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SolarWinds Service Desk vs IT Help Desk Comparison

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Overview

Category Leaders

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service...

Use Comindware’s graphical Workflow Builder and Form Builder to interactively customize IT workflow processes and measure...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from
$

19

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

336

167

16

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

No reviews

5

4

3

2

1

0

0

0

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support

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.

Pros

Not enoughreviews yet

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.

Cons

Not enoughreviews yet

  • Vendor responds to reviews
  • Last review23 days ago
  • Vendor responds to reviews
  • Last reviewN/A

Key features

  • Total features93
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • CMDB
  • CRM
  • Call Center Management
  • Categorization/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Forums
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features2
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • CMDB
  • CRM
  • Call Center Management
  • Categorization/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Forums
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations36
  • Asana
  • Box
  • Datadog
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrationsN/A
  • Asana
  • Box
  • Datadog
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Easy to use for tech support

Reviewed 3 years ago
Pros

The time to learn this software is minimal. Most slightly savvy users can pick it up with very little training. I like the way the "comments" kind of feel like social media posts.

Cons

It's almost too geared towards being user friendly. For a more advanced user (we use this as our IT help desk system) the interface almost feels a little too elementary. I would like more complex filtering and ability to customize more fields and functions.

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

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Great support experience for users

Reviewed 3 years ago
Pros

I can submit IT help desk tickets from email or by logging into the app in a browser. Samanage updates me via email whenever progress is made, comments are posted, or updates occur on my tickets. Overall, Samanage has lead to quick and thorough resolution of my IT help requests.

Cons

I'd love to have a way to directly chat with the help desk. This feature, if it exists, isn't enabled for me. However, email works well. I'm not aware of any other "cons" for Samanage.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Only the Best

Reviewed 8 years ago

The user interface is very simple. I. I would highly recommend Samanage to anybody that needs It or Help desk program. This program is Designed to be used by everyone from beginner to expert. The support staff is available 24/7 if you have any issues. set up is quick and easy, and they even offer a free trial

Pros

No pros were added to this review

Cons

No cons were added to this review