User Reviews Overview
About SolarWinds Service Desk
SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses...
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- Industry: Biotechnology
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Samanage is an easy to use solution that makes my life so much easier
We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is perfect and easy to use which enables users to understand the problem and submit tickets!
Pros
The ease of use. The system allows the natural flow of tickets into problems, problems into changes and the audit trail is perfect for our validation/qa friends. We love that the API is easy to intergrate and have pulled in our sharepoint system with the API to automate tasks like account creation/separation.
Cons
The system could uses a few tweaks but I think this is just growing pains. The Samanage team has been straightforward with what they are implementing and changes are being released consistently. Over the past two years of having the system, I can say the updates are wonderful and truly address issues. Not purely cosmetic.
- Industry: Environmental Services
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Huge Upgrade
Overall experience with this product have been great so far. Our employees use this platform more than our last and they have also been able to find their own solutions more. I really love the support from the customer support a lot. The support is always right on top of any issues and I have experience very quick responses when I do need to contact them. A+ on customer support.
Pros
I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen.
Cons
We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work on one catalog item.
Alternatives Considered
Zendesk SuiteReasons for Choosing SolarWinds Service Desk
We needed a friendlier GUI with more User integration.Switched From
KACEReasons for Switching to SolarWinds Service Desk
Cost to features were a big plus. We got everything out of the box with Service Desk that we need currently.- Industry: Warehousing
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Good Out-Of-Box product for small, scalable team
We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.
Pros
I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.
Cons
There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.
Top SolarWinds Service Desk Alternatives
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for Free Trial
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Review Source
Efficient and User-Friendly: My Experience with SolarWinds Service Desk
Many users have reported that the software is highly customizable, user-friendly, and offers a range of features to streamline IT service management. The software also offers good collaboration tools that allow team members to work together more effectively.However, some users have noted that there can be a steep learning curve for new users, and the mobile app has limited functionality compared to the desktop version. The pricing for the software may also be a concern for some businesses.Overall, it seems that SolarWinds Service Desk can be a good option for businesses that need a powerful and customizable IT service management solution, but it's important to carefully evaluate the software and its features to determine if it's the right fit for a particular business.
Pros
User-friendly interface: Many users appreciate the clean, intuitive interface of SolarWinds Service Desk. The software is designed to be easy to navigate, and users can quickly access the features they need without getting bogged down in unnecessary menus or options.Customization options: SolarWinds Service Desk is highly customizable, which allows businesses to tailor the software to their specific needs. This includes the ability to create custom workflows, fields, and forms, as well as automate tasks and notifications.Collaboration features: The software offers a range of collaboration features that allow team members to communicate and work together more effectively. This includes the ability to create and assign tasks, track progress, and share information in real-time.Integration with other SolarWinds products: SolarWinds Service Desk integrates with other SolarWinds products, such as Network Performance Monitor and Server & Application Monitor. This can be useful for businesses that want to create a more comprehensive solution for their IT needs.Responsive customer support: SolarWinds offers responsive customer support for its Service Desk software, including a comprehensive knowledge base, user forums, and technical support. This can be helpful for businesses that need assistance in setting up and using the software.
Cons
Steep learning curve: While SolarWinds Service Desk is generally user-friendly, some users have noted that it can take time to learn how to use all of the features effectively. This may be especially true for businesses that are new to IT service management software.Limited mobile app: SolarWinds Service Desk offers a mobile app for iOS and Android devices, but some users have noted that it has limited functionality compared to the desktop version. This can be a disadvantage for businesses that need to manage IT issues on the go.Limited customization for email templates: Some users have noted that SolarWinds Service Desk offers limited customization options for email templates. This can be frustrating for businesses that want to create custom email notifications and alerts.Pricing: Some users have noted that SolarWinds Service Desk can be expensive, especially for small businesses or those with limited IT budgets. While the software offers a range of features and customization options, some businesses may find that it is not cost-effective.Integrations with third-party applications: While SolarWinds Service Desk does integrate with some third-party applications, some users have noted that the integration options are limited. This can be a disadvantage for businesses that rely heavily on other software solutions for their IT needs.
- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Solarwinds Great Ticketing system
Pros
Ease of use
Able to create custom Workflows
Ability to build custom reports
Cons
Procurement module can use some improvement but does what it's intended to do.
- Industry: Restaurants
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Great Product for Helpdesk, Task Management and Software Inventory
Pros
This solution is great for tracking incidents, solutions, problems, etc for company IT departments. It provides an easy to use interface that allows for easy creation of FAQs and a Solutions Database.
Cons
There are some things bulk items that cannot be imported without the use of the API, which is a tiny bit annoying, and some of their python and Ruby API sample code is out of date or no longer maintained.
