# SolarWinds Service Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is SolarWinds Service Desk the right Help Desk solution for you? Explore 577 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/129478/Solarwinds-Service-Desk/reviews --- SolarWinds Service Desk 4.6 (577) [View alternatives](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated April 2nd, 2026 # Reviews of SolarWinds Service Desk Ease of use 4.6 Customer Service 4.6 ## Pros and Cons in Reviews Alejandro Enrique M Helpdesk Operations SupervisorTelecommunications, 501 - 1,000 employeesUsed the software for: More than 2 years. “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.“ June 21, 2023 Matt M Owner Director of Business DevelopmentInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “The other downfall is the invoicing module was primitive and did not include a recurring feature.“ December 10, 2025 Jesse Z Software EngineerComputer Software, 51 - 200 employeesUsed the software for: Less than 6 months. “I personally like how it is easy to view helpdesk tickets, update them, and then close them.“ August 20, 2025 RS Rasheed S System Support TechnicianRetail, 51 - 200 employeesUsed the software for: 1-2 years. “Lack of technical support to direct comments, questions or query's to“ December 16, 2024 OV Omkar V Software engineerComputer Networking, 51 - 200 employeesUsed the software for: 1-2 years. “Solarwinds service desk is used to manage and handle our network entirely with its amazing alert generating features.“ November 6, 2023 Lillian G Human Resources GeneralistHospital & Health Care, 10,001+ employeesUsed the software for: 1-2 years. “The SolarWinds app did not provide the end user with many options to create their own ticket.“ August 21, 2023 KP Katrina P IT AnalystInformation Technology and Services, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “It has made my job easier and more efficient.“ November 10, 2025 SL Santiago L Deployment TechEducation Management, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “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.“ August 9, 2022 ## Showing most helpful reviews Showing 1-25 of 577 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jesse Z. Software Engineer Computer Software Used the software for: Less than 6 months ### "Great IT Support App For Technicians" August 20, 2025 5.0 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. Review Source RR Richard R. IT Manager Real Estate Used the software for: 1-2 years ### "Solarwinds enabling Service Delivery to Excel" July 1, 2025 5.0 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. Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) More capable product, slicker interface, more in lien with managment reporting and interactive dashboards Review Source SL Santiago L. Deployment Tech Education Management Used the software for: 2+ years ### "A review of solarwinds" August 9, 2022 3.0 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. Review Source Lillian G. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "Solarwinds has an excellent ticketing system" August 21, 2023 4.0 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](https://www.capterra.com/p/136189/Salesforce/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) 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. Review Source Sarah H. System Administrator Information Technology and Services Used the software for: 2+ years ### "An excellent tool for service management" June 9, 2022 4.0 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](https://www.capterra.com/p/132997/Freshservice/)[SysAid](https://www.capterra.com/p/107225/SysAid/) 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. Review Source Krishna L. Human Resources Generalist Hospital & Health Care Used the software for: 2+ years ### "It is simple to implement, administer, and update" May 21, 2022 5.0 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](https://www.capterra.com/p/136189/Salesforce/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) 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. Review Source Hossam S. Network Infrastructure & Operations Manager Retail Used the software for: 2+ years ### "Hossam's SolarWinds Service Desk Review" August 30, 2021 5.0 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](https://www.capterra.com/p/132997/Freshservice/) Reason for choosing 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. Review Source VR Verified Reviewer Owner Director of Business Development Information Technology and Services Used the software for: 2+ years ### "How did I like using Solar Winds Desk" December 10, 2025 4.0 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. Review Source KP Katrina P. IT Analyst Information Technology and Services Used the software for: 1-2 years ### "SolarWinds Review" November 10, 2025 5.0 I have had a good experience with this application so far. It has made my job easier and more efficient. Pros It allows you to view all of your services in one convenient location and provides real time updates. Cons I do not dislike anything. I find this software to find convenient and easy to use. It is also very secure. Review Source Sebastian P. Director of IT, Information Systems and Processes Information Technology and Services Used the software for: ### "Nice User Interface, great customer service, ITIL based, awesome inventory management" November 25, 2014 5.0 For some organizations, selling the idea to have an ITSM can be difficult. They helped me to build the case and to sell the idea, they supported me in the whole process. Once they sold me the product, they showed an awesome customer service with very short turnaround time for each support request. They have a strong and active community, which is very important to share ideas and problems. The errors that I found were solved quickly and they also hear their users, by giving us the ability to push for ideas to include in the system. The inventory management is great in details and features. Pros An awesome customer service and support, great asset management, nice UI, SLA management, service catalog, good reporting. Cons