SolarWinds Service Desk Reviews

The integral IT management tool to keep your company running smoothly.

Comments: It is satisfying to have a team that provides services within the company in everything related to incidents and IT requirements and supported with a centralized tool such as SolarWinds Service Desk allows the work they perform to be easier, reliable and efficient; This tool is capable of monitoring all of the company's assets and visualizing behaviors, licenses and their use, guaranteeing security within the local corporate network and optimizing periodic maintenance work such as antivirus updates, operating system licenses (a significant point for scheduled audits in the company), which is why Solarwinds SD is an extremely important support for the organization's service desk and for all of us who use this tool.

Pros:

Through the central panel we can see each and every one of the computers that make up our local infrastructure in each of the dependencies (this includes desktops, laptops, printers all in 1, etc.), this means that we can validate their performance and detect when patches or security updates are required in any of them or in the operating system they have, It also allows us to monitor by means of risk management any activity not endorsed by the IT group, such as browsing on websites not authorized by the organization or installing applications within the corporate network, which derives in risk for the security of the equipment and the information contained therein, as well as detecting unlicensed software within the infrastructure, which would be risky for the IT team.

Cons:

Normally the interactions with our IT help desk was a tedious process and in some cases delayed in the attention of incidents or requirements of some areas, SolarWinds SD has adapted within its interface a high degree of intuitiveness that is perceived by each of the users who interact with this tool for the creation of incidents and thus define or assign such requirement to the appropriate personnel in order to achieve a response in the shortest possible time, this ensures maintaining the level of service without any impact and the business process without striking alterations; Solarwinds SD so far has no negative reactions in our organization.

Huge Upgrade

Comments: 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.

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

Comments: 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.

Great Interface - Still Room for Improvement

Comments: 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.

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

Comments: 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.

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.

Great Cloud Service with Many Features, Expensive for the Full Version

Comments: 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.

SWSD Gives my team room to breath

Comments: 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

Amazing Tool Kit for Management & Monitoring of Service Desk.

Comments: 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.

Streamlining IT Support for Small Businesses

Pros:

SolarWinds Service Desk has significantly improved my small business's IT management by providing a user-friendly platform for addressing and resolving issues. The easy-to-use platform allows me to quickly track tickets, and automate repetitive tasks, saving me time and effort. The software integrates well with other tools, and the insightful reports help me stay informed about my team's performance and make data-driven decisions to improve our service delivery.

Cons:

SolarWinds Service Desk's advanced features require some learning, dedicate time to explore its capabilities.

Good Product for ITIL Best practices

Comments: 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.

Wish it was my daily driver...

Comments: 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.

Outstanding!

Comments: 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.

Amazing internal and external customer service portal

Comments: Asset management, asset auditing, help desk ticketing system.

Pros:

Amazing help desk ticketing system, it integrates with our two email inboxes for internal and external support. Our internal employees use one address while our external clients use the other. Everything goes into the same queue and are labeled and categorized appropriately. When we comment and attach documents on a ticket via Samanage, the requester gets a nicely formatted (and extremely customizeable) email with the details. The other great thing is the asset management software, you install the agent on any company computer/phone and it gives you an immense amount of information and auditing capabilities. It will literally tell you the manufacturer and serial number of monitors plugged in (even the laptop LCD screen!) Also, support is great! You can chat with someone whenever you want and they're very good about either answering right away, or researching the issue and following up later.

Cons:

It costs a decent amount, and depending on how many administrators you have the costs can jump up. But I will say it's well worth it for all the features you get.

CHG Review

Comments: 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.

Great Help Desk Solution

Comments: 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

A Great Replacement for Our In House Service Desk!

Comments: We've replaced our outdated, cumbersome in-house service desk with Samanage. We're already seeing higher productivity because of the SLAs we were able to set. The automations available within the system help streamline ticket submission and remove a lot of the back and forth when information is missing.

Pros:

We've had great support from day one. The support team answered all of my questions about features when we trialed the system, and they've continued the great support after we officially signed up. There are also improvements made to the platform all the time. The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time.

Cons:

Some basic features are missing. For instance, I can't set the system up to alert the entire team when a trouble ticket is closed. This was an important feature on our old service desk, as it let the team know when someone else sorted out an issue. This also helped share solutions among the team. Now, when a ticket is closed, it simply disappears from queue without team learning. The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization. Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason.

Great Service desk tool

Comments: Well, it was a good value for money.

Pros:

It is easy to use and implement, manage and upgrade.

Cons:

Well, customer service was not easy to reach

Samanage review

Comments: 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.

Expandable as you need it

Comments: This software has allowed us to track end user request for issues and see how the responses trend. It also allows us to track ongoing project with task etc. Though it is not a project managment software it does lend itself to easily manage small projects

Pros:

easy to implement, easy to build your own knowledge base repository. Support is quick to respond.

Cons:

Updates can be tricky, there is no "Test" environment to test if your data and configuration will work as you expect. So when they update you its trial by fire. Fortunately they have been pretty good about responding to any issues that have arisen.

Samanage provides a highly visible system for user support and asset management in one platform.

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.

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.

Well designed and easy to use.

Comments: 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.

A solid ticket management web app

Comments: We are getting much more accurate reports for identifying trends in end-user troubles. We have improved incident tracking and overall customer satisfaction.

Pros:

I really appreciate the ability to organize columns in my ticket queue according to my preferences. This has greatly improved my ability to review a very active ticket queue and quickly assess what needs immediate attention.

Cons:

I lose a lot of time waiting for ticket category suggestions to populate. When the suggestion pops up, it moves it from its normal place in the list of categories. By the time this happens, I could have selected the correct category and moved on already.

Great Service Desk and Inventory system

Comments: 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.