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SolarWinds Service Desk Logo

SolarWinds Service Desk

4.6
(539)

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IT Service Desk & Asset Management Software

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(34)

SolarWinds Service Desk Pricing

Pricing overview

Value for money rating

4.5

/5

539

Price starts from

19

Per month

Other

Pricing options
Free plan
Subscription
Free trial

Pricing details

Team - $19
Business - $39
Professional - $69
Enterprise - $89

Pricing is per month, per agent. Contact SolarWinds to request a price quote.

What users say

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.
The pricing tier after the initial purchase is fair.

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Reviewers who mentioned pricing said:

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Hossam S.

Verified reviewer

Retail, 10,001+ employees

Used daily for 2+ years

Review source

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.

AR
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Anonymous Reviewer

Verified reviewer

Warehousing, 1,001-5,000 employees

Used daily for 1-2 years

Review source

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 4 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.

BH
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Bart H.

Information Technology and Services, 11-50 employees

Used daily for 1-2 years

Review source

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

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Solarwinds servicedesk helps you service the customers

Reviewed 2 months ago

Very happy!

Pros

Very easy and nice to see servicedesk system, good integration with other Solarwinds tools, remote acces works fine, CMDB, Solarwinds patchmanagement, remote control

Cons

In fact it's easy to use bit the price is a little it higher then some other tools.

JG
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Jonathan G.

Information Technology and Services, 5,001-10,000 employees

Used daily for 1-2 years

Review source

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

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Easy to learn and use

Reviewed 2 months ago

Overall, Solarwinds has been a very easy to learn and use system, with a friendly user interface. It is a great starting point for users that do not have experience with information management systems.

Pros

The processes that are most used by my team are very easy to perform. Ticket creation is assisted by a very user friendly UI, and ticket management after tickets are created allow for tickets to reflect evolving issues.

Cons

Proper ticket management and the ability to provide a resolution at the time of creating the ticket without closing it are just a few quality of life improvements that I can see missing as a low-tier help desk member.

MD
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Mayank D.

Information Technology and Services, 10,001+ employees

Used daily for 2+ years

Review source

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

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Experience with MS Teams (Pending)

Reviewed 2 months ago

Overall experience is amazing & I am loving this application.

Pros

I am using this application since last 2 years & I found that real time alert triggering & Search feature is superb. We can easily find any required data using this app if it is available in its database & if it is configured.

Cons

So far, I found no reason which I can share as a low-light for this app. Nothing which I can mention as a dwarback for this app.

JL
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Jean-Louis M.

Electrical/Electronic Manufacturing, 1,001-5,000 employees

Used daily for 1-2 years

Review source

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

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Enterprise Quality at a reasonable implementation cost.

Reviewed 5 years ago

Great ITSM alternative to the big guys, with all the same features, without the price tag. They offer a full feature trial and will help you with a PoC. Great value, positive ROI and superior TOC. Have a look at this one!

Pros

This tool is a hidden gem. Compared to it's peers in the ITSM space, SAmanage has all the features you would expect from an Enterprise ITSM without the Enterprise price tag. It's cloud based SAAS model saves you from the hassles of onprem setups, and if you are global it just works for all your users. The feature set is rich, I recommend you do a Proof of Concept (POC) with them to gain an appreciation of everything the product gives you. The on-boarding process was very well orchestrated, they guide your team through the whole implementation via a Trello board. Everything is spelled out for you, there is little risk here. Truly an Enterprise Grade Product at a reasonable SMB Total Cost of Ownership (or Subscription-ship). Worth having a look.

Cons

The product does not hit the radar in terms of "Known" go to ITSMs. So this left us to do more research and vetting with their existing clients. Also, because they are lean on price, they do not spend a lot of time "Wining and Dinning" you, and this gave us the false impression of the organization being small. They are not small as we found out in the implementation phase. They are a true SAAS so they...

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Ronald K.

Civil Engineering, 201-500 employees

Used daily for 2+ years

Review source

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

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Great platform for asset management and trouble ticket

Reviewed 6 years ago

The pricing is based upon the number of users in our network that will be accessing the system, and the number of "Managers" running the system. The salesman were very helpful in providing a great offer on the cost and have kept that pricing concept since we started. As you are starting out with basically a "Blank Page" it can seem a little overwhelming at first setting everything up to get that...

