# 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 Gary F OwnerInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “The easy-to-use platform allows me to quickly track tickets, and automate repetitive tasks, saving me time and effort.“ May 25, 2024 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 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 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 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 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 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 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 VR Verified Reviewer Owner Information Technology and Services Used the software for: 2+ years ### "Streamlining IT Support for Small Businesses" May 25, 2024 5.0 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. Review Source VR Verified Reviewer Sr. IT Service Delivery Analyst Information Technology and Services Used the software for: 2+ years ### "SolarWinds Service Desk - Great Serve desk that meets the ITSM needs" July 22, 2021 4.0 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. Review Source PK Pooja K. Service delivery manager Information Technology and Services Used the software for: 1-2 years ### "Ideal tool for service desk management" November 14, 2021 5.0 \*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. Review Source AD Andrew D. Center IT Engineer Information Technology and Services Used the software for: 6-12 months ### "Wish it was my daily driver..." March 31, 2022 5.0 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. Review Source JM Jada M. Systems Analyst Construction Used the software for: 1-2 years ### "A Great product with even greater potential" October 19, 2020 5.0 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](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing SolarWinds Service Desk Cost, product quality and customer support Review Source BH Bart H. Sr Accountmanager Information Technology and Services Used the software for: 1-2 years ### "Solarwinds servicedesk helps you service the customers" October 19, 2022 4.0 Very happy! Pros Very easy and nice to see servicedesk system, good integration with other Solarwinds tools, remote acces works fine, CMDB, Solarwinds patchmanagement, remote control Cons In fact it's easy to use bit the price is a little it higher then some other tools. Switched from [Request Tracker](https://www.capterra.com/p/210595/Request-Tracker/) Better integration with tools Review Source JL Jason L. IT Service Desk Support Consumer Services Used the software for: 1-2 years ### "User Friendly" October 22, 2020 5.0 Easy to upload a Solution Article and based on the employees that are using this on our company it's very interactive because all of the information is already displayed on the interface. Pros First of all, I really like the GUI of this Ticketing Tool compared to my previous ticketing system we are handling which is Service Now. This is very easy to use and all of the information is very efficient to find 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 Review Source VR Verified Reviewer Support Engineer Used the software for: 1-2 years ### "Amazing internal and external customer service portal" July 19, 2018 5.0 Asset management, asset auditing, help desk ticketing system. Pros Amazing help desk ticketing system, it integrates with our two email inboxes for internal and external support. Our internal employees use one address while our external clients use the other. Everything goes into the same queue and are labeled and categorized appropriately. When we comment and attach documents on a ticket via Samanage, the requester gets a nicely formatted (and extremely customizeable) email with the details. The other great thing is the asset management software, you install the agent on any company computer/phone and it gives you an immense amount of information and auditing capabilities. It will literally tell you the manufacturer and serial number of monitors plugged in (even the laptop LCD screen!) Also, support is great! You can chat with someone whenever you want and they're very good about either answering right away, or researching the issue and following up later. Cons It costs a decent amount, and depending on how many administrators you have the costs can jump up. But I will say it's well worth it for all the features you get. Review Source VR Verified Reviewer Analyst Computer Software Used the software for: 2+ years ### "SolarWinds service " March 1, 2023 5.0 Pros Flexible creation of self-service forms. Cons User interface need some enhancements to make it. Review Source VR Verified Reviewer BIM Application Specialist Construction Used the software for: 1-2 years ### "Samanage provides a highly visible system for user support and asset management in one platform." June 15, 2018 4.0 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. Review Source RH Ryan H. District Technician Used the software for: ### "Support is non-existent and clunky. Interface good, but needs work." April 7, 2016 3.0 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. Review Source Response from SolarWinds April 7, 2016 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 DJ Don J. Sr. Director of IT Restaurants Used the software for: 2+ years ### "CHG Review" July 20, 2021 5.0 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](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Reason for choosing SolarWinds Service Desk Easier to use for helpdesk team Review Source VR Verified Reviewer Supervisor, Information Services Oil & Energy Used the software for: Less than 6 months ### "Modern, Practical, Suitable, Low TCO" December 29, 2018 5.0 Our organization has downsized significantly in the past 3 years. Our former ITSM solution was costly to license and maintain. Without an in-house specialist, the help of a third party implementer was required to make significant changes or implement new modules. It was beginning to feel like overkill for us so it made sense to switch to something we can maintain ourselves and where cost is more in line with the size of our organization. We had to switch ITSM tools on very short notice. Thanks to a positive reference from a peer organization, we decided to evaluate Samanage before looking at anything else. The sales team was very helpful and quick to respond to all of our questions. Our trial environment was up and running in less than a day, and production ready with Incident Management. Pros Samanage was easy to evaluate and we were able to configure Incident Management and migrate our Knowledgebase in just under a day with next to no assistance from the Samanage team. We are pleased that we can now utilize our implementation hours to learn the more advanced automation features of Samanage. Cons The mobile app is nice but seems limited. There is a real opportunity here to expand its capabilites and flexibility. Review Source KR Kristin R. Senior Graphics Specialist Non-Profit Organization Management Used the software for: 2+ years ### "Task Management" April 26, 2022 5.0 Overall an excellent tool for keeping up with projects! You get real-time notifications on all task updates. Pros I love that we can track time, open rates, add project and task users (for feedback) and attach files. This is an essential tool for my job. Cons Sometimes the task setup is confusing for submitting new tickets. There is a lot of setup needed in the backend that the average user won't know or see so that has to be handled by someone or taught. Review Source Similar Products Featured