# Page 9 | SolarWinds Service Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 9 - 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 9 - Reviews of SolarWinds Service Desk ## Showing most helpful reviews Showing 201-225 of 577 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use BW Bob W. IT Director Information Technology and Services Used the software for: 1-2 years ### "Samanage is Awesome!" March 23, 2017 5.0 Been with Samanage almost 2 years now and I'm not sure how we got by without it. We will use it forever. Pros It is easy to use and very powerful. Cons It finds most software licenses with the exception of Microsoft Office which ironically is the one most important to our organization. Review Source JD Jake D. Systems Administrator Hospital & Health Care Used the software for: 2+ years ### "xG Health Review" March 20, 2017 5.0 We do not use all of the capabilities of Samanage, but what we do use for asset tracking does work exceedingly well. Jira integration is something that we have looked at, but have not utilized. Pros Simple GUI and ability to pull reports. Cons No ability to mass import/update assets that I have seen. Review Source MB Maddy B. Lead Recruiter Computer Software Used the software for: 6-12 months ### "Great for building a helpdesk from scratch" March 8, 2018 5.0 Pros It is currently only being used by the information technology department to serve the technical side of the business. It helps us keep track of all requests and stay on top of them until the issue is solved. Cons The purchase ordering function could stand to be more customisable to business needs. Notifications should be expanded to be customisable in all areas where notifications are utilized. Review Source MP Matthew P. Network / Systems Engineer Logistics and Supply Chain Used the software for: Less than 6 months ### "SolarWinds Service Desk Initial review" October 16, 2020 5.0 Pros Easy to use interface. Clearly presents valuable information. Cons The menu system when going between global settings in the "setup" and general service desk settings is a bit confusing. I constantly bounce between the two menus to find what I am looking for. Review Source MH Michael H. IT Suprtvisor Legal Services Used the software for: Less than 6 months ### "New but Happy" December 6, 2019 4.0 we have been a long time Solarwinds customer and expect that this experience ( although new with SWSD ) to be any less exceptional than previous products Pros We are very new to the product but I truly love the integration with the Orion Platform. it also has a great UI and so far it has been very fast to respond Cons you cannot convert an incident to a service request. Switched from [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Orion Integration Review Source JA Josh A. Help Desk Technician Computer Software Used the software for: Less than 6 months ### "Easy to use ITSM Tool" March 29, 2017 4.0 Samanage has given me the ability to align more closely to ITIL best practices. The help desk portion of the software allows for attaching configuration items which enables tracking for multiple incidents. In addition, the problem management part of the software works great with attaching multiple incidents to the problem and defining the RCA, work around, solutions, etc. One feature I would like to see is if they separated out more types of assets such as monitors, desk phones, networking equipment, servers, etc. instead of having to put them in the generic container "Other Assets." Pros Incident management; problem management; ITIL alignment; configuration items Cons Contracts section should be able attach software to a configuration items; asset management should separate out equipment types like servers, networking equipment, monitors, desk phones, etc. Review Source LV Lisa V. Assistant Director of Technology Education Management Used the software for: 6-12 months ### "Excellent Customer Service and Expertise" March 21, 2017 5.0 Each individual on Team Samange has provided extraordinary customer service during our implementation of Samanage. The expertise of each account rep and technician has been, by far, some of the best we've experienced. Team Samange knows their stuff! Pros The variety of uses for this software is relatively unlimited! Cons The fact that there is no way to upload a Google Drive document directly to a work ticket from within our network. Review Source MR Maria R. Account Manager Medical Practice Used the software for: 6-12 months ### "Tool is very easy to use & navigate . Took very less time to understand right from the start" November 15, 2017 5.0 Pros It is intuitive, simple display easy of use and general flow. I also found it fast and easy to configure. The support chat functionality in the tool is the best implementation of a chat tool I have seen in any product. Cons Portal does not have an Alert messaging and limited workflow tools within the app. Some additional workflow customization features would be helpful. Review Source SO Stephanie O. Support Center Manager Used the software for: ### "Easy to use" March 29, 2017 4.0 I like the layout. It makes sense and is easy to use. Currently