# Page 3 | SolarWinds Service Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of SolarWinds Service Desk ## Showing most helpful reviews Showing 51-75 of 577 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Olusegun O. IT Engineer Internet Used the software for: 2+ years ### "Solarwinds Service Desk" June 27, 2021 5.0 Pros Solarwinds Service Desk is an easy to use application platform to track service request. Its interface and dashboard are quite impressive. The SLA feature is very cool. Cons Team collaboration on the platform should be improved. The license is quite expensive Review Source IA Irfan A. Staff Manager Automotive Used the software for: 2+ years ### "Amazing Tool Kit for Management & Monitoring of Service Desk." April 28, 2021 5.0 Overall experience is very good before implementation of this solution we are using internally software for manage service desk and we had lot of issues. Pros Asset Management (Automate) Cloud base management Live chat Cons User interface not so good ( must improve this section ) Searching is not good improve it. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing SolarWinds Service Desk we study and check all organization requirement, this solution cost effective and with positive user reviews. we use in trail and implement. Review Source AT Adrian T. IT Administrator Information Technology and Services Used the software for: 2+ years ### "Easy to use service desk, with many great features" October 29, 2020 5.0 Pros I like the amount of information that the agent gathers and reports back to the service desk. Having an abundance of information at my hands makes my job infinitely easier. Cons Sometimes the agent will report software that no longer exists on the device. This can cause some inaccuracies. Review Source RV Rosa V. Gestionnaire Government Administration Used the software for: 6-12 months ### "Logiciel innovateur" February 13, 2023 5.0 J utilise ce logiciel tous les jours et il a changé ma vie car il est très facile à utiliser et à comprendre. Cela facilite beaucoup de mes tâches quotidiennes et il est très puissant et performant. Je recommande fortement. Pros Ce logiciel est très précis facile d'utilisation et ses nombreuses fonctionnalités nous sont très utiles. Cons Il y a beaucoup de fonctionnalités ce qui peut être un peu déroutant au début mais une fois qu'on a compris le système c'est très facile à comprendre et à manipuler. Review Source JK Jodie K. Director of Technical Services Higher Education Used the software for: 2+ years ### "SolarWinds Service Desk" October 15, 2020 5.0 Pros SolarWinds Service Desk is an intuitive, robust and dependable service management platform. It is cloud based (big plus) and continually has new feature/functionality roll outs. Cons The mobile app could use some work, it is a little cumbersome from a technician's stand point. Alternatives considered [FootPrints](https://www.capterra.com/p/212606/FootPrints/) Reason for choosing SolarWinds Service Desk SolarWinds offered much more functionality and features as is more in line with what we were looking for. 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 AL Angie L. Ing Software Information Technology and Services Used the software for: 2+ years ### "Me gusto su intefraz" July 20, 2023 4.0 Pros Cuenta con una interfaz muy bella a simple vista, es un aplicativo muy completo y facil de utilizar. Cons No vi ninfun problema tener en cuenta que esta diseñado estrictamente para el departamento de IT Review Source Matthew M. Director of Information Technology Marketing and Advertising Used the software for: 2+ years ### "Samange - Cloud based Support Desk " February 15, 2019 5.0 Great software, have used this at two different firms now. Simple and easy with great reliability and reporting. Pros Samange is very quick to setup, customization's are easy and don't require programmers. The software has many editable fields that allow for quick reporting, SLA tracking, and user satisfaction. Cons The only limitation to Samange that I have seen is if you are working to resolve an item it is a one to one relationship. I would like to see the outbound emails tagged so that if a 3rd party is engaged and reply's via email it is auto captured in the system. Many to one responses are lacking. Review Source JP Jacquelyn P. interior design specialist Building Materials Used the software for: 6-12 months ### "It's like I have a personal IT Team standing by..." April 18, 2023 5.0 It has been very encouraging. Working with such a great team definitely takes the stress out of worry about what ifs. Pros The communication and the care everyone takes in their work. They communicate with me and work together to ensure that all of my issues are resolved and that there is nothing else that they can do to help. Cons Nothing so far. I have had nothing but positive experiences with everyone I have worked with at Solar Winds. Review Source OG Osvaldo G. Ing. Electrico Information Technology and Services Used the software for: 2+ years ### "Economico" July 20, 2023 4.0 Pros Es una herramienta muy economica para todas las prestaciones que ofrece. Cons Teniendo en cuenta que sus informes no son tan exactos podria mejorar. 