SolarWinds Service Desk Reviews in July 2026: User Ratings, Pros & Cons

Good ITIL Service Management tool!

What do you like best? Easy implementation Great support Follows ITIL framework minimum management since its a SaaS based service What do you dislike? The Incident and Service Request share the same backend database. It becomes an issue if you are trying to define a different workflow or the each. Recommendations to others considering the product: Plan plan plan. Know the service request and incident workflow. The tool is only as good as you planning. What problems are you ...

The more we integrate it the better it gets

What do you like best? Service Catalog / Tagging other users / Incident management. What do you dislike? Would like to see more developed with screen share capabilities via Asset Management What problems are you solving with the product? What benefits have you realized? ITIL, issue tracking, change management, service catalog

Samanage has greatly increased our ability to track and manage customer requests

What do you like best? Providing our customers with a single point of contact to reach out for support. What do you dislike? Up to this point I have not identified anything I dislike about the tool. What problems are you solving with the product? What benefits have you realized? Better tracking. Accuracy of data and timely problem resolutions.

Samanage is a great tracking tool!

What do you like best? The many areas of my company that Samanage can help track, including but not limited to help tickets, solutions, inventory, software, and many more! What do you dislike? I would like to see a fully featured native application for mobile and desktop. Web view is great, however. Recommendations to others considering the product: Consider all of the options that Samanage has available, try using all of its abilities, don't stop at scratching the surface. ...

Samanage is a top-tier solution

What do you like best? Samanage is a highly innovative and powerful tool that we are already seeing gains with. The navigation and configuration possibilities allow us to get things done much faster than we were before, and are helping us be more agile in our decisions What do you dislike? Some minor annoyances with saving views, but nothing that can't be worked around. Plus feature requests and enhancements are a big part of the Samanage community. Recommendations to others ...

samanage is easy to use

What do you like best? samanage is easy to use and easy for customer to use What do you dislike? customization of tool. would like to be able to do more with it What problems are you solving with the product? What benefits have you realized? inernal team. easy for customers to use

Samanage - Changing the way we work in a positive direction

What do you like best? The instant communication with our field community has been a major step in the right direction for our organization. The ticketing system gives our user community much more control of their tickets. The reporting is awesome and well received by our leadership team. What do you dislike? There is not much to dislike about this system. Just a couple of minor issues such as the sorting not staying when you refresh, but other than that nothing I can openly ...

Samanage is a great product and very easy to work with.

What do you like best? Samanage is a great product and very easy to work with. It has been added value to my organisation and structure the way how the incidents are logged What do you dislike? Maybe a more agile process adding new functionalities and informing the current users about what's new and how to use it. What problems are you solving with the product? What benefits have you realized? Help Desk Management is easier at the moment and as well, I'm now able to provide ...

Good Stuff for you!

What do you like best? There are many benefits to using this. We have finally setup the purchasing part of this and I am in love! The custom forms are very nice! What do you dislike? When going to some pages, it can load really slow. They have broken some custom fields with their updates. So we would have to go back and update our custom fields to get them to work properly again. Recommendations to others considering the product: When setting this product up to your liking, I ...

Satisfied

What do you like best? We are satisfied with the incident management features of the Samanage Platform. What do you dislike? We feel that some of the customization options within service requests could be improved. What problems are you solving with the product? What benefits have you realized? Primary objective was to improve our incident management process.