# Page 11 | SolarWinds Service Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 11 - 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

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SolarWinds Service Desk

4.6 (577)

[View alternatives](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/alternatives/)

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Last updated April 2nd, 2026

# Page 11 - Reviews of SolarWinds Service Desk

## Showing most helpful reviews

Showing 251-275 of 577 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

TP

Trevis P.  
  
  
Used the software for:

### "The best IT help desk service"

September 15, 2014

5.0

Samanage can be considered as a user friendly tool that is extremely easy to manage. It has helped me a lot over the past year with addressing all the IT related issues in my business. The feature I liked the most in Samanage is its ability to track subscription services and software license.

Pros

I love almost all the features that are offered by Samanage. There isn’t any feature that ran me into trouble.

Cons

I am not an expert in IT and I found it as a very difficult task to manage IT related issues before I started using Samanage. I even had to spend a lot of money to hire professional assistance. However, Samanage helped me to make my life easy. I am u

Review Source

RB

Randy B.  
IT Manager  
  
Used the software for:

### "Excellent helpdesk management! #1 service"

April 11, 2016

4.0

We have found that tracking our IT support calls is easy and accessible from anywhere. Management via web is great and basic mobile functions are sufficient for checking into open cases. Our desktop asset management is also being updated via the samanage agent, this has been the perfect tool since most of our 200 systems are in different locations inside and outside our corporate VPN. Pros 1. excellent interface, easy for new users to pickup 2. nice customization forms features, that work with lots of different workflows 3. nice simple mobile apps for android that just work! 4. excellent chat support, one of the best software support groups we have had to deal with 5. unlimited manual asset database 6. data export 7. api support for updating and adding data Overall the product has been excellent, the 2 cons I have are Cons 1. no ability to create rules on tickets 2. no customization on automated notifications 3. no windows 8/10 app support 4. report formats are limited

Review Source

VR

Verified Reviewer  
Junior Systems Administrator  
Retail  
Used the software for: 6-12 months

### "Samanage provides the best work flow for IT Help Desk Management"

December 4, 2015

4.0

Before Samanage our organization was using a tool that was more tailored to Developer work flow and bug fixes. When we deployed Samanage, we immediately have better visibility of deployed resources and better communication with end users with their help desk tickets.

Pros

Pros certainly include the ease of use. We can immediately track ticket work flow and communications.

Cons

Besides that our end users quickly adopted it and were quick to submit tickets? Maybe that should go in the Pros section!

Review Source

kL

kyle L.  
Cloud systems administrator  
  
Used the software for: 6-12 months

### "Good, not great, but good."

January 23, 2018

4.0

Pros

It has asset tracking which works well with ITIL practices involving change control and problem management.

Cons

The fact that you have to use 3rd party software which requires extra cost in order to integrate with microsoft active directory.

Review Source

Steve H.  
Sr. Systems Administrator  
  
Used the software for:

### "End Users love it!"

March 30, 2016

5.0

The product has revolutionized our helpdesk and is much more fluid. Our ticket turnaround time has dropped and our end users love the portal! We are still working through the changes, releases and service catalog, but the Incidents section is top notch.

Review Source

RJ

Rebecca J.  
Senior Graphic Designer  
Medical Practice  
Used the software for: Less than 6 months

### "Good for Work Order Management"

November 10, 2016

4.0

We do not utilize the software like most. We use it for our company to submit design work orders. It let's us easily manage our work load and keep everyone up-to-date on the status of their work orders. I'm able to easily make reports and set approvals and requirements for the requestor so we are able to get all of the information we need. Our requestors love they can reply to the email to leave comments. The only minor complaint I have is customization - like not being able to change the word "Incidents." Overall, I love that we switched to Samanage and love the customer service.

Pros

Ease of use Customer Support Training Videos + Project Management Visibility to Users of Work Load

Cons

Customization of fields

Review Source

JG

Jonathan G.  
IT Service Desk Admin  
Accounting  
Used the software for: 6-12 months

### "Samanage - Great Tool For Service Desks"

September 10, 2018

5.0

Overall the software and the support have been a home run!

