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SolarWinds Service Desk vs Track-It! 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...

Track-It! is a <b>help desk software</b> and <b>asset management</b> application designed to help small to medium sized companies...

  • 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

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

995

One-time payment

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.6

527

5

4

3

2

1

340

170

16

0

1

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

4.1

71

5

4

3

2

1

29

26

11

2

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
93%
would recommend this app

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.

JJ

Jeffrey J.

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.

Pros

Track-It automates tracking your assets, and help desk tickets easily. It is nice to be able to see what computers we have and what software is installed on them and who is using them.

AR

Anonymous Reviewer

The price is great and customer service is fabulous. I would highly recommend this software.

MG

Marsha G.

It has improved and streamlined our ability to keep track of items both connected & disconnected from our network allowing us to have a better understanding of what we need purchase.

JD

Joel D.

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.

There also has been lots of testing. Also some of the updates have broken our work flows.

sw

stephen w.

Cons

I've used lots of ticketing software in my time working in IT and this is the worst of the worst. I have been working to move away from track it for sometime.

AR

Anonymous Reviewer

Have issues with audits failing or not working. Database issues from time to time.

bk

brian k.

It is very difficult to navigate around the software. The features are present but they are very difficult to maneuver.

AR

Anonymous Reviewer

  • Vendor responds to reviews
  • Last review19 days ago
  • Vendor responds to reviews
  • Last reviewa year ago

Key features

  • Total features95
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle 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
  • Customer Support
  • 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
  • Full Text Search
  • 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 features15
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle 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
  • Customer Support
  • 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
  • Full Text Search
  • 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 integrations39
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrationsN/A
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

User reviews that mention these apps

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Best IT Support Software I've USed

Reviewed 3 years ago

IT issues have been easy to track.

Pros

Very Easy to open helpdesk tickets. The best feature is that it sends you notification emails regarding the porgress of tickets.

Cons

Sometimes the search returns a huge amount of results which can be hard to find. So search can be improved.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

It's been okay but could be better.

Reviewed 4 years ago

It is fairly easy to use.

Pros

I like that it's pretty easy to use and the features seem to work as advertised. Also they were very helpful with answering questions I had when importing devices.

Cons

They need to make it easier to keep track of mobile devices. Also we had various issues with the right warranty information showing up.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

simple to set up and easy

Reviewed 4 years ago
Pros

It is a setup and forget kind of software, its there when you need it and when you just dont have the bandwidth to deal with tracking this software just makes life easier

Cons

so far nothing notable, we have been using this for a while now and it just keeps track of hardware that its downloaded on.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Expandable as you need it

Reviewed 4 years ago

This software has allowed us to track end user request for issues and see how the responses trend. It also allows us to track ongoing project with task etc. Though it is not a project managment software it does lend itself to easily manage small projects

Pros

easy to implement, easy to build your own knowledge base repository. Support is quick to respond.

Cons

Updates can be tricky, there is no "Test" environment to test if your data and configuration will work as you expect. So when they update you its trial by fire. Fortunately they have been pretty good about responding to any issues that have arisen.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Great inventory software for our business!

Reviewed 6 years ago

We are in education and Samange makes it much easier to keep track of laptops. It has an agent that runs on Windows and macs. We don't have to keep track of everything. We just push the agent out via MDM and done. We are tracking system!!

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

Excellent product

Reviewed 8 years ago
Pros

I like the ability to track and address IT problems and create tickets, the asset management, and the ability to track software licenses and subscription services. It's also user-friendly and easy to set up.

Cons

I haven't found anything that I don't like about this product.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Great for simple asset management

Reviewed 4 years ago

We used this prodcut to help better track our hardware and software assets. It was easy to set up!

Pros

This is very functional and easy to use. Cloud-based storage for your asset management is very convinent.

Cons

There are many features available, this occasionally makes it overhelming.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

We are just finishing implementation of the asset management portion of Samanage for 6 companies.

Reviewed 4 years ago

Excellent reporting for asset management. We are also using the contract management piece even though we didn't see a specific need for that before we purchased.

