--- title: "SolarWinds Service Desk Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about SolarWinds Service Desk Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/129478/Solarwinds-Service-Desk/" page_type: "product" language: "en" --- # SolarWinds Service Desk Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 3, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) SolarWinds Service Desk ## What is SolarWinds Service Desk? SolarWinds Service Desk is an AI-powered ITSM platform that helps teams resolve issues up to 52% faster. We combine enterprise Service Management with unified Asset Management to eliminate silos without the complexity of legacy tools. Designed to expand beyond IT, our platform enables Enterprise Service Management, allowing you to easily spin up dedicated portals for HR, Facilities, and Legal. This gives employees a single place for all requests—from broken laptops to benefits questions. Plus, SolarWinds AI is intentionally built into your agents' daily workflows to maximize effectiveness without adding noise. It delivers purposeful automation—like suggesting solution steps, summarizing tickets, and drafting responses—exactly where it adds the most value. SolarWinds Service Desk provides enterprise-grade power on a platform that's actually easy to use, delivering rapid time-to-value and getting you live with ITIL best practices in days, not months. ## What is SolarWinds Service Desk used for? [Help Desk](https://www.capterra.com/help-desk-software/)[IT Management](https://www.capterra.com/it-management-software/)[Service Desk](https://www.capterra.com/service-desk-software/) Recognitions Shortlist Top alternative Featured Overall rating Based on 577 user reviews Reviews sentiment Positive 97% Neutral 3% Negative 0% Starting price $39 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... - Incident Management / 2025 - IT Asset Management / 2025 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for SolarWinds Service Desk?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.solarwinds.com&name=SolarWinds Service Desk) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### SolarWinds Service Desk 4.6 (577) VS. [4.6 (1,801)](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/reviews/) Starting Price $39 Per User, Per Month Starting Price $795 Per User, Per Year Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.6 (561) Ease Of Use 4.5 (1,800) Value For Money 4.5 (321) Value For Money 4.5 (1,648) Customer Service 4.6 (516) Customer Service 4.5 (1,644) ## SolarWinds Service Desk alternatives [4.6 (779)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [4.5 (521)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.4 (4,088)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.4 (234)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/alternatives/) ## FAQs about SolarWinds Service Desk Overview ### What problems does SolarWinds Service Desk solve? SolarWinds Service Desk solves scattered ticketing, disconnected asset records, and manual service workflows by combining incidents, requests, changes, knowledge, and inventory in one cloud platform. IT teams, service desk managers, operations staff, HR, and finance benefit from faster onboarding, clearer ownership, simpler remote support, stronger SLA tracking, and audit-ready reporting. Answer based on 329 reviews Overview ### Which roles and teams benefit most from SolarWinds Service Desk? SolarWinds Service Desk is most used by IT managers, directors, and CIOs overseeing service delivery, asset visibility, and support performance. Systems administrators, engineers, and technicians rely on it for ticket resolution, incident tracking, and device management, while service desk and support teams use it to standardize requests, automate workflows, and improve response times. Answer based on 487 reviews Talk to an expert ### More questions? Ask our experts Overview ### What company size and industries is SolarWinds Service Desk built for? SolarWinds Service Desk is suited for companies of any size, with reviewer use concentrated in small businesses at 40% and Information Technology and Services at 14%. It also serves midsize businesses at 34% and enterprises at 26%, with notable adoption in Computer Software at 11% and Retail at 5%. Answer based on 577 reviews Features and Usability ### What are the key features of SolarWinds Service Desk? SolarWinds Service Desk includes core ITSM features like ticket management, incident, problem, and change management, plus a self-service portal with knowledge base and service catalog. Differentiating features include IT asset management with automated discovery, contract and license tracking, workflow automation, SLA management, reporting, and API integrations. Answer based on 250 reviews Pricing ### How much does it cost and what fees or limitations are included? SolarWinds Service Desk starts at $39/user/month for Essentials, with Advanced at 99 and Premier at 124; a free trial is available. Reviewers often call pricing reasonable and flexible, especially for small or midsize teams, but some say costs rise with more administrators or feel high for nonprofits and smaller businesses. Answer based on 84 reviews Integrations ### Which third-party tools and platforms does SolarWinds Service Desk integrate with? SolarWinds Service Desk integrates with Microsoft Entra ID, SolarWinds Patch Manager, and Zendesk Suite, plus over 30 integrations overall. Catalog options also include Jira, Google Drive, Gmail, Dropbox, and Microsoft Azure, covering identity management, ticketing, cloud storage, email, and IT operations. Answer based on 29 reviews Getting Started and Support ### How easy is it to onboard and train a team on SolarWinds