Alternatives Considered
Zendesk SuiteReasons for Switching to SolarWinds Service Desk
It seemed to have a more in-depth product that gave us the detail that we needed and the integration that made our lives a little easier.- Industry: Utilities
- Company size: 201–500 Employees
- Used Daily for 1-5 months
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Review Source
New to SolarWinds Service Desk--Perfect fit for us!
I am Super Happy with this software. I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.
Pros
Efficiency--There are so many things that can be updated from the main page that lists your incidents. Very easy to learn and to use.
Cons
Integration with Active Directory. We were able to setup Single Sign-On, but it wasn't as smooth as I would've liked. But it does work, so it's not really a con, just the complexity of it was a little more than the rest of the setup.
Reasons for Choosing SolarWinds Service Desk
The previous software was pretty clunky, having to go to several different screens to make different updates on the same ticket. With Service Desk, I can make many of those changes without even having to open the the ticket itself.Reasons for Switching to SolarWinds Service Desk
Overall, the user interface just seemed easier to navigate. The price was also better than the alternatives. All around, I just had a really good feeling about this software from the beginning. I actually chose this over the software that I had recommended initially.- Industry: Higher Education
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
SolarWinds Service Desk
Pros
SolarWinds Service Desk is an intuitive, robust and dependable service management platform. It is cloud based (big plus) and continually has new feature/functionality roll outs.
Cons
The mobile app could use some work, it is a little cumbersome from a technician's stand point.
Alternatives Considered
FootPrintsReasons for Switching to SolarWinds Service Desk
SolarWinds offered much more functionality and features as is more in line with what we were looking for.
- Industry: Retail
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
Great Cloud Service with Many Features, Expensive for the Full Version
Incident, problem, and change management are all extremely easy to set up and begin using due to the cloud-hosted nature of the product. As it is fully web-based, low-level training is not required for techs or users.
Pros
Easy to deploy as it is a cloud-based system. Initial setup requires low effort and detail. Branding is easy to apply, functionality is easy to test out of the gate.
Cons
Information on asset discovery, connections, and scanners feels lacking. Connecting to SCCM via the database has very little information, and after a month of attempts, it is not functional. Support has been a bit slow on response when inquiring regarding this issue, even after purchase.
Alternatives Considered
JIRA Service ManagementReasons for Choosing SolarWinds Service Desk
The previous system was not set up or deployed correctly or completely within our company.Reasons for Switching to SolarWinds Service Desk
Functionality, especially with knowledge base management and self-service portal, is much better. The integrations with other systems promised also allows for much more expansion possibilities in the future.- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
SWSD Gives my team room to breath
Very happy and know i made the best decision purchasing this tool for our organization.
Pros
Great inventory management, change management, SLA support, Contract management, infrastructure monitoring etc.
Cons
Data entry updates have to be done using a CSV file
- Industry: Banking
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Good Product for ITIL Best practices
I am the administrator of the application in my Managed Information Services department. I selected this product, deployed this product and administer this product and the setup and use of the product is intuitive and easy to master quickly.
Pros
The ease of creating automated workflows makes the product easy to use and creates efficiencies by automating mundane manual processes. Having the ability to work, escalate and integrate tickets all from a single pane of glass is also a good feature
Cons
Reporting is a downfall for a majority of apps these days. While some of this is mitigated through the ability to filter and export list results, more functionality in reporting is needed.
Alternatives Considered
ManageEngine ServiceDesk PlusReasons for Choosing SolarWinds Service Desk
Cost, and functionality issuesSwitched From
FootPrintsReasons for Switching to SolarWinds Service Desk
cloud based and better user interface.- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Wish it was my daily driver...
Overall I enjoyed using this a great deal and wish we could move over to this from our current helpdesk solution. The connection time for our current software is absurd, having an external program needed just to remote in is a joke, and Kaseya goes down very...VERY often. This seems like the bar is set pretty low for SolarWinds to succeed, but I'd like to give credit where it's due. Web-based solutions for programs is truly the future in my opinion and SolarWinds is right inline with that. You can basically do everything from the web browser which means less for us to set up or maintain (and doesn't bug you about program updates all the time). I mean it when I say I'd love to move to SolarWinds.
Pros
To give some background, we took on IT services for a smaller company that was getting absorbed by us. While a lot of the IT foundations laid down were pretty flimsy or problematic, one thing stuck out as very well done. They were using Solarwinds for I.T. support and it was definitely a sigh of relief amongst the other mismanagement from before.
Everything such as device enrollment was pretty simple, the feature set for online client management was well-stocked, and my favorite was the ability to remote in without needing an external program to do so. We currently use Kaseya and it's just hot garbage, I sincerely wish we could move over to Solarwinds for our main company's IT helpdesk tools.
