SolarWinds Service Desk

4.6
Overall rating
Reviews

4.6
Overall rating
Reviews

About SolarWinds Service Desk

SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses respond to service requests in a timely manner, resulting in improved support. SolarWinds Service Desk is a cloud-based software offered for an annual subscription. In the system, users can manage service tickets and company assets. It also works on the go from any smartphone or tablet equipped with a web browser. SolarWinds Service Desk integrates with other applications, including Google Apps, Salesforce.com, OneLogin and over 140 other applications. Users can submit service tickets through either email or the inbuilt self-service portal. The portal empowers users to search for a solution independently using the system's configurable knowledge base. Customers can also submit a new request and check on the status of a pending issue.
SolarWinds Service Desk Software - SolarWinds Service Desk Automation
SolarWinds Service Desk Software - SolarWinds Service Desk Knowledge Base
SolarWinds Service Desk Software - SolarWinds Service Desk Incidents
SolarWinds Service Desk Software - SolarWinds Service Desk IT assets
SolarWinds Service Desk Software - SolarWinds Service Desk Reporting
SolarWinds Service Desk Software - SolarWinds Service Desk employee onboarding request
SolarWinds Service Desk video
SolarWinds Service Desk Software - SolarWinds Service Desk Automation - thumbnail
SolarWinds Service Desk Software - SolarWinds Service Desk Knowledge Base - thumbnail
SolarWinds Service Desk Software - SolarWinds Service Desk Incidents - thumbnail
SolarWinds Service Desk Software - SolarWinds Service Desk IT assets - thumbnail
SolarWinds Service Desk Software - SolarWinds Service Desk Reporting - thumbnail

SolarWinds Service Desk pricing

SolarWinds Service Desk does not have a free version but does offer a free trial. SolarWinds Service Desk paid version starts at US$39.00/month.

Starting Price:
US$39.00/month
Free Version:
No
Free trial:
Yes

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Browse SolarWinds Service Desk Reviews

574 of 574 reviews
Sort by:
Lillian
Lillian
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
4

4
Reviewed on 21/8/2023

Solarwinds has an excellent ticketing system

It's been a long time since I last logged a help desk ticket. I think they've made some amazing improvements to their service, and now they can hold their own against JIRA and their entire suite.

Pros

Users can see where their requests are in the IT department's queue, and the department can stay organized. A revolutionary advance in Service Desk/Help Desk ticketing systems. Enabled IT support staff to generate user-specific support tickets with greater specificity. They all fulfilled different functions.

Cons

The SolarWinds app did not provide the end user with many options to create their own ticket. We switched to local JIRA because it used to avoid self-service.

Misty
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
3

5
Reviewed on 27/1/2024

Prefect system for the right business structure

This is prefect product for my company and I am very happy with the software and I’m not looking to change any time soon.

Pros

Being a IT services company with multiple clients and different networks and tenants. Helps cut down my task and admin duties in half.

Cons

The price is high compared to other options but the integrations it offers is worth it to my business structure.

Rasheed
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
2
Functionality
3
Ease of Use
3
Customer Support
1

4
Reviewed on 16/12/2024

System Support Tehnician

My overall experience has been good with the application due to the multiple networks i monitor on a day to day basis which make it easy to preempt issues.

Pros

Easy access to monitoring multiple networks

Cons

Lack of technical support to direct comments, questions or query's to

Dan
  • Industry: Renewables & Environment
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
1
Customer Support
1

2
Reviewed on 23/3/2023

On-Premise product thatrequires some hefty configuration

We needed a product that did not cost much and would obey ITIL standards.The tool does the above, but it requires vast knowledge on how to set up, admin and implement changes.The end users seemed to go along with the tool, but when basic changes needed to be made, you always looked for the one person who knew how the original setup was done, as it was the only way of making the changes safely.

Pros

I like the securityI like the interfaceI think it's a fairly good value as we bought a perpetual license.ROI is fairly good.

Cons

It is hard to configure, relying on the command line to do many things and not easy to train admin users on administrating this tool.

