# Page 7 | SolarWinds Service Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - 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 7 - Reviews of SolarWinds Service Desk ## Showing most helpful reviews Showing 151-175 of 577 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use BF Britney F. Sr. Systems Analyst Used the software for: 2+ years ### "Very great experience" July 17, 2018 5.0 Tons of benefits it helps make our job easier each day because we definitely utilize this software on a daily basis. Pros I like being able to schedule tickets and notify the users that we're coming; this software is definitely a major part of our daily task. Cons n/a-I don't have anything bad to say about the software honestly..I'm glad to have it as apart of my daily job. Review Source Erich B. IT Technician Research Used the software for: Less than 6 months ### "Samanage helpdesk" November 2, 2018 5.0 Blew our SpiceWorks helpdesk out of the water! It quickly found and inventoried our infrastructure and made it easy to attach assets to tickets and users. It's a quick, response and versatile tool that can easily scale to business needs. Pros SUPER easy to use and configure. Being web-based we didn't need to invest in additional hardware resources to host it ourselves and maintenance is no longer a concern. Cons Sometimes mousing over a user's profile to edit them was tricky. Review Source Chad J. Director of IT and HR Operations Retail Used the software for: 1-2 years ### "Great for simple asset management " September 30, 2018 4.0 We used this prodcut to help better track our hardware and software assets. It was easy to set up! Pros This is very functional and easy to use. Cloud-based storage for your asset management is very convinent. Cons There are many features available, this occasionally makes it overhelming. Review Source JM Jason M. IT Manager Philanthropy Used the software for: 2+ years ### "Buy something else worth your ROI" November 3, 2017 1.0 Pros Ease of Use, that is about all.... Cons For what you pay for even coming from a nonprofit perspective you can purchase other superior solutions on the market. Shop around first before diving into this. Review Source CS Christy S. ERP System Administrator Used the software for: 6-12 months ### "Easy to use for tech support " April 24, 2018 4.0 Pros The time to learn this software is minimal. Most slightly savvy users can pick it up with very little training. I like the way the "comments" kind of feel like social media posts. Cons It's almost too geared towards being user friendly. For a more advanced user (we use this as our IT help desk system) the interface almost feels a little too elementary. I would like more complex filtering and ability to customize more fields and functions. Review Source CS Carlos S. IMS Education Management Used the software for: Less than 6 months ### "The easy helpdesk" October 3, 2023 4.0 Pros The best WAY to open a ticket with simple codes and tool Cons The excess of email confirmation regarding the ticket Review Source JR Jordan R. Service Desk Manager Used the software for: ### "Good, but not great.." March 4, 2016 3.0 Good product with a lot of potential. However, their Agile Development is agonizingly slow, and doesn't seem to always prioritize the most helpful feature updates and/or additions. Things like auto-refresh have been "approved and coming down the pike" for over a year now, pending on re-indexing and other developments. Experience with Customer Service has been awful in regards to support. I have experienced multiple cases going back and forth where a ticket I've submitted is "resolved", but the problem still exists. Communication has been awful with support also. Most tickets I've submitted have gone weeks between initial communication and any additional communication. In the realm of customer service, no news is still news, and it's always best to keep the customer informed if possible. Whether it's their software development or customer service, I feel like they've experienced a lot of growth and demand, but appear to be understaffed and overloaded. Again, I see a lot of untapped potential, and I hope things can improve over time. Review Source Response from SolarWinds March 5, 2016 We are certainly disapointed to hear that your service and support has been anything less than exemplary, Jordan. Please know that we will work to rectify this situation, as customers like you and your team are pivotal to our success. Should you have any urgent requests or questions, we always recommend reaching out directly to your customer success manager. Thank you for this feedback and we will do our very best to ensure you never feel this way again. RK Ronald K. Mechanical or Industrial Engineering Used the software for: ### "A great solution" November 21, 2014 4.5 Pros They do not provide a cookie cutter package, but rather a sandbox approach, where you can make it what you need it to be. If something you want is not in there, chances are good they will add it or help you find another way. Cons The reporting functions are a bit inflexible at this point. It is not a deal