SolarWinds Service Desk Reviews

SolarWinds is really easy to implement and with a short learning curve. It has a very complete user interface with several useful navigation options that is also customizable. I like being able to track audit history. It has a good ticket management system based on your solution in the cloud.

SolarWinds has problems with the integration with Outlook, because when I try to connect the application it throws me an error of "failed, try again", however, I try again and it does not connect. I also think that all the tools are not well distributed on the browser screen.

This tool has made it easy to manage tickets with our different areas. As you discover the service, you will realize everything you can customize and with all the tools it counts. As your company grows, you will need a tool like this to manage it.

We are using this tool to manage incidents in the servers area, which have problems with software, user controls, closed ports, Internet connection. SolarWinds gives us the ability to organize the tickets and be assigned to the personnel in charge. It also allows us to register computers with their serials and specifications to keep track of the computer inventory.

When your company grows in size the problems grow to, keep them in line with SolarWinds Service Desk, a truly easy to use and implement and low learning curvature.

Keep records of the most requested issue, verify the ticket status in real time, and all the KPI used in ITIL in order to improve customer satisfaction.

This solution comes from the future, easy to use, easy to set up, easy to implement but users complain of his design and they are right. at the of opening an incident, the page looks old and the design it's congruent looks old everywhere.

If you are looking for a tool to keep your IT resources in good shape or if you have a large number of requests and you have no idea which issue solve first, this tool would make the IT administration easier.

ITIL Solution for Help Desk, KPI, Administration of time and resources.

Samanage is an easy application to use and get started with. The learning curve is nothing crazy while there's a lot of features available. There's often improvements to the application due to a good community where people can share requests etc. There's good options for creating self service forms and more and you can tweak them to a certain extend. It's easy to create a filter for the tickets in your organization and it's in general very intuitive.

The creation of the Service Catalog could have more options. You can create fields that's dependent on the users decision but it's only available once making the field dependent on one field.

The support is in general good and instant via a chat function, but for challenging questions can take time to get help with.

The software is very intuitive and pretty flexible but you have to decide if you can live with an application that in some ways only will be semi-flexible. The UX design prevent you to program yourself. Test the software a lot and make sure it will fit your needs.

We needed an application to support our users and track the work we do. Samanage do the job and has also helped us streamlining our working methods by using self service requests, knowledgebase etc. We can track what we have done in the past and create solutions directly from a ticket.

We like the helpdesk and also like and use the inventory control. Samanage was easy to setup and use. It does use a third party to implement our active directory and that had a few issues that OneLogin fixed. I would rather deal with just Samanage.

We wish the user rating system was better. Currently it is only a thumbs up or thumbs down on the user satisfaction feedback. We would like a scale of say 1 to 5. Life happens and once in a while a user will just give a thumbs down.

It will make your department more efficient and have the ability to prioritize all the help desk requests.

We never had a help desk so there was a lot of calls, paging and email. As users learn to put in a ticket, our department is running more efficiently. Also our medical inventory program was not very good at inventory control and so far we like the Samanage inventory interface.

I have found the Samange service / application to be very configurable for our needs. It was easy to configure to meet our needs, and access is available most anywhere.

I have not found many dislikes, Pricing could be better......but still very reasonable.

I would recommend evaluating your needs and how Samanage will fit your needs. I researched many options and did not want an in house solution that required a server and maintenance.

Samanage met the needs to provide a configurable solution that minimized hardware / software to maintain that system.

The setup and implementation of the system is minimal and do not have to worry about maintaining it. There are multiple ways to create tickets that are easy for users.

It also provided users the ability to check, and receive updates as to the status of their issue.

All IT management and Help Desk, I have recently added staffing to the IT Department and have grown from 1 to 3, Samanage still provides what we need, with minimal effort to adjust for growth of our organization.

We have 200 employees and a support team of only 4 including management. Samanage has been a game changer for saving time, organizing support requests, and improving workflow for our IT Support services. The implementation was easy, including integration to SSO services with OneLogin.

Priorities are not customizable and the reporting is not true reporting. It's simply a list of existing tickets with filtering capabilities. Don't get me wrong, the filtering is very deep, but it's not a report. Reports have bar charts, pie charts, columns I can add remove, and KPIs that I report on. For now, I'm stuck with taking info out of Samanage manually and putting into my weekly/monthly reports. Pricing is somewhat competitive but would always like a better deal.

