# Page 10 | SolarWinds Service Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 10 - 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 # Page 10 - Reviews of SolarWinds Service Desk ## Showing most helpful reviews Showing 226-250 of 577 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use SC Sean C. IT Help Desk Pecialist Non-Profit Organization Management Used the software for: Less than 6 months ### "Samanage Has Been A Godsend ' Delight To Work With! " January 18, 2018 5.0 The software itself is wonderful to use and easy-peasy to navigate! Wonderful organization and efficiency boost in production! My team and myself are thoroughly satisfied and excited to have such a wonderful tool to work with and in part help our company provide life saving services! Pros First of all all the reps that i worked with one of the rep were a pleasure to deal with and very helpful. The software itself is wonderful to use and easy-peasy to navigate! Wonderful organization and efficiency boost in production! Review Source AC Adam C. Educational Technology Specialist Computer Software Used the software for: Less than 6 months ### "Really Clean" March 20, 2017 5.0 I was put on Samanage duty, and felt like I had a full grasp of the system's functionality within half an hour. Formal training took only minutes. I handle dozens of tickets per week, and the variety of designators that I have available to me really helps with organization and personal to-do-listing. That all being said, samanage doesn't really waste its time on useless functionalities - it has exactly what it needs to get client services done really well. Pros Practically no learning curve. I was able to jump in and work in minutes of getting an account. Cons It's not really the fault of the software, but large numbers of tickets can feel daunting and overwhelming, it could be helpful to have a grouping feature or personal to do list feature. Review Source RS Rui S. Supplier development Automotive Used the software for: 6-12 months ### "User help" May 19, 2023 4.0 Pros Muito prático e fácil para recorrer a ajuda especializada de forma a ultrapassar problemas pontuais na ótica de utilizador. Cons Até ao momento não observei constrangimentos na utilização desta ferramenta de ajuda. Review Source JP Jordan P. Managing Member Medical Practice Used the software for: 6-12 months ### "Excellent Service Desk Solution!" December 16, 2018 5.0 Pros Samanage has been such a critical resource for us to build and manage our service desk component. It's been such a relief to have our service tickets integrated with our other office software like Salesforce and Slack. Definitely a must for workflow automation! Cons There are quite a bit of options available with Samanage. Take the time to really review with your IT department what exactly you need, as this platform crosses into all service areas. Review Source SP Sebastian P. Director of Innovation and Processes Used the software for: ### "Smooth!" April 5, 2016 5.0 The implementation was as the title of this review: smooth. They handle a plan and guide to implement everything at the pace you need. They have a pretty good customer service so they are ready to help whenever you need. The experience so far is very good, there are some things that I would like to have and still waiting for it, but that is something expectable from a product. From the top of my mind: Pros Very good customer service. They have email, chat and phone is necessary. Assets Management Your account executive follow you up regularly. A pretty good API Dashboard Reports that can be saved and customize its filters. SLA Management Customer Satisfaction Surveys Samanage Benchmarks are great! Cons Reports could be customizable. API does not support getting backup files so you can't automate that process. Time tracking is available within the ticket but sucks. It doesn't give the right visibility. The brigth side of this is that if you have Jira you can connect the two apps. Customer Satisfaction Surveys could be based on NPS Score Review Source Kendell M. IT Trainer Construction Used the software for: 1-2 years ### "Great software overall for Service Desk" November 16, 2022 4.0 Pros Love the dashboard view, looks recently updated and easy to read Cons High pricing for small businesses, great pricing for large businesses Review Source EG Elias G. Application Analyst Used the software for: 1-2 years ### "great product " July 18, 2017 5.0 Pros Easy to use, easy to find things on it. Easy to navigate. No issues for our dept. Inventory is a great tool and well as work orders. Review Source BY Brad Y. IT Director Computer Software Used the software for: 1-2 years ### "The perfect service desk and asset management suite" August 3, 2015 4.5 Pros I searched for a few years for a SaaS service desk and was never truly happy until I found Samanage. On top of the service desk it became our asset management system as well, replacing our antiquated system. Love the convergence between the two Cons Cannot think of a bad thing to say, the product performs exactly as advertised Review Source KD Keith D. IT Support Banking Used the software for: 6-12 months ### "Great product and great people." January 27, 2018 5.0 it's the best service desk. We demoed soft ware over 6 months and Samanage was the best. Pros This is a great package. We can easily track SLA's, inventory, and issues. The Agent loaded on the PC gives us tons of valuable info. The interface is clean and east to use. Cons The Asure integration could be better. Review Source JG Jim G. Used the software for: ### "No Questions ITSM" March 24, 2016 5.0 Samanage, or "sammich" as we like to call it, has allowed us to confidently monitor the success of our support/operation function. For end user support we have a full end-to-end life-cycle of tickets. This not only help us review what needs to be addressed/adjusted/praised, but also allows the user to go back and reference that