Pros

Easy to implement and manage. Clients find the portal easy to use and move around. ITIL functionality is great!

Cons

Technicians wish it had an auto refresh tool to update the queue.

Review Source

MA

Max A.  
IT Support Tech  
  
Used the software for: Less than 6 months

### "Samanage Is okay"

March 29, 2017

4.0

I like Samanage compared to our last Service Desk Software . I am really big on keeping my inventory up to date and I would really like a feature where I have total control on inputting data for new Equipment in stock. I haven't found it yet in the case there is some thing like this in Samanage. I also would like if it can update license keys for software installed on our PC's or Laptops. Other then the 2 request i really enjoy Samanage. I feel it is very user friendly and simple. It allows good comunication with our employees and I really like the one login feature. Overall rating for now is not bad.

Pros

The ease of access

Cons

I haven't found an inventory section for new equipment that hasn't been deployed.

Review Source

CC

Chris C.  
IS Manager  
  
Used the software for:

### "Samanage was the answer to our IT asset inventory and contract management needs"

April 12, 2016

5.0

Samanage has been instrumental in organizing our IT asset inventory and reducing company liability by giving us total visibility into our environment. Realizing we needed a solid Asset Management system, we were looking for a solution that: - Is cloud based so the information is available from anywhere and there is no server to manage - Integrated with our Help Desk - Integrates with our Active Directory - Managed Contracts to make sure we are on-top of renewals. - Easily generate Hardware/Software Reports for management to make purchasing decisions. - Quickly and confidently generate True-Up reports for our Microsoft EA. Samanage checked all the boxes and has become a foundational service for our group. Their customer support is top-notch. I also appreciate the way they are continually trying to find ways to expand the product to improve support and communication for all groups (HR, Accounting, Marketing, Facilities) not just IT Departments.

Review Source

JR

Jack R.  
IT Coordinator  
  
Used the software for:

### "Asset Management the way I need it!"

November 4, 2013

5.0

I run a one person IT shop for Contra Costa ARC, a large non-profit in Northern CA. I have been using SAManage to track assets, service requests and incidents since May of 2009. The SAManage product has come a long way since they first offered it as a free product back then. Pros: ... their server, always up ... integration with Incident and other ITSM components in SAManage environment ... Google Apps SSO ... compares favorably to self-hosted solutions, especially for small shops ... self-updating asset agents automate workstation and server inventory ... outstanding customer service Cons: ... none to speak of Other Thoughts... Although my administrative use of SAManage is going to differ greatly from a much bigger deployment, I can compare it to a product like Remedy AR that I've used in support of a corporate retail enterprise. Having this function hosted on the web by a company like SAManage makes the most of our limited non-profit budget.

Review Source

LD

Laura D.  
Controller/HR/Payroll  
  
Used the software for:

### "After hearing this was the highest rated service desk, we just had to try it!"

December 13, 2017

4.0

This product offer live-chat support at any time I need.

Pros

I liked that there was no installation required and that this product automatically collects the data you need for you. The way the product is visually designed makes it even that much more easier to use. I had used the free trial and in that time found how much more sensible it is to use a program like this rather than to either call our IT team or even worse, wait for them to come to our business to help. The support chat tool is my favorite feature of Samanage.

Review Source

JO

Jake O.  
Sr. Help Desk Analyst  
Telecommunications  
Used the software for: 6-12 months

### "Fantastic Product - Currently only using Asset Management"

September 11, 2015

5.0

Pros

Samanage has FANTASTIC customer service. Between our Sales reps, implementation folks, the product itself, and the customer service we've received... A+ The product itself is STELLAR - But they're adding features & functionality all the time. Our whole company is starting to use the asset management functionality of Samanage. Several teams are adding their assets every day. It takes very little to train someone.

Cons

There are some (although few) limitations to the user interface, but that is remedied with their API. Unless you have deep tech knowledge, the API won't do you any good.

