--- title: "SolarWinds Service Desk Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about SolarWinds Service Desk Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/129478/Solarwinds-Service-Desk/" page_type: "product" language: "en" publication_date: "2026-11-03" --- # SolarWinds Service Desk Software Review 2026: Features, Integrations, Pros & Cons Last updated on November 3, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) SolarWinds Service Desk ## What is SolarWinds Service Desk? SolarWinds Service Desk is an AI-powered ITSM platform that helps teams resolve issues up to 52% faster. We combine enterprise Service Management with unified Asset Management to eliminate silos without the complexity of legacy tools. Designed to expand beyond IT, our platform enables Enterprise Service Management, allowing you to easily spin up dedicated portals for HR, Facilities, and Legal. This gives employees a single place for all requests—from broken laptops to benefits questions. Plus, SolarWinds AI is intentionally built into your agents' daily workflows to maximize effectiveness without adding noise. It delivers purposeful automation—like suggesting solution steps, summarizing tickets, and drafting responses—exactly where it adds the most value. SolarWinds Service Desk provides enterprise-grade power on a platform that's actually easy to use, delivering rapid time-to-value and getting you live with ITIL best practices in days, not months. ## What is SolarWinds Service Desk used for? [Help Desk](https://www.capterra.com/help-desk-software/)[IT Management](https://www.capterra.com/it-management-software/)[Service Desk](https://www.capterra.com/service-desk-software/) Recognitions Shortlist Top alternative Featured Overall rating Based on 579 user reviews Reviews sentiment Positive 97% Neutral 3% Negative 0% Starting price $39 Per User, Per Month Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... - Incident Management / 2025 - IT Asset Management / 2025 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for SolarWinds Service Desk?[Manage this product listing](https://www.g2.com/products/solarwinds-service-desk/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### SolarWinds Service Desk 4.6 (577) VS. [4.6 (1,917)](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/reviews/) Starting Price $39 Per User, Per Month Starting Price $104 Flat Rate, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.6 (561) Ease Of Use 4.5 (1,916) Value For Money 4.5 (321) Value For Money 4.5 (1,760) Customer Service 4.6 (516) Customer Service 4.5 (1,758) ## SolarWinds Service Desk alternatives [4.5 (805)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [4.5 (528)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.4 (4,116)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.3 (178)](https://www.capterra.com/p/216733/Vivantio/reviews/) Starting price $49.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 85% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/alternatives/) ## FAQs about SolarWinds Service Desk Overview ### What problems does SolarWinds Service Desk solve? SolarWinds Service Desk solves fragmented IT support workflows by centralizing incident intake, assignment, escalation, and resolution history while linking tickets to users and assets. Service catalogs capture required request details, reducing follow-up emails; workflows coordinate onboarding, offboarding, approvals, and change control. IT help desks, operations managers, and HR teams gain workload visibility, SLA tracking, inventory records, and recurring-issue reporting. Answer based on 329 reviews Overview ### Which roles and teams benefit most from SolarWinds Service Desk? SolarWinds Service Desk is most used by IT managers, directors, and CIOs overseeing service delivery, asset visibility, and reporting. Systems administrators, engineers, and IT administrators manage incidents, requests, and device inventories, while support specialists, technicians, and service desk managers track tickets, resolve user issues, and maintain consistent support workflows. Answer based on 487 reviews Overview ### What company size and industries is SolarWinds Service Desk built for? SolarWinds Service Desk is built for organizations of any size with sophisticated IT teams, especially small businesses and Information Technology and Services firms. Reviewers are 40% small businesses, 34% midsize businesses, and 26% enterprises. Leading industries include Information Technology and Services (14%), Computer Software (11%), and Retail (5%). Answer based on 577 reviews Features and Usability ### What are the key features of SolarWinds Service Desk? SolarWinds Service Desk includes ticket management for prioritizing issues, assigning importance levels, and converting emails into tickets. Support ticket management helps teams coordinate on requests, while alerts and escalation provide tailored, fine-grained notifications for overdue tickets. Real-time notifications keep support teams informed about ticket updates and resolutions. Answer based on 14 reviews Pricing ### How much does it cost and what fees or limitations are included? SolarWinds Service Desk starts at $39 per user/month for Essentials, with Advanced at 99 and Premier at 124 per user/month; a free trial is available. Reviewers often describe pricing as fair value, though some small organizations report higher costs as administrator counts, extra modules, or licenses increase. Answer based on 84 reviews