SLAs could be more flexible, give the user the ability to create their own reports, improve the linux agent deployment. Review Source RS Rasheed S. System Support Technician Retail Used the software for: 1-2 years ### "System Support Tehnician" December 16, 2024 4.0 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 Review Source Ronald K. Software Assurance Civil Engineering Used the software for: 2+ years ### "Great platform for asset management and trouble ticket " March 23, 2017 5.0 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. Review Source JG Jonathan G. Undergraduate Associate Information Technology and Services Used the software for: 1-2 years ### "Easy to learn and use " October 1, 2022 4.0 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. Review Source VR Verified Reviewer Jr. Software developer Financial Services Used the software for: 6-12 months ### "Improve services with SolarWinds Service Desk" January 4, 2023 4.0 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. Review Source GS Gianluca S. IT administrator Telecommunications Used the software for: 1-2 years ### "Good Software" October 6, 2022 5.0 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](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing SolarWinds Service Desk Because this is the most complete. Review Source AP Adrian P. Cloud Operations Analyst Outsourcing/Offshoring Used the software for: 2+ years ### "Solarwinds review" January 5, 2024 4.0 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 Review Source VR Verified Reviewer IT Administrator Music Used the software for: 1-2 years ### "Great all in one solution " October 5, 2022 5.0 A good choice for all IT teams to start out with Pros The reporting and service catalog saved us a lot of time when doing our monthly reviews. Integrations with different systems such as google and zapier was seemless as well Cons Not as customizable and unable to get what we want exactly. Have to do quite a number of work arounds instead. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing SolarWinds Service Desk Was giving it a shot Review Source RR Reza R. IT Manager Retail Used the software for: 1-2 years ### "Nice product for daily IT use" February 27, 2023 4.0 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](https://www.capterra.com/p/19319/JIRA/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Review Source JT Jay T. Mgr. Application Development Higher Education Used the software for: 2+ years ### "Tremendous product that drives efficiency, quality, and customer satisfaction" December 6, 2019 5.0 I've had a great experience with SW SD. As a developer the ability to create workflows and use the API has made this tool indispensable. It is also extremely helpful when trying to track down a problem that may have occurred in the past or is similar to something we're currently dealing with. Pros I like the easy-to-use interface, the communication history that allows us to keep track of end user needs and concerns, and the API (personally that's my favorite). Cons I have very few complaints. I wish the list of "filters" wouldn't show the most commonly used at the top or would at least leave those items that are commonly used also further down in the list. I feel like I'm always searching for the items I want in the list because they're not in the same place if I recently used them! Outside of that I wish there was a ticket prioritization feature (or even project management-related features). Reason for choosing SolarWinds Service Desk n/a Review Source CD Christian D. IT Service Desk Information Technology and Services Used the software for: 1-2 years ### "The Best so far" October 21, 2020 5.0 I've been using different ticketing systems from my past employments and in my current company. This is the best so far, the interface is very user friendly. Pros Real-time, User Friendly. The social media vibe using the comment section and notification for communication makes it a lot easier to communicate and document the case. Cons Auto Refresh, it will help a lot. we are using 3rd party for the autorefresh. Yes, there's a notification that there's a new ticket but we still have to refresh in order to see it. Review Source JB James B. Network and Security Engineer Oil & Energy Used the software for: 6-12 months ### "Outstanding!" March 21, 2017 5.0 We needed a solution, and we needed one fast. We had test driven many, but something didn't feel right. Two things made us choose Samanage. The software had every feature we were looking for, and the people were excellent. From the beginning, we were treated like VIP's. We were given professional courtesy, we were given kindness and flexibility, we were shown appreciation, and we were given everything we needed to stand up the ticketing system in our environment. The staff, made us all feel like we were part of their family and we can't thank them enough. The demos were terrific, the trial was awesome, the sale itself went smooth, the implementation was perfect (including the SSO option), the support was phenomenal and the Go-Live went off without a hitch. This was just one of the best end to end experiences I have ever had the pleasure of being a part of. The Samanage team are just a bunch of really cool professionals that truly care about their customers. Every call was a pleasure, and they taught us how everything worked. We have had nothing but excellent support, and we are happily enjoying all the features and functionality as we use it daily. I have personally thanked them over the phone, and in email messages, but I still can't thank them enough. We were on a hard deadline to get everything working in a very short time. The Samanage team delivered on time, and within budget. We couldn't be happier. Thank you, Samanage Team! You ROCK!!!!!! :) Pros Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected. Cons It doesn't know how to make me coffee in the morning, but other than that, it's hard not to like something that makes your life easier. Review Source HU Henry U. Desktop Systems Specialist Oil & Energy Used the software for: 6-12 months ### "Samanage Helpdesk Best!" March 