# Page 2 | SolarWinds Service Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 2 - Reviews of SolarWinds Service Desk ## Showing most helpful reviews Showing 26-50 of 577 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use aB aaron B. Administrator Retail Used the software for: 1-2 years ### "SolarWinds Review" December 18, 2024 4.0 Pros accuracy of timeline and real time viewing Cons no actual call support to troubleshoot or actual real person to explain or breakdown a solution to any issues at hand Review Source GF Gabriel F. IT Intern Electrical/Electronic Manufacturing Used the software for: I used a free trial ### "Flexible UI" March 4, 2025 5.0 Overall it was a good experience and user friendly Pros Knowledge Base Article Access can be Customized Cons Domain management requires the enterprise plan Review Source SE Samuel E. Database administrator Warehousing Used the software for: 2+ years ### "Great Product." May 8, 2024 4.0 Pros Ease of use and good value for money as well. Cons Some SolarWinds products may be resource-intensive, requiring significant hardware resources and system resources to run effectively. Review Source Alejandro Enrique M. Helpdesk Operations Supervisor Telecommunications Used the software for: 2+ years ### "The integral IT management tool to keep your company running smoothly." June 21, 2023 5.0 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. Pros Through the central panel we can see each and every one of the computers that make up our local infrastructure in each of the dependencies (this includes desktops, laptops, printers all in 1, etc.), this means that we can validate their performance and detect when patches or security updates are required in any of them or in the operating system they have, It also allows us to monitor by means of risk management any activity not endorsed by the IT group, such as browsing on websites not authorized by the organization or installing applications within the corporate network, which derives in risk for the security of the equipment and the information contained therein, as well as detecting unlicensed software within the infrastructure, which would be risky for the IT team. Cons Normally the interactions with our IT help desk was a tedious process and in some cases delayed in the attention of incidents or requirements of some areas, SolarWinds SD has adapted within its interface a high degree of intuitiveness that is perceived by each of the users who interact with this tool for the creation of incidents and thus define or assign such requirement to the appropriate personnel in order to achieve a response in the shortest possible time, this ensures maintaining the level of service without any impact and the business process without striking alterations; Solarwinds SD so far has no negative reactions in our organization. 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 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 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 MV Misty V. It manager Information Technology and Services Used the software for: 1-2 years ### "Prefect system for the right business structure " January 27, 2024 5.0 This is prefect product for my company and I am very happy with the software and I’m not looking to change any time soon. Pros Being a IT services company with multiple clients and different networks and tenants. Helps cut down my task and admin duties in half. Cons The price is high compared to other options but the integrations it offers is worth it to my business structure. Reason for choosing SolarWinds Service Desk I had used solar winds as a technician for a corporate company and really liked it. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk was not what I was looking for the dashboard and other things just isn’t well organized. 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 FD Felipe D. Analista de Sistemas Automotive Used the software for: 1-2 years ### "Ferramenta de abertura de ticket" January 23, 2023 3.0 Infelizmente, não foram os melhores, pois foi necessário a contratação de uma empresa terceira para configuração do ambiente. Isso gera uma série de problemas e atrasos. Não existe forma mais fácil de executar, pois a empresa meio que obriga a contratar um suporte. Pros O software é simples e prático. Qualquer utilizador consegue utiliza-lo sem problemas, mesmo aqueles que apresentam mais dificuldades em utilizar softwares. Muito intuitivo e se configurado corretamente, o usuário apenas precisa preencher os problemas e todo o restante o Service Desk fara por você. Cons Muitos dos recursos ao se instalar, não são fácil e precisam de explicações, porém não há muito suporte por parte do fabricante, que te empurra uma empresa especializada em suporte a aplicação. Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Reason for choosing SolarWinds Service Desk Precisávamos de uma ferramenta com integração a outro sistema. No momento, apenas a SolarWinds informou ter está integração, por isso, optamos pelo Service Desk. Switched from [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Foi informado sobre uma integração a outra plataforma que seria necessário para o nosso trabalho. 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 VR Verified Reviewer Service Desk Administrator Warehousing Used the software for: 1-2 years ### "Good Out-Of-Box product for small, scalable team" October 10, 2018 3.0 We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution. Pros I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat. Cons There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it. Review Source TM Tim M. Systems Administrator Education Management Used the software for: 2+ years ### "Cost per year better than most" November 17, 2020 3.0 Running this for 5 and a half years now at roughly 30k tickets per year currently. It's been largely stable, but of course a few bumps along the road. The biggest complaint I get is that there's no mobile app, or a limited use one at best. That said, the web UI on mobile is mostly friendly. Pros The pricing tier after the initial purchase is fair. Client UI is actually really great, unless you're a Client Admin on v.12.7.2. Reporting works, so long as you're ok with slightly off numbers. Cons Reporting doesn't report accurately compared to a custom query, which is odd. A two week report has one total, but running the weeks individually returns a different total, which is really weird. Unable to route tickets to a Tech Group based on Request Type, it's stuck to one group. This makes ticket flow a little difficult to work with. 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 Shayla B. Human Resources Specialist Internet Used the software for: 2+ years ### "The tool is fantastic for managing incidents" February 7, 2023 5.0 For IT issue management, change management, and software purchase approvals, we utilize SWSD. Users may see where their requests stand in the IT department's queue, and the department as a whole can stay organized. Pros This incident management software is a tried-and-true classic, with a user interface that's friendly to both IT pros and regular folks. It serves our purposes without overwhelming us with extra features we won't need. Cons More views, like a tiled one, might be helpful for examining incidents or shifts. At this time, just a bulleted list is accessible. More dashboard widgets would be welcome, too. Switched from [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) The service request tracking solution must be adaptable enough to be used in other areas of the company. Our robust application programming interface (API) allows us to extend the functionality of the product in ways that were not originally envisioned. 