# Page 5 | SolarWinds Service Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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 5 - Reviews of SolarWinds Service Desk ## Showing most helpful reviews Showing 101-125 of 577 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Chad B. IT Manager - Service Design Architect Financial Services Used the software for: ### "Looking in the Wrong Places" November 7, 2014 5.0 We spent the better part of 8 months looking for a Service Desk Management solution that would exceed what we currently had, and would grow with us as a company. We needed a product that was decentralized, allowed multiple domains to access it, had an intuitive escalation and workflow system, not only robust - but useful reporting, and a detailed Asset Management utility. We finally found that in Samanage, and we found it here, on GetApp. Samanage provides a very quick to use Incident reporting system that allows multiple Incidents to link to one another, to link to an Asset, or to a User. Incidents can roll directly into Problems, then Changes, etc... - following ITIL. The Asset Management allows Contracts for tracking license use, checks in with Dell or HP for warranty status, tracks risks (no Antivirus, disallowed programs are present, etc...) Pros Intuitive escalation and workflow system Quick query and reporting system Customizable dashboard Detailed Asset Management Easy to Setup, Maintain, and Alter Uses ITIL methodology Cons Cosmetic appearance is not customizable - this does not impact usefulness or performance, just "branding" Review Source DA Danielle A. IT Service Coordinator Non-Profit Organization Management Used the software for: 1-2 years ### "Wonderful Product" December 5, 2019 5.0 The service desk has changed the IT department in a good way. We are not duplicating work (as much), we are held accountable for the things we are doing, and we are able to see if there are reoccurring issues withing the agency to know that it may be a bigger problem than one isolated incident. Pros That it allows for customization, and it keeps everyone on the team in the loop with how issues are handled. It also allows everyone on the team to see if another team member may need help with one of the issues that they are working on. Cons I haven't really found anything to complain about yet... every time there is an issue the customer service people are spot on to help resolve whatever I have found. Review Source EB Eric B. Systems Administrator Computer Software Used the software for: 2+ years ### "Easy to configure & use Help Desk & Asset Management tool for small to medium-sized business" June 27, 2018 5.0 In the three years we've used Samanage we've had just over 7,000 tickets, we've been able to add and remove administrators and task users as needs arise and jobs change. We use it for onboarding, offboarding, inventory & ticketing. Works great. Pros Works great in all browers, workflow setup was easy, inventory client collects a ton of data that we've used to target hardware and software upgrades. Cons The agent for inventory management had some weird numbering issues, but other than that, i have nothing bad to say about the software. Review Source VR Verified Reviewer Service Delivery Manager Used the software for: 1-2 years ### "Samanage is incredibly easy as well as useful!" January 23, 2018 5.0 Pros What I really enjoy about Samanage the most is the efficiency of the software. It is very user friendly as well! Cons The number of fields that sometimes need filled in manually. It would be nice to maybe find a way to make this more automated. Review Source TS Terence S. ITS Manager Education Management Used the software for: 2+ years ### "Well designed and easy to use." April 10, 2018 5.0 Saves time and makes it easier to manage service desk requests. Pros Interface is intuitive and setup is easier than most Service Desk software I've used in the past especially with the help we received from the samanage implementation team. Cons Adjusting and maintaining the views that I want. I'm fairly picky with how I want things arranged and depending on how I navigate through samanage, my views can revert back to defaults. I feel there should be a more consistent behavior with views. Review Source Adrian J. Information Technology and Services Used the software for: ### "Very, very good ITSM/Asett Management/Helpdesk tool " November 6, 2014 5.0 Samanage is a very good ITSM application. We are using it for Helpdesk, IT Asset management and are just exploring the service management section. The asset side particularly is very good and is based on the popular OCSInventory NG utility. The friendly and helpful staff are very responsive when issues or product improvement suggestions are made. The one thing that would make Samanage a better service would be to have a product roadmap published out to tenants - this would include notice of updates/functionality improvements \*before\* they are applied (although they are getting better in this respect). That plus the ability to customize/skin the end user portal and end user emails would make this a 5 star application. Overall a very, very good tool and one that I have and do recommend to other clients (and that comes from someone who has implemented ZenDesk, Citrix GotoAssist Service Desk and AutoTask for previous clients). Pros Very easy to use. Very helpful, friendly and responsive staff. Good community with high participation by staff Cons Samanage operate on an Agile product development so enhancement roadmap not publicized Review Source RM Randy M. Deployment Engineer Information Technology and Services Used the software for: 6-12 months ### "Best and reliable Service Desk for all problem’s related to Solarwinds " January 18, 2024 5.0 So far, i have had a great time using Solarwinds products especially Service Desk.. Pros Super reliable and efficient in all ways Cons Haven’t encountered any problems using the Service Desk provided by Solarwinds..Solarwinds is excellent and amazing with all its products Review Source JI Jason I. Sr. IT Specialist Wholesale Used the software for: 2+ years ### "Great product, easy to use for the tech and the client." December 5, 2019 4.0 Our IT team has used SolarWinds Service Desk for over 5 years. When our Customer Success department started looking for a way to track their requests, we brought them on with us. Now both groups are using the system simultaneously without overlap. Pros The satisfaction surveys are great. The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve. Cons Finding a closed ticket can be difficult. I wish there were better filters in the search functionality. Review Source VR Verified Reviewer IT Coodinator Education Management Used the software for: 1-2 years ### "A solid ticket management web app" December 5, 2019 4.0 We are getting much more accurate reports for identifying trends in end-user troubles. We have improved incident tracking and overall customer satisfaction. Pros I really appreciate the ability to organize columns in my ticket queue according to my preferences. This has greatly improved my ability to review a very active ticket queue and quickly assess what needs immediate attention. Cons I lose a lot of time waiting for ticket category suggestions to populate. When the suggestion pops up, it moves it from its normal place in the list of categories. By the time this happens, I could have selected the correct category and moved on already. Reason for choosing SolarWinds Service Desk N/A Review Source sW stephen W. it desktop specialist Individual & Family Services Used the software for: 2+ years ### "SolarWinds wins" October 22, 2020 5.0 Pros This is easy to use once setup to your liking. There does take some setup and testing Cons There was a ton of setup for our use. There also has been lots of testing. Also some of the updates have broken our work flows. Review Source AD Athena D. Director of Information Technology Education Management Used the software for: 1-2 years ### "SWSD Gives my team room to breath" December 5, 2019 5.0 Very happy and know i made the best decision purchasing this tool for our organization. Pros Great inventory management, change management, SLA support, Contract management, infrastructure monitoring etc. Cons Data entry updates have to be done using a CSV file Reason for choosing SolarWinds Service Desk We did not have to purchase any additional add ons to accomplish the services we need to support. Switched from [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) Needed a more robust product to support our environment Review Source Marc F. Director, Information Technology Telecommunications Used the software for: ### "IT Management in the Cloud" October 30, 2014 4.0 With Samanage we have been able to manage our IT assets, incl. contracts and vendor purchase records without the need for on-premise HW and SW head-aches. Since Samange is a SaaS app, it allowed us to focus our effort on "using" the app instead of "building our own" or lengthy "spin-up" prone with legacy applications. While Samanage provides a rich asset management and service desk environment, out greatest need has been the management of vendor contracts to obtain a one-stop view of our spend, contract documents and the ability to use notifications to avoid "auto-renewal" of telecommunication contracts, etc. Furthermore it enables us to provide a transparent and consistent employee on/off boarding process via the self-service management portal. Pros Samanage is a light-weight app, that enables a company to quickly implement IT Management, thereby reaping immediate benefits and return on investment. Cons As with any SaaS app, there are limits to individual customizations possible, since the app understandably needs to appeal/service users from a variety of industries. Review Source Andrew C. Assistant Vice President - Information Technology Systems Financial Services Used the software for: 6-12 months ### "Powerful, complex system" September 23, 2020 4.0 We utilize this as our master repository for IT Operations. Pros Integrated service desk, issue tracking, inventory (software and hardware) management, and change management. Cons It's pretty complex. I would really like to see better end-user / admin training available to fully capitalize on all the features. Review Source Steven H. Systems Administrator Retail Used the software for: Less than 6 months ### "3 Months into our Samanage install" September 29, 2015 5.0 We moved from Fogbugz, which was used primarily by our developers, to Samanage 3 months ago. We reached many limitations with Fogbugz from a reporting and support perspective and there was no way to track assets with it so we need to move on to a different solution. We are a 450 eCommerce company with a team of 5 support techs. Pros So far so good with Samanage! We have been getting tickets in like crazy and the end users are loving the portal. The asset management portion is working well on it's own. We haven't tweaked with it yet. It was easy to deploy the utility via GPO though. We have been working on work flows and categories lately to help with the service desk and reporting. Samanage Stars is Fun!! Cons Would love the iPhone app! I know they are working diligently to get that out to their customers. The only complaint we have so far is that it appears you need to manually manipulate the asset data after it is pulled with Owner names, locations and company asset tags. It would be helpful to know where each field is pulling info from so that we could map it accordingly. Other than that, Samanage has been a great solution and their support has been spot on. Review Source VR Verified Reviewer IT Specialist Hospital & Health Care Used the software for: 6-12 months ### "Easy to use and modeled on ITIL" June 4, 2019 4.0 Pros I love that it's modeled on ITIL right out of the box. There are already categories for incident management, problem management and change management. SAManage also has a robust search filter so you can find the tickets you're looking for quickly Cons There's a bit more of a learning curve than similar solutions, but the result is a more powerful helpdesk Review Source DH Dean H. IT Service Delivery Manager Wholesale Used the software for: 