# Page 6 | SolarWinds Service Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 6 - 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

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SolarWinds Service Desk

4.6 (577)

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Last updated April 2nd, 2026

# Page 6 - Reviews of SolarWinds Service Desk

## Showing most helpful reviews

Showing 126-150 of 577 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

SA

Samuel A.  
Software  
Telecommunications  
Used the software for: 1-2 years

### " SolarWinds: A Service Desk Great Experience"

June 1, 2023

5.0

Pros

A seamless reservoir of information with intuitive workflow and setup capabilities that greatly simplifies service desk management.

Cons

Lapses in chat response time and limited features for software management and SLA warning functions can pose challenges.

Review Source

VR

Verified Reviewer  
IT Support Specialist  
Real Estate  
Used the software for: 6-12 months

### "Great ticket software"

February 2, 2018

5.0

Pros

Easy to update tickets, easy for the user to just reply to the ticket. Quick loading and nice tracking system.

Cons

Updating tickets is a hassle sometimes, to assign users you have to click edit if you are in the ticket instead of just selecting a drop down from the service view.

Review Source

VR

Verified Reviewer  
Manager Telco Operations and Information Technology  
Computer Software  
Used the software for: Less than 6 months

### "Fantastic Product"

November 28, 2018

5.0

Samanage is helping us to truely provide the level of service that we want to offer, as well as streamlining our tracking of assets. I cannot say enough good things about Samanage.

Pros

Samanage is by far the smoothest ITSM and Asset Management tool that I've ever used. The UI is intuitive and powerful without being cluttered, such as I find some other solutions. The integration between service and asset management is seamless and easy. The pricing is very reasonable for the benefit that we receive.

Cons

The setup is perhaps the hardest part. Getting the workflows and automations set up is a bit cumbersome, but I would expect this with any solution.

Review Source

EA

Erdem A.  
Game Programmer  
Computer Games  
Used the software for: 6-12 months

### "My overall experience was great."

November 4, 2022

4.0

Pros

I was looking for a computer management software to help me manage my network and services and came across Solarwinds Service Desk. It offers an incredible amount of functionality, while maintaining a simplistic user interface. The product allows me to manage my network and services from a single place and provides a powerful group management capability, which is very user friendly. I was able to set up and customize different groups based on my own needs and preferences.

Cons

No problem, it was a great experience and I am very satisfied. I think I haven't had any complaints since the day I used it.

Review Source

VR

Verified Reviewer  
IT Support Manager  
  
Used the software for: 6-12 months

### "Overall successful and happy"

January 23, 2018

4.0

Pros

Ease of use and deployment. Their deployment team worked hard to get everything we needed setup and working

Cons

missing some features such as active searching of solutions while submitting tickets. As well as support is scarce after implementation

Review Source

rP

raju P.  
IT Applications Manager  
  
Used the software for: 1-2 years

### "good for small team, but multi-team use has some draw backs for moderate/large IT departments"

November 9, 2017

3.0

Pros

I like that Samanage is all web based and easy to submit/open tickets by email--very customer friendly.

Cons

The problems we experience with Samanage are related to teams within IT that have to cover components of the ticket. The Search functionality requires macros which is too complicated. Each status change sends a message to everyone, way too many emails go around--should be consolidated to a single message every ten min or so--or leave it up to the user to send a message. There is no Private Messaging within IT team, so we are constantly leaving comments, and then reassigning tickets to each other, but this leads to numerous emails going around.

Review Source

Raymond T.  
Information Technology Manager  
Computer Software  
Used the software for: Less than 6 months

### "Efficient and Effective"

May 2, 2018

5.0

An ITIL based ITSM solution

Pros

The Implementation Support is great from the very start. Before you even get started, they are already sending the Getting Started Guide and assigned us a dedicated Account Manager. Throughout the implementation, we had technical support as well as the implementation specialist assisting us the whole way.

Cons

Certain features missing when compared to enterprise ITSM suite, but great for SMB market The other thing I was hoping for was the Priority Matrix but you could always suggest features in the community and they will consider it for future release.

Review Source

VR

Verified Reviewer  
Software Engineer  
Computer Software  
Used the software for: 2+ years

### "Best IT Support Software I've USed"

March 23, 2019

5.0

IT issues have been easy to track.

Pros

Very Easy to open helpdesk tickets. The best feature is that it sends you notification emails regarding the porgress of tickets.