Alternatives Considered

Dameware

Reasons for Switching to SolarWinds Service Desk

It was cost-effective for what we needed and the size of our user base.
aaron
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
1

4
Reviewed on 18/12/2024

SolarWinds Review

Pros

accuracy of timeline and real time viewing

Cons

no actual call support to troubleshoot or actual real person to explain or breakdown a solution to any issues at hand

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
4

5
Reviewed on 25/5/2024

Streamlining IT Support for Small Businesses

Pros

SolarWinds Service Desk has significantly improved my small business's IT management by providing a user-friendly platform for addressing and resolving issues. The easy-to-use platform allows me to quickly track tickets, and automate repetitive tasks, saving me time and effort. The software integrates well with other tools, and the insightful reports help me stay informed about my team's performance and make data-driven decisions to improve our service delivery.

Cons

SolarWinds Service Desk's advanced features require some learning, dedicate time to explore its capabilities.

Omkar
  • Industry: Computer Networking
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 6/11/2023

Solarwinds service desk used to monitor and manage our network infrastructure

Solarwinds service desk is used and responsible for solarwinds services like syslog and traps services etc.

Pros

Solarwinds service desk is used to manage and handle our network entirely with its amazing alert generating features.

Cons

Nothing to be like least in solarwinds, it is best to manage and handle network alerts and if anything went wrong or any issue with our network devices it os generating alerts and alarms for the same.

Adrian
  • Industry: Outsourcing/Offshoring
  • Company size: 51–200 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
1
Functionality
4
Ease of Use
4
Customer Support
4

4
Reviewed on 5/1/2024

Solarwinds review

Positive overall, we are able to look deeper into network and DB issues using Solarwinds

Pros

Allows us to monitor and spot issues after alerts have come in

Cons

I have no negative experiences with Solarwinds

Alejandro Enrique
Alejandro Enrique
  • Industry: Telecommunications
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
3
Customer Support
5

5
Reviewed on 21/6/2023

The integral IT management tool to keep your company running smoothly.

It is satisfying to have a team that provides services within the company in everything related to incidents and IT requirements and supported with a centralized tool such as SolarWinds Service Desk allows the work they perform to be easier, reliable and efficient; This tool is capable of monitoring all of the company's assets and visualizing behaviors, licenses and their use, guaranteeing security within the local corporate network and optimizing periodic maintenance work such as antivirus updates, operating system licenses (a significant point for scheduled audits in the company), which is why Solarwinds SD is an extremely important support for the organization's service desk and for all of us who use this tool.

Pros

Through the central panel we can see each and every one of the computers that make up our local infrastructure in each of the dependencies (this includes desktops, laptops, printers all in 1, etc.), this means that we can validate their performance and detect when patches or security updates are required in any of them or in the operating system they have, It also allows us to monitor by means of risk management any activity not endorsed by the IT group, such as browsing on websites not authorized by the organization or installing applications within the corporate network, which derives in risk for the security of the equipment and the information contained therein, as well as detecting unlicensed software within the infrastructure, which would be risky for the IT team.

Cons

Normally the interactions with our IT help desk was a tedious process and in some cases delayed in the attention of incidents or requirements of some areas, SolarWinds SD has adapted within its interface a high degree of intuitiveness that is perceived by each of the users who interact with this tool for the creation of incidents and thus define or assign such requirement to the appropriate personnel in order to achieve a response in the shortest possible time, this ensures maintaining the level of service without any impact and the business process without striking alterations; Solarwinds SD so far has no negative reactions in our organization.

Samuel
  • Industry: Warehousing
  • Company size: 201–500 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
4

4
Reviewed on 8/5/2024

Great Product.

Pros

Ease of use and good value for money as well.

Cons

Some SolarWinds products may be resource-intensive, requiring significant hardware resources and system resources to run effectively.

Carlos
  • Industry: Education Management
  • Company size: 501–1,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
3
Functionality
5
Ease of Use
3
Customer Support
4

4
Reviewed on 3/10/2023

The easy helpdesk

Pros

The best WAY to open a ticket with simple codes and tool

Cons

The excess of email confirmation regarding the ticket

Aman
  • Industry: Real Estate
  • Company size: 201–500 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
4

4
Reviewed on 4/6/2023

Great product for all sized organizations.

Pros

Easy to deploy and customize. Love the easy of it's management.

Cons

Nothing major I can think of. Cost is a little at the higher end.

