SolarWinds Service Desk Software

4.59 / 5 (520) FrontRunners

Our advisors have recommended this product 21 times in the last 30 days

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 ei...


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Supported Operating System(s):

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

520 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

(317)

317

4 stars

(185)

185

3 stars

(17)

17

2 stars

(0)

0

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 520 results

August 2021

User Profile Picture

Hossam from Panda Retail Company

Verified Reviewer

Company Size: 10,000+ employees

Industry: Retail

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

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.

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.

August 2018

User Profile Picture

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.

October 2020

Asim from Friends of the Earth

Company Size: 51-200 employees

Industry: Non-Profit Organization Management

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

October 2020

Excellent ITSM tool

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

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

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.

July 2021

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

July 2021

SolarWinds Service Desk - Great Serve desk that meets the ITSM needs

We've been using Solarwinds Service Desk for a few years now, and I highly suggest it. It provides cutting-edge support and asset management use cases. It is an excellent solution that satisfies the most, if not all, of the ITSM requirements, such as incident and issues management, changes and release management, and asset management.

Pros

1. Solarwinds provides an excellent Incident Management experience. Agents can prioritize events and add custom fields for improved reporting and analysis. 2. It includes remote control software (Dameware), which enables support personnel to quickly enter into clients' computers and provide remote assistance. 3. It is also beneficial for asset management. Organizations may maintain track of all assets, including their location and status. 4. It is quite simple to open a support ticket. Its connection with email makes things a lot easier. 5. It also provides a Customer Satisfaction survey (which is issued automatically) to assess the level of service provided. 6. It is also cloud-based, allowing users to join in from anywhere and give help.

Cons

1. The user interface could definitely benefit from some enhancements to make it easier to navigate. 2. The Search functionality is not properly optimized and frequently produces irrelevant results. 3. To create more user-friendly reports, the reporting may be upgraded with a much better UI. 4. The notification system may be improved to allow desktop pop-ups. 5. The mobile app frequently hangs.