Review Source

KD

Karl D.  
Systems Engineer  
Philanthropy  
Used the software for: 1-2 years

### "A great product"

August 2, 2016

5.0

Pros

Samanage brings together Service Desk with it's ticket system and service requests and IT Operations with Problem and Change Controls together in one system and it's supported by a company that actively listens to recommendations and requests and acts on them when the community recommends them.

Cons

the reliance on a third party for Active Directory integration. The process works, it was just cumbersome to get working and keep working.

Review Source

SC

Srinivas C.  
SSE  
Renewables & Environment  
Used the software for: 6-12 months

### "Easy to implement and use IT Helpdesk system"

March 21, 2017

5.0

It was amazing experience ever since we go the product rolled out in our environment Right from inventory tracking to templates and grouping ticket as per the Project department wise made our life smooth.

Pros

Helpdesk ticket automation

Review Source

SM

Sam M.  
IT Engineer  
  
Used the software for: 1-2 years

### "Great out-of-the-box solution that is also highly customizable"

July 28, 2016

4.5

Pros

We enjoyed how Samanage was ready to go out-of-the-box but also offers advanced features and is highly customizable. The service portal can easily be branded, without wasting hours.

Cons

I like most things about Samanage, an in-house LDAP connector would be excellent, but the company has found ways around this by utilizing third party companies. While I wish it was a direct connector, their solution still works well.

Review Source

PSK

Parteek Singh K.  
Front-end Developer Intern  
Mechanical or Industrial Engineering  
Used the software for: 6-12 months

### "Great Tool"

December 11, 2017

4.0

Can be given a try

Pros

Flexible ticket structure and work flows, allowing for catered processes and form-based data-gathering, to obtain the right information from requestors on the first try. The user interface is simple as easy to navigate.

Cons

You cannot edit a tickets information once it has been created. With complex approval processes, the workflow can be difficult to manage when changes are I dislike The language that is required to perform a search in the search bar and I find the logic behind the filters to be a little tricky.

Review Source

VR

Verified Reviewer  
Service Desk Analyst/ On Site Technician  
Law Practice  
Used the software for: I used a free trial

### "Decent software"

December 4, 2019

4.0

Overall I would say the software is solid, but is lacking when it comes to other options such as service now.

Pros

I like how easy it was to setup the workflow needed for the service desk to function. I did not have too many issues with creating tickets.

Cons

There wasn't much to dislike about this, I did not have the best of times with following ITIL guidelines.

Review Source

CZ

Chris Z.  
IT Manager  
  
Used the software for:

### "So why did I choose Samanage?"

March 24, 2016

5.0

I work in IT healthcare. Back in December I was tasked with finding a IT service desk & asset management solution for my company. This needed to be rolled out by first quarter of 2016. I looked at eight possibly eleven other products! So why did I choose Samanage?: \* I liked the feel of it. \* I liked the fact there are lots of How To videos on YouTube and support available. \* It's very quick and easy to get started using it! \* I love the asset integration and that it can pull warranty info ... that's huge! \* I liked the cost of it great bang for the buck. \* Support staff is quick to respond, personable, easy to talk to. \* The sales staff are knowledgeable, empathetic, and yet tenacious. \* No buyer's remorse! I reached out to the people in the testimonial videos. They still loved Samanage after deployment I love growing Samanage for my company. I have a lot of ideas for it!

Review Source

KG

Kevin G.  
VP, IT  
  
Used the software for: Less than 6 months

### "Working with Samanage for a short time. Very functional system, but does have some limitations."

May 11, 2017

5.0

Pros

Very easy to configure, setup and use. Great for integration with ERP or CRM systems. Keeps track of all communications, logs activity and allows easy communication with customers.

Cons

Needs a lot more automation capabilities. Slightly limited in that it can do basic automation, but for example if you want to sent something to the original ticket requester for an approval or response, the system breaks. I'm sure something like this would be on their roadmap to improve, but it is a hinderance in our organization.

