SolarWinds Service Desk

SolarWinds Service Desk, Previously Samanage

What do you like best? Clean interface and responsive support teams and developers. High customization options allowing an agency to enable the features they want to use without being cluttered with features they don't. What do you dislike? Reporting has been updated a few times adding functionality but can still use some TLC. Recommendations to others considering the product: SolarWinds recently acquired Samanage and re-branded it SolarWinds Service Desk. One of the larger ...

SolarWings Service Desk

What do you like best? Ease of use, service desk ticketing system, device integration, incident tracking, customer satisfaction. The application makes it really simple to generate and track any open tickets. Likewise, when a ticket has been completed, I can go back and view my resolutions in case a similar issue arises in the future. The software is also beneficial when trying to determine the hardware configuration of the device it is installed on. For example, if I have a user who ...

Solarwinds Service Desk 2019

What do you like best? The Solarwinds Service desk is a good cloud based ticket system. After initial setup it just works! What do you dislike? The worst part of the software is the reporting. It is complex and not easy to get the information you want out of it. I have used other ticket systems in the past and the reporting was better (Web Help Desk) Recommendations to others considering the product: When implementing the solution make sure to take the time to work with the ...

SolarWindows Review

What do you like best? It's an excellent way for us to keep track of tickets that have been created by our users. Furthermore, when tasks are completed, we can close them and also generate pdf reports for our line manager. What do you dislike? The user interface could be improved a little bit to make it more modern, also I notice some glitches with some of the buttons when scrolling through various open tickets Recommendations to others considering the product: A great ...

Solarwinds Samanage Service desk

What do you like best? Easy to use and able to make custom workflows What do you dislike? Procurement part can use some improvement Recommendations to others considering the product: Great product for building custom catalogues and workflows What problems are you solving with the product? What benefits have you realized? Ticketing system allows us to organize tasks and manage work flows

A Product with a Great Interface, but need to expand capabilities

What do you like best? The best thing about the SolarWinds Service Desk is certainly the interface. It is easy and quick to assign jobs and make comments, even on the mobile app. What do you dislike? I wish the software was not tailored just for IT departments. We don't use over 50% of the software, and then are frustrated when the vendor is unwilling to add on more process-management functionality. Recommendations to others considering the product: Consider if you'll be able ...

Great Helpdesk, Management and Documentation Tool

What do you like best? A great, in-depth solution to keeping track of helpdesk incidents, inventory of software, and solutions database. What do you dislike? There are some bulk import items that require use of the API, which can be a bit annoying. What problems are you solving with the product? What benefits have you realized? This has helped us prioritize incidents and allowed use to sustain an easy-to-create and read solutions database to decrease downtime for our users.

Smart and easy way to manage Help Desk and inventory

Go from zero to Helpdesk in no time!

Easy to Start, Tons of Customization Options, User Role Assignements a Little Manual

What do you like best? SolarWinds Service Desk is a hosted ticketing and asset management system that covers quite a bit of the ITSM field. The integrations, asset management, and ticket management is very easy to understand. What do you dislike? Though it takes a bit to set up, one minor complaint is that you seem to have to manage users and their roles within the web page, there isn't an easy way to assign "Service Agent Users" outside of the console, as I would like to do so in ...