1-2 years ### "Survey" October 21, 2020 4.0 I am hopeful that the team will be able to develop some reporting through BI or more customization comes available. Pros I have only been in the role for a month. Not sure yet. Cons I would have liked to see more out of the box customization. Portal lacks customization. Reporting lacks customization. I wish the inventory tool was more customizable. Reason for choosing SolarWinds Service Desk It was implemented before me. Review Source MN Michael N. IT Infrastructure Engineer Information Technology and Services Used the software for: 1-2 years ### "Samanage - A seriously good help desk solution" February 28, 2019 5.0 Very good. 5/5 experience, overall the software works exactly as advertised. Pros The features work as advertised. We have used Dell Kace in the past and dumped it because of a lack of features; we switched to InvGate. InvGate was a really poor experience, and though it had a lot of features nothing operated properly and support was slow. Samanage has been the total opposite, when we run into an outage it is very quickly resolved and chat support is very responsive. Cons Improvements could definitely be made on the built-in reporting side of things; especially when it comes to computer inventory. Review Source Dennis S. Quality Management Representative Information Technology and Services Used the software for: 1-2 years ### "Good for Internal IT departments" February 5, 2019 5.0 Pros The ease of collecting customer feedback. In a click of a button, sent as an embeded object in the survey email Cons Email matching, every correspondance opens a new ticket instead Review Source RS Ryan S. Lead IT Support Agent Used the software for: 1-2 years ### "Promising start, but then disappointed" May 2, 2018 3.0 Pros I like the agent based system, reports on the machine from anywhere. Good tracking for the assets. Cons The warranties for Dell became a mess. The support took forever to resolve the problems with it. It's still not entirely resolved. There is no Software inventory feature, you have to setup all your licensing manually with custom fields for the keys. I don't like the reporting (Just outputs your screen into a CSV). No ADFS integration for Single Sign on. We don't use the Ticketing system, I don't even know why thats showing up in our app. Review Source RC Robert C. CIO Higher Education Used the software for: 2+ years ### "SolarWinds in a Medium-Sized Environment" June 30, 2022 4.0 Pros Once the system was setup it provided very detailed information monitoring our network endpoints. The information is very useful. Cons The software has become costly for us and the more things you want to do you need to add modules that aren't cheap for a small school. Review Source VR Verified Reviewer Information Systems Analyst Education Management Used the software for: 6-12 months ### "Samanage review" September 5, 2018 3.0 Pros \- User Portal is easy for users to use. - Able to create sefl-service portal for common issues. - Service catalog - for routined tasks - Powerful reporting capabilities - Excellent customer service Cons \- No option to automatically change a ticket’s status when an agent responds - Complicated groups and permissions Review Source SL Sergey L. Junior Systems Administrator Construction Used the software for: 2+ years ### "Great Service Desk solution" December 4, 2019 5.0 Pros I like how everything ties into one interface. Change requests, incidents, asset management, service requests, problem management, knowledgebase. It makes it very easy to link and reference these items as well. The user interface is clean and easy to use. Cons I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts. Review Source EJ Elizabeth J. Project Manager Non-Profit Organization Management Used the software for: 1-2 years ### "Samanage review" March 20, 2017 4.0 Easy to configure and get set up. Love the agent on our computers so we get real-time insights on our assets. Everyone we've worked with at Samanage has been responsive and helpful. We started with the asset management, and now are about to expand to the service desk which looks like it has some awesome features we plan to utilize right away like workflows and Jira integration. Wish the reporting was more robust so we could automate any report we want, but we're still able to get at what we need through saved lists/searches. Pros Samanage agent to track assets, Jira integration for service desk Cons Reporting. We couldn't set up the reports any way we wanted so currently have to manually go in weekly/monthly to pull the data we want from lists instead. I wish we could customize the reports and set up the schedules to eliminate the manual steps. Review Source Jim K. Worldwide Information Technology Manager Used the software for: 6-12 months ### "Moved from an antiquated help desk to leading edge solution in a few weeks" January 23, 2018 5.0 Love to acknowledge great companies Pros Ease of use for both users and backend folks. Responsive tech support. Active community forums. Excellent customer support. Cons Lots of advanced features that lie underneath that requires a little more effort to grasp, but overall, out of the box, the feature-set rocks. Review Source ZL Zechariah L. QA Lead Computer Software Used the software for: 6-12 months ### "Great inventory management software" January 31, 2019 4.0 We do not use their app for mobile devices, we utilize their "Other section" for our device inventory. Pros We use this software to manage remotely deployed devices, and with the ability to pull our device IDs and ICCIDs in directly from a downloaded CSV from our MDM, it has saved us a ton of hours. The sales staff was incredibly accommodating and worked with us, as we had a very short deadline to get this software up and running. Any time we've had to call in they've treated us very well. I would definitely recommend you give them a look. Cons The product look, is a bit out-dated, doesn't really display well on our high-res monitors, but other than that I haven't found any cons as of right now. 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.