Cláudia
  • Industry: Automotive
  • Company size: 201–500 Employees
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
4

4
Reviewed on 19/5/2023

IT helpdesk

It's a userfriendly tool with minor problems.

Pros

I use this tool on Teams to creat and view tickets for IT support. And for me it's very pratical and a quick way to report IT situations.

Cons

When answering to the helpdesk, my comments weren't registered.

Verified Reviewer
  • Industry: Financial Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
4

4
Reviewed on 4/1/2023

Improve services with SolarWinds Service Desk

Overall experience is good, reliable and fast, will be suggesting to other users also.

Pros

I most liked about this software is service automation and real time update feature which is great.

Cons

Least like about this software is the proper guide is required to understand it's all service desk features, all other are good.

Verified Reviewer
  • Industry: Banking
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 15/10/2020

Good Product for ITIL Best practices

I am the administrator of the application in my Managed Information Services department. I selected this product, deployed this product and administer this product and the setup and use of the product is intuitive and easy to master quickly.

Pros

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

Cons

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.

Alternatives Considered

ManageEngine ServiceDesk Plus

Reasons for Choosing SolarWinds Service Desk

Cost, and functionality issues

Switched From

FootPrints

Reasons for Switching to SolarWinds Service Desk

cloud based and better user interface.
Mayank
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 15/10/2022

Experience with MS Teams (Pending)

Overall experience is amazing & I am loving this application.

Pros

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.

Cons

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.

Andrew
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
4
Customer Support
0

5
Reviewed on 31/3/2022

Wish it was my daily driver...

Overall I enjoyed using this a great deal and wish we could move over to this from our current helpdesk solution. The connection time for our current software is absurd, having an external program needed just to remote in is a joke, and Kaseya goes down very...VERY often. This seems like the bar is set pretty low for SolarWinds to succeed, but I'd like to give credit where it's due. Web-based solutions for programs is truly the future in my opinion and SolarWinds is right inline with that. You can basically do everything from the web browser which means less for us to set up or maintain (and doesn't bug you about program updates all the time). I mean it when I say I'd love to move to SolarWinds.

Pros

To give some background, we took on IT services for a smaller company that was getting absorbed by us. While a lot of the IT foundations laid down were pretty flimsy or problematic, one thing stuck out as very well done. They were using Solarwinds for I.T. support and it was definitely a sigh of relief amongst the other mismanagement from before.

Everything such as device enrollment was pretty simple, the feature set for online client management was well-stocked, and my favorite was the ability to remote in without needing an external program to do so. We currently use Kaseya and it's just hot garbage, I sincerely wish we could move over to Solarwinds for our main company's IT helpdesk tools.

Cons

While there is a lot to like about this, some of the UI felt a little "cramped" from time to time. The feature set was nice, but what I was looking for was sometimes a tiny little button on a small option bar. Perhaps some buttons or icons of size would help streamline things, as this can also make training others more difficult, since the task options are easy to miss.

Jean-Louis
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
5

5
Reviewed on 1/5/2018

Enterprise Quality at a reasonable implementation cost.

Great ITSM alternative to the big guys, with all the same features, without the price tag. They offer a full feature trial and will help you with a PoC. Great value, positive ROI and superior TOC. Have a look at this one!

Pros

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.

Cons

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 don't have travelling sales people with territory in the traditional sense, again it gave us the wrong impression of their sophistication. Some of the features compared to the expensive ITSM packages are not as robust, but for the prices difference we can accept those as is. They meet our needs as is. I do recommend you do a PoC with them to gain a full appreciation for what they do offer and where some of their simplicity map-out for your needs.

Patrick
Patrick
  • Industry: Biotechnology
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 30/8/2018

Samanage is an easy to use solution that makes my life so much easier

We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is perfect and easy to use which enables users to understand the problem and submit tickets!

Pros

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.

Cons

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.

Olusegun
Olusegun
  • Industry: Internet
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 27/6/2021

Solarwinds Service Desk

Pros

Solarwinds Service Desk is an easy to use application platform to track service request. Its interface and dashboard are quite impressive. The SLA feature is very cool.

Cons

Team collaboration on the platform should be improved. The license is quite expensive

Matthew
Matthew
  • Industry: Marketing & Advertising
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 15/2/2019

Samange - Cloud based Support Desk

Great software, have used this at two different firms now. Simple and easy with great reliability and reporting.

