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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 help desk software and asset management application designed to help small to medium sized companies automate...

  • 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

Screenshots

Pricing

Starting from
$

19

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

995

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

User reviews

5

4

3

2

1

333

166

16

0

1

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

4.1

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

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.
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.

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

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

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.
Have issues with audits failing or not working. Database issues from time to time.
It is very difficult to navigate around the software. The features are present but they are very difficult to maneuver.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review3 months ago

Key features

  • Total features109
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Benchmarking
  • CMDB
  • CRM
  • Call Center Management
  • Categorization/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Synchronization
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Geographic Maps
  • HIPAA Compliant
  • HR Management
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Catalog
  • Online Forums
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Purchase Order 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
  • Risk Alerts
  • Risk Analytics
  • Risk Assessment
  • 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
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features16
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Benchmarking
  • CMDB
  • CRM
  • Call Center Management
  • Categorization/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Synchronization
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Geographic Maps
  • HIPAA Compliant
  • HR Management
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Catalog
  • Online Forums
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Purchase Order 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
  • Risk Alerts
  • Risk Analytics
  • Risk Assessment
  • 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
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations27
  • Box
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Mailchimp
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrationsN/A
  • Box
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Mailchimp
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

User reviews that mention these apps

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

Easy to implement and run with a small team

Reviewed 3 years ago

Incident and SLA tracking, better reporting and tracking of IT assets

Pros

Easy to implement and run with small team. It was extremely easy to set up and their support is very responsive. They are also constantly developing and improving the platform.

Cons

Inflexible in customizing certain aspects. We have a hard time getting exactly the report we want, and have had to add many custom fields to get our basic reporting done.

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

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

A fantastic ITSM solution!

Reviewed 6 years ago

We have been using Samanage for over a year now, and we are very impressed with this software. We set this up as a new ticketing system for our internal users, and it has exceeded our expectations.

Pros

The customer support is fantastic; the people at Samanage are very helpful and respond promptly, which is great. The app is very customisable, and there really is a lot more that it can do than meets the eye. I particularly like the way that Samanage tracks our IT assets using a companion application which goes on each computer. This has proved very useful when trying to match kits to tickets.

Cons

The only way that I think Samanage can be improved is if there was an option to automatically change a ticket's status when somebody responds. Apart from that, this app is perfect!

Overall Rating
  • Ease of use
  • Customer support

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Excellent helpdesk management! #1 service

Reviewed 5 years ago

We have found that tracking our IT support calls is easy and accessible from anywhere. Management via web is great and basic mobile functions are sufficient for checking into open cases. Our desktop asset management is also being updated via the samanage agent, this has been the perfect tool since most of our 200 systems are in different locations inside and outside our corporate VPN. Pros 1....

Pros

No pros were added to this review

Cons

No cons were added to this review

SolarWinds Service Desk vs. Track-It!

See how SolarWinds Service Desk and Track-It! stack up against each other by comparing features, pricing, ratings, integrations, security & more.