Cons

Sometimes the search returns a huge amount of results which can be hard to find. So search can be improved.

Review Source

LL

Lee L.  
IT Technical Support Specialist  
Airlines/Aviation  
Used the software for: 2+ years

### "Great solution for help desk!"

April 5, 2019

5.0

Samanage replaced two products for us.

Pros

This is a great solution for managing help desk. We are using the cloud version. Have not had any problems. There are a lot of features too. What I like most about it is the functionality of the help desk side.

Cons

None so far. This is an outstanding help desk solution.

Review Source

AE

Allan E.  
IT Director / Purchasing Manager  
Non-Profit Organization Management  
Used the software for: Less than 6 months

### "Samanage is the right choice"

March 15, 2019

5.0

Everyone I have dealt with has been great and easy to reach out to. Even after the configuration I am able to shoot him an email and I get a response within an hour or so.

Pros

There are so many things that I like about Samanage. To start with the entire team that worked with me on purchasing, setup/configuration, success management were all really great and were easy to work with. They are very responsive to any question I had...usually had a response back within an hour. As for the Samanage Cloud Portal it offered more than we had with Spiceworks. I am now able to combine my inventory database, procurement records and help desk all into one package. The fact that it is cloud based allows me to access it from anywhere instead of having to make sure I am at specific computers to access specific software pieces that made up our old system.

Cons

I wish that it allowed the positioning of fields and offered the capability to do depreciation within the Asset portion of the inventory.

Review Source

SB

Samir B.  
System and network administrator  
Building Materials  
Used the software for: 1-2 years

### "Good tool for management"

November 28, 2023

5.0

Pros

I like the simplicity to use Solarwinds all day

Cons

A lot of tools to i dont know how its working

Review Source

JT

Joshua T.  
Helpdesk Supervisor  
Financial Services  
Used the software for: 2+ years

### "Easy for technicians"

October 19, 2020

4.0

Pros

It's mostly very easy for my help desk technicians to use on a day to day basis. Very easy to keep track of your tickets and what needs to be done.

Cons

Some features need to be improved. Reporting is pretty mediocre in its current state, and the Task implementation leaves a lot to be desired.

Review Source

Jesus A.  
Operations Manager  
Defense & Space  
Used the software for: Less than 6 months

### "Their support is amazing and they are friendly, helpful. The product is innovative and new features "

January 16, 2018

5.0

Pros

Samanage has been one of the best products I have implemented. With this software, I have been able to sort through my sea of sticky notes, and found a wonderful way to productively track assets, and help desk requests. Their customer service also rocks! Anytime I have a question, I can shoot an email or even a text to pretty much anyone on my Samanage team and they are immediately responsive to my need.

Cons

the reliance on a third party for Active Directory integration. The process works, it was just cumbersome to get working and keep working.

Review Source

AH

Antonio H.  
IT Director  
Retail  
Used the software for: 1-2 years

### "Samanage is a great product and very easy to work with"

April 3, 2019

5.0

Help Desk Management is easier at the moment and as well, I'm now able to provide the Board with easy and accurated KPIs regarding to the type of issues, frequency and areas with higher incidents.

Pros

Samanage is a great product and very easy to work with. It has been added value to my organisation and structure the way how the incidents are logged

Cons

Maybe a more agile process adding new functionalities and informing the current users about what's new and how to use it.

Review Source

JB

Justus B.  
Review  
Civil Engineering  
Used the software for: 6-12 months

### "Solaewinds service Desk"

November 3, 2022

4.0

Very okay

Pros

Practically it's easy access to records of work

Cons

I believe there should be a little increase in the user interface

Reason for choosing SolarWinds Service Desk

Because it gives me about everything I need

Review Source

VR

Verified Reviewer  
IT Network Administrator  
Hospital & Health Care  
Used the software for: Less than 6 months

### "Great Product, Smooth Implementation!"

January 16, 2018

5.0

Our staff are way more happy and have their own self service portal, which they did not before. We no longer have to manage an on-prem solution, so we are happy!

Pros

We love how accessible everything is. Our staff can submit Incidents in a variety of ways, and we can manage those Incidents from a variety of devices.

Cons

We would love more robust permissions for service requests and other features that our staff have access to, but Samanage has work arounds and are constantly updating their product with new features. Robust permissions are in the pipeline!

