SolarWinds Service Desk 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

SolarWinds Service Desk

4.6

(577)

Pricing

Starting at $39.00 per month

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-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.

SolarWinds Service Desk Screenshots

SolarWinds Service Desk Pricing and Plans

Starting price: $39.00 per month

Free Trial

Free Version

Essentials

$39.00

per user, per month

Plan includes:

Incident Management
Knowledge Base
Service Portal
Asset Management
Service Catalog
Change Management
Service Level Agreement (SLA)
Groups
Custom Roles
Internationalization

Advanced

$79.00

per user, per month

Plan includes:

Custom Fields and Forms
Advanced Automations
Virtual Agent
Network Discovery
Enterprise Service Management (ESM)
Contract Management
License Compliance
Change Templates & Workflows
Response Templates
Scheduled Reports

Premier

$99.00

per user, per month

Plan 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
Advanced Support

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SolarWinds Service Desk Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of SolarWinds Service Desk
Active Directory Integration
Activity Tracking
Ad hoc Reporting
AI/Machine Learning
AI Summarization
Alerts/Notifications
Analytics
API
Approval Process Control
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Automated Responses
Autoresponders
Availability Management
Barcode/Ticket Scanning
Benchmarking
Call Center Management
Capacity Management
Catalog Management
Categorization/Grouping
Change Management
Chatbot
Chat/Messaging
Client Portal
CMDB
Commenting/Notes
Communication Management
Compliance Management
Compliance Tracking
Configurable Workflow
Configuration Management
Content Library
Content Management
Contract/License Management
Cost Tracking
CRM
Customer Database
Customer Portal
Customer Support
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Dashboard Creation
Data Import/Export
Data Mapping
Data Security
Data Visualization
Decision Support
Device Auto Discovery
Document Management
Document Storage
Drag & Drop
Drag & Drop Editor
Email Alerts
Email Management
Email Templates
Feedback Management
Fixed Asset Management
Forms Management
Full Text Search
Generative AI
Help Desk Management
Historical Reporting
Impact Management
Inbox Management
Incident Management
Incident Reporting
Interaction Tracking
Internal Controls Management
Inventory Control
Inventory Management
Inventory Tracking
Investigation Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
IT Asset Management
IT Asset Tracking
IT Incident Management
IT Reporting
IT Risk Management
Key Performance Indicators
Knowledge Base Management
Knowledge Management
Language Detection
License Inventory
License Management
License Tracking
Live Chat
Localization Automation
Maintenance Management
Maintenance Scheduling
Mobile Access
Mobile Alerts
Mobile App
Mobile Interface
Monitoring
Multi-Currency
Multi-Language
Node Management
Online Forums
Operational Risk Management
Order Tracking
Performance Metrics
Performance Monitoring
Personalization and Recommendation
Policy Management
Predictive Analytics
Prioritization
Problem Management
Process/Workflow Automation
Procurement Management
Projections
Project Management
Purchase Order Management
Queue Management
Quotes/Estimates
Real-Time Analytics
Real-Time Chat
Real-Time Data
Real-Time Monitoring
Real-Time Reporting
Real-Time Updates
Receiving
Recurring Issues
Relationship Mapping
Release & Deployment
Release Management
Reminders
Remote Access/Control
Reporting & Statistics
Request Assignment
Requisition Management
Resource Allocation & Planning
Rich Text Editor
Risk Analysis
Risk Assessment
Risk Reporting
Risk Scoring
Role-Based Permissions
Rules-Based Workflow
Scheduled/Automated Reports
Search
Search/Filter
Secure Data Storage
Security Tools
Service Catalog
Service History
Service Reporting
Service Request Management
Single Sign On
Social Media Integration
Spend Analysis
Spend Management
SSL Security
Status Tracking
Subscription Management
Supplier Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Task Progress Tracking
Templates
Text Editing
Third-Party Integrations
Ticket Management
Usage Tracking/Analytics
User Management
Vendor Management
Web Notifications
Widgets
Wiki
WYSIWYG Editor

SolarWinds Service Desk Integrations

Dropbox Business

Zapier

LogMeIn Rescue

Okta

Slack

Zendesk Suite

See all 25 integrations

SolarWinds Service Desk User Reviews

Overall Rating

4.6

Ratings Breakdown

63%

33%

Secondary Ratings

Ease of Use

4.6

Value for money

4.5

Customer support

4.6

Functionality

4.4

Hossam S.

Verified reviewer

Retail

10000+ employees

Used daily for more than 2 years

Review source

Reviewed August 2021

Hossam's SolarWinds Service Desk Review

My overall experience with SolarWinds is very positive, although we have switched to another system due to budget issues, yet i still prefer it.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

SolarWinds Service Desk is easy to use & what i like most about it is its dashboard customization feature, as i can be able to monitor my team's ticket status all day long, without having to look into the tickets of other teams, and being SolarWinds, it gives me the ability to view it in appealing charts, and reporting & notification is well maintained.

Cons:

The least i like about it is its cost in relative to other ticketing systems in the market.

Reasons for choosing SolarWinds Service Desk

Because we are already using SolarWinds Network monitoring tools, so it makes life easier to use the products of the same vendor in terms of integration & ease of use.

