# Page 4 | SolarWinds Service Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of SolarWinds Service Desk ## Showing most helpful reviews Showing 76-100 of 577 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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imported without the use of the API, which is a tiny bit annoying, and some of their python and Ruby API sample code is out of date or no longer maintained.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 AS Assi S. Application Developer Information Technology and Services Used the software for: 1-2 years ### "Handling IT Issues Easily " February 22, 2024 5.0 Pros From asset tracking to IT management, this tool has all we need The deployment process is quite straightforward and the customer support is amazing. Cons Quite helpful and no worthy complaints to list. Review Source VR Verified Reviewer System Analyst Financial Services Used the software for: 6-12 months ### "Great Value" September 4, 2018 4.0 We have been using Samanage for almost a full year now, and don't have too many complaints. It has a lot of functionality and is solving for our ticket system, inventory, and change management needs. Pros I love the ease-of-use. Samanage is extremely easy to set up and maintain. It's truly a simple product with beefy capabilities. Cons The Azure integration could be better. There are no way to properly federate departments with the current state. Notifications can get a little out of hand, and there isn't a lot of customization you can do with them. I also wish Due Dates would send notifications, but they do not, even though that seems like something pretty standard. Review Source SS Saranjit S. IT Manager Marketing and Advertising Used the software for: 2+ years ### "Solarwinds Great Ticketing system" November 8, 2019 4.0 Pros Ease of use Able to create custom Workflows Ability to build custom reports Cons Procurement module can use some improvement but does what it's intended to do. Reason for choosing SolarWinds Service Desk Cost suited our business need. Support structure is much better than competitors. Ability to create custom catalog items with ease. Review Source EE Eromonsele E. Security Engineer Financial Services Used the software for: 2+ years ### "Great Service desk tool" March 30, 2022 4.0 Well, it was a good value for money. Pros It is easy to use and implement, manage and upgrade. Cons Well, customer service was not easy to reach Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing SolarWinds Service Desk Cost Review Source VR Verified Reviewer Applications Support & Project Analysis Political Organization Used the software for: 1-2 years ### "Very easy to use, helps ticket management" July 30, 2018 5.0 Pros It is simple but customizable to any detailed-degree you want. It gives you everything you expect out of an incident management tool, and they are constantly improving capabilities. Cons There is a LOT you can do with the tool, but we found that it was best to wait for some customization until we'd gotten a fair amount of usage. We over-engineered automations at the beginning that we had to dial back because it was overkill. Review Source VR Verified Reviewer National Account Manager Used the software for: 1-2 years ### "An excellent IT Service Desk App that offers a lot to praise with features, mobility, and security. " March 8, 2018 5.0 Pros The application integrates extremely well right from the beginning. The security is fantastic, ensuring we never have any concerns & the pricing plans are extremely reasonable, making this our number one choice. Cons When comparing Samanage to other Service Desk apps, you begin to notice there a few missing features. However, because Samanage does everything else so well, the inconvenience becomes incredibly minor. Review Source Gene P. Financial Advisor Financial Services Used the software for: 2+ years ### "Very helpful tool" February 2, 2019 5.0 Very pleasant experience! Samanage has been delivering everything as promised. Great value for the money! Pros The program expedites the process, makes it smooth and efficient. Really great value for the money Cons Truly pleased with all the aspects , can not think of any negative experience Review Source VR Verified Reviewer Analista de TI Information Services Used the software for: 1-2 years ### "Software completo - Recomendado a todo Service Desk" May 19, 2021 4.0 A experiência foi muito boa no geral. Software cumpre o que promete, funciona muito bem, personalizável e com suporte excelente. Pros Cheio de funcionalidades, tanto para o técnico quanto para o gerenciamento do uso da ferramenta. Relatórios muito completos para tirar o máximo de proveito. Cons Apesar de ser prático, requer um mínimo de treinamento para o pleno uso. Reason for choosing SolarWinds Service Desk Preço mais compatível com realidade, representação e suporte nacional. Review Source BK Bishoy K. Infrastructure Engineer Information Technology and Services Used the software for: I used a free trial ### "A Review of SolarWinds Service Desk - The Efficient IT Service Management Solution" February 3, 2023 5.0 SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform designed to help organizations streamline and automate their IT support operations. The platform offers a range of features, including incident management, problem management, change management, and knowledge management, making it a popular choice for IT teams and support organizations. Pros Efficiency: The platform is designed to streamline IT support operations, reducing the time and effort required to manage incidents and resolve problems.Robust reporting and analytics: The platform offers robust reporting and analytics capabilities, allowing IT teams to gain insight into their performance and make data-driven decisions.Integration capabilities: SolarWinds Service Desk integrates well with other popular tools and applications, such as Microsoft Office and Google Workspace, further enhancing its efficiency and collaboration capabilities.Scalability: The platform is highly scalable, making it suitable for organizations of all sizes.Affordable pricing: The pricing model is flexible and affordable, allowing