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 Greg C. Systems Administrator Education Management Used the software for: 2+ years ### "This makes project management a snap" March 27, 2018 5.0 Pros The software is robust and full features, everything from helpdesk to asset management. Also the integrations are great, having it easily connected to our zendesk instance allowing the ability to connect issues from zendesk to assets in samanage. This also makes tracking asset warranty simple. Cons When we purchased samanage it seemed to be focused on the asset management. Now they've geared to push more towards the helpdesk software built into to it. Not being able to disable to and remove the options. Review Source SJ Scott J. Senior Systems Administrator Information Technology and Services Used the software for: 2+ years ### "Great little ITSM" November 7, 2018 4.0 They have been a great partner to work with bending over backwards to accommodate us in our mergers and acquisitions as we consolidated tenants and imported and exported data. They listened to our feedback and incorporated some of our ideas into their final product as well. They are a company that will work with you to get the job done the way you need it done. Pros This is a great ITSM. We have been with them for many years and have watched them grow. They have a lot of the features of the big name systems but without the high cost. If you are looking for an ITSM that will get the job done here it is. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interating with your tickets. Overall a good choice for an ITSM Cons The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity? Review Source Brett H. System Engineer Retail Used the software for: Less than 6 months ### "Great Cloud Service with Many Features, Expensive for the Full Version" October 1, 2019 4.0 Incident, problem, and change management are all extremely easy to set up and begin using due to the cloud-hosted nature of the product. As it is fully web-based, low-level training is not required for techs or users. Pros Easy to deploy as it is a cloud-based system. Initial setup requires low effort and detail. Branding is easy to apply, functionality is easy to test out of the gate. Cons Information on asset discovery, connections, and scanners feels lacking. Connecting to SCCM via the database has very little information, and after a month of attempts, it is not functional. Support has been a bit slow on response when inquiring regarding this issue, even after purchase. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing SolarWinds Service Desk Functionality, especially with knowledge base management and self-service portal, is much better. The integrations with other systems promised also allows for much more expansion possibilities in the future. Review Source VR Verified Reviewer SharePoint Administrator/Developer Higher Education Used the software for: 1-2 years ### "Practically Perfect in Every Way" October 15, 2020 5.0 Pros It has a clean, easy to use, and intuitive interface. We have only scratched the surface of what it can do. Cons I haven't really found anything I dislike. Our previous solution was that bad. Switched from [Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/) Cherwell was not meeting our needs as a product. It was bloated and outdated. It was hard to use. This is a much better product. Review Source Brad M. Business Systems Analyst II Publishing Used the software for: 2+ years ### "Better than other products but needs some TLC" March 9, 2018 5.0 Pros The biggest advantage my team has with Samanage is that you can create solutions for common issues, that you can easily attach to a ticket and not have to re-type the solution over and over again. Other then that ticketing system is fine, does what we need it to but reporting could use some enhancements. Cons Would like a more in depth reporting mechanism, could be that my company doesn't use the tool to the best of it's ability but there needs more vision on software/hardware we have. Review Source JAM Juan Andres M. Administracion de Empresas Information Technology and Services Used the software for: 2+ years ### "Esplendido" July 20, 2023 5.0 Pros Este programa es muy completo se ajusto a mis requerimientos. Cons Tiene una que otra falla pero es facil de solucionar no me quejo en realidad. 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 TT Todd T. Used the software for: ### "Strong service desk software with a lot of potential" April 7, 2016 4.0 Benefits: 1. Its easy to use and looks nice. Staff have required very little training, despite not having a centralized system. 