Cons
While there is a lot to like about this, some of the UI felt a little "cramped" from time to time. The feature set was nice, but what I was looking for was sometimes a tiny little button on a small option bar. Perhaps some buttons or icons of size would help streamline things, as this can also make training others more difficult, since the task options are easy to miss.
- Industry: Oil & Energy
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Outstanding!
We needed a solution, and we needed one fast. We had test driven many, but something didn't feel right. Two things made us choose Samanage. The software had every feature we were looking for, and the people were excellent. From the beginning, we were treated like VIP's. We were given professional courtesy, we were given kindness and flexibility, we were shown appreciation, and we were given everything we needed to stand up the ticketing system in our environment. The staff, made us all feel like we were part of their family and we can't thank them enough. The demos were terrific, the trial was awesome, the sale itself went smooth, the implementation was perfect (including the SSO option), the support was phenomenal and the Go-Live went off without a hitch. This was just one of the best end to end experiences I have ever had the pleasure of being a part of. The Samanage team are just a bunch of really cool professionals that truly care about their customers. Every call was a pleasure, and they taught us how everything worked. We have had nothing but excellent support, and we are happily enjoying all the features and functionality as we use it daily. I have personally thanked them over the phone, and in email messages, but I still can't thank them enough. We were on a hard deadline to get everything working in a very short time. The Samanage team delivered on time, and within budget. We couldn't be happier. Thank you, Samanage Team! You ROCK!!!!!! :)
Pros
Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected.
Cons
It doesn't know how to make me coffee in the morning, but other than that, it's hard not to like something that makes your life easier.
- Industry: Oil & Energy
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Samanage Helpdesk Best!
The most granular are where Samanage stands out from the crowd is in its Dashboard and the array of reports that it generates. Upon login, the Dashboard is where users are automatically placed. It provide users with immediate inside into what's going on across the organization.
Another feature I like in Samanage is its single sign-on functionality. Many of contenders failed to support this capability at all. Once users are signed on, they can be assigned different roles and groups depending upon what they need to do and what access level is required.
There's also something Samanage calls "risk detection." This isn't a security tool constantly searching for code holes or digital invaders, however. Rather, it's based on the data Samanage gathers as a helpdesk and asset management tool where it uses that information to keep track of best practices, expiring licenses, and similar information that might compromise your IT organization from a financial or contract perspective. We weren't able to test this feature, so be sure to evaluate yourself thoroughly before banking on it.
Samanage doesn't have everything a good help desk solution should have, but it does offer many features that are important to ITIL, including problem, incident, and change management. Samanage has a pleasing aesthetic, is fairly easy to use once you get used to it, and given its feature breadth you'll certainly find the right tool for the job somewhere in the suite.
Pros
Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions
Cons
A lot of features but some seem unnecessary.
- Industry: Restaurants
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
CHG Review
Overall experience was great! Definitely like better than service now and also works well with solarwinds network monitoring.
Pros
Ticket management is easy to use
Asset management works well
Ticket assignment function works well
Helpdesk monitoring is a great tool
Cons
A little cumbersome to set up, but once completed works great! Had some difficulty adding custom fields.
Alternatives Considered
ServiceNow Customer Service ManagementReasons for Choosing SolarWinds Service Desk
Needed more functionalityReasons for Switching to SolarWinds Service Desk
Easier to use for helpdesk team- Industry: Building Materials
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Great Help Desk Solution
As a member of IT in a hearth company, it is very important that I serve my internal customers in a timely manner and resolve any issues that they are having and Samanage has helped me do that due to their helpdesk solution. It offers great customization in what information I see on the helpdesk page and and thus I am able to prioritize tasks according to severity. I also like the report statistics and able to view my performance over a period of time. This helps improve on service quality.
Samanage support is very helpful and give an extremely fast response and are always very courteous
Pros
Customizable and clutter free helpdesk
Customizable Reports
Outstanding Support
Supportive Community
Cons
I dont have any particular weakness in order. As I have used it throughout the years I have become appreciative of how the interface is designed. Its clutter free and lets me do my work
- Industry: Education Management
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
A review of solarwinds
It was my first help desk product and has been one of my favorites sense. Besides controller restrictions and how that can impeded closing a ticket, it worked great and, at its core, was a strong helpdesk product that removed the overbearing micromanagement you might see in other options.
Pros
There is no nonsense involved with this software. A lot of time feels like its lost in options that offer too much customization. You are able to distinctly view what your responsibilities are to your department and work from there.
Cons
Its too simple. It makes for a cluttered looking interface, unfortunately. While this is no major problem, any lack of self-discipline can lead to a very messy ticket queue.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Ideal tool for service desk management
*Solar wind is one stop for a managed service desk tool.