Service Desk? SolarWinds Service Desk is generally quick to onboard, with an interface that most support staff and other slightly tech-savvy users learn with very little training. Training is available through in-person sessions, live online classes, webinars, documentation, and videos. Admins typically need more time to configure workflows, roles, and automation. Answer based on 31 reviews Getting Started and Support ### What customer support options does SolarWinds Service Desk offer, and how do users rate the experience? SolarWinds Service Desk offers Email/Help Desk, FAQ/Forum, Knowledge Base, Phone Support, 24/7 Live Rep, and Chat. Users generally describe support as fast, responsive, and helpful during setup and troubleshooting, with quick fixes and active forums. Some report occasional slower chat replies, uneven guidance, and outdated help articles. Answer based on 250 reviews Security ### How does SolarWinds Service Desk handle data security and access control? SolarWinds Service Desk uses role- and group-based permissions, Active Directory integration, SAML2 single sign-on, and asset monitoring to track patches, security updates, unauthorized activity, and unlicensed software. It also supports risk detection and license visibility. Some reviewers say permissions can feel complicated, less robust, or difficult to configure, especially in the mobile app. Answer based on 15 reviews ## Features AI summary Based on 5,070 Help Desk reviews Capterra data shows that buyers of help desk software rank the following features as their top priorities: - **Ticket Management** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**39%**) - **Service Level Agreement (SLA) Management** (**38%**) SolarWinds Service Desk includes all three features buyers value most: **Ticket Management**, **Real-Time Notifications**, and **Service Level Agreement (SLA) Management**. Together, these capabilities help businesses organize support requests, keep teams updated as issues change, and track response commitments more effectively, allowing teams to deliver more consistent service and resolve problems faster. Ticket Management 4.6 (52) 63.46% of 52 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Real-Time Notifications 4.4 (24) 58.33% of 24 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Service Level Agreement (SLA) Management 4.4 (15) 73.33% of 15 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Access Controls/Permissions 4.3 (16) 56.25% of 16 reviewers that rated this feature as important or highly important Define levels of authorization for access to specific files or systems Reporting/Analytics 3.9 (17) 64.71% of 17 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Alerts/Escalation 4.5 (26) 53.85% of 26 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request SolarWinds Service Desk 191 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Active Directory Integration: Integrates with Active Directory - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - Ad hoc Reporting: Generate one-off reports that meet information requirements - AI Summarization: Uses AI to condense large amounts of text, audio, or video data into a coherent form - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - API: Application programming interface that allows for integration with other systems/databases - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Assignment Management: Assign issues and tasks based on availability or required skills - Audit Management: Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws - Audit Trail: A record of all activities within the system, including user access, changes made, etc. - Automated Responses: Automatic reply functionality for incoming messages - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Autoresponders: Create and automatically send premade copy in response to customer messages - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Barcode/Ticket Scanning: Scan barcodes to ensure accurate pricing and label tracking - Benchmarking: Compare key metrics for the business against prominent players in the industry - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Capacity Management: Monitor service demand and performance to plan for adequate resources that meet business needs - Catalog Management: Create and manage digital catalog of products/services with their details, specifications, and price - Categorization/Grouping: Organize and group data or items based on various criteria - Change Management: Track and monitor efficient handling of all changes/transitions - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - CMDB: Configuration Management Database - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Commenting/Notes: Leave comments and notes on documents for others to view - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Compliance Tracking: Track and report regulatory data to either internal management or external stakeholders - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Content Library: Centralized repository to store content and assets - Content Management: Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving - Contract/License Management: Track, store, and access client contracts or licenses - Cost Tracking: Process to track, record, and analyze expenses that occurred over the entire duration of a given project - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Portal: A website or login for customers to access information - Customer Support: Provide online support for your customers through live chat or help desk functionality - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Dashboard Creation: Creation and customization of dashboards - Data Import/Export: Import and