About SolarWinds Service Desk

SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses respond to service requests in a timely manner, resulting in improved support.

SolarWinds Service Desk is a cloud-based software offered for an annual subscription. In the system, users can manage service tickets and company assets. It also works on the go from any smartphone or tablet equipped with a web browser.

SolarWinds Service Desk integrates with other applications, including Google Apps, Salesforce.com, OneLogin and over 140 other applications. Users can submit service tickets through either email or the inbuilt self...


Read More

Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

501 Reviews of SolarWinds Service Desk

Average User Ratings

Overall

4.59 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(303)

303

4 stars

(181)

181

3 stars

(16)

16

2 stars

(0)

0

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 501 results

August 2018

Patrick from Celldex Therapeutics

Verified Reviewer

Company Size: 51-200 employees

Industry: Biotechnology

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

August 2018

Samanage is an easy to use solution that makes my life so much easier

We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is perfect and easy to use which enables users to understand the problem and submit tickets!

Pros

The ease of use. The system allows the natural flow of tickets into problems, problems into changes and the audit trail is perfect for our validation/qa friends. We love that the API is easy to intergrate and have pulled in our sharepoint system with the API to automate tasks like account creation/separation.

Cons

The system could uses a few tweaks but I think this is just growing pains. The Samanage team has been straightforward with what they are implementing and changes are being released consistently. Over the past two years of having the system, I can say the updates are wonderful and truly address issues. Not purely cosmetic.

December 2019

Dillon from HALEY AND ALDRICH INC

Company Size: 501-1,000 employees

Industry: Environmental Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

3.0

December 2019

Huge Upgrade

Overall experience with this product have been great so far. Our employees use this platform more than our last and they have also been able to find their own solutions more. I really love the support from the customer support a lot. The support is always right on top of any issues and I have experience very quick responses when I do need to contact them. A+ on customer support.

Pros

I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen.

Cons

We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work on one catalog item.

Reasons for Choosing SolarWinds Service Desk

Cost to features were a big plus. We got everything out of the box with Service Desk that we need currently.

September 2020

Jeffrey from New Braunfels Utilities

Company Size: 201-500 employees

Industry: Utilities

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2020

New to SolarWinds Service Desk--Perfect fit for us!

I am Super Happy with this software. I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.

Pros

Efficiency--There are so many things that can be updated from the main page that lists your incidents. Very easy to learn and to use.

Cons

Integration with Active Directory. We were able to setup Single Sign-On, but it wasn't as smooth as I would've liked. But it does work, so it's not really a con, just the complexity of it was a little more than the rest of the setup.

Reasons for Choosing SolarWinds Service Desk

Overall, the user interface just seemed easier to navigate. The price was also better than the alternatives. All around, I just had a really good feeling about this software from the beginning. I actually chose this over the software that I had recommended initially.

October 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

3.0

Functionality

4.0

October 2018

Good Out-Of-Box product for small, scalable team

We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.

Pros

I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.

Cons

There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.

September 2020

Andrew from 360 Mortgage Group

Verified Reviewer

Company Size: 51-200 employees

Industry: Financial Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Functionality

5.0

September 2020

Powerful, complex system

We utilize this as our master repository for IT Operations.

Pros

Integrated service desk, issue tracking, inventory (software and hardware) management, and change management.

Cons

It's pretty complex. I would really like to see better end-user / admin training available to fully capitalize on all the features.