SolarWinds Service Desk
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.
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- Industry: Biotechnology
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- 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.
- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- 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.
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
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
- Industry: Marketing & Advertising
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Samange - Cloud based Support Desk
Reviewed on 2019-02-15
Great software, have used this at two different firms now. Simple and easy with great reliability...
Great software, have used this at two different firms now. Simple and easy with great reliability and reporting.
Pros
Samange is very quick to setup, customization's are easy and don't require programmers. The software has many editable fields that allow for quick reporting, SLA tracking, and user satisfaction.
Cons
The only limitation to Samange that I have seen is if you are working to resolve an item it is a one to one relationship. I would like to see the outbound emails tagged so that if a 3rd party is engaged and reply's via email it is auto captured in the system. Many to one responses are lacking.
- Industry: Education Management
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
This makes project management a snap
Reviewed on 2018-03-27
Pros
The software is robust and full features, everything from helpdesk to asset management. Also the integrations are great, having it easily connected to our zendesk instance allowing the ability to connect issues from zendesk to assets in samanage. This also makes tracking asset warranty simple.
Cons
When we purchased samanage it seemed to be focused on the asset management. Now they've geared to push more towards the helpdesk software built into to it. Not being able to disable to and remove the options.
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$39.00/month
- Pricing model: Subscription
- Free Trial: Available
Pricing is per month, per agent. Contact SolarWinds to request a price quote.
Q. Who are the typical users of SolarWinds Service Desk?
SolarWinds Service Desk has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does SolarWinds Service Desk support?
SolarWinds Service Desk supports the following languages:
Chinese, English, French, German, Japanese, Korean, Portuguese, Spanish, Traditional Chinese
Q. Does SolarWinds Service Desk support mobile devices?
SolarWinds Service Desk supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does SolarWinds Service Desk integrate with?
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
Q. What level of support does SolarWinds Service Desk offer?
SolarWinds Service Desk offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for SolarWinds Service Desk.
- Customer Service Software
- Help Desk Software
- ITSM Software
- IT Asset Management Software
- Issue Tracking Software
- IT Management Software
- IT Service Software
- Service Desk Software
- CMDB Software
- Knowledge Management Software
- Knowledge Base Software
- Procurement Software
- Risk Management Software
- Licence Management Software
- Incident Management Software
- IT Ticketing Systems Software