Spend time with the Samanage implementation team and ask a ton of questions. They seemed very happy to answer all of our questions and if they didn't have the answer, they tried to find it through other sources.

If you're a small support staff, don't use categories and sub-categories that your users are required to fill out. Nobody likes them and they're usually wrong anyway. Make your support team identify what the category was. Otherwise, with a larger staff and more users, categories are likely necessary for routing tickets.

It's easy to use. Integration to SSO with OneLogin is seamless. Interface is nice and clean. Have never had an outage or performance issues. Computer & software asset management is easy to use and has a lot of great info we use on a monthly basis.

It is very easy to use for our end users and for our help desk agents, everybody can keep track of their issues sent and the issues pending to be resolved, it helps us to see opportunity areas and improves the communication between our support team and our user base, the inventory part is great since it lets us to know where our mobile computers are, who is working with them, and as well for them as for the desktop computers lets us to know if they requiere a warranty renewal and its specs without having to go on site or running a third party tool, in regards the configuration part it requires to improve the quantity of options to make ir easier but it is fine, you just need to take you time and in a few hours you will have Samanage working to provide support with no problems, we use it thru the email and it let us to communicate in a fast way avoiding to waste time and keepin better track of what we are doing.

For the administrator it might be a lot of options to be configured

You will need some time to get it working as it should

We provide tech support for more than 1000 users company wide between more than 50 locations, we need to keep track of their issues, one of its most valuable features is the Inventory part.

There are so many things that I like about Samanage. To start with the entire team that worked with me on purchasing, setup/configuration, success management were all really great and were easy to work with. They are very responsive to any question I had...usually had a response back within an hour.

As for the Samanage Cloud Portal it offered more than we had with Spiceworks. I am now able to combine my inventory database, procurement records and help desk all into one package. The fact that it is cloud based allows me to access it from anywhere instead of having to make sure I am at specific computers to access specific software pieces that made up our old system.

I wish that it allowed the positioning of fields and offered the capability to do depreciation within the Asset portion of the inventory.

They offer a 30 day trial and I would recommend anyone thinking about switching to give it a try. Configuration doesn't take that long to complete and have up and running.

We are able to combine Inventory, help desk and procurement into one application. Our existing on-prem helpdesk started having issues with AD integration and started not allowing users to sign in. Because it was freeware there was really no support except for that of other users.

The benefits are within one portal we know have access to all three systems from anywhere so if my main computer was to go down I can easily access this from my phone, ipad or another computer.

Samanage is a good semi flexible service desk and ticket tool that accommodate most of your needs and have a nice live support together with a nice community where you easily can suggest improvements. Good for mid-sized companies, where you want to be able to keep track on things and maybe create a service catalog for requests or include a knowledge base.

Self service requests is not as flexible as you could wish. You can only make choices dependable once and you will need to write all the text from dependable choice in the line of text. It would also be nice to be able to choose more than one department or country when defining who should be able to create the service request. So even though a lot of features are flexible, you'll still find that Samanage are lacking in some areas.

Think about into what extend you need a fully developed piece of software as Samanage is in constant development. The tool itself is quite flexible but as you find it flexible in some areas you will find it as locked in other areas.

We have managed to get an overview over IT Issues with more as we also have integrated the self service system very well and actively will be working on our knowledge database.

Samanage is easy to implement, is fast and has a nice, clean UI. We mainly use it for incident management but are also starting to use it for change management, risk management, compliance and inventory. Users are able to easily submit tickets. Help desk agents are able to efficiently resolve incidents. The service catalog feature is nice. It ensures that the user submits required (and structured) details, and the help desk team can see pre-defined steps for resolution. When issues are resolved we have the option of creating a documented solution. Overall this is a nice system that was quickly adopted by every department in the company.

Have been patiently waiting for a few features that would really make our day to day run smoother. None of these are deal-breakers. Just a wish list we compiled over time but have not been added:

- Browser-type notifications (vs 1,000 email notifications per day)

- The ability to @mention someone in a ticket

- Users often have trouble including screen shots or attachments when submitting tickets. More often than we'd like, we (the IT support staff) have to reply back to the user and tell them their attachment or screen shot did not come through.

