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.

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.

This is such a brilliant, cost effective tool that requires little to no setup and has given us the ability to resell a really fantastic experience to our customers.

The performance is poor and it suffers of latency compared to other software under the same conditions.

It is a great tool for remote support, the price point is very good, many features of more expensive packages.

The software is easy to use but if you need customer support is superb.

Excellent product, easy to use, fits perfectly with our team. I have already recommended it to several peers.

The fact it is free for personal use is great, and the web-based tool is reliable and simple to use.

With more and more of the workforce working remotely, innovative solutions have had to sprout up overnight. Zoho assist is an extremely easy to use out of box application that is also very affordable.

It contains a visual highlight which allows you to converse with generic help in seconds and keeps you stay in touch with the specialized group.

Love the simplicity of unattended access and the great pricing. Tons of value for a non profit.

The biggest advantage of zoho assist is that it helps us obatiaing better comminciation with our team.

I don't need unattended sessions and it was great to be able to opt out of this an therefore save money.

The biggest current drawback (and distinction from Teamviewer) is the lack of a VPN function in Zoho.

Worst feature, some infrequent connectivity issues.

My team and I love Zoho assist and use it daily for remote customer support and even training for our techs using the recording function.

The cost to use Zoho Assist is what drew me to the product. The ease of use and powerful options of Zoho Assist is what keeps me using it.

Great, Simple Product, Fantastic Integration with Zoho Desk.

The integration with Zoho Desk is amazing. It's really, REALLY nice to be able to trigger a remote session with the click of a button, directly from the ticket.

Easy to deploy, easy to use,  great features. My experience has been great.

Simple to use and organize. Lots of useful options, branding and api integration.

It is truly difficult for me to identify a weakness.

Great tools and amazing customer service. Whenever we have an issue, they are on top of getting it resolved.

Support in the early stages was great and a free extension to the free trial was amazing - it gave me a long evaluation time and as a result, I wouldn't go to any other provider.

I love the pricing, the layout of the website, the ease  of use, the many features and functions of the program.

I love how easy it is for us to connect with customers. I also love how easy it is for our customers to understand how to use it.

Good software and price  with choice good interface.

What I like most about it, is that the free version integrates with Spiceworks and it has a aesthetically pleasing GUI.

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

Auto-Responders

Tagging

Issue Auditing

Online Forums

Maintenance Scheduling

Task Management

Release Management

Live Chat

Inventory Management

Data Mapping

Full Text Search

Customer Support

Web browser (OS agnostic)

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

Zoho Assist is a cloud-based remote support software designed for organizations of all sizes. The solution allows IT technicians to remotely support customers all across the globe. 

Key features of Zoho Assist include file transfer, concurrent sessions, remote print, chat, multi-monitor navigation, computer grouping, group-based access to technicians, robust security, user management and many others.

With multiple methods to initiate a session and no installation required at the technician's end, connecting to a remote desktop is pretty simple in Zoho Assist.

Zoho Assist offers you cross-platform remote support by allowing you to work on a remote desktop right from your browser. Rebranding options in Zoho Assist helps you to use your company's name, favicon, logo and a customized user portal. 

Zoho Assist has a forever-free plan as well as paid plans on a monthly subscription basis.

Session Recording

Video Chat

SSL Security

Remote Update/Installation

File Transfer

Screen Sharing

Unattended Access

Diagnostic Tools

File Sharing

Chat/Messaging

Summary Reports

Remote Support

Session Transfer

Multiple User Accounts

Remote Monitoring & Management

Issue Management

Meeting Management

For MSPs

Real Time Screen Sharing

Desktop/Browser Sharing

Backup and Recovery

Free Trial (15-days): Fully functional with all features of paid editions.

Free Edition: Come with 1 Remote Support Technician license and 5 Unattended Computers. Remote control, chat, UAC compatibility and supports clipboard sharing. 

Paid Editions: 
Free Trial (15-days): Fully functional with all features of paid editions.

Free Edition: Come with 1 Remote Support Technician license and 5 Unattended Computers. Remote control, chat, UAC compatibility and supports clipboard sharing. 

Paid Editions: 

Remote Support 

Standard - starts at $12/month/technician (or) $120/year/technician. 
Professional - starts at $18/month/technician (or) $180/year/technician. 
Enterprise - starts at $28/month/technician (or) $288/year/technician. 
Unattended Access

Standard - starts at $12/month/25 computers (or) $120/Year/25 computers
Professional - starts at $18/month/25 computers (or) $180/Year/25 computers
Volume discounts available.

SolarWinds Service Desk vs Zoho Assist

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