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 JM Jean-Louis M. VP IT Electrical/Electronic Manufacturing Used the software for: 1-2 years ### "Enterprise Quality at a reasonable implementation cost. " May 1, 2018 5.0 Great ITSM alternative to the big guys, with all the same features, without the price tag. They offer a full feature trial and will help you with a PoC. Great value, positive ROI and superior TOC. Have a look at this one! Pros This tool is a hidden gem. Compared to it's peers in the ITSM space, SAmanage has all the features you would expect from an Enterprise ITSM without the Enterprise price tag. It's cloud based SAAS model saves you from the hassles of onprem setups, and if you are global it just works for all your users. The feature set is rich, I recommend you do a Proof of Concept (POC) with them to gain an appreciation of everything the product gives you. The on-boarding process was very well orchestrated, they guide your team through the whole implementation via a Trello board. Everything is spelled out for you, there is little risk here. Truly an Enterprise Grade Product at a reasonable SMB Total Cost of Ownership (or Subscription-ship). Worth having a look. Cons The product does not hit the radar in terms of "Known" go to ITSMs. So this left us to do more research and vetting with their existing clients. Also, because they are lean on price, they do not spend a lot of time "Wining and Dinning" you, and this gave us the false impression of the organization being small. They are not small as we found out in the implementation phase. They are a true SAAS so they don't have travelling sales people with territory in the traditional sense, again it gave us the wrong impression of their sophistication. Some of the features compared to the expensive ITSM packages are not as robust, but for the prices difference we can accept those as is. They meet our needs as is. I do recommend you do a PoC with them to gain a full appreciation for what they do offer and where some of their simplicity map-out for your needs. 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 Dillon K. Service Delivery Project Manager Environmental Services Used the software for: 6-12 months ### "Huge Upgrade" December 4, 2019 4.0 Overall experience with this product have been great so far. Our employees use this platform more than our last and they have also been able to find their own solutions more. I really love the support from the customer support a lot. The support is always right on top of any issues and I have experience very quick responses when I do need to contact them. A+ on customer support. Pros I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen. Cons We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work on one catalog item. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing SolarWinds Service Desk Cost to features were a big plus. We got everything out of the box with Service Desk that we need currently. Switched from [KACE](https://www.capterra.com/p/208240/KACE/) We needed a friendlier GUI with more User integration. Review Source DH Dan H. IT Manager Renewables & Environment Used the software for: 2+ years ### "On-Premise product thatrequires some hefty configuration" March 23, 2023 2.0 We needed a product that did not cost much and would obey ITIL standards.The tool does the above, but it requires vast knowledge on how to set up, admin and implement changes.The end users seemed to go along with the tool, but when basic changes needed to be made, you always looked for the one person who knew how the original setup was done, as it was the only way of making the changes safely. Pros I like the securityI like the interfaceI think it's a fairly good value as we bought a perpetual license.ROI is fairly good. Cons It is hard to configure, relying on the command line to do many things and not easy to train admin users on administrating this tool. Alternatives considered [Dameware](https://www.capterra.com/p/179422/Dameware-Remote-Support/) Reason for choosing SolarWinds Service Desk It was cost-effective for what we needed and the size of our user base. Review Source AM Asim M. Service Desk Manager Non-Profit Organization Management Used the software for: 1-2 years ### "Excellent ITSM tool" October 19, 2020 5.0 Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises. Pros Ease of use and customisation. Customer services Cons Reporting is limited. Even customisation in reporting is limited Alternatives considered [ScreenConnect](https://www.capterra.com/p/147830/ScreenConnect/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing SolarWinds Service Desk Price, Ease of use and customisation, Customer services Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Price and lack of ITIL support 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 Patrick B. IT Supervisor Biotechnology Used the software for: 2+ years ### "Samanage is an easy to use solution that makes my life so much easier" August 30, 2018 5.0 We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is perfect and easy to use which enables users to understand the problem and submit tickets! Pros The ease of use. The system allows the natural flow of tickets into problems, problems into changes and the audit trail is perfect for our validation/qa friends. We love that the API is easy to intergrate and have pulled in our sharepoint system with the API to automate tasks like account creation/separation. Cons The system could uses a few tweaks but I think this is just growing pains. The Samanage team has been straightforward with what they are implementing and changes are being released consistently. Over the past two years of having the system, I can say the updates are wonderful and truly address issues. Not purely cosmetic. Review Source Sebastian P. Director of IT Used the software for: ### "Nice UI, Awesome Customer Service, Fast evolution" November 25, 2014 4.0 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. Some Improvement Opportunities So far, some improvements opportunities that I see can be around the SLAs which could be more flexible (structured as Target->Action, there could be more for each of them), but is not really a problem. The reports could be more flexible by allowing the user to build his own reports, and scheduling the reports to be sent to specific users The asset agent deployment for linux is a bit tricky and could be improved a lot. Mac and Windows are very straightforward and easy to install. There are and will be a number of things not covered by the product, but what they showed me so far by evolving partially from what the users propose and how fast they evolve, gives me the confidence I need to rest assure that everything that I need will eventually be there. Pros An awesome customer service and support. Great asset management. Good set of reports and dashboard capability. SLA are great at the level we use it, you can specify different targets and actions. Ability to configure different times zones and business hours of all your company sites, we have 4 offices with different times zones and so far that's working great! Allowed us to configure a service catalog, to capture and structure common requests from our users, like the request of Virtual Machines, where they always missed some data we needed. I'm sure I'm forgetting something but so far, our experience has been great, I would totally recommend this product! 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 Similar Products Featured