Misty V.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for less than 2 years

Review source

Reviewed January 2024

Prefect system for the right business structure

This is prefect product for my company and I am very happy with the software and I’m not looking to change any time soon.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Being a IT services company with multiple clients and different networks and tenants. Helps cut down my task and admin duties in half.

Cons:

The price is high compared to other options but the integrations it offers is worth it to my business structure.

Reasons for choosing SolarWinds Service Desk

I had used solar winds as a technician for a corporate company and really liked it.

Reasons for switching to SolarWinds Service Desk

Zendesk was not what I was looking for the dashboard and other things just isn’t well organized.

Scott S.

Verified reviewer

Broadcast Media

1001-5000 employees

Used unspecified for more than 2 years

Review source

Reviewed October 2019

Great Interface - Still Room for Improvement

Previously 5

We have reduced email congestion for our team and streamlined ticket requests for our media services department.

Ratings Breakdown

Ease of use

Value for money

Previously 5

Customer support

Previously 5

Functionality

Previously 5

Pros:

The interface is incredibly easy to use. You can very quickly assign and respond to jobs, and make sure there is no doubling up on jobs. The mobile app also works quite well compared to others I've seen.

Cons:

The software is really tailored for an IT department, and the company has been unable/unwilling to broaden their focus.

Reasons for choosing SolarWinds Service Desk

We thought the interface was the cleanest, easiest, and most responsive

Shayla B.

Verified reviewer

Internet

1001-5000 employees

Used weekly for more than 2 years

Review source

Reviewed February 2023

The tool is fantastic for managing incidents

For IT issue management, change management, and software purchase approvals, we utilize SWSD. Users may see where their requests stand in the IT department's queue, and the department as a whole can stay organized.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

This incident management software is a tried-and-true classic, with a user interface that's friendly to both IT pros and regular folks. It serves our purposes without overwhelming us with extra features we won't need.

Cons:

More views, like a tiled one, might be helpful for examining incidents or shifts. At this time, just a bulleted list is accessible. More dashboard widgets would be welcome, too.

Reasons for switching to SolarWinds Service Desk

The service request tracking solution must be adaptable enough to be used in other areas of the company. Our robust application programming interface (API) allows us to extend the functionality of the product in ways that were not originally envisioned.

Dillon K.

Verified reviewer

Environmental Services

501-1000 employees

Used daily for less than 12 months

Review source

Reviewed 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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons for switching to SolarWinds Service Desk

We needed a friendlier GUI with more User integration.

Dan H.

Verified reviewer

Renewables & Environment

51-200 employees

Used daily for more than 2 years

Review source

Reviewed March 2023

On-Premise product thatrequires some hefty configuration

We needed a product that did not cost much and would obey ITIL standards.The tool does the above, but it requires vast knowledge on how to set up, admin and implement changes.The end users seemed to go along with the tool, but when basic changes needed to be made, you always looked for the one person who knew how the original setup was done, as it was the only way of making the changes safely.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like the securityI like the interfaceI think it's a fairly good value as we bought a perpetual license.ROI is fairly good.

Cons:

It is hard to configure, relying on the command line to do many things and not easy to train admin users on administrating this tool.

Reasons for choosing SolarWinds Service Desk

It was cost-effective for what we needed and the size of our user base.

Asim M.

Verified reviewer

Non-Profit Organization Management

51-200 employees

Used daily for less than 2 years

Reviewed October 2020

Excellent ITSM tool

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Ease of use and customisation. Customer services

Cons:

Reporting is limited. Even customisation in reporting is limited

Reasons for choosing SolarWinds Service Desk

Price, Ease of use and customisation, Customer services

Reasons for switching to SolarWinds Service Desk

Price and lack of ITIL support

Jeffrey J.

Verified reviewer

Utilities

201-500 employees

Used daily for less than 6 months

Reviewed 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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons for switching to SolarWinds Service Desk

The previous software was pretty clunky, having to go to several different screens to make different updates on the same ticket. With Service Desk, I can make many of those changes without even having to open the the ticket itself.

Brett H.

Verified reviewer

Retail

501-1000 employees

Used daily for less than 6 months

Review source

Reviewed October 2019

Great Cloud Service with Many Features, Expensive for the Full Version

Incident, problem, and change management are all extremely easy to set up and begin using due to the cloud-hosted nature of the product. As it is fully web-based, low-level training is not required for techs or users.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easy to deploy as it is a cloud-based system. Initial setup requires low effort and detail. Branding is easy to apply, functionality is easy to test out of the gate.

Cons:

Information on asset discovery, connections, and scanners feels lacking. Connecting to SCCM via the database has very little information, and after a month of attempts, it is not functional. Support has been a bit slow on response when inquiring regarding this issue, even after purchase.

Reasons for choosing SolarWinds Service Desk

Functionality, especially with knowledge base management and self-service portal, is much better. The integrations with other systems promised also allows for much more expansion possibilities in the future.

Reasons for switching to SolarWinds Service Desk

The previous system was not set up or deployed correctly or completely within our company.

Verified

Reviewer

Higher Education

501-1000 employees

Used daily for less than 2 years

Reviewed October 2020

Practically Perfect in Every Way