SolarWinds Service Desk
About SolarWinds Service Desk
SolarWinds Service Desk (formerly Samanage) enables modern organizations worldwide to deliver a superior service experience to their employees. The IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. Through unprecedented agility and scalability, SolarWinds Service Desk gives organizations the ability to rapidly and consistently deliver the services that employees need to get work done.
The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platforms, allowing internal service providers to streamline process improvement and greater productivity. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust IT Service Management (ITSM) solution in just days.
Key benefits of SolarWinds Service Desk
SolarWinds Service Desk is one service desk that can be used by IT and throughout an organization, allowing internal service providers to streamline process improvement and greater productivity. As a fully integrated service management and asset management solution, you dramatically improve visibility, efficiency, and success. Reducing IT costs and saving time, SolarWinds Service Desk compiles service requests, vendor data, purchase orders, warranties, and agreements -- in a single location. Built on a SaaS, multi-tenant platform, SolarWinds Service Desk has the ability to react quickly to changes in the market, to new technologies, and to customers’ needs.
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- Industry: Biotechnology
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Samanage is an easy to use solution that makes my life so much easier
Reviewed on 30/8/2018
We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is...
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
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Huge Upgrade
Reviewed on 4/12/2019
Overall experience with this product have been great so far. Our employees use this platform more...
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
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Good Out-Of-Box product for small, scalable team
Reviewed on 10/10/2018
We were attempting to solve the issue of ticket management in the IT department. While it was a...
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.
- Industry: Nonprofit Organisation Management
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Excellent ITSM tool
Reviewed on 19/10/2020
Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best...
Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.
Pros
Ease of use and customisation. Customer services
Cons
Reporting is limited. Even customisation in reporting is limited
Reasons for Choosing SolarWinds Service Desk
Price and lack of ITIL supportSwitched From
JiraReasons for Switching to SolarWinds Service Desk
Price, Ease of use and customisation, Customer services- Industry: Utilities
- Company size: 201–500 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
New to SolarWinds Service Desk--Perfect fit for us!
Reviewed on 16/9/2020
I am Super Happy with this software. I am the administrator and I love having the ability to make...
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.SolarWinds Service Desk FAQs
Below are some frequently asked questions for SolarWinds Service Desk.Q. What type of pricing plans does SolarWinds Service Desk offer?
SolarWinds Service Desk offers the following pricing plans:
- Starting from: US$39.00/month
- Pricing model: Subscription
- Free Trial: Available
Pricing is per month, per agent. Contact SolarWinds to request a price quote.
Q. Who are the typical users of SolarWinds Service Desk?
SolarWinds Service Desk has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does SolarWinds Service Desk support?
SolarWinds Service Desk supports the following languages:
Chinese, English, French, German, Japanese, Korean, Portuguese, Spanish, Traditional Chinese
Q. Does SolarWinds Service Desk support mobile devices?
SolarWinds Service Desk supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does SolarWinds Service Desk integrate with?
SolarWinds Service Desk integrates with the following applications:
Azure Active Directory, Dropbox Business, Gmail, Google Analytics 360, Google Drive, Google Workspace, Harvest, Jamf Connect, Jira, LogMeIn Central, LogMeIn Rescue, Microsoft Azure, Nmap, Okta, OneLogin, Salesforce Sales Cloud, Slack, TeamViewer Remote, Zapier, Zendesk Suite
Q. What level of support does SolarWinds Service Desk offer?
SolarWinds Service Desk offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for SolarWinds Service Desk.
- Customer Service Software
- Help Desk Software
- Information Technology Service Management (ITSM) Tools
- IT Asset Management Software
- Issue Tracking Software
- IT Management Software
- IT Service Software
- Service Desk Software
- CMDB Software
- Knowledge Management Software
- Knowledge Base Software
- Procurement Software
- Risk Management Software
- License Manager Tools
- Incident Management Software
- IT Ticketing Systems