Pros

Ease of deployment, great support, and excellent reporting. Right now, we are integrating with our Zendesk helpdesk software but by September, we plan to fully implement the entire Samanage product suite.

Cons

No dislikes so far. I would like to see a them integrate a training manager for our companies so we can track security training.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

Samanage review

Reviewed 5 years ago

Easy to configure and get set up. Love the agent on our computers so we get real-time insights on our assets. Everyone we've worked with at Samanage has been responsive and helpful. We started with the asset management, and now are about to expand to the service desk which looks like it has some awesome features we plan to utilize right away like workflows and Jira integration. Wish the reporting was more robust so we could automate any report we want, but we're still able to get at what we need through saved lists/searches.

Pros

Samanage agent to track assets, Jira integration for service desk

Cons

Reporting. We couldn't set up the reports any way we wanted so currently have to manually go in weekly/monthly to pull the data we want from lists instead. I wish we could customize the reports and set up the schedules to eliminate the manual steps.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

SolarWinds

Reviewed 3 years ago
Pros

Easy to use, great to create/track/monitor support tickets

Cons

So far, I haven't been able to find a Windows Installer package for the Discovery Agent

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

First look at Samanage help desk

Reviewed 5 years ago

I've only used Samanage for about a week now. So far the experience has been positive. It is fairly intuitive and a great tool to keep track of our help desk tickets.

Pros

No pros were added to this review

Cons

No cons were added to this review

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Very glad to have this for my work

Reviewed 6 years ago

Helps me track equipment and user information. Saves me time generating reports for what I have in inventory.

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

Great for building a helpdesk from scratch

Reviewed 4 years ago
Pros

It is currently only being used by the information technology department to serve the technical side of the business. It helps us keep track of all requests and stay on top of them until the issue is solved.

Cons

The purchase ordering function could stand to be more customisable to business needs. Notifications should be expanded to be customisable in all areas where notifications are utilized.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Love this product. The functionality is awesome

Reviewed 3 years ago

Love how it connects with other products

Pros

This is a great ticketing system. We use it extensively at the college. We can keep track of all issues on campus. We started using it for our Assets inventory now. New features coming out all the time.

Cons

I don't have any real cons. We have used numerous ticketing systems and this product is by far the best

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Excellent Business Solution

Reviewed 8 years ago

My husband and I are the owners of a small business. When it comes to IT we have an independent contract that we use however for the most part we're on our own. Samanage has worked really well for us to track and address IT problems and create tickets. The asset management has been a great solution for us as well. I love how easy it was to set up and to train on. If it wasn't user friendly then it really wouldn't have worked for our business. We've found it also helpful to keep track of software licenses and subscription services to ensure everything is accounted for.

Pros

No pros were added to this review

Cons

No cons were added to this review

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Samanage provides the best work flow for IT Help Desk Management

Reviewed 7 years ago

Before Samanage our organization was using a tool that was more tailored to Developer work flow and bug fixes. When we deployed Samanage, we immediately have better visibility of deployed resources and better communication with end users with their help desk tickets.

Pros

Pros certainly include the ease of use. We can immediately track ticket work flow and communications.

Cons

Besides that our end users quickly adopted it and were quick to submit tickets? Maybe that should go in the Pros section!

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

great way to manage requests

Reviewed 6 years ago

My company started using Samanage for IT requests. I like how I can submit IT requests through this ticketing system and the response time is fairly quick. I would like to use Samanage to manage/track contract review requests for my department.

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SolarWinds Service Desk logo

SolarWinds Service Desk

I wish we had gone to Samanage years ago for helpdesk - we're on our way to stronger IT response.

Reviewed 4 years ago

We will gain a higher level of respect from our customer base after we show how we can keep up with their requests in a more timely manner. We will have better records for our IT HW>

Pros

Ease of use and I can use it from my phone and tablet. The Samanage Helpdesk and HW inventory tools will allow IT to keep better track of our property as well as keep user requests from slipping through the cracks.

Cons

Nothing yet.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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