Integrations ### Which third-party tools and platforms does SolarWinds Service Desk integrate with? SolarWinds Service Desk integrates with over 20 third-party tools, including Jira for development workflows; Microsoft Azure, Microsoft Entra ID, Okta, and OneLogin for identity management; and Google Drive, Dropbox, and Google Workspace for collaboration and file storage. Answer based on 26 reviews Getting Started and Support ### How easy is it to onboard and train a team on SolarWinds Service Desk? SolarWinds Service Desk is straightforward to onboard for most staff, with reviewers reporting that nontechnical and moderately tech-savvy users need little training to handle tickets and the portal. In-person training, live online sessions, webinars, documentation, and videos support rollout. Administrators may need more time for configuration, automation, and adapting processes to product limitations. Answer based on 31 reviews Getting Started and Support ### What customer support options does SolarWinds Service Desk offer, and how do users rate the experience? SolarWinds Service Desk offers email/help desk, FAQ/forum, knowledge base, phone support, 24/7 live representatives, and chat. Users often describe support as friendly, knowledgeable, and quick to respond, particularly through chat. Some reviewers, however, report delayed follow-ups, unclear guidance, and occasional difficulty resolving more complex issues. Answer based on 250 reviews Security ### How does SolarWinds Service Desk handle data security and access control? SolarWinds Service Desk uses role- and group-based access controls, including customizable roles, Active Directory integration, and SAML single sign-on. It monitors assets for required patches and security updates, unauthorized browsing or application installs, and unlicensed software. Reviewers report that permission setup can be complicated, with limited granularity in some areas; mobile SAML support was unavailable. Answer based on 15 reviews ## Features AI summary Based on 5,135 Help Desk reviews Capterra data shows that buyers of help desk software rank the following features as their top priorities: - **Ticket Management** (**55%** of reviewers rated this feature as critical) - **Support Ticket Management** (**49%**) - **Real-Time Notifications** (**39%**) SolarWinds Service Desk includes all three features reviewers identify as most important: **Ticket Management**, **Support Ticket Management**, and **Real-Time Notifications**. Together, these capabilities help businesses organize incoming requests, manage support workflows more efficiently, and keep teams informed as issues change, allowing teams to respond faster and maintain more consistent service. Ticket Management 4.6 (52) 63.46% of 52 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Support Ticket Management 4.2 (22) 54.55% of 22 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Real-Time Notifications 4.4 (24) 58.33% of 24 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Call Center Management 4.3 (4) 50.00% of 4 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Mobile Access 4.1 (10) 40.00% of 10 reviewers that rated this feature as important or highly important Access software remotely via mobile devices Alerts/Escalation 4.5 (26) 53.85% of 26 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request SolarWinds Service Desk 191 features Define levels of authorization for access to specific files or systems Integrates with Active Directory Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems Generate one-off reports that meet information requirements Uses AI to condense large amounts of text, audio, or video data into a coherent form Software program that continuously adjusts its behavior based on observed data System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Tools for the systematic analysis of various types of data or statistics Application programming interface that allows for integration with other systems/databases Manage the process of evaluating documents or requests submitted for approval Manage assets throughout their lifecycle to optimize profit Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Assign issues and tasks based on availability or required skills Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws A record of all activities within the system, including user access, changes made, etc. Automatic reply functionality for incoming messages Tickets are automatically assigned to specific agents based on predefined rules Create and automatically send premade copy in response to customer messages Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients Scan barcodes to ensure accurate pricing and label tracking Compare key metrics for the business against prominent players in the industry Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Monitor service demand and performance to plan for adequate resources that meet business needs Create and manage digital catalog of products/services with their details, specifications, and price Organize and group data or items based on various criteria Track and monitor efficient handling of all changes/transitions Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Private online space that lets businesses securely share documents and provide information access to clients Configuration Management Database Provides a channel for team members to share AI models, media files, communicate, and work together Leave comments and notes on documents for others