I love the asset integration and that it can pull warranty info ... that's huge. I liked the cost of it great bang for the buck.

Great product, easy to use for the tech and the client.

Sometimes the agent will report software that no longer exists on the device. This can cause some inaccuracies.

No option to automatically change a ticket’s status when an agent responds. Complicated groups and permissions.

Amazing Tool Kit for Management & Monitoring of Service Desk.

The integration between service and asset management is seamless and easy. The pricing is very reasonable for the benefit that we receive.

I haven't really found anything I dislike. Our previous solution was that bad.

I really appreciate the ability to organize columns in my ticket queue according to my preferences.

The program expedites the process, makes it smooth and efficient. Really great value for the money.

I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts.

I like how easy it was to setup the workflow needed for the service desk to function. I did not have too many issues with creating tickets.

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 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.

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.

Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.

Very happy and know i made the best decision purchasing this tool for our organization.

It has a clean, easy to use, and intuitive interface. We have only scratched the surface of what it can do.

The API provided is very intuitive and has allowed us to interface in to other system we use. I would be happy to recommend Sam for the ease of use and functionary of the system.

Easy to use service desk, with many great features.

There are no way to properly federate departments with the current state.

Easy to use, great to create/track/monitor support tickets.

Their customer support is top tier and their change management workflow is one of the best I've seen.

There hasn’t been anything for us to dislike about the product.

This makes ticket flow a little difficult to work with.

We feel we get excellent value for money with this product.

In addition, it is possible to retrieve the correct data from TOPdesk. Furthermore, the TOPdesk developers are continuously working on improving the product.

TOPdesk is a quality solution, supported by quality people and at a very affordable price.

Very specific pointed towards the IT world, such as for a printer defect. But not the ideal solution for a more general type of ITSM application.

No drag and drop for adding files to incidents.

We currently use Incident, Problem, Change and Operations Management successfully and are very excited about continuing to improve our processes with such a knowledgeable partner at our side.

TOPdesk is a good placeholder for tracking and maintaining customer updates & items in process.

Form designer is a bit limited and the advanced custom form development tool is difficult to use. A couple of elements of the product still need to be administered via an external tool.

TOPdesk is very easy to use. The software is full of useful functionalities.

Everything you need voor your incident, change and problem processes.

This prompted our work to be postponed for a couple of weeks. Months after, we sometimes have stimuli that just don't work well.

Changes are therefore made in no time. You also have the option to generate reports.

Wise to ask for a demo to help you decide, which is the best for your requirements.

Finally, I love the fact that the search feature is very dynamic and very fast which enables analysts to search very quick for a ticket.

The restriction to just 2 levels of an item. E.g. Main and Sub Category, Branch and Sub Branch.

TOPdesk has been a great asset enabling us to improve our customer service.

The customer support is excellent. The API enables you to build incorporations into other tools without dependence on marketplace applications.

The creation of tickets and the overal feel of topdesk isn't too difficult. Also the automatic importing of mails is a nice feature.

It helps businesses offer the best services to their consumers.

The worst part about topdesk, is learning how to use it.

Very good work done by TOPdesk leaves me in no doubt that it is one of the best companies currently in the field of help desks.

The User Interface with both self-service terminals and the manager portals is new, and we also like how recommended information articles appear instantly when an event happens.

One weakness, developing workflow-based email prompts is very complicated and time taking. Our implementation representative also had a rough time setting it up the trigger points to deal with.

This was a very big jump from our previous Service Desk management tool. It is very fast, has many features, is easy to use and has many different escalation routes.

The API provides an easy way for bulk updates to items in TopDesk to be applied.

It provides spectacular functions that allow you easily customizable construction. The interface is very intuitive.

It is probably best suited for smaller companies without a need to advanced routing. TOPdesk looks to be continuing to develop more modules.

This has been a great innovation and development. Great customer support, which is really important.

From 1st visit to build to launch everything was so professional. Everyone I spoke to was an excellent ambassador for the company.

Easy to use and gets you a clear overview over support cases.

No 24hr clock when regional setting is set to GMT.

The deadline function is also super helpful as it allows you to see when something needs to be seen to urgently.

The support team encourage you to adapt the system to complete new activities they have not as of yet thought of. The API and flows support built in by default make this a very powerful system.

The ability to have a self service portal and knowledge bases are great features we are building on a lot. The imeplementation was very good, straightforward, simple and no post implementation issues.

TopDesk is easy to use and easy to get other teams up and running using it. We also find it easy to admin.

US Dollar

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-service portal. The portal empowers users to search for a solution independently using the system's configurable knowledge base. Customers can also submit a new request and check on the status of a pending issue.



