SolarWinds Service Desk

IT Service Desk & Asset Management Software

4,6 /5 (512 reviews) Write a Review!

SolarWinds Service Desk Overview

What is 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.

SolarWinds Service Desk Overview

Pricing

Starting from
US$19,00/month

Pricing options

Free Trial
Subscription
Value for money

Pricing is per month, per agent. Contact SolarWinds to request a price quote.


SolarWinds Service Desk Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 4 others, Japan, Germany, Brazil, Mexico
Supported Languages
Chinese (Simplified), Chinese (Traditional), English, French, German and 4 others, Japanese, Korean, Portuguese, Spanish

Media

SolarWinds Service Desk screenshot: SolarWinds Service Desk screenshot: SolarWinds Service Desk screenshot: SolarWinds Service Desk screenshot:

SolarWinds Service Desk Reviews

SolarWinds Service Desk Reviews

Overall rating
4,6
/
5
Excellent
330

Very good
166

Average
15

Poor
0

Terrible
1

Value for Money
4,5
Features
4,4
Ease of Use
4,6
Customer Support
4,7
97% recommended this app
Patrick B.

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!


Dillon K.

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.


Asim M.

Excellent ITSM tool

Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.


Verified Reviewer

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.


Jeffrey J.

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.


Patrick B.
Industry: Biotechnology
Company size: 51-200 Employees

Samanage is an easy to use solution that makes my life so much easier

Used Daily for 2+ years
Reviewed on 2018/08/30
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Dillon K.
Industry: Environmental Services
Company size: 501-1 000 Employees

Huge Upgrade

Used Daily for 6-12 months
Reviewed on 2019/12/04
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Asim M.
Industry: Nonprofit Organization Management
Company size: 51-200 Employees

Excellent ITSM tool

Used Daily for 1+ year
Reviewed on 2020/10/19
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Warehousing
Company size: 1 001-5 000 Employees

Good Out-Of-Box product for small, scalable team

Used Daily for 1+ year
Reviewed on 2018/10/10
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Jeffrey J.
Industry: Utilities
Company size: 201-500 Employees

New to SolarWinds Service Desk--Perfect fit for us!

Used Daily for 1-5 months
Reviewed on 2020/09/16
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8,9/10
Based on 512 user ratings
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SolarWinds Service Desk Pricing

SolarWinds Service Desk Pricing

Starting from
US$19,00/month
Free Trial
Subscription
Value for money

Pricing is per month, per agent. Contact SolarWinds to request a price quote.

Pricing is per month, per agent. Contact SolarWinds to request a price quote.

Value for Money
4,5/5
Based on 512 user ratings
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SolarWinds Service Desk Features

SolarWinds Service Desk Features

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auditing
Automatic Notifications
Collaboration Tools
Compliance Management
Data Import/Export
Data Visualization
Drag & Drop Interface
Monitoring
Real Time Data
Real Time Monitoring
Reporting & Statistics
Search Functionality
Third Party Integration
User Management
Workflow Management
Features
4,4/5
Based on 512 user ratings
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Categories

Additional information for SolarWinds Service Desk

Additional information for SolarWinds Service Desk

Key features of SolarWinds Service Desk

  • Cloud-based ITSM
  • Hardware Warranty Management
  • IT Asset Management
  • IT Contract Management
  • IT Help Desk
  • IT Inventory Management
  • IT Service Desk
  • IT Service Management
  • ITIL ready
  • License Management
  • Self Service Portal
  • Service Catalog
  • Software Asset Management
  • Software License Management

Benefits

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.

SolarWinds Service Desk FAQs

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$19,00/month

Pricing model: Subscription

Free Trial: Available

Pricing is per month, per agent. Contact SolarWinds to request a price quote.

Q. What are the main features of SolarWinds Service Desk?

SolarWinds Service Desk offers the following features:

  • Cloud-based ITSM
  • Hardware Warranty Management
  • IT Asset Management
  • IT Contract Management
  • IT Help Desk
  • IT Inventory Management
  • IT Service Desk
  • IT Service Management
  • ITIL ready
  • License Management
  • Self Service Portal
  • Service Catalog
  • Software Asset Management
  • Software License Management

Q. Who are the typical users of SolarWinds Service Desk?

SolarWinds Service Desk has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

Q. What languages does SolarWinds Service Desk support?

SolarWinds Service Desk supports the following languages:

Chinese (Simplified), Chinese (Traditional), English, French, German, Japanese, Korean, Portuguese, Spanish

Q. What type of pricing plans does SolarWinds Service Desk offer?

SolarWinds Service Desk has the following pricing plans:

Subscription

Q. Does SolarWinds Service Desk support mobile devices?

SolarWinds Service Desk supports the following devices:

Android, iPhone

Q. What other apps does SolarWinds Service Desk integrate with?

SolarWinds Service Desk integrates with the following applications:

ActiveCampaign, Cyfe, Help Desk Migration, Hornbill, Isora, Retently, Slack, Teamwork, Wrike, Zendesk

Q. What level of support does SolarWinds Service Desk offer?

SolarWinds Service Desk offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials