# Page 8 | SolarWinds Service Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - 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 8 - Reviews of SolarWinds Service Desk ## Showing most helpful reviews Showing 176-200 of 577 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer IT Support Specialist Banking Used the software for: Less than 6 months ### "Using Samanage is very easy and intuitive. " January 18, 2018 4.0 Asset management and incident tracking. Pros Ease of use and customer service. The asset management piece has been a great way to keep all of the assets organized and easily accessible. Cons There are some limitations not only on the forms, but with the logic. I will be looking forward to updates. Review Source JH James H. IT Admin Financial Services Used the software for: 6-12 months ### "Amazing IT management software" March 23, 2017 5.0 After using a few different Asset and Ticket management systems, Samanage ended up being our perfect fit. The interface is sleek and clean, the asset management while lacking a few features works brilliantly. The ticketing and service request portals are also very brilliant as well. Pros The interface is fast and sleek, the asset management is also fast and mostly easy to use. The service portal request system is also a hugely fantastic feature. Cons Wish the site refreshed dynamically instead of statically. Also, I wish we had more control over the asset management system. Review Source AM Alex M. IT Helpdesk Technician Information Technology and Services Used the software for: Less than 6 months ### "My Samanage Impressions " March 29, 2017 5.0 I came into my IT team after using a different ticketing system. The previous ticketing system I used was never reliable when it came to staying on top of tickets. Some would get buried in the pile that flooded in that day and forgotten. I love how with Samanage we have breach alerts to make sure that nothing slips through the cracks. It is a great tool when it comes to refining customer service. Pros Allowing for customer reviews after ticket resolution, helps to improve customer service. Service catalogs make step by step processes easy to remember. Cons At first the UI was a little confusing. Yes the buttons specify a difference with new report and new incident, but because they are so close to each other if I'm not paying attention I will click the wrong one and be confused why what I wanted to happen isn't happening. This can be said for the delete incident/report buttons. I have had to remake a saved search query multiple times. Review Source AA Aman A. Sr. Manager, Cyber Security Architect Real Estate Used the software for: I used a free trial ### "Great product for all sized organizations." June 4, 2023 4.0 Pros Easy to deploy and customize. Love the easy of it's management. Cons Nothing major I can think of. Cost is a little at the higher end. Review Source VR Verified Reviewer Cloud System Administrator Used the software for: Less than 6 months ### "Overall great, but search not always reliable." January 23, 2018 4.0 Pros I like that Samanage integrates well with the ITIL framework. I connects Asset, Incident and Change Management really well. Cons I find that the search function isn't always reliable. I search for things that I know exist, but Samanage doesn't bring it up in the results. Review Source RH ROBERT H. User Services\\ Network Specialist Primary/Secondary Education Used the software for: 1-2 years ### "Love this product. The functionality is awesome" February 5, 2019 5.0 Love how it connects with other products Pros This is a great ticketing system. We use it extensively at the college. We can keep track of all issues on campus. We started using it for our Assets inventory now. New features coming out all the time. Cons I don't have any real cons. We have used numerous ticketing systems and this product is by far the best Review Source VR Verified Reviewer Senior Systems Administrator Used the software for: Less than 6 months ### "Great web base product; easy to setup." January 18, 2018 5.0 Pros The product being web base is a big positive and extremely easy to setup. The site is very intuitive on how to use the product. Cons They have a tool to load on desktops for inventory but do not have a tool for network scanning. Have to use a 3rd party tool. Review Source CH Craig H. IT Support Tech Used the software for: 1-2 years ### "It's been okay but could be better." May 2, 2018 3.0 It is fairly easy to use. Pros I like that it's pretty easy to use and the features seem to work as advertised. Also they were very helpful with answering questions I had when importing devices. Cons They need to make it easier to keep track of mobile devices. Also we had various issues with the right warranty information showing up. Review Source VR Verified Reviewer A/V Analyst Higher Education Used the software for: Less than 6 months ### "Easy ticket manage, saves time " May 4, 2018 5.0 Pros Love that users can submit tickets mobile without having to contact helpdesk directly. Allows us to troubleshoot problems without delay Cons Integration with other software would be helpful, focuses on making the job easier for support desk workers Review Source EL Emilien L. IT Operation analyst Financial Services Used the software for: 6-12 months ### "Good ticketing tool for SMB" March 29, 2017 4.0 Overall, Samanage is a good IT service desk tool for Small/Medium business. All the basics function are present and workaround can be found to answer most of your need. Reporting capability are a bit weak and approval workflow management should be improved but beside that, the interface is easy enough to use. Categorization management needs to be extended too The customer support is pretty efficient.Chat support is great and reactive. Overall, this tool does the job and you don t spend endless hours to look for what you need. Pros Easy to use Cons Some limitation in some feature (such as approval) Review Source CF Collin F. IT Manager Used the software for: ### "A Great Helpdesk Contender " March 17, 2016 3.0 Samange in my eyes is one of the top Helpdesk services on the market when it comes to delivering excellent workflows and great incident, change, and problem management. Workflows are something that my team has been able to make great use of for cross department functionality. The cons, however can sometimes out way this. The reporting seems to have issues with being customized, your reporting metrics that you specifically want can be achieved, however, it will cost extra for customizations created by them. Also, asset management isn't great for achieving inventory stock levels and finding out what is active and what isn't. Sometimes the asset scanner doesn't report back to the inventory piece so you have to force it manually from the unit. Review Source Response from SolarWinds March 18, 2016 Hi Collin - Thank you so much for the kind words. I'm happy to hear that you've been able to use Samanage throughout your organization! To address a few of your concerns, I'm happy to share that new reporting capabilities will be added soon at no extra charge! With asset management, I'd love to discuss the issues you're running into further and see how we can best assist you in resolving. You can reach me direct at 919-346-7576. I look forward to ensuring that you get the most out of the Samanage platform. Rachel Garrison, Customer Success Manager GA George A. Recruiter Computer Software Used the software for: 1-2 years ### "Fastest Path To Service Management" March 12, 2018 5.0 Pros We are really impressed to with the ability to tie incidents to problems and changes. Great management and analysis of all support tickets raised. Cons We've not been able to take advantage of the process features within the service catalog. There's always some glitch that keeps us from getting an advertised benefit Review Source VR Verified Reviewer IT Used the software for: Less than 6 months ### "Implementation and pre-sales was a very pleasant experience" January 16, 2018 5.0 This was our first true cloud based service desk that we will be using globally. There has been nothing at this point to dislike, everything runs as it should. Pros Very easy to use / full features for a global service desk / social look and feel / tech support is great Review Source SH Steve H. Systems Administrator Used the software for: ### "Samanage is one of the best HelpDesk Tools I've ever used!" August 19, 2015 5.0 What do you like best? The Workflow engine is great and they are in the process of making it even better. The Asset management portion functions smoothly and the utility was easy to push out via GPO. The setup of the product is what sells it. Very easy to setup every function, very intuitive and not a taxing process as some can be. Lastly, you can integrate with an SSO company called OneLogin. A very simple, free process with them and you are integrated with ADUC! What do you dislike? Just started using it so nothing to truly complain about. We haven't worked much yet with the built in API code or Zapier. so not sure if we will run into any headaches connecting it to our current "helpdesk". What business problems are you solving? What benefits have you realized? We were using a developer's tool to run a pseudo helpdesk and it reached it's end of life. We needed to move on and are now loving Samanage. For which purposes do you use Samanage? Service Desk What is your primary role when using this product? Administrator Review Source AL Andrew L. Technology Support Technician Information Technology and Services Used the software for: 6-12 months ### "Great Service!" March 29, 2017 4.0 When on a computer it is very easy to use. Menus are easy to navigate and there are plenty of options in terms of customization. A few places that it is laking in are the mobile app, and required fields. The mobile app has very limited options and often doesn't allow me to login. We have multiple required fields that we want people to use, but somehow our clients get around not entering required information. Other than that, Samanage is a phenomenal product. Pros Ease of use, Customization, appearance Cons Required fields not working, lack of options in mobile app Review Source Ellen K. Information Technology and Services Used the software for: ### "Samanage gives us all we need in a service desk" May 21, 2015 5.0 We were an early adopter of Samanage for our service desk and have been very happy with the decision. We use it for all IT tickets at the College, plus a few other areas across campus (AV service, library). Pros Google integration is a big plus. Cloud-based. Good asset tracking. Workflow. Mobile. When we submit suggestions for new features, they are often incorporated within days or weeks. That's unusual. Cons Another app to learn, but my staff have had no trouble. Review Source SH Sara H. Pharmaceuticals Used the software for: ### "Implemented recently in our team as a workflow management tool" June 30, 2014 4.5 Pros Samanage is a very easy tool to set up and navigate. Our department implemented Samanage about five months ago and has used this tool to log and track service requests through to completion. This enables department oversight of our activities, provides real time management and activity execution, and allows us to collect process performance metrics. Samanage has met our need to track our inbound request in one centralized repository, replacing our previous fragmented process. The vendor has been extremely resourceful and amazingly accessible; their lightning-fast responses are much appreciated! Cons An issue we have come across is the inability to backdate certain process tasks that may have occurred when an individual was out of the office, which impacts our overall service numbers. Also, it would be helpful if there was an SLA around due dates. For example, it would be nice to have a reminder notification to alert users when an incident has almost reached its due date. Review Source SC Scott C. Director of Technologyh Education Management Used the software for: Less than 6 months ### "Seven Hills School" February 24, 2020 4.0 Pros Ease of implementation, customizable features, syncing with G Suite so users could sign in with Google. Cons Some of the features are not quite intuitive, for example, the chat function appears to work without setup but it's I'll need to contact support as it is not working. Some of the customizations of the user portal are a bit hard to find from the admin side. Alternatives considered [Giva](https://www.capterra.com/p/183532/Giva-Customer-Service/) Reason for choosing SolarWinds Service Desk I liked their overall interface better. Review Source Denis C. Professor Information Technology and Services Used the software for: I used a free trial ### "Sistema extremamente intuitivo e fácil de utilizar, com muitos recursos." June 12, 2023 5.0 Pros Sistema de fácil implantação e configuração. Muito útil e eficiente para monitoramento de redes e infraestrutura. Cons Depende de licenciamento porém, não é dos mais caros e atende a necessidade de forma eficiente. Review Source DH Danielle H. Marketing Associate Hospital & Health Care Used the software for: 6-12 months ### "Making life much easier!" October 4, 2016 5.0 We worked with Samanage to create a work order platform for our marketing department. They were easy to work with and helped to customize everything to our needs. This platform revolutionized the way we manage work orders for all sorts of marketing collateral requests and has made our lives a whole lot easier! Pros easy to implement and great support staff Cons Some of the nomenclature doesn't make sense with what we do such as the term "incident" for a new work order, but since it is internal we don't mind too much. Review Source SL Shawn L. IT Manager Package/Freight Delivery Used the software for: Less than 6 months ### "Great Solution" October 31, 2023 5.0 Pros Easy to use and configure. automated inventory system and great help desk ticketing service Cons limited integration options and support can be quicker. Review Source jB jared B. cloud system administrator Used the software for: 1-2 years ### "ease of use, intuitive and friendly to learn." January 23, 2018 5.0 Pros Implementation of ITIL and ease of use. The SLA integration helps keep our customers happy. Change process is easy to use and attach incidents. Cons notifications bell is glitchy and not mouse wheel friendly. Having multiple tabs open does not sync well with each other. Review Source AB Arthur B. Used the software for: ### "Easy to use and superbly clear to manage workloads." March 29, 2017 5.0 I've only been using Samanage for a short time but found it to be an incredibly easy system to use. Managing tickets is child's play with a clear to read interface that you can tweak to suit how you work and display only the information that you want to see on the dashboard. Assigning tickets to other teams and queues, closing and resolving tickets and peeking at tickets without having to open them makes blowing through large queues a breeze. Since moving to Samanage our ticket management has been made so much easier due to the Service Catalog being populated with our old forms so that tickets are filled in correctly by the end user reducing the time between tickets being created and closure since helpdesk analysts no longer need to go back and forth to the end user to get all the needed information. It also has a very helpful user forum so that if you can't find a way to do something then there is more often than not another user who has a solution to do what you want. On top of that, the developers frequently update the software in the background in response to user requests in the forum. I look forward to using it a lot more in the future and finding new ways to use it to help improve my workflow. Review Source VD Vijay D. Recruiter Computer Software Used the software for: 1-2 years ### "Best asset management and benchmarking" March 21, 2018 5.0 Pros The Asset management portion functions smoothly and the utility was easy to push out via GPO. The Workflow engine is great too. Cons Would like to see reporting around purchasing. I personally can suggest more portal customization and ability to customize messages. Review Source Omer K. Information Technology and Services Used the software for: ### "Great Platform for Managing your helpdesk" December 22, 2014 5.0 Samanage is a good platform. I am primarily the user of help-desk and manage tickets on the platform. I like the Dashboard feature that allows a central place to view all your tickets. The knowledge base and the forums have been greatly helpful with any query that I had. I also like the form design feature Thumbs up to the Samanage customer service for being very prompt in answering questions. Pros 1\. Customizable Incident interface. 2. Great Customer Service. Review Source Similar Products Featured