About SolarWinds Service Desk

SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses respond to service requests in a timely manner, resulting in improved support. SolarWinds Service Desk is a cloud-based software offered for an annual subscription. In the system, users can manage service tickets and company assets. It also works on the go from any smartphone or tablet equipped with a web browser. SolarWinds Service Desk integrates with other applications, including Google Apps, Salesforce.com, OneLogin and over 140 other applications. Users can submit service tickets through either email or the inbuilt self-service portal. The portal empowers users to search for a solution independently using the system's configurable knowledge base. Customers can also submit a new request and check on the status of a pending issue.
SolarWinds Service Desk Software - Automation
SolarWinds Service Desk Software - Knowledge base
SolarWinds Service Desk Software - Incidents
SolarWinds Service Desk Software - IT assets
SolarWinds Service Desk Software - Reporting
SolarWinds Service Desk Software - IT service cat
SolarWinds Service Desk video
SolarWinds Service Desk Software - Automation - thumbnail
SolarWinds Service Desk Software - Knowledge base - thumbnail
SolarWinds Service Desk Software - Incidents - thumbnail
SolarWinds Service Desk Software - IT assets - thumbnail
SolarWinds Service Desk Software - Reporting - thumbnail

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.

Starting Price:
US$19.00/month
Free Version:
No
Free trial:
Yes

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SolarWinds Service Desk Reviews

Feature rating

Value for Money
4.5
Functionality
4.4
Ease of Use
4.6
Customer Support
4.7
5 reviews of 544 View all reviews
Patrick
  • Industry: Biotechnology
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 30/08/2018

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.

Dillon
  • Industry: Environmental Services
  • Company size: 501-1,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
3
Ease of Use
5
Customer Support
5

4
Reviewed on 04/12/2019

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 Suite

Reasons for Choosing SolarWinds Service Desk

We needed a friendlier GUI with more User integration.

Reasons 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.
Ryan
  • Review Source
Value for Money
0
Features
0
Ease of Use
4
Customer Support
1

3
Reviewed on 07/04/2016

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

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 Samanage

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

Replied 07/04/2016
Erdem
  • Industry: Computer Games
  • Company size: 11-50 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
0
Features
4
Ease of Use
3
Customer Support
4

4
Reviewed on 04/11/2022

My overall experience was great.

Pros

I was looking for a computer management software to help me manage my network and services and came across Solarwinds Service Desk. It offers an incredible amount of functionality, while maintaining a simplistic user interface. The product allows me to manage my network and services from a single place and provides a powerful group management capability, which is very user friendly. I was able to set up and customize different groups based on my own needs and preferences.

Cons

No problem, it was a great experience and I am very satisfied. I think I haven't had any complaints since the day I used it.

Saranjit
  • Industry: Marketing & Advertising
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
3

4
Reviewed on 08/11/2019

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.

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