Pros

Flexibility The "Sand Box" approach. Support. Cost effective

Cons

Printers are auto-populated, not based upon where the printer is installed from and shared from, but by every single shared instance of that printer. As a result, a single printer in an office of 200 users all sharing the same printer will show an inventory of 201 printers. Software suites, like Autodesk "Building Design Suite Premium" are sold and licensed as a single unit, even though it is a collection of some 2 dozen programs and plugins. Samanage does not have the ability automatically, to track and manage this; it shows them as a bunch of separate programs. There is a way to cheat the system and make this work, but it is a manual step that requires a bit of work to setup and manage. It's getting better, but the agents do not always refresh as quickly as I would like.

AD
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Andrew D.

Information Technology and Services, 1,001-5,000 employees

Used daily for 6-12 months

Review source

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

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Wish it was my daily driver...

Reviewed 8 months ago

Overall I enjoyed using this a great deal and wish we could move over to this from our current helpdesk solution. The connection time for our current software is absurd, having an external program needed just to remote in is a joke, and Kaseya goes down very...VERY often. This seems like the bar is set pretty low for SolarWinds to succeed, but I'd like to give credit where it's due. Web-based solutions for programs is truly the future in my opinion and SolarWinds is right inline with that. You can basically do everything from the web browser which means less for us to set up or maintain (and doesn't bug you about program updates all the time). I mean it when I say I'd love to move to SolarWinds.

Pros

To give some background, we took on IT services for a smaller company that was getting absorbed by us. While a lot of the IT foundations laid down were pretty flimsy or problematic, one thing stuck out as very well done. They were using Solarwinds for I.T. support and it was definitely a sigh of relief amongst the other mismanagement from before. Everything such as device enrollment was pretty simple, the feature set for online client management was well-stocked, and my favorite was the ability to remote in without needing an external program to do so. We currently use Kaseya and it's just hot garbage, I sincerely wish we could move over to Solarwinds for our main company's IT helpdesk tools.

Cons

While there is a lot to like about this, some of the UI felt a little "cramped" from time to time. The feature set was nice, but what I was looking for was sometimes a tiny little button on a small option bar. Perhaps some buttons or icons of size would help streamline things, as this can also make training others more difficult, since the task options are easy to miss.

SJ
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Scott J.

Information Technology and Services, 5,001-10,000 employees

Used daily for 2+ years

Review source

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

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Great little ITSM

Reviewed 4 years ago

They have been a great partner to work with bending over backwards to accommodate us in our mergers and acquisitions as we consolidated tenants and imported and exported data. They listened to our feedback and incorporated some of our ideas into their final product as well. They are a company that will work with you to get the job done the way you need it done.

Pros

This is a great ITSM. We have been with them for many years and have watched them grow. They have a lot of the features of the big name systems but without the high cost. If you are looking for an ITSM that will get the job done here it is. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interating with your tickets. Overall a good choice for an ITSM

Cons

The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity?

TT
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Todd T.

Review source

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

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Strong service desk software with a lot of potential

Reviewed 7 years ago

Benefits: 1. Its easy to use and looks nice. Staff have required very little training, despite not having a centralized system. 2. Its pretty flexible. It's able to do about 90% of what we want it to do. 3. Support is active and engaged. Their community website has a lot of activity, both from others using the product as well as comments from Samanage's support. 4. Its actively developed. Recently...

Pros

No pros were added to this review

Cons

No cons were added to this review

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Brett H.

Verified reviewer

Retail, 501-1,000 employees

Used daily for less than 6 months

Review source

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

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Great Cloud Service with Many Features, Expensive for the Full Version

Reviewed 3 years ago

Incident, problem, and change management are all extremely easy to set up and begin using due to the cloud-hosted nature of the product. As it is fully web-based, low-level training is not required for techs or users.

Pros

Easy to deploy as it is a cloud-based system. Initial setup requires low effort and detail. Branding is easy to apply, functionality is easy to test out of the gate.

Cons

Information on asset discovery, connections, and scanners feels lacking. Connecting to SCCM via the database has very little information, and after a month of attempts, it is not functional. Support has been a bit slow on response when inquiring regarding this issue, even after purchase.

