# Page 12 | SolarWinds Service Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 12 - 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)

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Last updated April 2nd, 2026

# Page 12 - Reviews of SolarWinds Service Desk

## Showing most helpful reviews

Showing 276-300 of 577 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

VR

Verified Reviewer  
Freelance Writer  
Arts and Crafts  
Used the software for: Less than 6 months

### "Excellent product. Everyone should try it!!!!"

April 16, 2019

5.0

My overall experience was very nice and cool. I would by this product over and over again. I'm already telling my family and friends about it.

Pros

How easy it was to use and follow instructions.

Cons

I liked everything about it. The ease of use. Following the program to the set up and quality of the program.

Review Source

OK

Omer K.  
SAP Administrator  
Electrical/Electronic Manufacturing  
Used the software for: 1-2 years

### "Great Software"

July 13, 2015

5.0

Pros

I mainly use the Samanage Service Desk. I like the organized interface of all the tickets. Interface is easy and not difficult to Navigate. I really like the dashboard as it lists all my tickets. They just introduced a Beta Android app which I am really liking as I can work quickly on tickets

Cons

Currently I have no issues with the product. It has been working well.

Review Source

hsS

harmandeep singh S.  
Graduate Assistant  
Primary/Secondary Education  
Used the software for: 1-2 years

### "samanage"

November 12, 2017

3.0

Pros

The ability to manage issues in a way that can be tracked. Easy to implement, built in portal, and asset tracking Pushing the agents to the desktops was easy and logical. The QR codes are a bonus.

Cons

The apparent issues setting up permissions. Portal does not have an Alert messaging and limited workflow tools within the app.

Review Source

JM

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

### "Easy to rollout across company, product pulls in tons of data to make inventory management a breeze!"

March 12, 2018

5.0

Pros

We use Samanage for inventory management. What's nice about the software is that you can roll it out easily to any networked machines, and then add the misc others in as needed.

Cons

I wish it was a bit easier to install on Linux machines, but that is par for the course with Linux and a lot of software, so not a deal breaker.

Review Source

JS

Justin S.  
IT Supervisor  
Automotive  
Used the software for: Less than 6 months

### "Solid Platform"

February 28, 2019

5.0

Pros

Samanage has many levels of automation to be utilized. We like that the software has more then enough "room to grow". We're hoping to continue using more advanced features as Samanage matures in our company.

Cons

Don't have any dislikes so far - we are still green in our adoption period.

Review Source

FC

Felipe C.  
IT Technician  
Retail  
Used the software for: Less than 6 months

### "Multi-task app makes you improve! "

March 23, 2017

5.0

We started to use the SAMANAGE service recently in our company and so far I am really impressed with the fact that we can have many tasks done in just one application. It was too much time we were spending on having two or three different applications to keep track of our incidents, user requests or asset inventory and it was not even close to the much we can do now with Samanage having all those (and even more) features in just one place, pretty organized and detailed. This tool is a real time saver for me, not to mention the easy it is to setup and use.

Pros

Easy to setup, user friendly, multi-task

Review Source

LG

Lindsey G.  
Manager of Support, Testing and School Improvement  
Education Management  
Used the software for: Less than 6 months

### "Samanage is for you!"

March 20, 2017

5.0

We recently purchased the Samanage product and have been very happy so far with the features and ease of use of the product! We have come across a few enhancements that would be nice to have, but we have found by using the customer support boards there are others that are thinking this way as well and I'm sure Samanage will take those into consideration in future builds. The product is user friendly, customizable to your organization and has a great knowledge base feature.

Pros

Easy to use, customizable, knowledge base

Cons

A few features missing: change management approval automation

Review Source

MH

Matt H.  
Desktop Admin  
  
Used the software for: Less than 6 months

### "Sleek, customization required"

January 23, 2018

4.0

Pros

Easy to use, tickets are easy to update and the interface is not cumbersome or slow like other service desk solutions I've used.

Cons

There does not appear to be a single view dashboard feature where I can look at all open tasks assigned to me. (incidents, changes, etc) You can get this by changing the filters on each tab view, but you can't see both at once. This may be remedied by the new UI they're rolling out this month, but I haven't seen it yet so can't speak to it.

Review Source

JW

Jon W.  
IT Infrastructure Analyst  
  
Used the software for: Less than 6 months

### "Very good service and very helpful with the setup"

March 29, 2017

4.0

The Samanage helpdesk is very good and does seem to cover all our requirements. The out of the box system is ready to use in a few minutes. There more than happy to help with the setup and the ongoing use of the software. The API provided is very intuitive and has allowed us to interface in to other system we use. I would be happy to recommend Sam for the ease of use and functionary of the system.

