SolarWinds Service Desk Features

The pricing tier after the initial purchase is fair. Client UI is actually really great, unless you're a Client Admin on v.12.7.2. Reporting works, so long as you're ok with slightly off numbers.

Reporting doesn't report accurately compared to a custom query, which is odd. A two week report has one total, but running the weeks individually returns a different total, which is really weird. Unable to route tickets to a Tech Group based on Request Type, it's stuck to one group. This makes ticket flow a little difficult to work with.

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.

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.

Great inventory management, change management, SLA support, Contract management, infrastructure monitoring etc.

Data entry updates have to be done using a CSV file

Asset Management (Automate) Cloud base management Live chat

User interface not so good ( must improve this section ) Searching is not good improve it.

The reporting and service catalog saved us a lot of time when doing our monthly reviews. Integrations with different systems such as google and zapier was seemless as well

Not as customizable and unable to get what we want exactly. Have to do quite a number of work arounds instead.

I love that we can track time, open rates, add project and task users (for feedback) and attach files. This is an essential tool for my job.

Sometimes the task setup is confusing for submitting new tickets. There is a lot of setup needed in the backend that the average user won't know or see so that has to be handled by someone or taught.

This tool is a hidden gem. Compared to it's peers in the ITSM space, SAmanage has all the features you would expect from an Enterprise ITSM without the Enterprise price tag. It's cloud based SAAS model saves you from the hassles of onprem setups, and if you are global it just works for all your users. The feature set is rich, I recommend you do a Proof of Concept (POC) with them to gain an appreciation of everything the product gives you. The on-boarding process was very well orchestrated, they guide your team through the whole implementation via a Trello board. Everything is spelled out for you, there is little risk here. Truly an Enterprise Grade Product at a reasonable SMB Total Cost of Ownership (or Subscription-ship). Worth having a look.

The product does not hit the radar in terms of "Known" go to ITSMs. So this left us to do more research and vetting with their existing clients. Also, because they are lean on price, they do not spend a lot of time "Wining and Dinning" you, and this gave us the false impression of the organization being small. They are not small as we found out in the implementation phase. They are a true SAAS so they...

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Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected.

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 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)...

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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.

I like the easy-to-use interface, the communication history that allows us to keep track of end user needs and concerns, and the API (personally that's my favorite).

I have very few complaints. I wish the list of "filters" wouldn't show the most commonly used at the top or would at least leave those items that are commonly used also further down in the list. I feel like I'm always searching for the items I want in the list because they're not in the same place if I recently used them! Outside of that I wish there was a ticket prioritization feature (or even project management-related features).

Ticket management is easy to use Asset management works well Ticket assignment function works well Helpdesk monitoring is a great tool

A little cumbersome to set up, but once completed works great! Had some difficulty adding custom fields.

No pros were added to this review

No cons were added to this review

API very good, can do anything with API. We also create some own application to work with the ticket, other assets by API.

Workflow part need improve more, like we need input step, Samanage should compare with other software for workflow like Kissflow, also, user interface not very friendly for the user.

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

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.

The processes that are most used by my team are very easy to perform. Ticket creation is assisted by a very user friendly UI, and ticket management after tickets are created allow for tickets to reflect evolving issues.

Proper ticket management and the ability to provide a resolution at the time of creating the ticket without closing it are just a few quality of life improvements that I can see missing as a low-tier help desk member.

The biggest advantage my team has with Samanage is that you can create solutions for common issues, that you can easily attach to a ticket and not have to re-type the solution over and over again. Other then that ticketing system is fine, does what we need it to but reporting could use some enhancements.

Would like a more in depth reporting mechanism, could be that my company doesn't use the tool to the best of it's ability but there needs more vision on software/hardware we have.

Works great in all browers, workflow setup was easy, inventory client collects a ton of data that we've used to target hardware and software upgrades.

The agent for inventory management had some weird numbering issues, but other than that, i have nothing bad to say about the software.

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.

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.

I used this at work mainly as a service desk tool for our internal users. I found this super easy to use, and manage my open incident tickets. I like the interface its fairly intuitive. I particularly like the customizable dashboard view and the colour coding of statuses so its easy to see which tickets are open or need urgent attention.

the costs of adding extra administrators so we were limited.

Samanage was easy to evaluate and we were able to configure Incident Management and migrate our Knowledgebase in just under a day with next to no assistance from the Samanage team. We are pleased that we can now utilize our implementation hours to learn the more advanced automation features of Samanage.

The mobile app is nice but seems limited. There is a real opportunity here to expand its capabilites and flexibility.

User-friendly interface: Many users appreciate the clean, intuitive interface of SolarWinds Service Desk. The software is designed to be easy to navigate, and users can quickly access the features they need without getting bogged down in unnecessary menus or options.Customization options: SolarWinds Service Desk is highly customizable, which allows businesses to tailor the software to their specific...

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Steep learning curve: While SolarWinds Service Desk is generally user-friendly, some users have noted that it can take time to learn how to use all of the features effectively. This may be especially true for businesses that are new to IT service management software.Limited mobile app: SolarWinds Service Desk offers a mobile app for iOS and Android devices, but some users have noted that it has limited...

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It offers a wide range of functions, such as incident tools and an employee support site. In addition, the user interface is simple and clear. To reassign requests, learn about what happened, and access the information you need is simple. I no longer have to worry about maintaining the backend systems. Instead of getting bogged down in making sure all systems are up-to-date, we can concentrate on our business and providing excellent customer support.

When a ticket is being updated, the user is not informed that the ticket is in the process of being updated. Moreover, the fact that the search engine does not provide slack binding should be stressed more strongly. During the dynamic page refresh, the page becomes unresponsive.

I like that we can measure time, open rates, add project and task users, and connect files to our projects and tasks. This is a must-have for me in my current position. It's a great way to stay on top of tasks. All task updates are sent to you in real time. Support and asset management use cases are at the bleeding edge of this technology here. An good solution that meets the majority of ITSM criteria is available.

The task arrangement for submitting new tickets might be a little complicated at times. Most users won't be able to see or realize how much backend setup is required, thus someone has to do it or teach them.

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

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.