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SolarWinds Service Desk Pricing, Features, Reviews and Alternatives

SolarWinds Service Desk product overview

Price starts from

$

19

/momonth
Per Feature

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

520

Price starts from

$

19

/momonth
Per Feature

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

GitHub
Value for money
#1
Freshservice
Value for money
#2
SolarWinds Service Desk
Value for money
#3
Atera
Value for money
#4

SolarWinds Service Desk features

Functionality

4.4

/5

520
Total Features93 11 categories

Most valued features by users

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

Functionality contenders

GitHub
Functionality
#1
Remote Desktop Manager
Functionality
#2
SolarWinds Service Desk
Functionality
#3
Freshservice
Functionality
#4

SolarWinds Service Desk users reviews

Overall rating

4.6

/5

520

Positive reviews

97%

Write a review
Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.86/10
Rating distribution

5

4

3

2

1

336

167

16

0

1

Pros
The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.

JI

Jason I.

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.

PS

Paul S.

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.

JJ

Jeffrey J.

Cons
By that I mean the lack of reports and reporting tools.

JM

Jada M.

Reporting doesn't report accurately compared to a custom query, which is odd.

TM

Tim M.

Some of the customizations of the user portal are a bit hard to find from the admin side.

SC

Scott C.

Overall rating contenders

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

Share this review:

Hossam's SolarWinds Service Desk Review

Reviewed a month 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 a year 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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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Good Out-Of-Box product for small, scalable team

Reviewed 3 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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

Reviewed 2 months ago

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.

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

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Great Product for Helpdesk, Task Management and Software Inventory

Reviewed 2 years ago
Pros

This solution is great for tracking incidents, solutions, problems, etc for company IT departments. It provides an easy to use interface that allows for easy creation of FAQs and a Solutions Database.

Cons

There are some things bulk items that cannot be imported without the use of the API, which is a tiny bit annoying, and some of their python and Ruby API sample code is out of date or no longer maintained.

SolarWinds Service Desk FAQs and common questions

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


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


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


SolarWinds Service Desk supports the following devices:
Android, iPhone


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


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


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

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