Review Source

EA

Elior A.  
IT Helpdesk Technician  
Financial Services  
Used the software for: 1-2 years

### "Great Service Desk and Inventory system"

April 11, 2018

5.0

We improved our SLAs using SAManage as an Incidents platform. We also now have a better understanding of the number of endpoints we have, the software installed on them etc'.

Pros

The easy deployment of the agent to all of our endpoints, that help us keep track of hardware and software inventory with great accuracy. The Service Desk feature, allowing us to maintain a productive Help Desk environment and assist our users. We also use the service desk in our billing procedure.

Cons

The UI can be improved, as sometimes in the incidents view we encounter bugs that require us to refresh \\ clear the cache.

Review Source

PL

Paulo L.  
Quality Engineer  
Automotive  
Used the software for: Less than 6 months

### "Útil e rápido "

April 19, 2023

4.0

Boa experiência

Pros

Ferramenta de uso simples e muito prática que agiliza todo o trabalho de help desk. Melhoria significativa por parte da assistência após o uso deste software.

Cons

Nada de relevante a referir como contra no tempo que já utilizei este software.

Review Source

Alexander Y.  
IT Technician  
Government Administration  
Used the software for: 6-12 months

### "Great Product"

December 5, 2019

5.0

Pros

Ease of use and the support team is awesome.

Cons

N/A. there are a few bugs here and there but overall very satisfied with the product.

Review Source

CC

Cyrus C.  
Application Developer/Anaylst  
Higher Education  
Used the software for: 2+ years

### "Expandable as you need it"

December 13, 2018

5.0

This software has allowed us to track end user request for issues and see how the responses trend. It also allows us to track ongoing project with task etc. Though it is not a project managment software it does lend itself to easily manage small projects

Pros

easy to implement, easy to build your own knowledge base repository. Support is quick to respond.

Cons

Updates can be tricky, there is no "Test" environment to test if your data and configuration will work as you expect. So when they update you its trial by fire. Fortunately they have been pretty good about responding to any issues that have arisen.

Review Source

VR

Verified Reviewer  
IT Manager  
  
Used the software for: Less than 6 months

### "We are just finishing implementation of the asset management portion of Samanage for 6 companies."

April 23, 2018

5.0

Excellent reporting for asset management. We are also using the contract management piece even though we didn't see a specific need for that before we purchased.

Pros

Ease of deployment, great support, and excellent reporting. Right now, we are integrating with our Zendesk helpdesk software but by September, we plan to fully implement the entire Samanage product suite.

Cons

No dislikes so far. I would like to see a them integrate a training manager for our companies so we can track security training.

Review Source

LM

Liz M.  
Customer Solutions Manager  
  
Used the software for: 1-2 years

### "Great for incident logging and more"

July 12, 2016

5.0

Samanage has been easy to implement, even with a team that really didn't want to use such a system. They much preferred bits of paper and no knowledge sharing, but that has all changed now.

Pros

reporting and visibility of peaks in resource requirement

Cons

we had to have 2 separate instances as one is for internal staff and the other is for external customers with different categories required.

Review Source

JS

John S.  
Systems Administrator  
  
Used the software for: 2+ years

### "for the most part it is easy to use and customize to the information I want. "

May 9, 2017

4.0

Pros

I like the combination of asset inventory, ticket system, and users and the ability to link everything together. It is also nice to have the solutions tab and the ability to control who can see what solutions to have everything in one spot.

Cons

I don't like that not all fields in the inventory are searchable and it doesn't seem to do relative searches for close matches.

Review Source

KT

Keenan T.  
Student  
Mechanical or Industrial Engineering  
Used the software for: 6-12 months

### "Amazing piece of software!"

January 14, 2019

5.0

Pros

Samanage is a super easy-to-use risk management software. It is also used for inventory as well as Incident Management. The amount of features that Samanage has definitely makes it a multi-purpose application. Luckily all the features are implemented in a slick UI that is easy to navigate and quick. The customer support for Samanage is superb. This is a must-have application for any business

Cons

I have not encountered any problems or things that I dislike about this software.

Review Source

RW

Robert W.  
Director of IT  
Computer Hardware  
Used the software for: 2+ years

### "Samanage has been everything we had hoped for and more."

April 2, 2018

5.0

We now know how our IT department's time is spent, who are the users who need more help etc.

Pros

I like the ease of use and how quickly we were up and running with Samanage. The implementation was virtually painless and went very quickly.

Cons

The only thing I have a problem with, and I hope they correct it soon, is that it will not pull the Microsoft Office Licenses.

Review Source

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