to view Manage and track all internal and external communication conducted via calls, email, text, or chat Track and manage adherence to policies for any service, product, process, or supplier Track and report regulatory data to either internal management or external stakeholders Configure existing workflows to meet your organization's needs Identify component attributes like servers, hardware, software, and manage relationships across all services Centralized repository to store content and assets Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Track, store, and access client contracts or licenses Process to track, record, and analyze expenses that occurred over the entire duration of a given project Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system A collection of customer information such as contact details, demographics, previous interactions, etc. A website or login for customers to access information Provide online support for your customers through live chat or help desk functionality Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Assembly of graphs and charts for visualizing and tracking statistics/metrics Creation and customization of dashboards Import and export data to and from software applications Track the management and flow of data throughout the organization Protect sensitive data for digital privacy Graphical representation of data Tools that provide relevant information at specific times to support judgments and courses of action Automatically scan the network for devices and take pre-defined actions upon discovery Store, manage, and track all electronic documents in a centralized location Store and organize documents in a centralized system Assemble applications and processes by dragging over and arranging pre-built components Editing tool that allows users to drag and drop images, icons, widgets, or other components Receive and/or send email notifications for urgent updates, requests, or other information Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Centralized database to track details of fixed assets such as depreciation and maintenance scheduling/history Store, manage and track all forms in a centralized location Search for specific words or phrases within a document or database Use AI to generate content in the form of text, images, videos, etc. Managing service requests, incidents, IT issues & support with a ticketing system Information, data and reports that are being tracked over time Analysis of impact/effect on IT services and other business processes Organize, prioritize, and manage incoming communications Manage and track all disruptions and incidents Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site Track interaction history by documenting conversations for contacts Ensure internal objectives and compliance with policies are met Monitor product stock levels Track and manage inventory levels to maintain proper supply Track and monitor inventory items, such as raw materials, unfinished goods, and ready-to-sell items Oversee people and resources to carry out an investigation Inspecting the issue resolution process for compliance with related systems and regulatory guidelines Identify and respond to unexpected problems or failures (ie. "negative events") Schedule and assign issue completion dates and/or times Record and follow the progress of every issue Managing inventories and tracking changes to hardware and software configurations Monitor the movement of one or more IT assets throughout the organization Manage incidents related to outages or breaches in functionality of IT systems Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more Manage risks related to IT systems Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Identify different languages Manage license files and packages purchased in a centralized repository Track and organize the number of licenses available to the organization Maintains a history of customer licenses Ability to chat online in real time Adapt content to display differently based on viewer location Templated responses for responding quickly to recurring support requests Manage, maintain and track the performance of assets and equipment Schedule predetermined or ad hoc maintenance services and labor requests Access software remotely via mobile devices Notifications via mobile devices Access the system via a mobile application A way of interacting with a mobile application using items such as windows, icons, and menus Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage and handle various international currencies Manage and support multiple languages Allows the software to be used on a particular computer Manage risk that occurs from systems failure or inadequate processes Track orders throughout the fulfillment process A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Monitoring and measurement of relevant metrics to assess the performance of IT resources Generative AI models can create personalized recommendations for users based on their preferences and behavior. Create, manage, and track policies and procedures within an organization Predict future data based on historical data sets Arrange tasks based on the level of priority or urgency Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Organize and manage all processes/procedures involved in purchasing goods and/or services Plan and coordinate all the resources, costs and time needed to execute assignments Estimate or forecast of a future scenario based on the