the only thing I would suggest to change is I don't like how when your mouse rolls over the top left menu and automatically opens it. I would rather just like to click on it when I need it. Sometimes it pops open when I don't need it to. Other than that, so far, so good! I don't know much about the back-end of things, but when adjusting users, I hear that you cannot delete an old account, so when we were making some changes there were a few bugs to work out. That's all for now! Pros The ability to manage issues in a way that can be tracked. Cons The apparent issues setting up permissions. Review Source BF Ben F. Computer Software Used the software for: ### "Great product at a great price" November 10, 2014 4.0 Pros I do not have direct contact with the vendor, but I work closely with those who do in our organization and have heard no complaints about the customer service we receive. I use the product daily for the majority of what I do at our help desk. The tickets are easy to maneuver around and are not overly complicated for the users who are not so technologically savvy who will be putting tickets into the system. Cons AS I stated above, I do not have direct contact with the vendor, so I cannot say one way or the other about them. However, when we first made the change over to using Samanage, there were a few bugs to be worked out. From my standpoint in the organization, those bugs were fixed/corrected quickly and seamlessly. The product itself has its pieces that could be made better, but those are mostly personal preferences on my part and do not have any effect on the usefulness of the product at all. Review Source Mark M. IT & Facilities Manager E-Learning Used the software for: 1-2 years ### "null" June 19, 2015 5.0 Review Source BB Brian B. IT Support Specialist Food Production Used the software for: Less than 6 months ### "Excellent and Easy to use!" December 21, 2017 5.0 A central location for all of our inventory. The ticketing and knowledge base features are a great addition. The API integration can do a lot once you get everything setup properly. It's not at all hard to setup and the installer is simple. Pros We like the ease of use, customer support, the community and the API integration feature. Good dashboard and the customer facing portal is a great feature. Cons The only major con for us is that it does not integrate with TeamViewer. I would like to be able to remove the unused features from the main menu list. Review Source EBIN E. Founder & CEO Human Resources Used the software for: Less than 6 months ### "A great tool to manage the ticket to issue raising problems" November 29, 2018 4.0 Our ticked resolution time has decreased considerably with the use of Samanage. Pros Samanage is one of the tools we use to to manage our inventory and to get more of it. It is a great tool to raise tickets and get proper tracking of all the tickets on the system. We mainly use Samanage to deliver our client the best products by maintaining our inventory and resolving all the tickets raised on time. Cons The UI is a bit complex as it needs more experienced personals to handle it. Review Source LM Luke M. Service Desk Technician Used the software for: Less than 6 months ### "Simple to use but could have more features to assist IT department" May 11, 2017 4.0 Pros The layout of the pages are very simple which makes the software very easy to use. The ability to link items to incidents. The service monitor on time it took for first response and to resolution. Cons When clicking on a requester's name, it only displays one number instead of both. Only displays both numbers when you view the request's full profile. When you copy a paragraph from the web and paste it into Samanage, it looks correct. However, once you submit the message it adds a ton of new lines in different areas. Not able to turn a private message to public When using the search feature, there is no way to limit results to the specific page you are looking at. Review Source DL Dillon L. Systems Admin Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "SolarWinds" December 6, 2019 4.0 Pros Easy to use, great to create/track/monitor support tickets Cons So far, I haven't been able to find a Windows Installer package for the Discovery Agent Review Source NP Neil P. Consultant Retail Used the software for: 1-2 years ### "Great tool for Support team" March 29, 2017 5.0 We use Samange for our Support team. Really happy with it and so are our customers. Good reporting internally and to our customers. Easy to use interface, so all is great. We've tried several other products but Samange stood out. Review Source VR Verified Reviewer Engineer Civil Engineering Used the software for: 6-12 months ### "All around good product. " December 19, 2018 5.0 Pros I like the interoperability and general ease of use. Cons I think pricing structure could use some work. Review Source Chris M. IT Director Used the software for: ### "SAManage IT asset management" November 5, 2013 4.0 Getting up and running with SAManage asset management is truly simple. Just install an agent via group policy and within 1/2 hour your assets are logged and being