ticket should he/she has that same question. From an operations perspective, we can track if a service/device is becoming troublesome, promote those incidents to problems, and then take action through change management to ensure those issue are a thing of the past. While it knocks the core of ITSM out of the park (incident/problem/change), the Service Catalog is by far the party piece of Samanage. You can use the Service Catalog to drive processes to ensure that a task is done quickly and properly. This has allowed us to streamline our onboarding and separation processes so that all tasks are completed; this also makes our auditors happy. All this plus the constant stream of new features is why I rated Samanage 5 stars. Review Source SØ Sebastian Ø. Coordinator Education Management Used the software for: 6-12 months ### "Simple to use, with room for modification" March 26, 2019 4.0 It provides us a ticketing system which fits our needs and is not too complicated. In that way we are able to help our users. Pros It is a good ticketing system for a company like ours, which does not need a overwhelmingly big system. The service desk is easy to talk to and it is awesome that it is possible to add modifications. Cons Some parts of the system is not as flexible as wanted, e. g. the self service request. There are room for improvement in this area. Review Source SC Shvonne C. Health, Wellness and Fitness Used the software for: ### "Great SaaS tool that's continually evolving" October 30, 2014 5.0 I've beeing using Samanage for about 4 years now and I've seen the tool grow and evolve into a great all around tool. My team and I use it for many things (contracts, service management, asset inventory, service catalog, etc). We've also been able to extend the usage to other parts of the company, not just tech support. Pros I think one of the best things about Samanage besides the ease of usage is it's ability to allow you to really extend your ROI. Cons In the big picture of pros this probably isn't a con. Like with any SaaS tool, you give up the freedom to do whatever you want with the tool. You can only extend it to the limits that Samanage has developed it (or allowed you to develop it). Review Source AJ Adrian J. Used the software for: ### "Great ITSM tool" November 7, 2014 4.5 Pros Samanage is a very good ITSM application. We are using it for Helpdesk, IT Asset management and are just exploring the service management section. The asset side particularly is very good and is based on the popular OCSInventory NG utility. The friendly and helpful staff are very responsive when issues or product improvement suggestions are made. It's very easy to use. They have very helpful, friendly and responsive staff. Overall it's a very, very good tool and one that I have and do recommend to other clients (and that comes from someone who has implemented ZenDesk, Citrix GotoAssist Service Desk and AutoTask for previous clients). Cons Samanage operate on an Agile product development, so the enhancement roadmap not publicized (but they do accept suggestions and let you know if they are being planned). Review Source HM Hector M. computer tech Higher Education Used the software for: Less than 6 months ### "my review" September 16, 2020 5.0 Its a great software from my job Pros I like that I can see all my assets, I add no assest and track PO and software Cons the chat can be a bit better, I wish the chat people can be more human and less computer Review Source pG patrick G. Tech Computer Software Used the software for: 6-12 months ### "Help Desk Needs No Help " August 20, 2017 4.0 I'd recommend the program, AND the user manual and prepare to do alot of reading! Pros The program itself is user friendly and very in depth. Those two traits aren't something you come across very often in the same program.. Cons The support side of this program though could use a better help desk itself.... While attempting to talk to customer support for help with a few of its integrated functions, they seemed lacking and not overly helpful Review Source CS Cameron S. Security Analyst Used the software for: 6-12 months ### "Feature packed, easy to use, and an overall great solution." August 16, 2017 5.0 Streamlined ticketing system with additional bonuses in the form of automation and integrations with other applications. Pros There are a lot of features in this one platform, that eliminate the need to use other solutions that have cross-over functionality. I don't have to look around all day to find what I need, with the customer support always being quick to answer whatever questions I may have. Cons The only thing that I don't really like about the software, is that the email ticketing system is a little lackluster. I can't force users to submit a form prior to opening a ticket, which would help get a better snapshot of the issue at hand. Review Source JB Jasom B. Contract Graphic Designer Medical Practice Used the software for: Less than 6 months ### "Great project management software" November 14, 2016 5.0 As a contract designer, I am not in the office. My boss can easily assign tasks to me and give me all the content, deadlines and details I need in order to fulfill a design request. My boss is able to view the progress of the request without having to be directly involved by looking at the comment trail and proofs that I upload. I can easily communicate to the job requestor and stay on track. I wish more companies I work for had a job tracking software like this. Pros able to directly communicate to the job requestor, able to reply to responses via email, tracking, file upload, set deadlines and meet timeframes Cons changing categories, not able to change the order (from left to right) of the columns on the service desk Review Source aO alex O. IT admin Used the software for: 2+ years ### "simple to set up and easy " July 17, 2018 5.0 Pros It is a setup and forget kind of software, its there when you need it and