SolarWinds Service Desk

SolarWinds Service Desk

4.6 (572)
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IT Service Desk & Asset Management Software

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.


Images

SolarWinds Service Desk Software - SolarWinds Service Desk incidents
SolarWinds Service Desk Software - SolarWinds Service Desk dashboard
SolarWinds Service Desk Software - SolarWinds Service Desk incident tracking
SolarWinds Service Desk Software - SolarWinds Service Desk inventory
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SolarWinds Service Desk Software - SolarWinds Service Desk incidents
SolarWinds Service Desk Software - SolarWinds Service Desk dashboard
SolarWinds Service Desk Software - SolarWinds Service Desk incident tracking
SolarWinds Service Desk Software - SolarWinds Service Desk inventory

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Reviews

Overall rating

4.6 /5
(572)
Value for Money
4.5/5
Features
4.4/5
Ease of Use
4.6/5
Customer Support
4.6/5

Already have SolarWinds Service Desk?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 572
Patrick
Patrick
Overall rating
  • Industry: Biotechnology
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • 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 2018/08/30

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.

Saranjit
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Solarwinds Great Ticketing system

Reviewed on 2019/11/08

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.

Ryan
Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support

Support is non-existent and clunky. Interface good, but needs work.

Reviewed on 2016/04/07

Samanage's software is the 5th HelpDesk software package I have used in my professional career of...

Samanage's software is the 5th HelpDesk software package I have used in my professional career of 20 years. It has some nice features, including the automated inventory for Windows workstations, and the ability to setup custom SLA's. But that is where the positive end.

Things I don't care for are outdated "help" articles in their support portal, written by their own staff, that are inaccurate, and wasted over two days of my time trying to implement something that I discovered didn't work, then when I flag their support, I get a brief apology. Support is terrible, if they cannot write and police their own articles for accuracy. I don't appreciate organizations that cause more work for organizations using their product.

The system does not allow for UNC paths to be set as links in the system. This prevents our organization from sending "clickable" link to help staff add printers, map drives, etc. Only hyperlinks that go to the web are able to be made clickable.

Searches are another headache. While it is nice that it searches across everything to yield results, you have no method to filter the results returned to a date range or the ability to sort the results by a certain field.

We also had to take their supplied agent (for automated inventory), and build our own MSI package for deployment. Unsure why they are not able to do this themselves, but it is frustrating.

No native iOS app is available, for the technicians to use, and using the HTML 5.0 interface is clunky and not very useful on iOS devices.

The software has a lot of potential, but still needs a lot of work.

Response from SolarWinds

Hi Ryan - We're always looking for feedback and suggestions to help us stay agile and keep up to date with our customers. Our community is a great way to engage and find help, however we realize that as the software continues to change, some of the solutions within the community can get outdated. We're always working to update as we go! As your customer success manager, I'd like to apologize if the experience with our support team was challenging. Our goal is always to surpass your expectations.

Our search and filtering functionality has seen some enhancements over the last months and once we connect, I'm happy to take you through some of the enhanced dynamic reporting functionality that comes with the updates. I will reach out to set up some time for us to speak. - Britt, 919-648-0785

Scott
Overall rating
  • Industry: Broadcast Media
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Great Interface - Still Room for Improvement

Reviewed on 2019/10/25

We have reduced email congestion for our team and streamlined ticket requests for our media...

We have reduced email congestion for our team and streamlined ticket requests for our media services department.

Pros

The interface is incredibly easy to use. You can very quickly assign and respond to jobs, and make sure there is no doubling up on jobs. The mobile app also works quite well compared to others I've seen.

Cons

The software is really tailored for an IT department, and the company has been unable/unwilling to broaden their focus.

Alternatives Considered

Freshdesk, TeamSupport and Zendesk Suite

Reasons for Switching to SolarWinds Service Desk

We thought the interface was the cleanest, easiest, and most responsive
Irfan
Overall rating
  • Industry: Automotive
  • Company size: 1,001–5,000 Employees
  • Used for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Amazing Tool Kit for Management & Monitoring of Service Desk.

Reviewed on 2021/04/28

Overall experience is very good before implementation of this solution we are using internally...

Overall experience is very good before implementation of this solution we are using internally software for manage service desk and we had lot of issues.

Pros

Asset Management (Automate)
Cloud base management
Live chat

Cons

User interface not so good ( must improve this section )
Searching is not good improve it.

Alternatives Considered

ManageEngine ServiceDesk Plus

Reasons for Choosing SolarWinds Service Desk

before implementation of this solution we are using internally software for manage service desk and we had lot of issues.

Reasons for Switching to SolarWinds Service Desk

we study and check all organization requirement, this solution cost effective and with positive user reviews. we use in trail and implement.
Showing 5 reviews of 572 Read all reviews

SolarWinds Service Desk FAQs

Below are some frequently asked questions for SolarWinds Service Desk.

SolarWinds Service Desk offers the following pricing plans:

  • Starting from: US$19.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Team - $19 Business - $39 Professional - $69 Enterprise - $89 Pricing is per month, per agent. Contact SolarWinds to request a price quote.

SolarWinds Service Desk has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

SolarWinds Service Desk supports the following languages:

Chinese, English, French, German, Japanese, Korean, Portuguese, Spanish, Traditional Chinese

SolarWinds Service Desk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

SolarWinds Service Desk integrates with the following applications:

Azure Active Directory, Centrify Identity Service, Chatter, Dropbox Business, Gmail, GoToAssist, GoToAssist, Google Analytics 360, Google Drive, Google Workspace, Harvest, Idaptive, Jamf Connect, Jira, LogMeIn Central, LogMeIn Rescue, Microsoft Azure, Nmap, Okta, OneLogin, Salesforce Sales Cloud, Slack, TeamViewer Remote, Zapier, Zendesk Suite, Zendesk Suite

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.