organizations to choose the right solution to meet their specific needs. Cons Steep learning curve: Some users may find the platform's advanced features and capabilities to have a steep learning curve, especially for those new to ITSM.Technical difficulties: Some users may experience technical difficulties when using SolarWinds Service Desk, especially when using its more advanced features.Limited customization options: Some users may find the customization options limited, and may need to use additional tools to meet their specific needs. Review Source VR Verified Reviewer IT Systems Admin Education Management Used the software for: 1-2 years ### "I can manage, but just..." October 29, 2019 4.0 I just get by with SolarWinds Service Desk. Someone else picked it for the lowe price, and I really wish they'd paid more for a nicer product. Pros The customizable filters and bulk actions are \*super\* handy when you have a set of actions or responses you do very frequently. Cons This software looks like it hasn't had a UI update in a decade. Probably my biggest petpeeve is that you can't include pictures inline with body text. Review Source JD Josh D. Trainer Food Production Used the software for: 1-2 years ### "SolarWinds Service Desk is worth it!" January 31, 2023 5.0 Everyday use is a breeze and never a chore. Pros When looking for a solution to tie all of our tech together inside of our company, we went with SolarWinds Service Desk and from the get go, it seamlessly blended all of our existing processes together and made everything so much better. Cons Although there is no such thing as perfect tech, SolarWinds gets pretty close. Review Source VR Verified Reviewer Operation executive Information Technology and Services Used the software for: 1-2 years ### "Solarwinds - Good tool for Monitoring" February 22, 2023 5.0 Pros We have a bunch of server in Solarwinds which is monitored in it. The tools very easy to use, no need a special talent. The way we put the server in Maintenance mode is very easy and removing it from it is also very easy. Cons Mostly, I don't see any flaws in this tool. Review Source VR Verified Reviewer Network Engineer Used the software for: 1-2 years ### "The product is stable and reliable" January 23, 2018 4.0 Integration of modules and Cloud based system Pros The integration of the modules I use each day. Each module has a relation which can be switched by a specific link in each page Cons A more refined searching capability. When looking at an Incident, I would like to be able to search for the Incident number, not everything that matches. Possibly the ability to search specific items or all of them Review Source VR Verified Reviewer System Administrator Computer Software Used the software for: 2+ years ### "Great tool " April 30, 2018 5.0 Pros Asset Management is included , Easy to deploy, Users like it , Easy to navigate and setup the whole system Cons Nothing much just little bit pricey but worth it, I would love to see Slack work more in creating the ticket Review Source HP Hung P. IT Officer Education Management Used the software for: 2+ years ### "Easy to work with, easy to integration but need more thing for workflow" August 10, 2018 4.0 We using Samanage for service desk and inventory, from 2015, we were like the first customer, we give a lot of ideas for them to improve the product. We now using Samanage for IT, Operation and HR department, for the next time we may offer to another department like Business Office. We have the plan to do some application using Samanage API for improve reporting. Pros API very good, can do anything with API. We also create some own application to work with the ticket, other assets by API. Cons Workflow part need improve more, like we need input step, Samanage should compare with other software for workflow like Kissflow, also, user interface not very friendly for the user. Review Source VR Verified Reviewer Systems Engineer E-Learning Used the software for: 1-2 years ### "A fantastic ITSM solution!" June 17, 2015 5.0 We have been using Samanage for over a year now, and we are very impressed with this software. We set this up as a new ticketing system for our internal users, and it has exceeded our expectations. Pros The customer support is fantastic; the people at Samanage are very helpful and respond promptly, which is great. The app is very customisable, and there really is a lot more that it can do than meets the eye. I particularly like the way that Samanage tracks our IT assets using a companion application which goes on each computer. This has proved very useful when trying to match kits to tickets. Cons The only way that I think Samanage can be improved is if there was an option to automatically change a ticket's status when somebody responds. Apart from that, this app is perfect! Review Source rÇ recep Ç. IT Specialist Information Technology and Services Used the software for: 2+ years ### "SolarWinds" June 13, 2022 4.0 Pros I can adjust the workflow required for the application to work comfortably and easily. It is easy to use and I can find the information I want easily. Cons very short uptime within the software and a chat response from a user at Solarwinds takes time to reply Review Source OK Omer K. SAP Administrator Building Materials Used the software for: 2+ years ### "Great Help Desk Solution" March 23, 2017 5.0 As a member of IT in a hearth company, it is very important that I serve my internal customers in a timely manner and resolve any issues that they are having and Samanage has helped me do that due to their helpdesk solution. It offers great customization in what information I see on the helpdesk page and and thus I am able to prioritize tasks according to severity. I also like the report statistics and able to view my performance over a period of time. This helps improve on service quality. Samanage support is very helpful and give an extremely fast response and are always very courteous Pros Customizable and clutter free helpdesk Customizable Reports Outstanding Support Supportive Community Cons I dont have any particular weakness in order. As I have used it throughout the years I have become appreciative of how