study of present trends Create, send, and track purchase orders and their statuses Monitor wait time and abandonment for incoming requests that have not been routed Generate quotes or estimates for customers Analyze and gain insights into data in real-time Engage in direct, instant messaging with customers, users, etc. Receive data and information in real time Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Active reporting of data and metrics Receive system updates as soon as any changes are made Manage all receiving processes within a warehouse Set an issue to repeat Creating relationships between different IT assets to define their status and dependencies in a network Planning, coordinating, and executing the deployment of software or system changes into a live or production environment Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Timed notification for any upcoming task, deadline, appointment, or activity Access work applications remotely, for when working away from the office and/or traveling Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Review, approve and cancel requests for goods/services to be purchased Assign available resources (human and/or non-human) to various projects and tasks Input different types of content and edit text formats, fonts, font sizes, and colors Analyze potential risks across the organization Initiate collection and analysis of known risks Reporting of risks associated with specific actions, events, or entities Assess and score risks using risk matrices Set & manage permission levels based on user roles and restrict access to only authorized individuals Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work Set a time to generate routine reports automatically Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. Search and filter data across systems to locate required information by entering keywords or certain criteria Securely stores data to prevent data loss or breaches Includes firewalls, intrusion detection, and network-based antivirus programs to provide security against online threats Online portal through which end users can access the system, manage tasks, or obtain information Database containing accurate and up-to-date information on all operational services Track work performed and resources used for past customers, sites, or assets Set and monitor service level agreements to ensure timely response and resolution Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more Allow users to access multiple services after entering their login credentials once Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Review and uncover trends in spending activity Track the amount of money spent on a certain product or with a certain supplier Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Track the status over time for a request, process, asset, or transaction Process of managing customer subscription lifecycle for a recurring service or a product Manage all supplier data and operations Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Gauge satisfaction and receive information for improvement and success Attach digital tags to documents and assets for identification, search, or monitoring purposes Create, manage and track all task activities and progression Track the status and progress of tasks Sample files or documents that could be customized as needed or used as is Edit text as needed Set up connections to third-party platforms to improve business processes Track, manage, or resolve user requests and IT incidents/issues Track and interpret metrics on the usage of company resources Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks Ability to track and store all vendor-related information, such as contacts, services offered, terms, etc. Set-up notifications and alerts for web browsers and apps. An extended application or connector that enables users to perform additional services with their current set of tools An informational database that allows users to add, delete, or revise content Streamlining repetitive tasks and activities through automated and predefined workflows Create, design and manage workflows for repetitive tasks What You See Is What You Get is a no-code tool that allows users to create and edit content using a visual interface Get Advice We can help you find the software with the features you need. Features 4.4 (399) 4.4 Based on 399 reviews ## Pricing Value for money 4.5 (321) Free Trial [View pricing plan details](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/pricing/) Essentials $39.00 Per User,Per Month It includes: - Incident Management - Knowledge Base - Service Portal - Asset Management - Service Catalog - Change Management - Service Level Agreement (SLA) - Groups - Custom Roles - Internationalization - Multi-Factor Authentication (MFA) - Real time 24/7 Live Chat Support - Light & Dark Mode Advanced $99.00 Per User,Per Month It includes: - Change Templates & Workflows - Response Templates - Scheduled Reports - Advanced Automations - Virtual Agent - Network Discovery - Contract Management - License Compliance - Enterprise Service Management (ESM) - Runbooks - API Access - Chat, Phone and Email support from a Customer Success Team - Audit History - Data Masking - Custom Fields and Forms Premier $124.00 Per User,Per Month It includes: - Visual CMDB and Dependency Mapping - Up to 1,500 API calls per user per minute - SolarWinds AI (GenAI) - Data Masking — Premier - Virtual Agent – Premier - Runbooks Value for money 4.5 (321) 4.5 