# 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 JJ Jeffrey J. Support Supervisor Utilities Used the software for: Less than 6 months ### "New to SolarWinds Service Desk--Perfect fit for us!" September 16, 2020 5.0 I am Super Happy with this software. I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used. Pros Efficiency--There are so many things that can be updated from the main page that lists your incidents. Very easy to learn and to use. Cons Integration with Active Directory. We were able to setup Single Sign-On, but it wasn't as smooth as I would've liked. But it does work, so it's not really a con, just the complexity of it was a little more than the rest of the setup. Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[KACE](https://www.capterra.com/p/208240/KACE/)[SysAid](https://www.capterra.com/p/107225/SysAid/) Reason for choosing SolarWinds Service Desk Overall, the user interface just seemed easier to navigate. The price was also better than the alternatives. All around, I just had a really good feeling about this software from the beginning. I actually chose this over the software that I had recommended initially. Review Source 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 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 JT Jay T. Mgr. Application Development Higher Education Used the software for: 2+ years ### "Tremendous product that drives efficiency, quality, and customer satisfaction" December 6, 2019 5.0 I've had a great experience with SW SD. As a developer the ability to create workflows and use the API has made this tool indispensable. It is also extremely helpful when trying to track down a problem that may have occurred in the past or is similar to something we're currently dealing with. Pros I like the easy-to-use interface, the communication history that allows us to keep track of end user needs and concerns, and the API (personally that's my favorite). Cons I have very few complaints. I wish the list of "filters" wouldn't show the most commonly used at the top or would at least leave those items that are commonly used also further down in the list. I feel like I'm always searching for the items I want in the list because they're not in the same place if I recently used them! Outside of that I wish there was a ticket prioritization feature (or even project management-related features). Reason for choosing SolarWinds Service Desk n/a 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 CD Christian D. IT Service Desk Information Technology and Services Used the software for: 1-2 years ### "The Best so far" October 21, 2020 5.0 I've been using different ticketing systems from my past employments and in my current company. This is the best so far, the interface is very user friendly. Pros Real-time, User Friendly. The social media vibe using the comment section and notification for communication makes it a lot easier to communicate and document the case. Cons Auto Refresh, it will help a lot. we are using 3rd party for the autorefresh. Yes, there's a notification that there's a new ticket but we still have to refresh in order to see 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 JB James B. Network and Security Engineer Oil & Energy Used the software for: 6-12 months ### "Outstanding!" March 21, 2017 5.0 We needed a solution, and we needed one fast. We had test driven many, but something didn't feel right. Two things made us choose Samanage. The software had every feature we were looking for, and the people were excellent. From the beginning, we were treated like VIP's. We were given professional courtesy, we were given kindness and flexibility, we were shown appreciation, and we were given everything we needed to stand up the ticketing system in our environment. The staff, made us all feel like we were part of their family and we can't thank them enough. The demos were terrific, the trial was awesome, the sale itself went smooth, the implementation was perfect (including the SSO option), the support was phenomenal and the Go-Live went off without a hitch. This was just one of the best end to end experiences I have ever had the pleasure of being a part of. The Samanage team are just a bunch of really cool professionals that truly care about their customers. Every call was a pleasure, and they taught us how everything worked. We have had nothing but excellent support, and we are happily enjoying all the features and functionality as we use it daily. I have personally thanked them over the phone, and in email messages, but I still can't thank them enough. We were on a hard deadline to get everything working in a very short time. The Samanage team delivered on time, and within budget. We couldn't be happier. Thank you, Samanage Team! You ROCK!!!!!! :) Pros Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected. Cons It doesn't know how to make me coffee in the morning, but other than that, it's hard not to like something that makes your life easier. 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 HU Henry U. Desktop Systems Specialist Oil & Energy Used the software for: 6-12 months ### "Samanage Helpdesk Best!" March 22, 2017 4.0 The most granular are where Samanage stands out from the crowd is in its Dashboard and the array of reports that it generates. Upon login, the Dashboard is where users are automatically placed. It provide users with immediate inside into what's going on across the organization. Another feature I like in Samanage is its single sign-on functionality. Many of contenders failed to support this capability at all. Once users are signed on, they can be assigned different roles and groups depending upon what they need to do and what access level is required. There's also something Samanage calls "risk detection." This isn't a security tool constantly searching for code holes or digital invaders, however. Rather, it's based on the data Samanage gathers as a helpdesk and asset management tool where it uses that information to keep track of best practices, expiring licenses, and similar information that might compromise your IT organization from a financial or contract perspective. We weren't able to test this feature, so be sure to evaluate yourself thoroughly before banking on it. Samanage doesn't have everything a good help desk solution should have, but it does offer many features that are important to ITIL, including problem, incident, and change management. Samanage has a pleasing aesthetic, is fairly easy to use once you get used to it, and given its feature breadth you'll certainly find the right tool for the job somewhere in the suite. Pros Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions Cons A lot of features but some seem unnecessary. Review Source 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 JJ Jeremy J. Consultant Used the software for: ### "Samanage simplified and expanded the feature set of our current Incident Management System" April 7, 2016 4.0 Samanage helped simplify our incident management, expand our feature set and ultimately helped us increase the capabilities of our customer support and information management on the support side. We were really impressed with the import capabilities and admin capabilities provided right out of the gate. We were also impressed with the flexibility of the licensing and the willingness to help package exactly what we needed for our solution. One feature we have greatly benefited from is the Contract Management which helps us track the different contracts we hold with customers. The Service Requests have also helped guide users into providing information for their requests, making our job easier when trying to facilitate the requests and needing certain information to do so. We were not impressed with the limited capabilities of the Solutions portion of the application and this carries over to the Help Desk Portal which has no current way of organizing Solutions based on the customer or "Site", category, or any such other filters. There is only the option of displaying the solution Internally, which is good because in that view, we can create filters to organize and make sense out of the hundreds of Solutions we have created. But, we really wanted to improve the self help capabilities of the help desk portal we are provided but with the current way Solutions are shown on the portal, we can not use this feature to show customers common solutions to their problems. Overall, Samanage has been a great asset to our support team but we are hoping to see some improvements this year when it comes to permissions for viewing Solutions and also organizing solutions on the Help Desk Portal in a manner similar to how the Service Requests are displayed. I should note that since this is a SaaS solution, we instantly see improvements and features being added and the community.samanage.com site is very active. Lastly, I want to praise Samanage's help desk and engineering team which has been spot on with their support and solution delivery. We have helped to find a number of bugs and problems throughout our use and usually we will see these problems resolved within a week or less which is incredible turn around time for fixing minor issues in a software solution if you look at other companies and traditional on premise software. 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 IT Desktop Support Used the software for: Less than 6 months ### "Easy to deploy, great vendor integration, and ease of use" January 29, 2018 5.0 Pros This software is easy to use for both the administrator and the user. It includes everything we need. We will be able to use it as an asset management tool, offer a solutions database to user's, and provide a change control tool for IT Staff that will be implementing system changes. It provides user feedback when their tickets are accepted and informs them when they are complete. We will be able to track the Help Desk response time and receive customer feedback. This tool is especially helpful when being audited for SOX controls. We are often asked to provide proof of compliance and we can print out the tickets to provide auditors. It is a great overall help desk tool with a couple of extra benefits all rolled into one. The vendor has been excellent provided us with support and answering questions within hours of the time they were asked. We have had weekly meetings prior to deployment and the overall knowledge has been excellent. I would definitely recommend this product to anyone looking for a help desk soluton Review Source Similar Products Featured