22, 2017 4.0 The most granular are where Samanage stands out from the crowd is in its Dashboard and the array of reports that it generates. Upon login, the Dashboard is where users are automatically placed. It provide users with immediate inside into what's going on across the organization. Another feature I like in Samanage is its single sign-on functionality. Many of contenders failed to support this capability at all. Once users are signed on, they can be assigned different roles and groups depending upon what they need to do and what access level is required. There's also something Samanage calls "risk detection." This isn't a security tool constantly searching for code holes or digital invaders, however. Rather, it's based on the data Samanage gathers as a helpdesk and asset management tool where it uses that information to keep track of best practices, expiring licenses, and similar information that might compromise your IT organization from a financial or contract perspective. We weren't able to test this feature, so be sure to evaluate yourself thoroughly before banking on it. Samanage doesn't have everything a good help desk solution should have, but it does offer many features that are important to ITIL, including problem, incident, and change management. Samanage has a pleasing aesthetic, is fairly easy to use once you get used to it, and given its feature breadth you'll certainly find the right tool for the job somewhere in the suite. Pros Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions Cons A lot of features but some seem unnecessary. Review Source JJ Jeremy J. Consultant Used the software for: ### "Samanage simplified and expanded the feature set of our current Incident Management System" April 7, 2016 4.0 Samanage helped simplify our incident management, expand our feature set and ultimately helped us increase the capabilities of our customer support and information management on the support side. We were really impressed with the import capabilities and admin capabilities provided right out of the gate. We were also impressed with the flexibility of the licensing and the willingness to help package exactly what we needed for our solution. One feature we have greatly benefited from is the Contract Management which helps us track the different contracts we hold with customers. The Service Requests have also helped guide users into providing information for their requests, making our job easier when trying to facilitate the requests and needing certain information to do so. We were not impressed with the limited capabilities of the Solutions portion of the application and this carries over to the Help Desk Portal which has no current way of organizing Solutions based on the customer or "Site", category, or any such other filters. There is only the option of displaying the solution Internally, which is good because in that view, we can create filters to organize and make sense out of the hundreds of Solutions we have created. But, we really wanted to improve the self help capabilities of the help desk portal we are provided but with the current way Solutions are shown on the portal, we can not use this feature to show customers common solutions to their problems. Overall, Samanage has been a great asset to our support team but we are hoping to see some improvements this year when it comes to permissions for viewing Solutions and also organizing solutions on the Help Desk Portal in a manner similar to how the Service Requests are displayed. I should note that since this is a SaaS solution, we instantly see improvements and features being added and the community.samanage.com site is very active. Lastly, I want to praise Samanage's help desk and engineering team which has been spot on with their support and solution delivery. We have helped to find a number of bugs and problems throughout our use and usually we will see these problems resolved within a week or less which is incredible turn around time for fixing minor issues in a software solution if you look at other companies and traditional on premise software. Review Source VR Verified Reviewer IT Desktop Support Used the software for: Less than 6 months ### "Easy to deploy, great vendor integration, and ease of use" January 29, 2018 5.0 Pros This software is easy to use for both the administrator and the user. It includes everything we need. We will be able to use it as an asset management tool, offer a solutions database to user's, and provide a change control tool for IT Staff that will be implementing system changes. It provides user feedback when their tickets are accepted and informs them when they are complete. We will be able to track the Help Desk response time and receive customer feedback. This tool is especially helpful when being audited for SOX controls. We are often asked to provide proof of compliance and we can print out the tickets to provide auditors. It is a great overall help desk tool with a couple of extra benefits all rolled into one. The vendor has been excellent provided us with support and answering questions within hours of the time they were asked. We have had weekly meetings prior to deployment and the overall knowledge has been excellent. I would definitely recommend this product to anyone looking for a help desk soluton Review Source VR Verified Reviewer System Analyst Financial Services Used the software for: 6-12 months ### "Great Value" September 4, 2018 4.0 We have been using Samanage for almost a full year now, and don't have too many complaints. It has a lot of functionality and is solving for our ticket system, inventory, and change management needs. Pros I love the ease-of-use. Samanage is extremely easy to set up and maintain. It's truly a simple product with beefy capabilities. Cons The Azure integration could be better. There are no way to properly federate departments with the current state. Notifications can get a little out of hand, and there isn't a lot of customization you can do with them. I also wish Due Dates would send notifications, but they do not, even though that seems like something pretty standard. 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