- Built-in reporting could use some work.

- When viewing an incident and you want to assign it to yourself, you have to leave the page, go back to the list of incidents, find that same incident and assign it to yourself (or someone else) from here. It would be faster/easier/more intuitive if you could just do this while reading the incident. That's usually when you decide who should handle it.

- When you resolve a ticket and enter a resolution, the info you entered is hidden. You have to change the status of the ticket back to 'open' to read what the previous agent wrote.

- Sometimes users get ticket-happy and open support tickets for everything. So the help desk responds back and offers to help but now all of a sudden that user is too busy. So the ticket sits open and the agent has to keep manually following up. Would be nice if we could assign a timer to a ticket. If xx days go by while waiting on a response from the user, send an automated reminder email. If xx more days go by, send a second reminder. And after xx more days, auto-close the ticket. (Something along those lines)

Samanage recently (Nov 2018) received some nice Series D funding, so I think we can expect some ramping up of features and improvements. Again, nothing listed here is a deal-breaker.

Definitely take advantage of the evaluation, and dedicate time to get it up and running. This is a complex and powerful app but easy to set up.

We mainly use Samanage for internal help-desk ticketing / incident management. A company our size (about 100 employees and 3 IT staff) needed a way to get a handle on support requests. We evaluated some other products but decided on Samanage because of its easy of use and functionality. Since implementing Samanage, our support team is a lot more efficient when it comes to tackling help-desk tickets, which means issues get resolved quicker and that means less down-time and lost productivity. We have also recently started using Samanage for Change Management and Risk Management.

Their support is the best. The tool has a ton of ability and is far less expensive than their competitors. Unless you have ServiceNow money, this is the way to go for sure.

I would like the service catalog to be improved, as well as an additional category level for tickets. (A, SA, SSA, currently only 2 levels A, SA). Also the ability to add and remove licenses from agent seats on demand via the control panel. My only other one is spitting tickets between, Issue, and requests via a ticket type. With the exception of the Service Catalog, the rest are small things that I am confident they will address.

Great features, the best support, and great price. Nothing near this price range comes even close.

We use this tool for everything including and not limited to: Service Desk (Helpdesk), Financial, Internal customer support, external customer support etc. With their aligned focus on automation, we'll be able to save hundreds of man-hours a week with automated tasks and software deployments.

I like that I was able to get to my success agent fairly easily, and that he was super knowledgeable and patient, even though I had a hard time explaining what I needed. Not only that, but the 2 questions that I've been mulling over for the past month (intermittently) were answered in 17 minutes. Britt made it super simple!

Honestly, the interaction was so quick, the only thing i missed was some of the articles mentioned.

Keep in mind: I'm only a Tech I and I'm able to run this system. If you are looking for a project that can be easily managed and have a major impact without needing too much supervision, this is a great one to get on. Honestly, the build out is super easy, the support and education is unparalleled, and the community of other users is super welcoming and easy to talk to.

We're moving away from Sharepoint 2010 and forms with Macros in them. Samanage is a great solution for document support on the forms that need to be submitted to the support departments we have anyway. Instead of downloading the form, attaching it to an email or another ticket, and hoping that the form is filled out correctly, we can just have the form in samanage and have the required fields marked so nothing goes amiss.

We love the flexibility to customize as well as the responsive service and constant improvements. The support team is extremely responsive to our needs. The array of services provided is excellent and ever growing.

There are still a couple of tweaks that our org could benefit from specifically, but no true dislikes. The only real "issue" we have had is when a problem is escalated to the engineers it seems to lack follow up. This has only happened twice in the three years we have had Samanage. The first time, the problem was eventually resolved. Currently we are working with them to resolve another.

Definitely fully explore how you can leverage the product and familiarize yourself with the service catalog item workflows before you start building out your solution. Also get advance buy-in from other departments in your org to see how you can make this the solution for everyone and not just IT

We have been able to build out cohesive workflows that solve a multitude of problems, implement solid change management, get a handle on our tech inventory as well as many other items. We are constantly finding new ways to leverage Samanage to further our service level.