LongDescription

Support Ticket Management

Real-Time Analytics

Surveys & Feedback

Customizable Reports

Document Storage

Access Controls/Permissions

Activity Tracking

Customer Segmentation

IT Asset Management

Customer Service Analytics

Workflow Configuration

Contract/License Management

License Management

Active Directory Integration

Change Management

Single Sign On

Project Management

Rules-Based Workflow

Procurement Management

Knowledge Management

Categorization/Grouping

Scheduled/Automated Reports

Customizable Fields

Collaboration Tools

Automated Routing

Assignment Management

Call Center Management

Data Import/Export

Problem Management

Email Templates

Self Service Portal

Help Desk Management

Mobile Access

Cost Tracking

Dashboard Creation

Service Reporting

CMDB

Device Auto Discovery

Compliance Management

Real-Time Data

Performance Metrics

Service Catalog

Issue Scheduling

Maintenance Management

Multi-Channel Communication

Configuration Management

Role-Based Permissions

Client Portal

Real-Time Notifications

Workflow Management

Email Management

Ticket Management

Event Triggered Actions

Recurring Issues

Asset Tracking

Activity Dashboard

Alerts/Notifications

Knowledge Base Management

Network Monitoring

Real-Time Chat

Service Level Agreement (SLA) Management

Customizable Templates

Dashboard

Multi-Language

Audit Management

Alerts/Escalation

Real-Time Reporting

Customizable Branding

Asset Lifecycle Management

Compliance Tracking

Reporting/Analytics

Contact Database

Widgets

Monitoring

Prioritization

Relationship Mapping

Remote Access/Control

Supplier Management

Customizable Forms

Requisition Management

Incident Management

Drag & Drop

Autoresponders

Tagging

Issue Auditing

Online Forums

Maintenance Scheduling

Task Management

Release Management

Live Chat

Inventory Management

Data Mapping

Full Text Search

Customer Support

Team - $19
Business - $39
Professional - $69
Enterprise - $89

Pricing is per month, per agent. Contact SolarWinds to request a price quote.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

SolarWinds Service Desk

In Person

Live Online

Webinars

Documentation

Videos

Making service happen with TOPdesk
TOPdesk is an IT service management (ITSM) platform designed to help busy service teams at midsized businesses (250-5000 employees) regain control of their work and make service happen.  
TOPdesk believes in ‘think big, start small’. Low-effort, step-by-step service improvements will help you exceed customer expectations without any added pressure. It's why the TOPdesk platform is quick to set up and easy to tweak, with best practices and personal guidance from us to help you succeed. 

Taming service desk chaos
As a first step, TOPdesk brings calm to any overwhelmed service desk. We use best practices to set up the software and standardize processes like ticket management, asset management, change workflows, and knowledge management. 
With TOPdesk's features, your IT service desk staff can: 
- Keep track of assets within your organization
- Prioritize incoming tickets, and assign tasks automatically based on operator capacity 
- Increase transparency around ticket status
- Stay on top of your team's workload with customizable reports and dashboards
- Capture and share critical knowledge within the service desk and with end users
What's more, the Self-Service Portal enables end users to submit requests and read FAQs without having to contact the service desk, which frees up everyone's time. 

Breaking silos and improving collaboration
With less chaos at your service desk, you can focus on improving your service delivery even further. Because it's easy to expand TOPdesk to other service departments like HR or Facilities, you can improve collaboration and set up a shared service portal. This helps you break silos between service desks and enables a smoother customer experience.   

What will TOPdesk help you achieve? 
Improving your service delivery step by step, your service desk will:
-Stop firefighting and regain control of your ever-increasing workload.
-Improve communication and transparency with end users. 
-Be noticed and appreciated for your on-time, consistently great services. 
-Continue to meet expectations, find time for valuable service improvements, and help shape an organization where all employees can thrive.   

What makes TOPdesk's implementation and product support unique?
TOPdesk's platform is a standard solution, but flexible enough to personalize. Our in-house experts use best practices to set up the platform and optimize it around your specific situation. This unique approach means your service team can get started easily without having to reinvent the wheel. The software is simple and attractive, making it pleasant to use and quick to adopt within your organization.
With plenty of available integrations and an API, TOPdesk becomes part of your ecosystem and works seamlessly with your other tools. 
Once set up, TOPdesk remains an affordable solution. During implementation, you will receive training based on the ‘train-the-trainer' approach, empowering your team to easily adjust and maintain the tool without any help.  
With 25+ years' experience helping organizations like yours, our 900 in-house specialists in 11 countries are rooting for your success and just a phone call away. Product support is available from our local support agents 24/5, and consultants offer guidance every step of the way. You will also become part of the TOPdesk community of experts and peers,    here to share tips and tricks for service improvements, so you can continue to learn and grow. 
TOPdesk is available as SaaS and on-premises deployment. Licensing is flexible and subscription based. 



SolarWinds Service Desk vs TOPdesk

User Ratings & Reviews

Pricing

Product Demo & Screenshots

Advisor Recommendations & User Awards

Additional Info

Support and Training

Popular Comparisons