SolarWinds Service Desk 2026: Benefits, Features & Pricing

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Wondering if SolarWinds Service Desk is right for your organization?

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On this page

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

Jesse Z.

Verified reviewer

Computer Software

51-200 employees

Used daily for less than 6 months

Review source

Reviewed August 2025

Great IT Support App For Technicians

Ratings Breakdown

Ease of use

Functionality

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.

Richard R.

Verified reviewer

Real Estate

11-50 employees

Used daily for less than 2 years

Review source

Reviewed July 2025

Solarwinds enabling Service Delivery to Excel

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.

Ratings Breakdown

Ease of use

Value for money

Functionality

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.

Reasons for switching to SolarWinds Service Desk

More capable product, slicker interface, more in lien with managment reporting and interactive dashboards

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

Santiago L.

Verified reviewer

Education Management

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed August 2022

A review of solarwinds

It was my first help desk product and has been one of my favorites sense. Besides controller restrictions and how that can impeded closing a ticket, it worked great and, at its core, was a strong helpdesk product that removed the overbearing micromanagement you might see in other options.

Ratings Breakdown

Ease of use

Functionality

Pros:

There is no nonsense involved with this software. A lot of time feels like its lost in options that offer too much customization. You are able to distinctly view what your responsibilities are to your department and work from there.

Cons:

Its too simple. It makes for a cluttered looking interface, unfortunately. While this is no major problem, any lack of self-discipline can lead to a very messy ticket queue.

Katrina P.

Verified reviewer

Information Technology and Services

1001-5000 employees

Used weekly for less than 2 years

Review source

Reviewed November 2025

SolarWinds Review

I have had a good experience with this application so far. It has made my job easier and more efficient.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Lillian G.

Verified reviewer

Hospital & Health Care

10000+ employees

Used daily for less than 2 years

Review source

Reviewed August 2023

Solarwinds has an excellent ticketing system

It's been a long time since I last logged a help desk ticket. I think they've made some amazing improvements to their service, and now they can hold their own against JIRA and their entire suite.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Users can see where their requests are in the IT department's queue, and the department can stay organized. A revolutionary advance in Service Desk/Help Desk ticketing systems. Enabled IT support staff to generate user-specific support tickets with greater specificity. They all fulfilled different functions.

Cons:

The SolarWinds app did not provide the end user with many options to create their own ticket. We switched to local JIRA because it used to avoid self-service.

Reasons for switching to SolarWinds Service Desk

It is a proven incident management solution, familiar to both IT professionals and regular users. It's fully featured, doesn't waste our time with unnecessary extras, and gets the job done.

Sarah H.

Verified reviewer

Information Technology and Services

10000+ employees

Used daily for more than 2 years

Review source

Reviewed June 2022

An excellent tool for service management

For the most part, Solarwinds Service Desk is utilized for automating incident generation through integration and reducing the amount of human work required. Custom dashboards make it possible to see the weekly, monthly, and yearly trends in various types of tickets, such as incidents, requests, changes, and issues, and to perform analysis.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It offers a wide range of functions, such as incident tools and an employee support site. In addition, the user interface is simple and clear. To reassign requests, learn about what happened, and access the information you need is simple. I no longer have to worry about maintaining the backend systems. Instead of getting bogged down in making sure all systems are up-to-date, we can concentrate on our business and providing excellent customer support.

Cons:

When a ticket is being updated, the user is not informed that the ticket is in the process of being updated. Moreover, the fact that the search engine does not provide slack binding should be stressed more strongly. During the dynamic page refresh, the page becomes unresponsive.

Reasons for switching to SolarWinds Service Desk

Solarwinds is the best service desk software we have tested that has a very strict security policy, which includes all the layers involved in designing online applications. As a result of the product's simplicity of use, I was able to quickly set up multiple nodes and enable monitoring and alerts.

Krishna L.

Verified reviewer

Hospital & Health Care

5001-10000 employees

Used daily for more than 2 years

Review source

Reviewed May 2022

It is simple to implement, administer, and update

In my opinion, web-based program solutions are the way of the future, and SolarWinds is right there with them. I truly mean it when I say I'd want to switch to SolarWinds because of the ease with which everything can be done from a web browser.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like that we can measure time, open rates, add project and task users, and connect files to our projects and tasks. This is a must-have for me in my current position. It's a great way to stay on top of tasks. All task updates are sent to you in real time. Support and asset management use cases are at the bleeding edge of this technology here. An good solution that meets the majority of ITSM criteria is available.

Cons:

The task arrangement for submitting new tickets might be a little complicated at times. Most users won't be able to see or realize how much backend setup is required, thus someone has to do it or teach them.

Reasons for switching to SolarWinds Service Desk

My favorite feature of SolarWinds Service Desk is the dashboard customization option, which allows me to keep track of the ticket status of my team all day long without having to sift through the tickets of other teams. SolarWinds also allows me to view the data in visually appealing charts and maintains reporting and notification.

Sebastian P.

Verified reviewer

Information Technology and Services

51-200 employees

Used unspecified for unspecified

Review source

Reviewed November 2014

Nice User Interface, great customer service, ITIL based, awesome inventory management

For some organizations, selling the idea to have an ITSM can be difficult. They helped me to build the case and to sell the idea, they supported me in the whole process. Once they sold me the product, they showed an awesome customer service with very short turnaround time for each support request. They have a strong and active community, which is very important to share ideas and problems. The errors that I found were solved quickly and they also hear their users, by giving us the ability to push for ideas to include in the system. The inventory management is great in details and features.

Ratings Breakdown

Pros:

An awesome customer service and support, great asset management, nice UI, SLA management, service catalog, good reporting.

Cons:

SLAs could be more flexible, give the user the ability to create their own reports, improve the linux agent deployment.

Rasheed S.

Verified reviewer

Retail

51-200 employees

Used daily for less than 2 years

Review source

Reviewed December 2024

System Support Tehnician

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easy access to monitoring multiple networks

Cons:

Lack of technical support to direct comments, questions or query's to

Showing 1 - 10 of 577 Reviews

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