when you just dont have the bandwidth to deal with tracking this software just makes life easier Cons so far nothing notable, we have been using this for a while now and it just keeps track of hardware that its downloaded on. Review Source TW Tere'e W. IT Systems Support Specilailst Information Technology and Services Used the software for: 6-12 months ### "Get Service Desk" October 20, 2020 5.0 Pros I like the the overall aesthetic of the Service Desk. I like that you can generate reports based on the data. Cons Getting confused sometimes about where a specific feature may be. Review Source CB Chad B. Used the software for: ### "Ease of Setup, Configuration, Use, Modification, and Deployment" December 8, 2014 4.5 Pros Samanage has not only been painless, but it's actually enjoyable to configure and deploy for our Enterprise. The staff at Samanage is quick to respond to issues or questions and went the extra mile to provide multiple demos for our organization to maximize its exposure and approval to purchase. We have found the community engaging, intelligent, and helpful. Many of our situations have been rapidly addressed with helpful advice or probed deeper to determine possible features for the product. Cons The product is still developing, so while there are no failings, there are some areas where it can be expanded to allow more in-depth reporting and issue routing. The application is very robust in dealing with incidents, but could use some of the incident features expanded into other modules. Review Source VR Verified Reviewer Desktop Support Technician Hospital & Health Care Used the software for: Less than 6 months ### "Easy to implement and run with a small team" January 18, 2018 4.0 Incident and SLA tracking, better reporting and tracking of IT assets Pros Easy to implement and run with small team. It was extremely easy to set up and their support is very responsive. They are also constantly developing and improving the platform. Cons Inflexible in customizing certain aspects. We have a hard time getting exactly the report we want, and have had to add many custom fields to get our basic reporting done. Review Source JB Jerry B. Computer Software Used the software for: ### "Samanage Review" December 1, 2014 4.0 Pros It's an easy to use product (even if you do not have any ITIL knowledge), and for me, it saves me tons of work with asset management and managing incidents. As a first line admin, I use this product every day for myself and to support my colleagues. Before Samanage, we were using 10-15 Excel sheets, and everything cost a lot of time. Support for Samanage is quick and professional. The times I have requested or submitted a ticket, it was resolved in one day almost every time. Cons Well, it's not really a complaint, but if you do not have your IT processes worked out, or if you work in a completely different way with no understanding of ITIL, you could have issues when you are starting with Samange. But that is not really an issue with Samanage, but more with an IT department itself. Review Source DC David C. IT Analyst Used the software for: ### "Minuteman Health - Samanage Review" April 12, 2016 5.0 Samange is by far my favorite tool in my IT toolbox! The ability to track assets easily, the automatic warranty reference tool in which Samanage looks at the device's serial number and notifies you know if it's still under warranty, and the easy ticketing agent all make this platform superior to the rest. Best of all, as a health insurance company, HIPAA compliance is at the forefront of our concerns. With both Samanage and their servers being HIPAA compliant, this was the only company in its class to meet both requirements. The competitors typically offer AWS HIPAA compliant servers, but the company themselves are not. Additionally, Samanage's customer service team is amazing. From the live chat, to email and phone support, this team of dedicated professionals always knows what I'm referring to, even when I don't! Without Samanage, our company's IT infrastructure would be in the dark ages. The money you spend to integrate Samanage will be the best money your IT department has ever spend, period. Review Source GC Grant C. Deskside Support Engineer Logistics and Supply Chain Used the software for: Less than 6 months ### "Very Easy to Use" March 29, 2017 5.0 Samanage is nice because it is very easy to use and there are so many features that you can customize. The price is very fair for everything that you are able to do with it. End-users appreciate how easy it is to use as well. I needed help on a couple things when setting it up and I was able to get a hold of customer support very easily and they stayed in contact with me throughout the set up process which was nice. Overall my experiences so far with Samanage are great with a nice price. Pros How much you can customize it and how straight forward it is to use. Even for people who are not tech savvy at all. Cons The service level agreement portion was rather confusing and sort of difficult to set up. Review Source TC Timothy C. Manager, Lab IS Biotechnology Used the software for: Less than 6 months ### "I needed a cloud-based asset management solution that enabled easy collaboration for my teams." July 27, 2018 4.0 Other applications that offered a cloud based solution required AD integration, which was going to be an issue for me. The main benefit is my teams located internationally share the same software package which makes it easier for me to ensure the proper processes are followed. Pros Samanage is cloud based which gives my international teams the ability to view and report on the same set of data without needing separate local client installs. Easy reporting tools allows me to quickly access any information regarding our inventory. Cons I don't have the ability to edit when the auto-scan feature runs, and I would prefer a directory structure to view assets. Review Source Similar Products Featured