Pros

Easy to Setup and Manage Load of functionality Great API Cost effective

Cons

Doesn't localization very well Automation need to be improve but this is coming

Review Source

BP

Brent P.  
Regional Marketing Manager  
Primary/Secondary Education  
Used the software for: Less than 6 months

### "Great support experience for users"

July 2, 2018

5.0

Pros

I can submit IT help desk tickets from email or by logging into the app in a browser. Samanage updates me via email whenever progress is made, comments are posted, or updates occur on my tickets. Overall, Samanage has lead to quick and thorough resolution of my IT help requests.

Cons

I'd love to have a way to directly chat with the help desk. This feature, if it exists, isn't enabled for me. However, email works well. I'm not aware of any other "cons" for Samanage.

Review Source

AL

Adam Lefler  
  
  
Used the software for:

### "Awesome and easy to use app"

December 24, 2013

5.0

We are using both the Samanage help desk and asset management features, and loving both! The app allows us to better track Projects, inventory and tickets all in one easy to use interface. Our reporting capabilities have improved dramatically, and now each member of the department can dial in their reporting in a way that works best for them. This feature has really impressed our administrative team and makes my status reporting so easy.

Pros

The app has a simple, effective interface that puts little between the data we need and the users that need it. Also, ustomer support is amazing at Samanage and was a huge component when deciding to take on this solution.

Cons

Would like to see even more integration with ZenDesk, otherwise it's really a great solution!

Review Source

NS

Nathan S.  
IT Support Specialist  
  
Used the software for:

### "Samanage, the easier way to support your organization."

April 7, 2016

4.0

The software is easy to use and fairly intuitive. Searching is a breeze and allows the leveraging of existing resolutions and solutions (knowledge base) to enhance your support team's ability to resolve issues quickly. Samanage is significantly easier to use than our previous solution which encourages every incident to be logged in a timely manner. Any functionality issues that I have brought up in the forums have been discussed by Samanage devs and are typically addressed with patches very quickly. The customer service, on the rare occasion that I've needed it, has been fast, friendly and efficient. The only negatives that I can think of involve the Support Portal being bound to a specific template. While there aren't many options for appearance changes, what they have provided is more than enough to be completely functional.

Review Source

HD

Hermien D.  
Process & Systems Improvemnts Program Manager  
  
Used the software for:

### "Samanage makes issue tracking easier"

April 4, 2016

5.0

After an RFP and select demos, VG choose to use Samanage as our issue tracking system. Prior to Samanage we had no way to track an issue to completion as issues were sent via email, phone calls or hallways. Since we setup Samanage we are able to track everything to completion!! We continue to expand the groups that can work issues as they see the success that other groups are having. I must say that the customer support both in the initial setup and any problems submitted has been superior to any other SW company I have ever worked with, and after 30 years in the computing business I have worked with a lot. We are still building out our Service Catalog which is proving to be helpful in not missing a step in many of our processes. I would highly recommend Samanage to anyone that is looking for an issue tracking system.

Review Source

CS

Chris S.  
IT Administrator  
Computer Software  
Used the software for:

### "Very User Friendly and Intuitive Asset Management Software"

December 14, 2017

5.0

Pros

Very user friendly, very intuitive, lots of useful features, useful organization features for assets, excellent customer service

Cons

The custom fields are a bit limited, the reports are a bit limited, it doesn't work as well with our invoices and PO's as we'd hoped.

Review Source

PR

Peter R.  
Manager of Technical Operations  
  
Used the software for:

### "Excellent all-inclusive product"

December 19, 2014

4.0

Rolled out very quickly with fast and concise tech support. We are still building it out, but the overall pilot has gone very well with several happy end-users waiting for the release.

Pros

Solid technical support, everything you need in one program, cloud-based with web access, ability to customize, and most importantly, an open API.

Cons

The groups and permissions settings can be a little hard to get through, but all in all it's not horrible. I would make far more transparent permissions and roles.

Review Source

KE

Kaye E.  
Supervisor, User Services & Networking  
Higher Education  
Used the software for: Less than 6 months

### "More than we expected; Easier than we imagined"

March 29, 2017

5.0

We are in the last days of our trial period for Samanage and the decision has already been made ...we NEED this application. All the inventory tasks work as expected; Installing the agent, exporting reports and editing data are easy and logical. Highly recommended.

