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 - Automation
SolarWinds Service Desk Software - Knowledge base
SolarWinds Service Desk Software - Incidents
SolarWinds Service Desk Software - IT assets
SolarWinds Service Desk Software - Reporting
SolarWinds Service Desk Software - IT service cat
SolarWinds Service Desk video
SolarWinds Service Desk Software - Automation - thumbnail
SolarWinds Service Desk Software - Knowledge base - thumbnail
SolarWinds Service Desk Software - Incidents - thumbnail
SolarWinds Service Desk Software - IT assets - thumbnail
SolarWinds Service Desk Software - 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$19.00/month.

Starting Price:
US$19.00/month
Pricing Details:
Team - $19 Business - $39 Professional - $69 Enterprise - $89 Pricing is per month, per agent. Contact SolarWinds to request a price quote.
Free Version:
No
Free trial:
Yes

Alternatives to SolarWinds Service Desk

EcholoN

EcholoN is a customer service solution that enables businesses to streamline processes related to support tickets,...

Alloy Navigator

Alloy Navigator is an IT service and asset management solution that enables organizations of all sizes to manage their...
Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding...
C2 ATOM is a cloud-based IT service management solution that helps users manage and automate requests, assets, and...

VIZOR IT Asset Management

VIZOR ServiceDesk from Vector Networks is a cloud-based modular IT management platform that helps businesses to manage...

BOSSDesk

BOSSDesk is a fully integrated ITIL based Service Desk/Help Desk and IT Asset Management solution available for both...

SolarWinds Service Desk Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5
5 reviews of 280,800 View all reviews
Hossam S.
  • Industry: Retail
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 30/08/2021

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.
Asim M.
  • Industry: Nonprofit Organization Management
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 19/10/2020

Excellent ITSM tool

Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.

Pros

Ease of use and customisation. Customer services

Cons

Reporting is limited. Even customisation in reporting is limited

Alternatives Considered

ConnectWise Control, ServiceNow and Zendesk

Reasons for Choosing SolarWinds Service Desk

Price and lack of ITIL support

Switched From

Jira

Reasons for Switching to SolarWinds Service Desk

Price, Ease of use and customisation, Customer services
Verified Reviewer
  • Industry: Warehousing
  • Company size: 1,001-5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
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.

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

4
Reviewed on 22/07/2021

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.

Matthaniel C.
  • Industry: Restaurants
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 21/10/2019

Great Product for Helpdesk, Task Management and Software Inventory

Pros

This solution is great for tracking incidents, solutions, problems, etc for company IT departments. It provides an easy to use interface that allows for easy creation of FAQs and a Solutions Database.

Cons

There are some things bulk items that cannot be imported without the use of the API, which is a tiny bit annoying, and some of their python and Ruby API sample code is out of date or no longer maintained.

Alternatives Considered

Zendesk

Reasons for Switching to SolarWinds Service Desk

It seemed to have a more in-depth product that gave us the detail that we needed and the integration that made our lives a little easier.

Related categories