Pros

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.

Cons

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.

Greg
Greg
  • Industry: Education Management
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 27/3/2018

This makes project management a snap

Pros

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.

Cons

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.

Verified Reviewer
  • Industry: Construction
  • Company size: 1,001–5,000 Employees
  • Used for 1+ year
  • Review Source
Value for Money
5
Functionality
3
Ease of Use
5
Customer Support
4

4
Reviewed on 15/6/2018

Samanage provides a highly visible system for user support and asset management in one...

Pros

I felt that SaaS was the way to go with an incident management system, and I've not been disappointed. We experienced just a few brief outages in the years when I was the administrator. There has been decent integration support for the features I've been using. I appreciate that the nomenclature follows closely with the ITIL definitions (Full disclosure: I am no ITIL expert, but from what I can tell, the effort was made to align with ITIL processes)
I liked the feedback system with users. We were able to achieve a customer feedback score right at 98% positive in FY 2017.... most important thought was that it was measured and that the 2% who were unsatisfied could leave feedback as to why.

Cons

Tasks integation with the other front-line features was basically non-existent. There were a few suggestions that I provided on how to improve the software... in each case we got rapid feedback on the suggestions... but when the feedback is 'we aren't doing that.' it is about as useful as never hearing anything back.

Ryan
  • Review Source
Value for Money
0
Functionality
0
Ease of Use
4
Customer Support
1

3
Reviewed on 7/4/2016

Support is non-existent and clunky. Interface good, but needs work.

Samanage's software is the 5th HelpDesk software package I have used in my professional career of 20 years. It has some nice features, including the automated inventory for Windows workstations, and the ability to setup custom SLA's. But that is where the positive end.

Things I don't care for are outdated "help" articles in their support portal, written by their own staff, that are inaccurate, and wasted over two days of my time trying to implement something that I discovered didn't work, then when I flag their support, I get a brief apology. Support is terrible, if they cannot write and police their own articles for accuracy. I don't appreciate organizations that cause more work for organizations using their product.

The system does not allow for UNC paths to be set as links in the system. This prevents our organization from sending "clickable" link to help staff add printers, map drives, etc. Only hyperlinks that go to the web are able to be made clickable.

Searches are another headache. While it is nice that it searches across everything to yield results, you have no method to filter the results returned to a date range or the ability to sort the results by a certain field.

We also had to take their supplied agent (for automated inventory), and build our own MSI package for deployment. Unsure why they are not able to do this themselves, but it is frustrating.

No native iOS app is available, for the technicians to use, and using the HTML 5.0 interface is clunky and not very useful on iOS devices.

The software has a lot of potential, but still needs a lot of work.

Response from SolarWinds

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

Replied 7/4/2016
Don
  • Industry: Restaurants
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/7/2021

CHG Review

Overall experience was great! Definitely like better than service now and also works well with solarwinds network monitoring.

Pros

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

Cons

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

Alternatives Considered

ServiceNow Customer Service Management

Reasons for Choosing SolarWinds Service Desk

Needed more functionality

Reasons for Switching to SolarWinds Service Desk

Easier to use for helpdesk team
Assi
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 22/2/2024

Handling IT Issues Easily

Pros

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

Cons

Quite helpful and no worthy complaints to list.

Randy
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 18/1/2024

Best and reliable Service Desk for all problem’s related to Solarwinds

So far, i have had a great time using Solarwinds products especially Service Desk..

Pros

Super reliable and efficient in all ways

Cons

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

Samir
  • Industry: Building Materials
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 28/11/2023

Good tool for management

Pros

I like the simplicity to use Solarwinds all day

Cons

A lot of tools to i dont know how its working

Heidi
  • Industry: Government Administration
  • Company size: 1,001–5,000 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
4
Customer Support
0

4
Reviewed on 13/11/2023

Free Trial for 60 Days

Pros

The platform was visually appealing and the setup seemed rather easy to become accustomed to.

Cons

We were unable to come to a monetary agreement and went with another ITSM.

Shawn
  • Industry: Package/Freight Delivery
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
3
Customer Support
0

5
Reviewed on 31/10/2023

Great Solution

Pros

Easy to use and configure. automated inventory system and great help desk ticketing service

Cons

limited integration options and support can be quicker.