Based on 321 reviews ## Integrations [ Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/)[ Slack](https://www.capterra.com/p/135003/Slack/)[ Dropbox](https://www.capterra.com/p/143068/Dropbox-Business/)[ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/)[ Google Analytics 360](https://www.capterra.com/p/177042/Google-Analytics/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (516) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (516) 4.6 Based on 516 reviews ## User reviews Overall rating 4.6 Based on 579 reviews Filter by rating Counts reflect reviews available in this feed. 5(349) 4(209) 3(19) 2(1) 1(1) Mentioned topic Recent reviews first, then most helpful Zain Ur Rehman K. Network Secuirty Specialist ### "SolarWinds ServiceDesk is very user friendly" 5.0 November 11, 2026 SolarWinds Service Desk helps us streamline incident management, service request fulfillment, and overall IT service management processes. It provides a centralized platform for tracking, prioritizing, and resolving tickets Pros SolarWinds Service Desk is easy to use, intuitive, and helps streamline IT service management processes. The platform provides excellent ticket management, asset management, and automation capabilities, making it easier to track, prioritize, and resolve requests efficiently. The self-service portal and reporting features improve visibility and enhance the overall user experience. Cons Overall, my experience with SolarWinds Service Desk has been very positive. While there is always room for enhancements, particularly in advanced customization and reporting flexibility, the platform continues to evolve with regular updates and new features. The benefits and ease of use significantly outweigh any minor limitations. OD Owner Director of Business Development Owner Director of Business Development Used the software for: 3-5 years ### "How did I like using Solar Winds Desk" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 December 11, 2025 The overall experience was decent. The user interface was smooth and easy to use and made the experience intuitive. Pros I most liked the ease of use and the user interface was very intuitive. The dashboard made it easy to navigate and use. Cons The biggest issue was the cost per device. The other downfall is the invoicing module was primitive and did not include a recurring feature. System Engineer Used the software for: 1-3 years 5.0 November 12, 2026 AI summary based on a full review SolarWinds Service Desk streamlines support requests and improves SLA compliance by linking incident histories to device information, which reduces repetitive Tier-1 tickets. A limitation is the inconsistent search functionality for asset tags without a ticket number. Log in to unlock the full review, detailed ratings, and pros & cons Verified Reviewer 5.0 November 5, 2026 AI summary based on a full review This software effectively delivers on its core functionalities, offering ease of use and valuable insights into work and issue trends. However, there are limitations in reporting capabilities and the cost of additional features. Log in to unlock the full review, detailed ratings, and pros & cons Jesse Z. Software Engineer Used the software for: Less than 1 year ### "Great IT Support App For Technicians" 5.0 August 21, 2025 Pros I personally like how it is easy to view helpdesk tickets, update them, and then close them. Additionally, having a feature where you can search for users in your organization and the ticket history for them is a true bonus. Cons The UI is not very user friendly. Additionally, there isn't a mobile app for IT support technicians, which would be helpful since many techs work outside of an office space. Richard R. IT Manager Used the software for: 1-3 years ### "Solarwinds enabling Service Delivery to Excel" 5.0 July 2, 2025 Great product, finally working as we want, initial teething problems, but overall it works really well, integrated with all teams across different continents, with the abilit to hand off tickets seamlessy. Pros Custom attributes assist with multi-faceted teams, SLA, and Service management designed with a Service Desk that manages with Value. Compared to other tools, it excels and allows a full overview of all teams using the desk with interactive dashboards to assist the Management team. Cons Some elements require a lot of thought, Service Catalogs, but overall, an OOB experience that did not hinder progress to launch the new desk. DT Deployment Tech Deployment Tech Used the software for: 3-5 years ### "A review of solarwinds" 3.0 August 12, 2022 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. Lillian G. Human Resources Generalist Used the software for: 1-3 years ### "Solarwinds has an excellent ticketing system" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 August 23, 2023 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. Sarah H. System Administrator Used the software for: 3-5 years ### "An excellent tool for service management" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 June 14, 2022 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. HR Human Resources Generalist Human Resources Generalist Used the software for: 3-5 years ### "It is simple to implement, administer, and update" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 24, 2022 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. [View all Reviews](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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