--- title: "SolarWinds Service Desk Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of SolarWinds Service Desk. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if SolarWinds Service Desk is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/samanage-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [SolarWinds Service Desk](https://www.softwareadvice.com/crm/samanage-profile/) / SolarWinds Service Desk Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/samanage-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/samanage-profile/alternatives/) # SolarWinds Service Desk User Reviews ## Reviews summary - Overall rating: 4.6/5 - Total reviews: 578 ### Secondary ratings - Ease of use: 4.6/5 - Customer support: 4.6/5 - Value for money: 4.5/5 - Functionality: 4.4/5 ### Rating distribution - 5 stars: 367 reviews (63%) - 4 stars: 191 reviews (33%) - 3 stars: 18 reviews (3%) - 2 stars: 1 reviews (0%) - 1 star: 1 reviews (0%) ### Most mentioned pros - 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. - 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. - The dashboard made it easy to navigate and use. ### Most mentioned cons - Lapses in chat response time and limited features for software management and SLA warning functions can pose challenges. - We were unable to come to a monetary agreement and went with another ITSM. - I was disappointed when I learnt it could not track configuration and compliance on AIX assets. ## SolarWinds Service Desk customer reviews Showing reviews 1-25 of 578 (page 1). ### How did I like using Solar Winds Desk - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: 3-5 years · daily - Reviewed: December 2025 - Review source details: This review was submitted organically. No incentive was offered The overall experience was decent. The user interface was smooth and easy to use and made the experience intuitive. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### 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. --- ### SolarWinds Review - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: 1-3 years · weekly - Reviewed: November 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Network Secuirty Specialist - Overall rating: 5/5 - Reviewed: November 2026 - Industry: Computer & Network Security - Company size: 11-50 employees The user-friendly nature of SolarWinds Service Desk enhances the overall experience for managing IT services. Regular updates and new features contribute to its effectiveness, despite some limitations in advanced customization. Full review available after login on Software Advice --- ### Verified reviewer - Overall rating: 5/5 - Reviewed: November 2026 - Industry: Hospitality - Company size: 51-200 employees The software is straightforward to use, which benefits both users and agents, ensuring a smooth experience. Despite its strengths, there are concerns regarding the reporting tools and the pricing structure for add-ons. Full review available after login on Software Advice --- ### Great Interface - Still Room for Improvement - Overall rating: 4/5 - Reviewer: Scott S. - Industry: Broadcast Media - Company size: 1001-5000 employees - Product usage: 3-5 years - Reviewed: October 2019 - Review source details: This review was submitted organically. No incentive was offered We have reduced email congestion for our team and streamlined ticket requests for our media services department. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 3/5 #### 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. --- ### Prefect system for the right business structure - Overall rating: 5/5 - Reviewer: Misty V. - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: 1-3 years · daily - Reviewed: January 2024 - Review source details: This review was submitted organically. No incentive was offered 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: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### 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. --- ### Expandable as you need it - Overall rating: 5/5 - Reviewer: Rusty c. - Industry: Higher Education - Company size: 1001-5000 employees - Product usage: 3-5 years · daily - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. This software has allowed us to track end user request for issues and see how the responses trend. It also allows us to track ongoing project with task etc. Though it is not a project managment software it does lend itself to easily manage small projects #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros easy to implement, easy to build your own knowledge base repository. Support is quick to respond. #### Cons Updates can be tricky, there is no "Test" environment to test if your data and configuration will work as you expect. So when they update you its trial by fire. Fortunately they have been pretty good about responding to any issues that have arisen. --- ### Huge Upgrade - Overall rating: 4/5 - Reviewer: Dillon K. - Industry: Environmental Services - Company size: 501-1000 employees - Product usage: less than 1 year · daily - Reviewed: December 2019 - Review source details: This reviewer was invited by the software vendor to submit an honest review. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 3/5 #### 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. --- ### Excellent ITSM tool - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Non-Profit Organization Management - Company size: 51-200 employees - Product usage: 1-3 years · daily - Reviewed: October 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Ease of use and customisation. Customer services #### Cons Reporting is limited. Even customisation in reporting is limited --- ### On-Premise product thatrequires some hefty configuration - Overall rating: 2/5 - Reviewer: Dan H. - Industry: Renewables & Environment - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: March 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 1/5 - Value for money: 5/5 - Customer support: 1/5 - Functionality: 4/5 #### 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. --- ### New to SolarWinds Service Desk--Perfect fit for us! - Overall rating: 5/5 - Reviewer: Jeffrey J. - Industry: Utilities - Company size: 201-500 employees - Product usage: less than 1 year · daily - Reviewed: September 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Amazing Tool Kit for Management & Monitoring of Service Desk. - Overall rating: 5/5 - Reviewer: Irfan Ahmed M. - Industry: Automotive - Company size: 1001-5000 employees - Product usage: 3-5 years · a few times a year - Reviewed: April 2021 - Review source details: This review was submitted organically. No incentive was offered Overall experience is very good before implementation of this solution we are using internally software for manage service desk and we had lot of issues. