SolarWinds Service Desk Reviews

From asset tracking to IT management, this tool has all we need The deployment process is quite straightforward and the customer support is amazing.

Quite helpful and no worthy complaints to list.

Super reliable and efficient in all ways

Haven’t encountered any problems using the Service Desk provided by Solarwinds..Solarwinds is excellent and amazing with all its products

I like the simplicity to use Solarwinds all day

A lot of tools to i dont know how its working

I liked the fact that they've combined the Asset Management and Ticketing system in their product, it gives the IT team full insight into the received requests.

The pricing of the different IT processes can be worked on, for instance, between the Team tier and Business tier there is a 20 euro difference which is a little high for small companies.

I am using this application since last 2 years & I found that real time alert triggering & Search feature is superb. We can easily find any required data using this app if it is available in its database & if it is configured.

So far, I found no reason which I can share as a low-light for this app. Nothing which I can mention as a dwarback for this app.

The ease of use, it's very easy and it is useful, fast and with no problems.

The interface is not so good but fair enough to understand

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.

There is no nonsense involved with this software. A lot of time feels like its lost in options that offer too much customization. You are able to distinctly view what your responsibilities are to your department and work from there.

Its too simple. It makes for a cluttered looking interface, unfortunately. While this is no major problem, any lack of self-discipline can lead to a very messy ticket queue.

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.

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).

That it allows for customization, and it keeps everyone on the team in the loop with how issues are handled. It also allows everyone on the team to see if another team member may need help with one of the issues that they are working on.

I haven't really found anything to complain about yet... every time there is an issue the customer service people are spot on to help resolve whatever I have found.

The ease of use was the best part. It was easy to set up users, make bucket queues for sections and move tickets to other sections as needed. Some systems I've worked with you couldn't move tickets to other queues is they were misrouted.

Our module was super basic and support for it was nonexistent. It was one of the biggest reasons for us switching to JIRA for service desk/incident management.

Ease of use Able to create custom Workflows Ability to build custom reports

Procurement module can use some improvement but does what it's intended to do.

The interface is incredibly easy to use. You can very quickly assign and respond to jobs, and make sure there is no doubling up on jobs. The mobile app also works quite well compared to others I've seen.

The software is really tailored for an IT department, and the company has been unable/unwilling to broaden their focus.

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.

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.

This is a great ITSM. We have been with them for many years and have watched them grow. They have a lot of the features of the big name systems but without the high cost. If you are looking for an ITSM that will get the job done here it is. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interating with your tickets. Overall a good choice for an ITSM

The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity?

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.

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.

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.

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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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.

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.

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.

This software is easy to use for both the administrator and the user. It includes everything we need. We will be able to use it as an asset management tool, offer a solutions database to user's, and provide a change control tool for IT Staff that will be implementing system changes. It provides user feedback when their tickets are accepted and informs them when they are complete. We will be able to...

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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

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