Organization of tasks, users, and assets. I use this on a daily basis and keeping track of assets is much easier (although an improved physical location attribute could be more specific, or help in shipping somehow). The service desk aspect helps me keep my tasks in order and moving forward; and being able to reference particular issues or users with specific issues is quite convenient.

Samanage load times can be inconveniently slow sometimes, maneuvering through windows, menus, and screens can be quite inconvenient. I would like to be provided more information on what else I can accomplish with this program, but it's hard due to the fact I still have not overturned every stone here. There is a lot of information that could be organized and provided to make customer solutions better. Occasionally the service desk does drop the ball and miss emails, which severely affects our relationship and ability to accomplish tasks with end--users. This issue is major, and although not common, needs to be addressed when/if it occurs.

Check it out, it's worth it for our size company

Provisioning equipment, identifying equipment, assisting users, and repairing issues. Being able to organize and stack this much information in one solution is quite powerful in my opinion.

Vendor support has been excellent! Any questions that we may have, have been answered in a timely manner. They've gone above and beyond trying to assist us!

The application is very user friendly and is very intuitive. It allows us to be able to customize our platform to our liking and gives us control of how we are going to operate the system.

I'm very excited to have this software implemented and to work in it for our everyday needs!

Inability to email all members of a group. If a ticket is put into a groups name, they do not receive notification that it has been moved to their group.

A new incident ticketing system was needed and Samanage is fulfilling that need. The added benefits include asset management which will help to streamline processes!

I like the flexibility that Samanage offers us for customization. It does double duty at the help desk, and as an HR onboarding solution.

Not much to dislike about the product. It serves its purpose, and live help is always a click away.

Samanage is mostly used as our help desk management solution. Tickets are started by email or web interface. The ticket is automatically assigned in some circumstances which is our first step in keeping our tech's screen clear and also speeds up the ticket resolution process.

We have set up HR as admins as well. They create tickets for new hires which flow to the various departments when a different set of tasks has to be completed. It is a very neat solution, and it holds everyone accountable.

One of the key features of Samanage is the mobile app. In the past our techs had problems getting notifications of work orders assigned to them while off-site or in a different building (using our old system Track-It!). They love the new features of the mobile app and that it notifies you on the phone. We like the web interface for accessing the site. Our previous product was client-based. One of the other features is that Samanage is fully ITIL compliant which gives us greater flexibility than just Help Desk. I like the integration with other services such as Slack, and OneLogin. They have quite a collection. Another feature is the ability to assign tickets to a group/team, which we were unable to do previously.

I would still like to be able to have my techs show up as not available when they are on vacation, so that we don't assign tickets to them that won't be addressed until they come back.

Sometimes the Samanage support is a little slow to respond.

Better communication with our techs. Allows different departments to leverage the tools Samanage has to offer

Our Help Desk moved from a product Service Desk to Samanage. Coming from an outdated software and moving over to Samanage was absolutely beautiful. Samanage simplified custom made dashes, reports, an easy click of re-assignment, notes, and CC'ing people on tickets. Our Help Desk now solely uses Samanage to contact users - whereas before when we were on our old product people PREFERRED using email (hahaha).

I assign/re-assign tickets as part of my role - and Samanage makes it ridiculously easy for me.

In short, I love Samanage. It's made my job a whole lot easier and more effective.

I also do reporting for our manager level staff for the entire IT department, and they also make it easy for me. Reporting is still lacking in Samanage - but I'm able to get around it with a little creativity. It's limited to only the template dashes that they have/preset filters.

I work in Help Desk - we support all internal employees and contractors. Samanage makes it ridiculously easy for me to keep tickets up to date, and easy for the user to do as well.

The Service Desk Incidents, Changes and Problems module and assist greatly in our Day to Day Operations and Support

The interface is very intuitive

The Service Catalogs help create a in depth workflow and the concurrent access assists in the timely resolution of multi-departmental tasks

Feature requests require the community to vote up before attention is brought to it, rather than a customer submitted request directly. The flip side is new featureless are constantly being released and the platform is always improving

Worth taking a look at over other products we've demo'd. Other solutions appear to require much more overhead for implementation and may not have all the same features

The Changes Module has greatly improved our Change Management Process

The Incidents module and Service Catalog has allowed us to extend our use beyond just out IT department but into various other department for us

With the Incidents, Changes and Problems associations we have been able to identify trending and resolve root cause items much more promptly

The client to install on our machines was small, it gathers a ton of information, and it presents it all in a very neat package that you can search. I also love being able to add custom fields to each computer/user so that we can add all of our important information.