Jacquelyn
  • Industry: Building Materials
  • Company size: 501–1,000 Employees
  • Used Monthly for 6-12 months
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 18/4/2023

It's like I have a personal IT Team standing by...

It has been very encouraging. Working with such a great team definitely takes the stress out of worry about what ifs.

Pros

The communication and the care everyone takes in their work. They communicate with me and work together to ensure that all of my issues are resolved and that there is nothing else that they can do to help.

Cons

Nothing so far. I have had nothing but positive experiences with everyone I have worked with at Solar Winds.

Samuel
  • Industry: Telecommunications
  • Company size: 2–10 Employees
  • Used Monthly for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 1/6/2023

SolarWinds: A Service Desk Great Experience

Pros

A seamless reservoir of information with intuitive workflow and setup capabilities that greatly simplifies service desk management.

Cons

Lapses in chat response time and limited features for software management and SLA warning functions can pose challenges.

Reza
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
4
Customer Support
4

4
Reviewed on 27/2/2023

Nice product for daily IT use

Overall, it's a great software that is well made and enables you to customize it easily even without coding. every company will love working with that.

Pros

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.

Cons

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.

Alternatives Considered

Jira and Freshdesk
Verified Reviewer
  • Industry: Computer Software
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 1/3/2023

SolarWinds service

Pros

Flexible creation of self-service forms.

Cons

User interface need some enhancements to make it.

Shayla
Shayla
  • Industry: Internet
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 7/2/2023

The tool is fantastic for managing incidents

For IT issue management, change management, and software purchase approvals, we utilize SWSD. Users may see where their requests stand in the IT department's queue, and the department as a whole can stay organized.

Pros

This incident management software is a tried-and-true classic, with a user interface that's friendly to both IT pros and regular folks. It serves our purposes without overwhelming us with extra features we won't need.

Cons

More views, like a tiled one, might be helpful for examining incidents or shifts. At this time, just a bulleted list is accessible. More dashboard widgets would be welcome, too.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
4
Customer Support
0

5
Reviewed on 22/2/2023

Solarwinds - Good tool for Monitoring

Pros

We have a bunch of server in Solarwinds which is monitored in it. The tools very easy to use, no need a special talent. The way we put the server in Maintenance mode is very easy and removing it from it is also very easy.

Cons

Mostly, I don't see any flaws in this tool.

Bishoy
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Monthly for Free Trial
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
3
Customer Support
4

5
Reviewed on 3/2/2023

A Review of SolarWinds Service Desk - The Efficient IT Service Management Solution

SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform designed to help organizations streamline and automate their IT support operations. The platform offers a range of features, including incident management, problem management, change management, and knowledge management, making it a popular choice for IT teams and support organizations.

Pros

Efficiency: The platform is designed to streamline IT support operations, reducing the time and effort required to manage incidents and resolve problems.Robust reporting and analytics: The platform offers robust reporting and analytics capabilities, allowing IT teams to gain insight into their performance and make data-driven decisions.Integration capabilities: SolarWinds Service Desk integrates well with other popular tools and applications, such as Microsoft Office and Google Workspace, further enhancing its efficiency and collaboration capabilities.Scalability: The platform is highly scalable, making it suitable for organizations of all sizes.Affordable pricing: The pricing model is flexible and affordable, allowing organizations to choose the right solution to meet their specific needs.

Cons

Steep learning curve: Some users may find the platform's advanced features and capabilities to have a steep learning curve, especially for those new to ITSM.Technical difficulties: Some users may experience technical difficulties when using SolarWinds Service Desk, especially when using its more advanced features.Limited customization options: Some users may find the customization options limited, and may need to use additional tools to meet their specific needs.

Josh
  • Industry: Food Production
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 31/1/2023

SolarWinds Service Desk is worth it!

Everyday use is a breeze and never a chore.

Pros

When looking for a solution to tie all of our tech together inside of our company, we went with SolarWinds Service Desk and from the get go, it seamlessly blended all of our existing processes together and made everything so much better.

Cons

Although there is no such thing as perfect tech, SolarWinds gets pretty close.