breaker, but there are times it does not fill the need or allow as many options or format capabilities as needed. The amount of data provided about the software installed on the various systems is second to none. Their agent does an exceptional job in this area Based upon this and because of this, the system needs to allow more options for software categorization and organization. Sometimes, too many differing programs are all clumped together and are too difficult to sort. I realist that this is in part due to some software vendors and how they package their programs. But with a system as robust as this one, there should be a way to allow for more where needed. Sometimes, their instructions are a bit lacking. Too often, I am provided with an overview rather than a step-by-step instruction that at times would be a bit more helpful. Review Source SA Shuabe A. Senior Technical Support Analyst Construction Used the software for: 1-2 years ### "Best ticketing software" November 13, 2019 5.0 Efficient and ease of use. Documenting tickets couldn't be easier with this tool. Pros I really like this tool for ticketing, documenting and project tasking. Very clear and precise. Cons Not much, this is a very clean ticketing system that doesn't overload things. Reason for choosing SolarWinds Service Desk Ease of use and pricing. Review Source JM Joe M. IT Specialist Computer Software Used the software for: 1-2 years ### "A great source of truth for our assets. Great to have it in the cloud. " May 11, 2017 5.0 All of our assets were in one place automatically with full details on each item. Pros The info it gathers is great. We could tell every little piece of hardware connected to an asset and everything installed which was great. We also liked how it could give location based off of IP. Cons The deployment was a bit clunky. We had to get our own script and package the installer to deploy it via an MDM. The script on the help site didn't work right and it has you do each machine by hand. Review Source PP Priscilla P. Business Analyst Civil Engineering Used the software for: 1-2 years ### "SolarWinds Service Desk " December 5, 2019 4.0 The goal is to use it for all services across the company, IT related or not. Pros Being able to create new incidents by forwarding emails to service desk. Being able to customize access for service agents is a plus. Cons When using the tag (@) does, some times it does not work consistently. Review Source Kevin C. VP, Infrastructure & Technical Services Used the software for: ### "Happy with its performance and flexibility" December 8, 2014 4.0 We implemented Samanage about 6 months ago and have been happy with its performance and flexibility as a comprehensive service and asset management tool for our growing business. Pros Very intuitive and easy to setup and configure. Contains Incident, Problem, Change and Release Management functionality. Inventory agent is very robust and overall the tools perform well. Cons More maturity needed in some areas such as release and change management (workflow options are limited). Though there is some ability to add fields to the default templates, they are somewhat limited and business notification is missing. Review Source SP Savvy P. Recruitment Manager Computer Software Used the software for: 2+ years ### "Its Asset Management feature is just great" March 13, 2018 5.0 Pros The service catalogue is a feature I have been learning about and I am hoping to get it used more widely across the company. Cons Would like to see reporting around purchasing. In general needs the ability to pull reports/audit equipment that was purchased and what is currently in use, surplus, etc. Review Source LJ Larry J. Senior Systems Administrator Higher Education Used the software for: 2+ years ### "Great product" March 20, 2017 5.0 samanage has come a long ways since we first made the decision to switch. I would say that samanage genuinely listens to customer feedback and implements changes to their SaaS solution to improve the quality for everyone. I don't think you'll find a better product out there. Pros The simplicity, asset management, API, and services. Cons Reports and customization Review Source AK Aziz K. Information Systems Lead Non-Profit Organization Management Used the software for: 1-2 years ### "Samanage for Non-Profit Visually Impaired Employees" October 1, 2020 4.0 We had no issues until towards the end of the contract when the account representative wasn't willing to help us. Pros The ticket management as well as inventory management features met our needs and were simple enough to operate. Cons The pricing for us from a non-profit point of view was high. They have/had a policy of informing them 30 days in advance that we wouldn't renew for a year. We informed them 29 days ahead of time, and the account rep simply wasn't accepting that and we had to needlessly pay for another year for a service we didn't use. Review Source TR Tom R. IT Helpdesk Manager Used the software for: 6-12 months ### "Excellent System - Got us up and running" March 29, 2017 5.0 Samanage has been a huge help getting out IT