About SolarWinds Service Desk
SolarWinds Service Desk pricing
SolarWinds Service Desk does not have a free version but does offer a free trial. SolarWinds Service Desk paid version starts at US$19.00/month.
Alternatives to SolarWinds Service Desk
SolarWinds Service Desk Reviews
Feature rating
- 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.
- Industry: Telecommunications
- Company size: 2–10 Employees
- Used Monthly for 1+ year
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Review Source
SolarWinds: A Service Desk Great Experience
Pros
A seamless reservoir of information with intuitive workflow and setup capabilities that greatly simplifies service desk management.
Cons
Lapses in chat response time and limited features for software management and SLA warning functions can pose challenges.
- 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.