BT
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Brian T.

Market Research, 51-200 employees

Used daily for less than 6 months

Review source

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

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A Great Replacement for Our In House Service Desk!

Reviewed 5 years ago

We've replaced our outdated, cumbersome in-house service desk with Samanage. We're already seeing higher productivity because of the SLAs we were able to set. The automations available within the system help streamline ticket submission and remove a lot of the back and forth when information is missing.

Pros

We've had great support from day one. The support team answered all of my questions about features when we trialed the system, and they've continued the great support after we officially signed up. There are also improvements made to the platform all the time. The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time.

Cons

Some basic features are missing. For instance, I can't set the system up to alert the entire team when a trouble ticket is closed. This was an important feature on our old service desk, as it let the team know when someone else sorted out an issue. This also helped share solutions among the team. Now, when a ticket is closed, it simply disappears from queue without team learning. The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization. Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason.

EE
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Eromonsele E.

Financial Services, 201-500 employees

Used daily for 2+ years

Review source

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

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Great Service desk tool

Reviewed 8 months ago

Well, it was a good value for money.

Pros

It is easy to use and implement, manage and upgrade.

Cons

Well, customer service was not easy to reach

AR
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Anonymous Reviewer

Verified reviewer

Oil & Energy, 201-500 employees

Used daily for less than 6 months

Review source

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

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Modern, Practical, Suitable, Low TCO

Reviewed 4 years ago

Our organization has downsized significantly in the past 3 years. Our former ITSM solution was costly to license and maintain. Without an in-house specialist, the help of a third party implementer was required to make significant changes or implement new modules. It was beginning to feel like overkill for us so it made sense to switch to something we can maintain ourselves and where cost is more...

Pros

Samanage was easy to evaluate and we were able to configure Incident Management and migrate our Knowledgebase in just under a day with next to no assistance from the Samanage team. We are pleased that we can now utilize our implementation hours to learn the more advanced automation features of Samanage.

Cons

The mobile app is nice but seems limited. There is a real opportunity here to expand its capabilites and flexibility.

RC
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Robert C.

Higher Education, 201-500 employees

Used daily for 2+ years

Review source

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

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SolarWinds in a Medium-Sized Environment

Reviewed 5 months ago
Pros

Once the system was setup it provided very detailed information monitoring our network endpoints. The information is very useful.

Cons

The software has become costly for us and the more things you want to do you need to add modules that aren't cheap for a small school.

AR
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Anonymous Reviewer

Verified reviewer

Financial Services, 51-200 employees

Used daily for 6-12 months

Review source

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

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Great Value

Reviewed 4 years ago

We have been using Samanage for almost a full year now, and don't have too many complaints. It has a lot of functionality and is solving for our ticket system, inventory, and change management needs.

Pros

I love the ease-of-use. Samanage is extremely easy to set up and maintain. It's truly a simple product with beefy capabilities.

Cons

The Azure integration could be better. There are no way to properly federate departments with the current state. Notifications can get a little out of hand, and there isn't a lot of customization you can do with them. I also wish Due Dates would send notifications, but they do not, even though that seems like something pretty standard.

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Olusegun O.

Verified reviewer

Internet, 1,001-5,000 employees

Used daily for 2+ years

Review source

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

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Solarwinds Service Desk

Reviewed a year ago
Pros

Solarwinds Service Desk is an easy to use application platform to track service request. Its interface and dashboard are quite impressive. The SLA feature is very cool.

Cons

Team collaboration on the platform should be improved. The license is quite expensive

AH
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Antonio H.

Retail, 201-500 employees

Used daily for 1-2 years

Review source

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

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Samanage is a great product and very easy to work with

Reviewed 4 years ago

Help Desk Management is easier at the moment and as well, I'm now able to provide the Board with easy and accurated KPIs regarding to the type of issues, frequency and areas with higher incidents.

Pros

Samanage is a great product and very easy to work with. It has been added value to my organisation and structure the way how the incidents are logged

Cons

Maybe a more agile process adding new functionalities and informing the current users about what's new and how to use it.

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Gene P.

Verified reviewer

Financial Services, 1-10 employees

Used daily for 2+ years

Review source

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

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Very helpful tool

Reviewed 4 years ago

Very pleasant experience! Samanage has been delivering everything as promised. Great value for the money!