Pros

Pushing the agents to the desktops was easy and logical. The QR codes are a bonus.

Cons

Nothing yet. We are migrating from a set of manual tasks and Samanage provides immediate access to data that would take a crew of technicians days to obtain.

Review Source

EN

Ezra N.  
It Support  
  
Used the software for: Less than 6 months

### "Samanage works great. We use it for our ticketing system. "

June 27, 2017

5.0

Pros

The copy/paste feature. It allows you to paste an image into a ticker without having to save and attach. Saves a lot of time.

Cons

It reopens a ticket if a user replies to an email with thank you. Nothing can really be done but it gets frustrating on occasion.

Review Source

DB

David B.  
IT Director  
Construction  
Used the software for: 1-2 years

### "Can say enough good things..."

October 23, 2018

5.0

Pros

This has been the best decision I ever made in IT. Tickets are easy, seamless, concise, and well organized. Customer service is great, too.

Cons

Would like to see an "a la carte" option for features without having to upgrade to the next level.

Review Source

CR

Crissy R.  
Manager of IT  
Education Management  
Used the software for: Less than 6 months

### "K12 Education"

March 20, 2017

5.0

We have been working with Samanage a little over 5 months now and the implementation and experience has been excellent. Great Support structure and timely response against our questions. Product is very user friendly and was easily figured out to configure without the need of constant hand holding.

Pros

Ease of setup and user adaptation

Cons

Would like to have more automation features extended into Changes and Problems. Would also like more adaptability to the Knowledge Base when including attachments or html links

Review Source

SB

Sharon B.  
Program Director  
Government Relations  
Used the software for: 2+ years

### "Sammanage Review"

October 4, 2016

4.0

I think think this is an easy to use app., that anyone would be able to utilize. It would be an easy app for any organization to implement and use.

Pros

Ease of use.

Cons

Cost

Review Source

MM

Mark M.  
IT Manager  
Computer Software  
Used the software for: 1-2 years

### "Great Service and Awesome Product!"

June 18, 2015

5.0

Pros

The support from the engineers is great! The service is updated frequently with new features. Samanage listens to the users and creates new features accordingly. Great Asset Tagging features for desktops, servers, laptops and mobiles.

Cons

Nothing, its all great! I have no issues with Samamage and no niggles from using it!

Review Source

CS

Craig S.  
IT Developer  
  
Used the software for:

### "Outstanding Tool for Incident Management "

October 31, 2014

5.0

Pros: Clean Interface and Intuitive Design Full featured to cover small and large companies Strong performance and up-time Crowd Sourced Ideas and Suggestions through a user community Superior Customer Service Clear road map for improvements Language support for different users Cost Effective Single-Sign On Partner (OneLogin) Included Cons: Workflow engine and notification automation could use some improvements Do not have complete control over each module settings, fields etc. This is a great product and it full supports our staff across 42 locations world wide. The design is fantastic and it is extremely easy to use right out of the box. I would highly recommend this product to any IT manager considering a replacement for their incident and asset management solution.

Review Source

NR

Nathan R.  
IT Technician  
  
Used the software for: Less than 6 months

### "It's very easy to use."

January 23, 2018

5.0

Pros

very easy to navigate through the website. Makes it easy for me to see what work orders I have done and what I still need to do.

Cons

The app crashes on me daily. Nothing really bad for me to say about Samanage just that the app keeps crashing.

Review Source

JF

Jordan F.  
Network Administrator  
Mechanical or Industrial Engineering  
Used the software for: 1-2 years

### "An amazing product that is in the top of it's industry."

August 2, 2016

4.5

Pros

Their support is amazing and they are friendly, helpful. The product is innovative and new features come out all the time.

Cons

That some of our community driven requests fall to the way side for more advantageous product updates. It would be nice for more feature requests to make their way into the final product.

Review Source

SD

Shawn D.  
  
Medical Practice  
Used the software for: Less than 6 months

### "Samanage does the job"

November 3, 2016

4.0

Samanage is a good product with a ton of features. We can track and manage our helpdesk tickets with ease. The user interface is quick and easy to learn. I like the ability to use it for many different departments in the organization.

Pros

Good interface, easy to pickup and work with. Customer emails look good. Customer support is knowledgeable.

Cons

No notifications for completed tasks. Service catalog can be difficult to setup correctly. Roles take a bit of time to dial in. Expensive

Review Source

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