I wish there were more automated ways to gather information about switches and routers on our network. I also wish that there was an easier way to gather info about printers. It finds printers, but it doesn't present them in a very coherent package so we had to add all of our printers manually.

If you're looking for a great asset management or inventory tool for your IT resources, this is an incredible product. I'm not sure about the help desk side of it because we haven't used that part of it.

IT asset management, inventory management, budgeting. We found out pretty quickly that we would be able to use this budgeting by adding all of our PO's for our purchases.

We are able to document critical information about all of our hosts which aids in troubleshooting and inventory tracking.

Updating the agents needs to be done via group policy or manual

Test your possible solutions' support service, see which attends to you best.

We initially were using Samange solely for hardware and software inventory, this aided in troubleshooting as well as maintaining up-to-date details on all of our endpoints. We also manually inventories any devices that we couldn't install the agent on. Most recently, we implemented their Service Desk fully allowing our employees to submit trouble tickets to our IT team. This had made a major improvement in incident tracking, logging and resolution. The employee base has seen this as a major positive. Samange's support is very good, you can get a person in an on-line chat quickly and easily and resolutions to any issues can be worked through in a proper time frame.

The user interface is very professional, fits with any organization, and is extremely easy to navigate. My customers often compliment me on how "nice of a Help Desk homepage we have". The administration interface is highly customizable and the built-in help features do a good job of getting your new Help Desk upand running quickly. Samanage's support is also great, they have several options to help their customers get setup and even after the intial setup they are responsive. I also love the Jive updates I get from them informing me of upcoming changes and new features.

Though I did just say the built-in help features are great to get you going, some of them do require some massaging and trial and error to get just right. That being said, isn't that what a lot of IT work is though, trial and error to get it right? So this "dislike" is more me being lazy I guess. :-)

Talk to their support and sales when they engage you, they truely want your business and want to make their product work for your organization (large or small). They have product offerings that will help your support staff be more productive even if you're a one-man operation.

easily accessible Help Desk to submite requests for help and the Solutions feature has been a great place to populate self help solutions reducing the number of duplicate requests or recurring requests by almost 25% in the 9 months we've been using Samanage

For the most part the samanage online based program works well. Our field staff emails there issues and the site generates a ticket for us to keep track of and review.

Current downfalls sometime we get emails that do not create tickets for a longer period of time then we would like. Also the subcategories you can't sort by alphabet.

For the most part the samanage online based program works well. Our field staff emails there issues and the site generates a ticket for us to keep track of and review. Current downfalls sometime we get emails that do not create tickets for a longer period of time then we would like. Also the subcategories you can't sort by alphabet.

It allows my team to keep track of all the task and we realized just how busy or slow we are from pulling the reports it has available

For my change management needs, Samanage has been very easy and lightweight to use while still maintaining detailed audit history for SOX / Audit compliance. The forms are simple and easy to create within the application, and the ticketing system has been very simple to use with minimal impact to our customers. The in-app customer support is also very quick and helpful.

Its been great so far, no complaints. Only minor improvement would include more customization of certain fields (i.e. Change Request Priority does not include an 'Emergency' option), but I have been told that this feature is coming soon.

Incident Management \ New Hire Requests & other IT form based processes \ Change Management. We've been able to very quickly implement these features with a very small amount of overhead to manage.

Inventory management and REST API are my current favorite features. Being able to interface with Samanage using custom tools when needed is refreshing. The amount of data pulled in by the inventory management tools in Samanage is extremely helpful in day to day troubleshooting.

I would like to be see the API continue to improve. There are a few small things I would like to be able to see as features... For example it's possible to attach a file to an incident with the API, but not download an attached file using the API.

We're using Samanage for our Incident generation, inventory tracking and management, and change management. In the future, we hope to bring in many other teams in the company.