Jonathan
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Functionality
3
Ease of Use
5
Customer Support
0

4
Reviewed on 1/10/2022

Easy to learn and use

Overall, Solarwinds has been a very easy to learn and use system, with a friendly user interface. It is a great starting point for users that do not have experience with information management systems.

Pros

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.

Cons

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.

Sarah
Sarah
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
4

4
Reviewed on 9/6/2022

An excellent tool for service management

For the most part, Solarwinds Service Desk is utilized for automating incident generation through integration and reducing the amount of human work required. Custom dashboards make it possible to see the weekly, monthly, and yearly trends in various types of tickets, such as incidents, requests, changes, and issues, and to perform analysis.

Pros

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.

Cons

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.

Krishna
Krishna
  • Industry: Hospital & Health Care
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 21/5/2022

It is simple to implement, administer, and update

In my opinion, web-based program solutions are the way of the future, and SolarWinds is right there with them. I truly mean it when I say I'd want to switch to SolarWinds because of the ease with which everything can be done from a web browser.

Pros

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.

Cons

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.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
3
Customer Support
4

4
Reviewed on 22/7/2021

SolarWinds Service Desk - Great Serve desk that meets the ITSM needs

We've been using Solarwinds Service Desk for a few years now, and I highly suggest it. It provides cutting-edge support and asset management use cases. It is an excellent solution that satisfies the most, if not all, of the ITSM requirements, such as incident and issues management, changes and release management, and asset management.

Pros

1. Solarwinds provides an excellent Incident Management experience. Agents can prioritize events and add custom fields for improved reporting and analysis.
2. It includes remote control software (Dameware), which enables support personnel to quickly enter into clients' computers and provide remote assistance.
3. It is also beneficial for asset management. Organizations may maintain track of all assets, including their location and status.
4. It is quite simple to open a support ticket. Its connection with email makes things a lot easier.
5. It also provides a Customer Satisfaction survey (which is issued automatically) to assess the level of service provided.
6. It is also cloud-based, allowing users to join in from anywhere and give help.

Cons

1. The user interface could definitely benefit from some enhancements to make it easier to navigate.
2. The Search functionality is not properly optimized and frequently produces irrelevant results.
3. To create more user-friendly reports, the reporting may be upgraded with a much better UI.
4. The notification system may be improved to allow desktop pop-ups.
5. The mobile app frequently hangs.

Ronald
Ronald
  • Industry: Civil Engineering
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 23/3/2017

Great platform for asset management and trouble ticket

The pricing is based upon the number of users in our network that will be accessing the system, and the number of "Managers" running the system.

The salesman were very helpful in providing a great offer on the cost and have kept that pricing concept since we started.

As you are starting out with basically a "Blank Page" it can seem a little overwhelming at first setting everything up to get that final functional asset management and help desk system you envision. However, there are plenty of examples and their help & support is very responsive.

To me, this "Blank Page" is one of the positive aspects of the system. Basically, with some limitations, if I can imagine it, I can build it with what they have provided. This is true if you keep in mind what the original system was designed for in the first place. (The point here is simply: you would be surprised what kind of things people have asked the system to do... way beyond the scope of its design...)

It easily integrates with Active Directory (AD based on Windows 2003 is no longer supported as of this writing) and has a robust permissions setup, allowing you to allow and deny users any number of "Roles" that are pre-configured or that you create as needed.

The easy deployment of the agent combined with the cloud based setup allows the system to work well with users and machines working both in the corporate network, as well as outside of it in satellite offices.

The "Trouble Ticketing" interface can be customized and is easy to understand and navigate. Background elements include the ability to track tickets, warn administrators of tickets that have received no response, cluster common tickets to users and machines for trend and trouble tracking, and provides what I call "Live Response", where you can see who is looking at a specific ticket or item and see their notations instantly.

Probably the most impressive portion of the system is that part that most users will never see: The asset management system.

Once the agent has been installed and is communicating, the amount of information provided is overwhelming at first, and yet still organized and categorized. There is even a built in tool allowing the system to know when a computers warranty is up.

My reason for not giving 5 stars across the board:

The system sometimes has issues tracking software as the "Suite" it is licensed under. This is not necessarily and issue with this system as it is in how it is sold.

Pros

Flexibility

The "Sand Box" approach.

