Who uses SolarWinds Service Desk?

Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).

SolarWinds Service Desk

4.6 (571)

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"It is simple to implement, administer, and update"

5.0

Krishna L. - Human Resources GeneralistMay 21, 2022

STARTING PRICE

$19

per month
other

Free Trial
Available

EASE OF USE

4.6/5

Based on Capterra user reviews

TOP RATED

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What is SolarWinds Service Desk?

SolarWinds® Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications.

Integration Ecosystem

Dropbox Business

Zapier

LogMeIn Rescue

Okta

Slack

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How much is SolarWinds Service Desk?

Starting From:

$19 Per Month

Pricing Model: Other

Yes, has free trial
No free version

Pricing Details (Provided by Vendor):

Team - $19 Business - $39 Professional - $69 Enterprise - $89 Pricing is per month, per agent. Contact SolarWinds to request a price quote.

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SolarWinds Service Desk Features

What solutions does SolarWinds Service Desk provide?

Popular features found in Help Desk Software

More features of SolarWinds Service Desk

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Alternatives to SolarWinds Service Desk

SolarWinds Service Desk

Starting from:

$19/Per Month

Pricing Model:

Other

Overall Rating:

4.6 (571)

Ease of Use

4.6

Customer Service

4.7

Features

4.4

Value for Money

4.5

Zendesk Suite

Starting from:

$55/Per Month

Pricing Model:

Per User

Overall Rating:

4.4 (3882)

Ease of Use

4.3

Customer Service

4.3

Features

4.4

Value for Money

4.1

Freshdesk

Starting from:

$15/Per Month

Pricing Model:

Per User

Overall Rating:

4.5 (3281)

Ease of Use

4.5

Customer Service

4.5

Features

4.4

Value for Money

4.4

Zoho Desk

Starting from:

$14/Per Month

Pricing Model:

Per User

Overall Rating:

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Ease of Use

4.4

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Features

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Value for Money

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View all SolarWinds Service Desk alternatives

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SolarWinds Service Desk Reviews

Showing 5 of 571 reviews

Overall

4.6

Ease of Use

4.6

Customer Service

4.7

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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.
We started with the asset management, and now are about to expand to the service desk which looks like it has some awesome features we plan to utilize right away like workflows and Jira integration.
The power points in using a hosted solution are functionality, speed, intuitiveness, reliability, and cost effectiveness. Samanage has succeeded in all these areas.
We were also impressed with the flexibility of the licensing and the willingness to help package exactly what we needed for our solution.

Cons

The Chat response from an agent on Solarwinds takes time to respond. If there's an outage the email delivery is slightly delayed for the announcement.
Getting confused sometimes about where a specific feature may be.
I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts.
No option to have a 10 or 15 minute warning before SLA breaches (quite important for us as it's possible to easily miss these due to high ticket volumes).

Read All 571 Reviews

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Most Helpful Reviews for SolarWinds Service Desk

Krishna L.

Human Resources Generalist

Hospital & Health Care, 5,001-10,000 employees

Used the software for: 2+ years

Overall Rating
5.0

Ease of Use

4.0

Customer Service

5.0

Features

4.0

Value for Money

5.0

Likelihood to Recommend

9/10

Reviewer Source

Source: Capterra

May 21, 2022

"It is simple to implement, administer, and update"

Overall: 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.

Switched From: Salesforce Service Cloud and Zendesk Suite

Reasons for Switching to SolarWinds Service Desk: My favorite feature of SolarWinds Service Desk is the dashboard customization option, which allows me to keep track of the ticket status of my team all day long without having to sift through the tickets of other teams. SolarWinds also allows me to view the data in visually appealing charts and maintains reporting and notification.

Sarah H.

System Administrator

Information Technology and Services, 10,001+ employees

Used the software for: 2+ years

Overall Rating
4.0

Ease of Use

5.0

Customer Service

4.0

Features

4.0

Value for Money

5.0

Likelihood to Recommend

9/10

Reviewer Source

Source: Capterra

June 9, 2022

"An excellent tool for service management"

Overall: 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.

Switched From: Freshservice and SysAid

Reasons for Switching to SolarWinds Service Desk: Solarwinds is the best service desk software we have tested that has a very strict security policy, which includes all the layers involved in designing online applications. As a result of the product's simplicity of use, I was able to quickly set up multiple nodes and enable monitoring and alerts.

Dan H.

IT Manager

Renewables & Environment, 51-200 employees

Used the software for: 2+ years

Overall Rating
2.0

Ease of Use

1.0

Customer Service

1.0

Features

4.0

Value for Money

5.0

Likelihood to Recommend

2/10

Reviewer Source

Source: Capterra

March 23, 2023

"On-Premise product thatrequires some hefty configuration"

Overall: 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 Choosing SolarWinds Service Desk: It was cost-effective for what we needed and the size of our user base.

Misty V.

IT MANAGER

Computer & Network Security, 11-50 employees

Used the software for: 1-2 years

Overall Rating
5.0

Ease of Use

5.0

Customer Service

3.0

Features

5.0

Value for Money

5.0

Likelihood to Recommend

8/10

Reviewer Source

Source: Capterra

January 27, 2024

"Prefect system for the right business structure "

Overall: 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.

Reasons for Choosing SolarWinds Service Desk: I had used solar winds as a technician for a corporate company and really liked it.

Switched From: Zendesk Suite

Reasons for Switching to SolarWinds Service Desk: Zendesk was not what I was looking for the dashboard and other things just isn’t well organized.

Lillian G.

Human Resources Generalist

Hospital & Health Care, 10,001+ employees

Used the software for: 1-2 years

Overall Rating
4.0

Ease of Use

4.0

Customer Service

4.0

Features

5.0

Value for Money

4.0

Likelihood to Recommend

8/10

Reviewer Source

Source: Capterra

August 21, 2023

"Solarwinds has an excellent ticketing system"

Overall: 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.

Switched From: Salesforce Service Cloud and Freshdesk

Reasons for Switching to SolarWinds Service Desk: It is a proven incident management solution, familiar to both IT professionals and regular users. It's fully featured, doesn't waste our time with unnecessary extras, and gets the job done.

Read All 571 Reviews