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SolarWinds Service Desk

4.6
(530)

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IT Service Desk & Asset Management Software

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(31)

SolarWinds Service Desk Pricing, Features, Reviews and Alternatives

SolarWinds Service Desk product overview

Price starts from

19

Per month

Other

What is SolarWinds Service Desk?

SolarWinds Service Desk (formerly Samanage) enables modern organizations worldwide to deliver a superior service experience to their employees. The IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. Through unprecedented agility and scalability, SolarWinds Service Desk gives organizations the ability to rapidly and consistently deliver the services that employees need to get work done.

Key benefits of using SolarWinds Service Desk

SolarWinds Service Desk is one service desk that can be used by IT and throughout an organization, allowing internal service providers to streamline process improvement and greater productivity. As a fully integrated service management and asset management solution, you dramatically improve visibility, efficiency, and success. Reducing IT costs and saving time, SolarWinds Service Desk compiles service requests, vendor data, purchase orders, warranties, and agreements -- in a single location. Built on a SaaS, multi-tenant platform, SolarWinds Service Desk has the ability to react quickly to changes in the market, to new technologies, and to customers’ needs.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

24/7 (Live rep)
FAQs/Forum
Knowledge Base
Phone Support
Email/Help Desk
Chat

Training options

In Person
Documentation
Live Online
Videos
Webinars

SolarWinds Service Desk pricing information

Value for money

4.5

/5

530

Starting from

19

Per month

Other

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

SolarWinds Service Desk features

Functionality

4.4

/5

530

Total features

95

11 categories

Most valued features by users

API
Access Controls/Permissions
Reporting/Analytics
Activity Dashboard
Alerts/Notifications
Monitoring
Data Import/Export
Workflow Management

SolarWinds Service Desk users reviews

Overall Rating

4.6

/5

530

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.84/10
Rating distribution

5

4

3

2

1

340

172

17

0

1

Pros
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.
The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.
Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.
Cons
By that I mean the lack of reports and reporting tools.
Reporting doesn't report accurately compared to a custom query, which is odd.
There also has been lots of testing. Also some of the updates have broken our work flows.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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It is simple to implement, administer, and update

Reviewed 5 months ago

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.

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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An excellent tool for service management

Reviewed 4 months ago

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.

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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A review of solarwinds

Reviewed 2 months ago

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.

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Hossam's SolarWinds Service Desk Review

Reviewed a year ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Excellent ITSM tool

Reviewed 2 years ago

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

SolarWinds Service Desk FAQs and common questions

Q. What type of pricing plans does SolarWinds Service Desk offer?

SolarWinds Service Desk has the following pricing plans:
Starting from: $19.00/month
Pricing model: Subscription
Free Trial: Available


Q. Who are the typical users of SolarWinds Service Desk?

SolarWinds Service Desk has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


Q. What languages does SolarWinds Service Desk support?

SolarWinds Service Desk supports the following languages:
Chinese (Simplified), Chinese (Traditional), English, French, German, Japanese, Korean, Portuguese, Spanish


Q. Does SolarWinds Service Desk support mobile devices?

SolarWinds Service Desk supports the following devices:
Android, iPad, iPhone


Q. Does SolarWinds Service Desk offer an API?

Yes, SolarWinds Service Desk has an API available for use.


Q. What other apps does SolarWinds Service Desk integrate with?

SolarWinds Service Desk integrates with the following applications:
Rescue, Google Analytics 360, Dropbox Business, Jira, Jamf Connect, TeamViewer, Microsoft Azure, Zapier, Gmail, Google Workspace, Google Drive, Azure Active Directory, Salesforce Sales Cloud, OneLogin, Harvest, Okta, Slack, Central, Zendesk Suite


Q. What level of support does SolarWinds Service Desk offer?

SolarWinds Service Desk offers the following support options:
24/7 (Live rep), FAQs/Forum, Knowledge Base, Phone Support, Email/Help Desk, Chat

Common SolarWinds Service Desk comparisons

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