the interface is designed. Its clutter free and lets me do my work Review Source VR Verified Reviewer Senior QA Telecommunications Used the software for: 6-12 months ### "Useful platform for ticket management" May 14, 2019 4.0 It is a useful service desk product that fits into our mid-sized factory very well. We can open ticket for almost anything that we issued and our responsible team can see it as soon as possible and they can respond it quickly from the dashboard. At the end of the month we can easily overview about which area or issues are more problematic so related manager can easily get action to them. Pros We are using Service Desk for our incident management tool and it has a wide user community and when we want to adopt new feature we can see the other people who is already implemented it, so we have clues about how it will be after completion. tracking reports are so easy, and we can effectively get cumulative reports at the end of month and in very visual way Cons we have had some issues to add extra attachments into the tickets, but our operation team fixed it with some configuration settings, so we don't get anymore. Review Source Emmanuel G. Gerente de Tecnología Logistics and Supply Chain Used the software for: 2+ years ### "Samanage is the Best ITSM that i have ever used. " December 21, 2018 5.0 We use samanage for service desk to 500 users on our company Pros KPIs Total control of all incidents Requests automation Cons none at the moment there is not dislikes regarding this product Review Source BM Brian M. IT System Administrator Hospital & Health Care Used the software for: 2+ years ### "Great to small to midsize companies" December 5, 2019 4.0 It's been good. There are times where I ask about something or inquire about a function and the response isn't the greatest Pros Being able to make it our own and implement company language(Categories, Incidents, Group Naming, Tasks) Cons Customer Support generally wants you to exhaust all means necessary in your own troubleshooting before they actually are of any help. Reason for choosing SolarWinds Service Desk The cost was unmatched. And we didn't need a lot of bells and whistles like the other products have. Review Source BT Brian T. Systems Administrator Market Research Used the software for: Less than 6 months ### "A Great Replacement for Our In House Service Desk!" April 5, 2018 4.0 We've replaced our outdated, cumbersome in-house service desk with Samanage. We're already seeing higher productivity because of the SLAs we were able to set. The automations available within the system help streamline ticket submission and remove a lot of the back and forth when information is missing. Pros We've had great support from day one. The support team answered all of my questions about features when we trialed the system, and they've continued the great support after we officially signed up. There are also improvements made to the platform all the time. The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time. Cons Some basic features are missing. For instance, I can't set the system up to alert the entire team when a trouble ticket is closed. This was an important feature on our old service desk, as it let the team know when someone else sorted out an issue. This also helped share solutions among the team. Now, when a ticket is closed, it simply disappears from queue without team learning. The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization. Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason. Review Source VR Verified Reviewer Director Kandy CPaaS/UC Solutions Marketing Telecommunications Used the software for: 6-12 months ### "Easy way to centralize IT and facilities tickets or service requests" January 18, 2018 4.0 Gets the job done and allows us to manage the daily trouble of our employees Pros Entirely web based and consumed as a service from the cloud. Can be used outside the company firewall natively and it is updated regularly. It can also be integrated with the company single-sing-on (SSO) infrastructure to make it more accessible to the users. The forms are simple but intuitive and provides a lot of flexibility in terms of the information and fields that need to be collected from the user. It also takes care of the tracking of the tickets from inception until resolution and can do automatic notifications via email. Cons The user interface is quite dull, it is functional and gets the job done but could benefit from a little more contemporary design. Also the dashboard view is a table that is not intuitive to use. Review Source Graham R. IT Specialist Used the software for: ### "Simple and Elegant" April 13, 2016 5.0 We have been using SAManage for almost 3 years now. The product has grown a little and the improvements are fairly useful. We find that not all of the features fit our needs, and at times the software is more comprehensive than what we can ask for. The real plus to SAManage is the utilization of newer web technologies, the SaaS nature, and the ease of use. The product is easy to use in both the back-end as an administrator, and in the front-end portal as and end-user. Support is friendly and helpful and the built in intercom chat is a handy feature. I have found one or two bugs over the last three years and they have all been resolved by submitting a ticket and reporting the bug to the team or via the community. A few feature requests we made have also been added, and it seems the new features are largely community-driven. The community is excellent. I don't participate as much as I'd hope, but the forums are active with SAManage discussion, feature requests, and more. SAManage has experienced one or two service disruptions since we started, but they were only for an hour or two at very most, and often times they're not even noticeable. My biggest gripe with SAManage is the lack of native Single Sign-On support. However, SAManage integrates excellently with OneLogin, which has also improved over time and works really well once configured. I recommend SAManage to any team that needs a simple, forward-thinking product to leverage basic asset management and ticketing. Review Source Similar Products Featured