export data to and from software applications - Data Mapping: Track the management and flow of data throughout the organization - Data Security: Protect sensitive data for digital privacy - Data Visualization: Graphical representation of data - Decision Support: Tools that provide relevant information at specific times to support judgments and courses of action - Device Auto Discovery: Automatically scan the network for devices and take pre-defined actions upon discovery - Document Management: Store, manage, and track all electronic documents in a centralized location - Document Storage: Store and organize documents in a centralized system - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Drag & Drop Editor: Editing tool that allows users to drag and drop images, icons, widgets, or other components - Email Alerts: Receive and/or send email notifications for urgent updates, requests, or other information - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - Fixed Asset Management: Centralized database to track details of fixed assets such as depreciation and maintenance scheduling/history - Forms Management: Store, manage and track all forms in a centralized location - Full Text Search: Search for specific words or phrases within a document or database - Generative AI: Use AI to generate content in the form of text, images, videos, etc. - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Historical Reporting: Information, data and reports that are being tracked over time - Impact Management: Analysis of impact/effect on IT services and other business processes - Inbox Management: Organize, prioritize, and manage incoming communications - Incident Management: Manage and track all disruptions and incidents - Incident Reporting: Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site - Interaction Tracking: Track interaction history by documenting conversations for contacts - Internal Controls Management: Ensure internal objectives and compliance with policies are met - Inventory Control: Monitor product stock levels - Inventory Management: Track and manage inventory levels to maintain proper supply - Inventory Tracking: Track and monitor inventory items, such as raw materials, unfinished goods, and ready-to-sell items - Investigation Management: Oversee people and resources to carry out an investigation - Issue Auditing: Inspecting the issue resolution process for compliance with related systems and regulatory guidelines - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - Issue Scheduling: Schedule and assign issue completion dates and/or times - Issue Tracking: Record and follow the progress of every issue - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - IT Asset Tracking: Monitor the movement of one or more IT assets throughout the organization - IT Incident Management: Manage incidents related to outages or breaches in functionality of IT systems - IT Reporting: Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more - IT Risk Management: Manage risks related to IT systems - Key Performance Indicators: Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Language Detection: Identify different languages - License Inventory: Manage license files and packages purchased in a centralized repository - License Management: Track and organize the number of licenses available to the organization - License Tracking: Maintains a history of customer licenses - Live Chat: Ability to chat online in real time - Localization Automation: Adapt content to display differently based on viewer location - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Maintenance Management: Manage, maintain and track the performance of assets and equipment - Maintenance Scheduling: Schedule predetermined or ad hoc maintenance services and labor requests - Mobile Access: Access software remotely via mobile devices - Mobile Alerts: Notifications via mobile devices - Mobile App: Access the system via a mobile application - Mobile Interface: A way of interacting with a mobile application using items such as windows, icons, and menus - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Currency: Manage and handle various international currencies - Multi-Language: Manage and support multiple languages - Node Management: Allows the software to be used on a particular computer - Operational Risk Management: Manage risk that occurs from systems failure or inadequate processes - Order Tracking: Track orders throughout the fulfillment process - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Performance Monitoring: Monitoring and measurement of relevant metrics to assess the performance of IT resources - Personalization and Recommendation: Generative AI models can create personalized recommendations for users based on their preferences and behavior. - Policy Management: Create, manage, and track policies and procedures within an organization - Predictive Analytics: Predict future data based on historical data sets - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Procurement Management: Organize and manage all processes/procedures involved in purchasing goods and/or services - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Projections: Estimate or forecast of a future scenario based on the study of present trends - Purchase Order Management: Create, send, and track purchase orders and their statuses - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Quotes/Estimates: Generate quotes or estimates for customers - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Real-Time Updates: Receive system updates as soon as any changes are made - Receiving: Manage all receiving processes within a warehouse - Recurring Issues: Set an issue to repeat - Relationship