Pros

The program expedites the process, makes it smooth and efficient. Really great value for the money

Cons

Truly pleased with all the aspects , can not think of any negative experience

AR
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Anonymous Reviewer

Verified reviewer

1,001-5,000 employees

Used daily for 1-2 years

Review source

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

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An excellent IT Service Desk App that offers a lot to praise with features, mobility, and security.

Reviewed 5 years ago
Pros

The application integrates extremely well right from the beginning. The security is fantastic, ensuring we never have any concerns & the pricing plans are extremely reasonable, making this our number one choice.

Cons

When comparing Samanage to other Service Desk apps, you begin to notice there a few missing features. However, because Samanage does everything else so well, the inconvenience becomes incredibly minor.

AR
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Anonymous Reviewer

Verified reviewer

Education Management, 501-1,000 employees

Used daily for 1-2 years

Review source

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

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I can manage, but just...

Reviewed 3 years ago

I just get by with SolarWinds Service Desk. Someone else picked it for the lowe price, and I really wish they'd paid more for a nicer product.

Pros

The customizable filters and bulk actions are *super* handy when you have a set of actions or responses you do very frequently.

Cons

This software looks like it hasn't had a UI update in a decade. Probably my biggest petpeeve is that you can't include pictures inline with body text.

TM
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Tim M.

Education Management, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

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Cost per year better than most

Reviewed 2 years ago

Running this for 5 and a half years now at roughly 30k tickets per year currently. It's been largely stable, but of course a few bumps along the road. The biggest complaint I get is that there's no mobile app, or a limited use one at best. That said, the web UI on mobile is mostly friendly.

Pros

The pricing tier after the initial purchase is fair. Client UI is actually really great, unless you're a Client Admin on v.12.7.2. Reporting works, so long as you're ok with slightly off numbers.

Cons

Reporting doesn't report accurately compared to a custom query, which is odd. A two week report has one total, but running the weeks individually returns a different total, which is really weird. Unable to route tickets to a Tech Group based on Request Type, it's stuck to one group. This makes ticket flow a little difficult to work with.

BF
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Ben F.

Computer Software,

Review source

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

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Great product at a great price

Reviewed 8 years ago
Pros

I do not have direct contact with the vendor, but I work closely with those who do in our organization and have heard no complaints about the customer service we receive. I use the product daily for the majority of what I do at our help desk. The tickets are easy to maneuver around and are not overly complicated for the users who are not so technologically savvy who will be putting tickets into the system.

Cons

AS I stated above, I do not have direct contact with the vendor, so I cannot say one way or the other about them. However, when we first made the change over to using Samanage, there were a few bugs to be worked out. From my standpoint in the organization, those bugs were fixed/corrected quickly and seamlessly. The product itself has its pieces that could be made better, but those are mostly personal preferences on my part and do not have any effect on the usefulness of the product at all.

AK
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Aziz K.

Nonprofit Organization Management, 11-50 employees

Used other for 1-2 years

Review source

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

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Samanage for Non-Profit Visually Impaired Employees

Reviewed 2 years ago

We had no issues until towards the end of the contract when the account representative wasn't willing to help us.

Pros

The ticket management as well as inventory management features met our needs and were simple enough to operate.

Cons

The pricing for us from a non-profit point of view was high. They have/had a policy of informing them 30 days in advance that we wouldn't renew for a year. We informed them 29 days ahead of time, and the account rep simply wasn't accepting that and we had to needlessly pay for another year for a service we didn't use.

JB
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Jerry B.

Computer Software,

Review source

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

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Samanage Review

Reviewed 8 years ago
Pros

It's an easy to use product (even if you do not have any ITIL knowledge), and for me, it saves me tons of work with asset management and managing incidents. As a first line admin, I use this product every day for myself and to support my colleagues. Before Samanage, we were using 10-15 Excel sheets, and everything cost a lot of time. Support for Samanage is quick and professional. The times I have requested or submitted a ticket, it was resolved in one day almost every time.

Cons

Well, it's not really a complaint, but if you do not have your IT processes worked out, or if you work in a completely different way with no understanding of ITIL, you could have issues when you are starting with Samange. But that is not really an issue with Samanage, but more with an IT department itself.