Support.

Cost effective

Cons

Printers are auto-populated, not based upon where the printer is installed from and shared from, but by every single shared instance of that printer. As a result, a single printer in an office of 200 users all sharing the same printer will show an inventory of 201 printers.

Software suites, like Autodesk "Building Design Suite Premium" are sold and licensed as a single unit, even though it is a collection of some 2 dozen programs and plugins. Samanage does not have the ability automatically, to track and manage this; it shows them as a bunch of separate programs. There is a way to cheat the system and make this work, but it is a manual step that requires a bit of work to setup and manage.

It's getting better, but the agents do not always refresh as quickly as I would like.

Pooja
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
4

5
Reviewed on 14/11/2021

Ideal tool for service desk management

*Solar wind is one stop for a managed service desk tool.
*IT has numerous feature associated within, one among is solarwinds network monitoring. Usually organization will have a different tool for network monitoring itself but solarwinds provides access to this future without needing to have different tool.
*Easy to access and multiple means of ticket creation and tracking.

Pros

Network Monitoring and Reporting / analytics re two feature mostly used in our organization.
This tool also helped me log into employees desktop and understand step by step to resolve any particular issue.
Provides way better workflow process and I am sure It may get way bigger.

Cons

Reports could be managed in a better format or structure because there is so much you can do with reports.

Santiago
  • Industry: Education Management
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Functionality
3
Ease of Use
5
Customer Support
0

3
Reviewed on 9/8/2022

A review of solarwinds

It was my first help desk product and has been one of my favorites sense. Besides controller restrictions and how that can impeded closing a ticket, it worked great and, at its core, was a strong helpdesk product that removed the overbearing micromanagement you might see in other options.

Pros

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.

Cons

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.

Verified Reviewer
  • Industry: Warehousing
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
5
Customer Support
3

3
Reviewed on 10/10/2018

Good Out-Of-Box product for small, scalable team

We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.

Pros

I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.

Cons

There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.

Tim
  • Industry: Education Management
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
3
Customer Support
4

3
Reviewed on 17/11/2020

Cost per year better than most

Running this for 5 and a half years now at roughly 30k tickets per year currently. It's been largely stable, but of course a few bumps along the road. The biggest complaint I get is that there's no mobile app, or a limited use one at best. That said, the web UI on mobile is mostly friendly.

Pros

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.

Cons

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.

Hossam
Hossam
  • Industry: Retail
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
4

5
Reviewed on 30/8/2021

Hossam's SolarWinds Service Desk Review

My overall experience with SolarWinds is very positive, although we have switched to another system due to budget issues, yet i still prefer it.

Pros

SolarWinds Service Desk is easy to use & what i like most about it is its dashboard customization feature, as i can be able to monitor my team's ticket status all day long, without having to look into the tickets of other teams, and being SolarWinds, it gives me the ability to view it in appealing charts, and reporting & notification is well maintained.

Cons

The least i like about it is its cost in relative to other ticketing systems in the market.

Alternatives Considered

Freshservice

Reasons for Switching to SolarWinds Service Desk

Because we are already using SolarWinds Network monitoring tools, so it makes life easier to use the products of the same vendor in terms of integration & ease of use.
Gianluca
  • Industry: Telecommunications
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
5

5
Reviewed on 6/10/2022

Good Software

Pros

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

Cons

The interface is not so good but fair enough to understand

Alternatives Considered

Zoho Desk

Reasons for Switching to SolarWinds Service Desk

Because this is the most complete.
Jada
  • Industry: Construction
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 19/10/2020

A Great product with even greater potential

Overall, we have had a generally positive experience with Service Desk, we would just like to see them mature out more of their features

Pros

A few of the things that I like most about Service Desk is the ease of learning to use it. I was able to go from one ticket management system to this one in a single day of training and have had almost no issues in terms of knowledge gaps. Their customer support is top tier and their change management workflow is one of the best I've seen.

Cons

Reporting. By that I mean the lack of reports and reporting tools. It would be nice to be able to build out our own or create our own reports. A BI tool in this application would really put it over the top.

Alternatives Considered

Spiceworks Cloud Help Desk and ServiceNow

Reasons for Switching to SolarWinds Service Desk

Cost, product quality and customer support
574 reviews

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