2. Its pretty flexible. It's able to do about 90% of what we want it to do. 3. Support is active and engaged. Their community website has a lot of activity, both from others using the product as well as comments from Samanage's support. 4. Its actively developed. Recently Samanage unveiled their Labs feature, which allows areas to enable or disable new features to test out their functionality prior to implementation. 5. Reliability. Being a cloud service, you need it to be available and accessible. We've only had one minor outage during our time with Samange, and that was resolved quickly. They also provide great visibility into their uptime through a website, http://status.samanage.com Problems: 1. Filtering. Filters for incidents need additional work to become more robust. Currently, each new filter type acts as an AND filter, while multiple of the same type of filter act as OR filters. In some cases, you can't achieve the type of filter required at all. 2. Reporting. While the built-in reporting looks nice and has some decent out-of-the-box reports, it's not at the level of sophistication most organizations really need to get their full value out of this product and the data it has. For instance, there is no query builder or ad-hoc reporting, so you're limited to what you see. 3. Groups and Roles. Groups are treated like individuals, so if you report on a group's incidents and one of the members in that group has an incident, you won't see it, which is challenging. Roles are pretty robust, but a person can only belong to one role. If you have exceptions for individuals, you basically need to create a special role for each one of those cases which won't scale for large organizations. 4. SLA's and automation. The current SLA implementation is restrictive and cumbersome. And that's pretty much the only way to provide any sort of automation to routing, closing, etc. for incidents. 5. Slow feature development. Samanage has done an excellent job of rolling out various features throughout the year. However, there are some long-standing feature requests that have been in development for years and executing on them has been slow. While the above issues are a concern, I have faith they'll be addressed and result in a stronger product in the long run. 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 VR Verified Reviewer Business Analyst Mental Health Care Used the software for: 1-2 years ### "Basic Software" November 21, 2019 5.0 SolarWinds allowed us to be more collaborative in our incident management solutions and do analysis on what issues we experienced most and allowed us to come up with solutions to prevent some things from becoming major issues. Pros The ease of use was the best part. It was easy to set up users, make bucket queues for sections and move tickets to other sections as needed. Some systems I've worked with you couldn't move tickets to other queues is they were misrouted. Cons Our module was super basic and support for it was nonexistent. It was one of the biggest reasons for us switching to JIRA for service desk/incident management. Review Source 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 Business Analyst Information Technology and Services Used the software for: 1-2 years ### "easy to use for incident tracking" December 8, 2018 4.0 we wanted a more user friendly and simpler approach for our internal users and IT staff and this was a great tool. Super easy to use in comparison to other similar software I have used Pros I used this at work mainly as a service desk tool for our internal users. I found this super easy to use, and manage my open incident tickets. I like the interface its fairly intuitive. I particularly like the customizable dashboard view and the colour coding of statuses so its easy to see which tickets are open or need urgent attention. Cons the costs of adding extra administrators so we were limited. 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 MC Matthaniel C. IT Specialist Restaurants Used the software for: 2+ years ### "Great Product for Helpdesk, Task Management and Software Inventory" October 21, 2019 5.0 Pros This solution is great for tracking incidents, solutions, problems, etc for company IT departments. It provides an easy to use interface that allows for easy creation of FAQs and a Solutions Database. Cons There are some things bulk items that cannot be imported without the use of the API, which is a tiny bit annoying, and some of their python and Ruby API sample code is out of date or no longer maintained. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing SolarWinds Service Desk It seemed to have a more in-depth product that gave us the detail that we needed and the integration that made our lives a little easier. Review Source Similar Products Featured ## Related categories [ITSM](https://www.capterra.com/itsm-software/)[Help Desk](https://www.capterra.com/help-desk-software/)[IT Service](https://www.capterra.com/it-service-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.