environment off the ground. We need a simple, configurable system that we could quickly get into and start running tickets out of. Samanage has been excellent for this. I will always recommend this product to small IT organizations and organizations that need a fast and easy to implement solution. Their support team is fast and responsive, the support chat functionality in the tool is the best implementation of a chat tool I have seen in any product. Pros Fast and easy to configure Cons Could use some more customization of tables and routing fields between records- but that's a pretty high-end request and Samanage does basic ticketing very well. Review Source BH Bobby H. Help Desk Administrator Information Technology and Services Used the software for: 2+ years ### "Great Product. Great Service" March 20, 2017 5.0 I have been using Samanage to support a district of 6,000 users, with no issues for 3 years now. It's simple, easy to customize, and functions great. I would recommend it to anyone looking for a Help Desk Solution. Pros Looks and functions great. Easy to use. Never any major issues or interruptions in service. Cons None Review Source VR Verified Reviewer Systems Engineer E-Learning Used the software for: 1-2 years ### "Samanage is awesome" September 30, 2015 5.0 Samanage is great for asset management, service desk use and benchmarking. Pros Asset management and service desk/catalogue. Cons None to note so far, Samanage constantly work with their community to add functionality where they see fit. Review Source SW Samuel W. Systems Administrator Information Technology and Services Used the software for: 6-12 months ### "A comprehensive tool for daily IT Service Desk Management" October 30, 2022 5.0 Pros The suite has multiple functionality for the handling, tracking, escalation and resolution of daily IT issues Cons Not all of the features are easily customizable. Review Source VR Verified Reviewer Technical Project Manager Higher Education Used the software for: Less than 6 months ### "This product is both user friendly on back and front end." January 23, 2018 5.0 We are able to implement ITIL methodology with a ticketing system. Pros I like that the setup is very easy and self explanatory. My internal team will be able to manage this system going forward without much training. Cons We aren't able to report off of custom fields on the catalog forms even though we can do so on the incident form. Review Source IM Itzik M. Director of IT Used the software for: 2+ years ### "If they have Linux support it will be perfect" July 24, 2018 4.0 Pros it's easy to use, it has a lot of edit fathers that allow you to set it up for your organization. Also, the GUI is really nice Cons no client for Linux (Ubuntu) i have over 200 Linux workstations and we can't use the software with it Review Source DC Dan C. HelpDesk Technician Automotive Used the software for: 1-2 years ### "Top Notch Service Desk Software" December 5, 2019 5.0 Pros Ease of Use Mobile Application Installation Amount of Information Available Onelogin Integration Cons Presently there's no con's. It used to be the Samanage App, but that's been resolved Review Source JS Justin S. Computer Technician Government Administration Used the software for: 1-2 years ### "By far the best Service Desk app out there! So easy to use and it literally manages everything!" July 19, 2017 5.0 Samanages all in one management system handles all aspects of a helpdesk app plus a whole lot more. We are even able to enroll our company cell phones! Pros The work order system is so easy to use, and is modifiable to specific users. You can also keep track of your inventory including printers! Cons I cant say there is anything I like least about the product, every aspect of the product works great in my opinion. Review Source PA Peter A. I.T Asset & Configuration Analyst, Service Catalog & Knowledge Manager Information Technology and Services Used the software for: I used a free trial ### "My personal review of solar winds service desk" September 18, 2022 4.0 The overall experience is cool. Been using solarwinds same for over 4years , so it was easy to use the service desk on trail. Pros I loved the configuration and asset management feature of the product as that addresses some audit issues. I am impressed with it ability to detect who made a change to a configuration file. I also love the capability of logging ticket against an asset ,either incident, problem or a request within same platform. Cons I was disappointed when I learnt it could not track configuration and compliance on AIX assets. Review Source KH Kim H. Sys Admin II Used the software for: 1-2 years ### "Application is very user friendly" January 23, 2018 4.0 Pros This product is very easy to use and understand. It is built on ITIL Foundation and the features like Incidents, Problems, Changes, Releases, Knowledge Base, CMDB, etc. all in one place are a huge benefit. Cons One of the biggest Cons about this product is the search feature. It is very difficult to navigate back to where you were before performing a search. Review Source Similar Products Featured