Mapping: Creating relationships between different IT assets to define their status and dependencies in a network - Release & Deployment: Planning, coordinating, and executing the deployment of software or system changes into a live or production environment - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Reminders: Timed notification for any upcoming task, deadline, appointment, or activity - Remote Access/Control: Access work applications remotely, for when working away from the office and/or traveling - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Requisition Management: Review, approve and cancel requests for goods/services to be purchased - Resource Allocation & Planning: Assign available resources (human and/or non-human) to various projects and tasks - Rich Text Editor: Input different types of content and edit text formats, fonts, font sizes, and colors - Risk Analysis: Analyze potential risks across the organization - Risk Assessment: Initiate collection and analysis of known risks - Risk Reporting: Reporting of risks associated with specific actions, events, or entities - Risk Scoring: Assess and score risks using risk matrices - Role-Based Permissions: Set & manage permission levels based on user roles and restrict access to only authorized individuals - Rules-Based Workflow: Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work - Scheduled/Automated Reports: Set a time to generate routine reports automatically - Search: Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Secure Data Storage: Securely stores data to prevent data loss or breaches - Security Tools: Includes firewalls, intrusion detection, and network-based antivirus programs to provide security against online threats - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service History: Track work performed and resources used for past customers, sites, or assets - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Service Request Management: Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more - Single Sign On: Allow users to access multiple services after entering their login credentials once - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Spend Analysis: Review and uncover trends in spending activity - Spend Management: Track the amount of money spent on a certain product or with a certain supplier - SSL Security: Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access - Status Tracking: Track the status over time for a request, process, asset, or transaction - Subscription Management: Process of managing customer subscription lifecycle for a recurring service or a product - Supplier Management: Manage all supplier data and operations - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Task Management: Create, manage and track all task activities and progression - Task Progress Tracking: Track the status and progress of tasks - Templates: Sample files or documents that could be customized as needed or used as is - Text Editing: Edit text as needed - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Usage Tracking/Analytics: Track and interpret metrics on the usage of company resources - User Management: Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks - Vendor Management: Ability to track and store all vendor-related information, such as contacts, services offered, terms, etc. - Web Notifications: Set-up notifications and alerts for web browsers and apps. - Widgets: An extended application or connector that enables users to perform additional services with their current set of tools - Wiki: An informational database that allows users to add, delete, or revise content - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workflow Management: Create, design and manage workflows for repetitive tasks - WYSIWYG Editor: What You See Is What You Get is a no-code tool that allows users to create and edit content using a visual interface --- Get Advice We can help you find the software with the features you need. Features 4.4 (399) 4.4 Based on 399 reviews ## Pricing Value for money 4.5 (321) Free Trial [View pricing plan details](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/pricing/) Essentials $39.00 Per User,Per Month It includes: - Incident Management - Knowledge Base - Service Portal - Asset Management - Service Catalog - Change Management - Service Level Agreement (SLA) - Groups - Custom Roles - Internationalization - Multi-Factor Authentication (MFA) - Real time 24/7 Live Chat Support - Light & Dark Mode Advanced $99.00 Per User,Per Month It includes: - Custom Fields and Forms - Advanced Automations - Runbooks - Virtual Agent - Enterprise Service Management (ESM) - Network Discovery - Contract Management - License Compliance - Change Templates & Workflows - Response Templates - Scheduled Reports - Audit History - Data Masking - API Access - Chat, Phone and Email support from a Customer Success Team Premier $124.00 Per User,Per Month It includes: - Visual CMDB and Dependency Mapping - Up to 1,500 API calls per user per minute - Runbooks - SolarWinds AI (GenAI) - Virtual Agent – Premier - Data Masking — Premier Value for money 4.5 (321) 4.5 Based on 321 reviews ## Integrations [ Google Drive](https://www.capterra.com/p/161425/Drive/)[ Slack](https://www.capterra.com/p/135003/Slack/)[ Dropbox](https://www.capterra.com/p/143068/Dropbox-Business/)[ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ Gmail](https://www.capterra.com/p/202338/Gmail/)[ TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (516) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (516) 4.6 Based on 516 reviews ## User reviews Overall rating 4.6 Based on 577 reviews Filter by rating 5(346) 4(210) 3(19) 2(1) 1(1) Mentioned topic Sorted by most recent AN Anonymous User Owner Director of Business Development Information Technology and Services ### "How did I like using Solar Winds Desk" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 December 10, 2025 The overall experience was decent. The user interface was smooth and easy to use and made the experience intuitive. Pros I most liked the ease of use and the user interface was very intuitive. The dashboard made it easy to navigate and use. Cons The biggest issue was the cost per device. The other downfall is the invoicing module was primitive and did not include a recurring feature. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. KP Katrina P. IT Analyst Information Technology and Services ### "SolarWinds Review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 10, 2025 I have had a good experience with this application so far. It has made my job easier and more efficient. Pros It allows you to view all of your services in one convenient location and provides real time updates. Cons I do not dislike anything. I find this software to find convenient and easy to use. It is also very secure. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Jesse Z. Software Engineer Computer Software ### "Great IT Support App For Technicians" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 0.0 0.0 Likelihood to Recommend 8/10 August 20, 2025 Pros I personally like how it is easy to view helpdesk tickets, update them, and then close them. Additionally, having a feature where you can search for users in your organization and the ticket history for them is a true bonus. Cons The UI is not very user friendly. Additionally, there isn't a mobile app for IT support technicians, which would be helpful since many techs work outside of an office space. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RR Richard R. IT Manager Real Estate ### "Solarwinds enabling Service Delivery to Excel" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 9/10 July 1, 2025 Great product, finally working as we want, initial teething problems, but overall it works really well, integrated with all teams across different continents, with the abilit to hand off tickets seamlessy. Pros Custom attributes assist with multi-faceted teams, SLA, and Service management designed with a Service Desk that manages with Value. Compared to other tools, it excels and allows a full overview of all teams using the desk with interactive dashboards to assist the Management team. Cons Some elements require a lot of thought, Service Catalogs, but overall, an OOB experience that did not hinder progress to launch the new desk. Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) More capable product, slicker interface, more in lien with managment reporting and interactive dashboards Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. GF Gabriel F. IT Intern Electrical/Electronic Manufacturing ### "Flexible UI" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 March 4, 2025 Overall it was a good experience and user friendly Pros Knowledge Base Article Access can be Customized Cons Domain management requires the enterprise plan Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AB aaron B. Administrator Retail ### "SolarWinds Review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 1.0 1.0 Likelihood to Recommend 7/10 December 18, 2024 Pros accuracy of timeline and real time viewing Cons no actual call support to troubleshoot or actual real person to explain or breakdown a solution to any issues at hand Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RS Rasheed S. System Support Technician Retail ### "System Support Tehnician" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 1.0 1.0 Likelihood to Recommend 6/10 December 16, 2024 My overall experience has been good with the application due to the multiple networks i monitor on a day to day basis which make it easy to preempt issues. Pros Easy access to monitoring multiple networks Cons Lack of technical support to direct comments, questions or query's to Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Owner Information Technology and Services ### "Streamlining IT Support for Small Businesses" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 May 25, 2024 Pros SolarWinds Service Desk has significantly improved my small business's IT management by providing a user-friendly platform for addressing and resolving issues. The easy-to-use platform allows me to quickly track tickets, and automate repetitive tasks, saving me time and effort. The software integrates well with other tools, and the insightful reports help me stay informed about my team's performance and make data-driven decisions to improve our service delivery. Cons SolarWinds Service Desk's advanced features require some learning, dedicate time to explore its capabilities. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SE Samuel E. Database administrator Warehousing ### "Great Product." 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 May 8, 2024 Pros Ease of use and good value for money as well. Cons Some SolarWinds products may be resource-intensive, requiring significant hardware resources and system resources to run effectively. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AS Assi S. Application Developer Information Technology and Services ### "Handling IT Issues Easily " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 February 22, 2024 Pros From asset tracking to IT management, this tool has all we need The deployment process is quite straightforward and the customer support is amazing. Cons Quite helpful and no worthy complaints to list. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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