual System Administrator (VSA)
Complete Service Desk for great support services of all parts of the organization!
Pros
- Great Automate IT asset management.
- Secure Cloud Based Platform.
- Automate risk detection.
- Rich help desk knowledge base help desk.
- Service Desk Live Chat.
Cons
- When another technician or IT service desk agent is viewing the same ticket, that ticket must be locked or inform other agents.
- They can work more on UI for better experience.
- Search function must be developed.
Return on Investment
- The IT support department is often faced with a large number of repetitive questions daily, and these questions must be answered accurately and without error, and customers can be referred to the site's educational links or manuals. Through SSD platform, everything is automated and the error rate is almost zero, and users respond and supporting better.
- The additional costs of the company are much lower, an automation system helps a lot to reduce additional costs and save time and energy.
- Cloud-based Platform and the feature of Addressing problems from anywhere and at any time with the Service Desk app via Mobile Application is great.
Alternatives Considered
Freshservice, Jira Service Desk, SysAid, Spiceworks Help Desk and GoToAssist Remote Support
Other Software Used
SolarWinds Dameware Remote Support (DRS), SolarWinds Backup, SolarWinds Mail Assure
Fundamental product for managing technical issues
Pros
- I am in a position of controlling numerous desktops through one system and I provide knowledge-based services to my employees.
- Through this tool, I can easily log into my employees' desktops and elaborate step by step how to resolve any particular issue. Thus I have taught them to be self-sufficient.
- It has empowered me to handle the configuration more precisely.
Cons
- The only con that I found is that it is quite costly, due to which small organizations cannot afford it.
- It failed to support hardware inventory.
- It does not help in handling the aggregate links appropriately.
Return on Investment
- It has equipped me with all the features that provide easy monitoring of the devices and multi-vendor network monitoring so that I can easily manage the faults, performance, and availability also.
- SolarWinds Service Desk (SSD) has taught me how I can analyze and optimize my database performance.
- It also provides me effective reporting about the entire wok history.
Alternatives Considered
Jira Service Management (Jira Service Desk)
Other Software Used
Zoho Social, Zoho Books, GitHub, GoDaddy