*IT has numerous feature associated within, one among is solarwinds network monitoring. Usually organization will have a different tool for network monitoring itself but solarwinds provides access to this future without needing to have different tool.
*Easy to access and multiple means of ticket creation and tracking.
Pros
Network Monitoring and Reporting / analytics re two feature mostly used in our organization.
This tool also helped me log into employees desktop and understand step by step to resolve any particular issue.
Provides way better workflow process and I am sure It may get way bigger.
Cons
Reports could be managed in a better format or structure because there is so much you can do with reports.
- Industry: Nonprofit Organisation Management
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Samanage review
Easy to configure and get set up. Love the agent on our computers so we get real-time insights on our assets. Everyone we've worked with at Samanage has been responsive and helpful. We started with the asset management, and now are about to expand to the service desk which looks like it has some awesome features we plan to utilize right away like workflows and Jira integration. Wish the reporting was more robust so we could automate any report we want, but we're still able to get at what we need through saved lists/searches.
Pros
Samanage agent to track assets, Jira integration for service desk
Cons
Reporting. We couldn't set up the reports any way we wanted so currently have to manually go in weekly/monthly to pull the data we want from lists instead. I wish we could customize the reports and set up the schedules to eliminate the manual steps.
- Industry: Nonprofit Organisation Management
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Wonderful Product
The service desk has changed the IT department in a good way. We are not duplicating work (as much), we are held accountable for the things we are doing, and we are able to see if there are reoccurring issues withing the agency to know that it may be a bigger problem than one isolated incident.
Pros
That it allows for customization, and it keeps everyone on the team in the loop with how issues are handled. It also allows everyone on the team to see if another team member may need help with one of the issues that they are working on.
Cons
I haven't really found anything to complain about yet... every time there is an issue the customer service people are spot on to help resolve whatever I have found.
- Industry: Construction
- Company size: 1,001–5,000 Employees
- Used for 1+ year
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Review Source
Samanage provides a highly visible system for user support and asset management in one...
Pros
I felt that SaaS was the way to go with an incident management system, and I've not been disappointed. We experienced just a few brief outages in the years when I was the administrator. There has been decent integration support for the features I've been using. I appreciate that the nomenclature follows closely with the ITIL definitions (Full disclosure: I am no ITIL expert, but from what I can tell, the effort was made to align with ITIL processes)
I liked the feedback system with users. We were able to achieve a customer feedback score right at 98% positive in FY 2017.... most important thought was that it was measured and that the 2% who were unsatisfied could leave feedback as to why.
Cons
Tasks integation with the other front-line features was basically non-existent. There were a few suggestions that I provided on how to improve the software... in each case we got rapid feedback on the suggestions... but when the feedback is 'we aren't doing that.' it is about as useful as never hearing anything back.
- Industry: Computer Games
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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Review Source
My overall experience was great.
Pros
I was looking for a computer management software to help me manage my network and services and came across Solarwinds Service Desk. It offers an incredible amount of functionality, while maintaining a simplistic user interface. The product allows me to manage my network and services from a single place and provides a powerful group management capability, which is very user friendly. I was able to set up and customize different groups based on my own needs and preferences.
Cons
No problem, it was a great experience and I am very satisfied. I think I haven't had any complaints since the day I used it.
- Used Daily for 1+ year
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Review Source
good for small team, but multi-team use has some draw backs for moderate/large IT departments
Pros
I like that Samanage is all web based and easy to submit/open tickets by email--very customer friendly.
Cons
The problems we experience with Samanage are related to teams within IT that have to cover components of the ticket. The Search functionality requires macros which is too complicated. Each status change sends a message to everyone, way too many emails go around--should be consolidated to a single message every ten min or so--or leave it up to the user to send a message. There is no Private Messaging within IT team, so we are constantly leaving comments, and then reassigning tickets to each other, but this leads to numerous emails going around.
- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Well designed and easy to use.
Saves time and makes it easier to manage service desk requests.
Pros
Interface is intuitive and setup is easier than most Service Desk software I've used in the past especially with the help we received from the samanage implementation team.
Cons
Adjusting and maintaining the views that I want. I'm fairly picky with how I want things arranged and depending on how I navigate through samanage, my views can revert back to defaults. I feel there should be a more consistent behavior with views.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Great Service Desk and Inventory system
We improved our SLAs using SAManage as an Incidents platform.
We also now have a better understanding of the number of endpoints we have, the software installed on them etc'.
Pros
The easy deployment of the agent to all of our endpoints, that help us keep track of hardware and software inventory with great accuracy.
The Service Desk feature, allowing us to maintain a productive Help Desk environment and assist our users.
We also use the service desk in our billing procedure.
Cons
The UI can be improved, as sometimes in the incidents view we encounter bugs that require us to refresh \ clear the cache.