Review Source

VR

Verified Reviewer  
Information Technology and Audio Visual Support Specialist  
Higher Education  
Used the software for: Less than 6 months

### "Great application, for small scale environment. "

May 2, 2018

4.0

Pros

It pulls in a lot of data for exporting and creating reports from. Overall it is very easy to use and seems to be fairly accurate.

Cons

Would like more search functionality when creating reports. When we had questions about functionality the support took longer than we would have hoped.

Review Source

JL

Jason L.  
Group Internal IT Manager  
  
Used the software for:

### "SaManage changed the approach of our company when it comes to support in a positive way"

April 12, 2016

5.0

Before we had a terrible experience when it came to user support and we had to receive calls right, left and center. Then we thought of going ITIL and the best way was to look around for a service provider who had a tested service desk system that was built on ITIL concept and SaManage came out as the best for us. Since we started using the same, life in the Internal IT Department has been so easy and organized. Our end users really appreciate the fact that they are informed on each and every step from the time they raise a request/incident through to assigning and resolution until the time of closure and the system sends a survey to rate our service. This has assisted us improve on service delivery. We would always recommend saManage to any client who is struggling with support calls. It will change their lives to the positive and make their work easy. Also support from the SaManage team is on point.

Review Source

DL

Dan L.  
Manager - IT Service Desk  
Information Technology and Services  
Used the software for: Less than 6 months

### "IT Service Desk Review"

March 29, 2017

4.0

As a Manager new to samanage but not new to IT support, I'm well versed in many different tracking and ticketing systems. Within my first week of using Samanage I was able to create custom reports, adjust my dashboards, and get a overall view of my new teams performance with little to no training or questions. While Samanage lacks granularity at some report levels, it definitely makes up for it in ease of use and setup. I highly recommend it for smaller teams who need tracking at a macro level.

Pros

Ease of Use, Ui interface is clean.

Cons

Lacks Granularity at the custom reporting level. Workflow automation could use some work.

Review Source

AN

Anthony N.  
Computer Technician  
Information Technology and Services  
Used the software for: Less than 6 months

### "Samanage has made learning a new job much easier than I thought."

March 29, 2017

5.0

I just started my job working with Samanage 2 months ago and the simplicity and design of the program (as well as the mobile App) have made the transition smoother than I could have imagined. This program is easy to use and makes assigning and completing work orders much more efficient in an office of 6 people. The inventory system works well too. Having no experience working with any other inventory/work order system I can't even think of anything more I could ask for.

Pros

Easy work order system, simple organization using filters, customer satisfaction analytics.

Cons

Can't use messaging to contact others in organization.

Review Source

RM

Ryan M.  
Help Desk Technician  
Aviation & Aerospace  
Used the software for: Less than 6 months

### "Outstanding"

March 29, 2017

5.0

Our IT Department recently made the switch to Samanage and we have nothing but positive things to say about it. We really enjoy that it is mobile friendly and that we can access it anywhere even when not on our network. It is very easy to use and to customize to our customers and our liking. We would highly recommend Samanage to other companies and IT departments.

Pros

I like the freedom to customize tickets to serve our company needs. Easy to use on mobile phones. Easy to use anywhere including home/work machines. Ability to comment and have customers comment.

Cons

Nothing at the moment.

Review Source

LC

Luis C.  
IT Lead  
Mechanical or Industrial Engineering  
Used the software for: Less than 6 months

### "Lots of features and easy to use but slow"

March 29, 2017

3.0

I've an overall good experience with Samanage. It has all the features you want in an IT department however it performs slow and has a few mystery issues we can explain. Like not all machine showing up on the inventory list and user account deactivation. There's room for improvement but it is better then most that you will find out the market today.

Pros

All the one stop shop features.

Cons

Slow speed. It takes a long while to move from one page to another. Its not that I am in patient its just in a fast pace environment it really adds up in terms of turn around time to resolve issues.

Review Source

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