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Asset Management (Automate) Cloud base management Live chat #### Cons User interface not so good ( must improve this section ) Searching is not good improve it. --- ### SolarWinds Service Desk - Overall rating: 5/5 - Reviewer: Jodie K. - Industry: Higher Education - Company size: 501-1000 employees - Product usage: 3-5 years · daily - Reviewed: October 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros SolarWinds Service Desk is an intuitive, robust and dependable service management platform. It is cloud based (big plus) and continually has new feature/functionality roll outs. #### Cons The mobile app could use some work, it is a little cumbersome from a technician's stand point. --- ### Practically Perfect in Every Way - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Higher Education - Company size: 501-1000 employees - Product usage: 1-3 years · daily - Reviewed: October 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros It has a clean, easy to use, and intuitive interface. We have only scratched the surface of what it can do. #### Cons I haven't really found anything I dislike. Our previous solution was that bad. --- ### SolarWinds Review - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Retail - Company size: 51-200 employees - Product usage: 1-3 years · daily - Reviewed: December 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 1/5 - Functionality: 4/5 #### 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 --- ### Good Product for ITIL Best practices - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Banking - Company size: 201-500 employees - Product usage: 3-5 years · daily - Reviewed: October 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. I am the administrator of the application in my Managed Information Services department. I selected this product, deployed this product and administer this product and the setup and use of the product is intuitive and easy to master quickly. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The ease of creating automated workflows makes the product easy to use and creates efficiencies by automating mundane manual processes. Having the ability to work, escalate and integrate tickets all from a single pane of glass is also a good feature #### Cons Reporting is a downfall for a majority of apps these days. While some of this is mitigated through the ability to filter and export list results, more functionality in reporting is needed. --- ### Experience with MS Teams (Pending) - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: 3-5 years · daily - Reviewed: October 2022 - Review source details: This review was submitted organically. No incentive was offered Overall experience is amazing & I am loving this application. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I am using this application since last 2 years & I found that real time alert triggering & Search feature is superb. We can easily find any required data using this app if it is available in its database & if it is configured. #### Cons So far, I found no reason which I can share as a low-light for this app. Nothing which I can mention as a dwarback for this app. --- ### Solarwinds service desk used to monitor and manage our network infrastructure - Overall rating: 5/5 - Reviewer: Omkar S. - Industry: Computer Networking - Company size: 51-200 employees - Product usage: 1-3 years · daily - Reviewed: November 2023 - Review source details: This review was submitted organically. No incentive was offered Solarwinds service desk is used and responsible for solarwinds services like syslog and traps services etc. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros Solarwinds service desk is used to manage and handle our network entirely with its amazing alert generating features. #### Cons Nothing to be like least in solarwinds, it is best to manage and handle network alerts and if anything went wrong or any issue with our network devices it os generating alerts and alarms for the same. --- ### A Great product with even greater potential - Overall rating: 5/5 - Reviewer: Jada M. - Industry: Construction - Company size: 1001-5000 employees - Product usage: 1-3 years · daily - Reviewed: October 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, we have had a generally positive experience with Service Desk, we would just like to see them mature out more of their features #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros A few of the things that I like most about Service Desk is the ease of learning to use it. I was able to go from one ticket management system to this one in a single day of training and have had almost no issues in terms of knowledge gaps. Their customer support is top tier and their change management workflow is one of the best I've seen. #### Cons Reporting. By that I mean the lack of reports and reporting tools. It would be nice to be able to build out our own or create our own reports. A BI tool in this application would really put it over the top. --- ### Solarwinds servicedesk helps you service the customers - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: 1-3 years · daily - Reviewed: October 2022 - Review source details: This review was submitted organically. No incentive was offered Very happy! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Very easy and nice to see servicedesk system, good integration with other Solarwinds tools, remote acces works fine, CMDB, Solarwinds patchmanagement, remote control #### Cons In fact it's easy to use bit the price is a little it higher then some other tools. --- ### Nice UI, Awesome Customer Service, Fast evolution - Overall rating: 4/5 - Reviewer: Sebastian P. - Reviewed: November 2014 - Review source details: This review was submitted organically. No incentive was offered 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. Some Improvement Opportunities So far, some improvements opportunities that I see can be around the SLAs which could be more flexible (structured as Target->Action, there could be more for each of them), but is not really a problem. The reports could be more flexible by allowing the user to build his own reports, and scheduling the reports to be sent to specific users The asset agent deployment for linux is a bit tricky and could be improved a lot. Mac and Windows are very straightforward and easy to install. There are and will be a number of things not covered by the product, but what they showed me so far by evolving partially from what the users propose and how fast they evolve, gives me the confidence I need to rest assure that everything that I need will eventually be there. Pros An awesome customer service and support. Great asset management. Good set of reports and dashboard capability. SLA are great at the level we use it, you can specify different targets and actions. Ability to configure different times zones and business hours of all your company sites, we have 4 offices with different times zones and so far that's working great! Allowed us to configure a service catalog, to capture and structure common requests from our users, like the request of Virtual Machines, where they always missed some data we needed. I'm sure I'm forgetting something but so far, our experience has been great, I would totally recommend this product! #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 --- ### Easy to use service desk, with many great features - Overall rating: 5/5 - Reviewer: Adrian T. - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: October 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I like the amount of information that the agent gathers and reports back to the service desk. Having an abundance of information at my hands makes my job infinitely easier. #### Cons Sometimes the agent will report software that no longer exists on the device. This can cause some inaccuracies. --- ### It's like I have a personal IT Team standing by... - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Building Materials - Company size: 501-1000 employees - Product usage: less than 1 year · monthly - Reviewed: April 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It has been very encouraging. Working with such a great team definitely takes the stress out of worry about what ifs. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The communication and the care everyone takes in their work. They communicate with me and work together to ensure that all of my issues are resolved and that there is nothing else that they can do to help. #### Cons Nothing so far. I have had nothing but positive experiences with everyone I have worked with at Solar Winds. --- ### Great little ITSM - Overall rating: 4/5 - Reviewer: Scott J. - Industry: Information Technology and Services - Company size: 5001-10000 employees - Product usage: 3-5 years · daily - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. They have been a great partner to work with bending over backwards to accommodate us in our mergers and acquisitions as we consolidated tenants and imported and exported data. They listened to our feedback and incorporated some of our ideas into their final product as well. They are a company that will work with you to get the job done the way you need it done. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros This is a great ITSM. We have been with them for many years and have watched them grow. They have a lot of the features of the big name systems but without the high cost. If you are looking for an ITSM that will get the job done here it is. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interating with your tickets. Overall a good choice for an ITSM #### Cons The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity? --- ### Strong service desk software with a lot of potential - Overall rating: 4/5 - Reviewer: Verified Reviewer - Reviewed: April 2016 - Review source details: This review was submitted organically. No incentive was offered Benefits: 1. Its easy to use and looks nice. Staff have required very little training, despite not having a centralized system. 2. Its pretty flexible. It's able to do about 90% of what we want it to do. 3. Support is active and engaged. Their community website has a lot of activity, both from others using the product as well as comments from Samanage's support. 4. Its actively developed. Recently Samanage unveiled their Labs feature, which allows areas to enable or disable new features to test out their functionality prior to implementation. 5. Reliability. Being a cloud service, you need it to be available and accessible. We've only had one minor outage during our time with Samange, and that was resolved quickly. They also provide great visibility into their uptime through a website, http://status.samanage.com Problems: 1. Filtering. Filters for incidents need additional work to become more robust. Currently, each new filter type acts as an AND filter, while multiple of the same type of filter act as OR filters. In some cases, you can't achieve the type of filter required at all. 2. Reporting. While the built-in reporting looks nice and has some decent out-of-the-box reports, it's not at the level of sophistication most organizations really need to get their full value out of this product and the data it has. For instance, there is no query builder or ad-hoc reporting, so you're limited to what you see. 3. Groups and Roles. Groups are treated like individuals, so if you report on a group's incidents and one of the members in that group has an incident, you won't see it, which is challenging. Roles are pretty robust, but a person can only belong to one role. If you have exceptions for individuals, you basically need to create a special role for each one of those cases which won't scale for large organizations. 4. SLA's and automation. The current SLA implementation is restrictive and cumbersome. And that's pretty much the only way to provide any sort of automation to routing, closing, etc. for incidents. 5. Slow feature development. Samanage has done an excellent job of rolling out various features throughout the year. However, there are some long-standing feature requests that have been in development for years and executing on them has been slow. While the above issues are a concern, I have faith they'll be addressed and result in a stronger product in the long run. #### Ratings breakdown - Ease of use: 4/5 - Customer support: 5/5 ---