SolarWinds Service Desk

Score7.8 out of 10

163 Reviews and Ratings

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

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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

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

Verified User

Supervisor in Information Technology (201-500 employees employees)

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

Verified User

Manager in Information Technology (201-500 employees employees)

Pros

Easily allows multiple technicians to manage and track helpdesk tickets.
The ability to customize the system is very nice.
A very good end-user portal for tracking their tickets and self-help

Cons

Incident automation is limited compared to other systems.

Return on Investment

Management of helpdesk tickets is invaluable

Alternatives Considered

Spiceworks, Zendesk and ManageEngine ServiceDesk Plus

Other Software Used

SolarWinds N-central, Cradlepoint NetCloud (formerly Pertino), GoToAssist SeeIt, Microsoft Office 365, GoToMeeting

Vandana Yadav

Presales Executive in Information Technology at Corporate Infotech Pvt Ltd (1001-5000 employees employees)

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

Allan Eisenhauer View profile

Director of IT / Purchasing Manager in Information Technology at Macomb / St. Clair Workforce Development Board (51-200 employees employees)

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)

Ali Kazempour View profile

Information Technology Adviser in Information Technology at AZEREX (1-10 employees employees)

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

Zendesk Suite

ServiceNow IT Service Management

SysAid

Freshservice

SolarWinds Service Desk

What is SolarWinds Service Desk?

Categories & Use Cases

Media

Key Features

Top Performing Features

Subscription-based notifications

Organize and prioritize service tickets

Configuration mangement

Areas for Improvement

Expert directory

Service restoration

ITSM collaboration and documentation

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

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