tracked. Never an issue with agent check and no increase in bandwidth. Interface in clean and fresh. I great feature is that all of your warranty info is tracked right from the asset. We would like for there to be a more clear differentiation between the various software reports so we can use SAManage for software assets in a more friendly version when reporting to Microsoft licensing. All in all, SAManage does a great job in asset managing and tracking. Review Source CM Cláudia M. EHS Engineer Automotive Used the software for: Less than 6 months ### "IT helpdesk" May 19, 2023 4.0 It's a userfriendly tool with minor problems. Pros I use this tool on Teams to creat and view tickets for IT support. And for me it's very pratical and a quick way to report IT situations. Cons When answering to the helpdesk, my comments weren't registered. Review Source HG Heidi G. Support Specialist Government Administration Used the software for: I used a free trial ### "Free Trial for 60 Days" November 13, 2023 4.0 Pros The platform was visually appealing and the setup seemed rather easy to become accustomed to. Cons We were unable to come to a monetary agreement and went with another ITSM. Review Source IT Iggy T. IT Technician Used the software for: Less than 6 months ### "Easy to manage" April 6, 2018 5.0 Pros Very easy to manage. Good inventory and support feature!! The way the tickets and menus are set up, make navigating the dashboard a breeze. You can easily assign a user, a state, and a requester to a ticket, as well as communicate any needed information through the ticket system as well. Also their support is amazing! They always have people available to answer your questions, quickly, professionally, and with a bit of flair! Cons I am looking for some new feature like controlling mobile devices, etc. I dislike that I have to close out of the mobile app, in order to refresh the ticket screen. The app does not fetch any tickets from the last time it was opened. Review Source MG Mike G. Support Service Manager Legal Services Used the software for: Less than 6 months ### "A Good Entry Level ITSM Tool" March 29, 2017 4.0 I have used several ITSM solutions over the years, and Samage has been the easiest to use by far. While it isn't the most customizable solution, it hits the big features well and I have come to really appreciate it's simplicity. Being able to edit ticket details from the list view is a big differentiator and a huge time saver. While I feel that Samanage isn't the best at doing everything for everybody, it does offer a pretty comprehensive feature set for organizations just getting started with implementing ITIL principles. Pros Simplicity of the interface Full set of ITSM features Easy setup and configuration Training our staff was a breeze Cons Limited automation Very few third party integrations "out of the box" End User Portal isn't as functional as other solutions Review Source TS Tommie S. Senior Team Leader Used the software for: ### "Excellent Incident handling and overall Support Flow" April 6, 2016 4.0 Hi, we recently became a customer of Samanage and we are extremely happy with the product. The product covers all our needs from simple incident handling - all the way through to release stage. All our departments are very excited with the system and see 100% benefits of using it. Currently we are going to phase out our own internal systems and use Samanage for all our processes. From the Support team to our QA team and our Developer team. Our stress levels have been reduced considerably already and the system just makes you smile. We are actually more of a Software company working towards Retail, Wholesale and Construction so we are not the conventional users which this system is intended for - but it works 100% for us as well. So don't let the system scare you even if you are not in the IT Support Industry - it has great uses for any Support organization. I was skeptical when I looked at it at first - but we talked with them over and over - we had small workshop sessions and they held our hand - and everything turned out great. Comes highly recommended! Review Source BK Brandan K. Jr. Systems Administrator Retail Used the software for: 6-12 months ### "Samanage is a great application" February 2, 2016 5.0 We have used this for roughly 6 months now. It immediately improved our IT department and continues to today. It was easily the best looking app we looked at, and is now proving to be very useful functionally. Pros \* Inventory Management \* User Interface \* User Portal is easy for end users. \* Fast and easy assigning \* Powerful Reporting Cons \* No huge cons. Occasionally I run into something where I say, man, I wish Samanage had this little option that would make it easier. \* Needs more customization for the user portal (announcements, etc) Review Source ST Shivani T. Software Developer Information Technology and Services Used the software for: 6-12 months ### "Best service desk software" January 5, 2019 4.0 Pros Easy to implement It is flexible and customizable. Cons User interface is little bit complex. Need some more features Review Source Similar Products Featured