SolarWinds Service Desk Reviews in May 2025: User Ratings, Pros & Cons

Great solution that is always adding on.

What do you like best? Great and simple solution that is always adding new features. What do you dislike? My biggest gripe is that the Incidents page does not auto refresh. I currently use a browser add-on to do this, but it would be nice to be able to set the page up to auto refresh or notify you of updates. And while its been about a year since I last last used the app, I didn't care for the Android app. Recommendations to others considering the product: I don't think ...

Samanage has proven to be invaluable for us. Has provided exactly what we needed

What do you like best? 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. What do you dislike? I have not found many dislikes, Pricing could be better......but still very reasonable. Recommendations to others considering the product: I would recommend evaluating your needs and how Samanage will fit your needs. I researched many options and did not want an in ...

Good service desk system with Good support

What do you like best? Support has been REALLY great to work with. They are responsive and the chat system work well. What do you dislike? There are parts of the interface that require multiple steps to do something that should be really simple to do. Recommendations to others considering the product: The product has recently gone though a number of interface upgrades that are going in the right direction. Hopefully they will continue to increase their pace of implementing ...

Samanage has been a game changer for saving time, organizing support requests, etc.

What do you like best? 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. What do you dislike? 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 ...

Overall Very Good, A Few Refinements Would Make It Excellent

What do you like best? Asset Management and Helpdesk--and the ability to relate the two. Also, the portal and service requests have been very handy. What do you dislike? Implementation of some features such as printer assets (automatically collected vs. editable, and the lack of ability to distinguish single printers installed in multiple locations vs multiple printers) and comment behavior for commenters that are service agents. Recommendations to others considering the product: ...

Quick Setup

What do you like best? I liked the online Videos that hand held you thru the installation and setup of the application. What do you dislike? The Reports need some work I dislike the bar graphs What problems are you solving with the product? What benefits have you realized? We are now able to track our work via tickets and auto assign tickets.

Extremely straight-forward ticketing system

What do you like best? The ability to customize Samanage to your usage is amazing. The ability to create custom states, custom email templates, and SLAs is extremely useful. The overall platform and UX is very easy to use for IT and end users. There is continual improvement and enhancements made to the platform on a monthly, yearly basis. What do you dislike? Sometimes it can be hard to pull up a past ticket, if you don't have certain information. Over the years, there has been ...

Excellent user friendly interface could use more robust advanced features

What do you like best? - User friendly interface - Easy to administrate with easy to build catalog items and workflows - Generating reports is straight forward What do you dislike? - AD integration wasn't the easiest - Everything is classified as a incident - Lack asset inventory to allow equipment tracking and checkouts (laptops, hotspots) What problems are you solving with the product? What benefits have you realized? No built in asset tracking for ...

Samanage works very well

What do you like best? Samanage has an internal notification system that will never let you down. You will always know when someone edits, comments, changes any ticket information What do you dislike? However I do think that the self service portal accessibility could be refined to provide a better experience for the users. Recommendations to others considering the product: Ensure that Samanage is right for your company size. What problems are you solving with the ...

Great cloud Service Desk platform. Only minor Improvements needed.

What do you like best? I like how fast the web interface is. It integrates very well with Azure SSO. The Service Portal for none portal users to submit a request is a nice feature. I like how tickets get automatically created and workflows can be created based on the email distro that they were sent to. What do you dislike? I wish there was an easier way for a non portal user to submit a Change Request. I also wish there was a way to default the approvers for certain requests from ...