SolarWinds Service Desk Pricing Plan & Cost Guide

SolarWinds Service Desk

IT Service Desk & Asset Management Software

4.59/5 (520 reviews)

SolarWinds Service Desk Pricing

Starting from: $19.00/month

Pricing model: Subscription

Free Trial: Available

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

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

View Pricing Plans Free Trial

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GoCanvas

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OutSystems

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SolarWinds Service Desk Pricing Reviews

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.Jeffrey J.Read the full review
  • 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.Paul S.Read the full review
  • The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.Jason I.Read the full review

Cons

  • By that I mean the lack of reports and reporting tools.Jada M.Read the full review
  • Reporting doesn't report accurately compared to a custom query, which is odd.Tim M.Read the full review
  • Some of the customizations of the user portal are a bit hard to find from the admin side.Scott C.Read the full review
99%
recommended this to a friend or a colleague

25 reviewers had the following to say about SolarWinds Service Desk's pricing:

John C.

Samange is easy and affordable

Reviewed 2015-01-31
Review Source: Software Advice

Pros
I like the easy-to-use interface, built-in asset management, and low price.

Cons
No project management or native iPad support. It also doesn't have a public-facing Service Catalog; you must log in before seeing it.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Jean-Louis M.

Enterprise Quality at a reasonable implementation cost.

Used daily for 1-2 years
Reviewed 2018-05-01
Review Source: Software Advice

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 don't have travelling sales people with territory in the traditional sense, again it gave us the wrong impression of their sophistication. Some of the features compared to the expensive ITSM packages are not as robust, but for the prices difference we can accept those as is. They meet our needs as is. I do recommend you do a PoC with them to gain a full appreciation for what they do offer and where some of their simplicity map-out for your needs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Suzanne J.

Great Value! Fantastic Piece of Software

Used daily for less than 6 months
Reviewed 2017-03-20
Review Source: Capterra

In the world of expensive helpdesk systems like LanDesk and ServiceNow - it is nice to see a fully functional ITIL compliant system that is easy to use - fully customizable and user friendly. I especially like the inventory feature - as well as the reporting.

Pros
Cost and functionality

Cons
A few things we need aren't available yet - especially the need to merge user accounts or create 'alias' associations.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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sije c.

Sarah and Samanage

Reviewed 2017-03-23
Review Source: Capterra

Sarah and implementation has done a great job in assisting with Samanage. This is a great product and a great team!

Pros
Streamlined and very strait forward. User friendly and most importantly very productive for our team

Cons
Price can go down a bit

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Jon B.

Near seamless evaluation, purchase, and implementation.

Used daily for less than 6 months
Reviewed 2018-04-27
Review Source: Capterra

We have a comprehensive service and inventory management solution at a very reasonable cost.

Pros
The product is simple to deploy, administer, and the user interface is excellent. There are many competitors, but few offer the same value and functionality.

Cons
A Business Associate Agreement should be included at all subscription levels if required for compliance, and not offered only the highest subscription level.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Anonymous

All around good product.

Used weekly for 6-12 months
Reviewed 2018-12-19
Review Source: Capterra

Pros
I like the interoperability and general ease of use.

Cons
I think pricing structure could use some work.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 5/10

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Travis L.

new samanage implementation

Used daily for less than 6 months
Reviewed 2017-03-20
Review Source: Capterra

Overall pretty good - implementation team was great to work with - UI/UX makes sense - was using Spiceworks before & this is big improvement.

Pros
support for workflows

Cons
price is a little salty, especially on the asset management side

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Ellis T.

I'm a NOOB..

Used daily for less than 6 months
Reviewed 2017-03-29
Review Source: Capterra

I'm new to Samanage and my experience to date has been FANTASTIC. For the price it seems to be well worth it.

Pros
Easy to use and administrate

Cons
difficult associateing SW Assets to tickets. Needed to create a Service Cat item for my Change needs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Ronald K.

Great platform for asset management and trouble ticket

Used daily for 2+ years
Reviewed 2017-03-23
Review Source: Capterra

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 final functional asset management and help desk system you envision. However, there are plenty of examples and their help & support is very responsive. To me, this "Blank Page" is one of the positive aspects of the system. Basically, with some limitations, if I can imagine it, I can build it with what they have provided. This is true if you keep in mind what the original system was designed for in the first place. (The point here is simply: you would be surprised what kind of things people have asked the system to do... way beyond the scope of its design...) It easily integrates with Active Directory (AD based on Windows 2003 is no longer supported as of this writing) and has a robust permissions setup, allowing you to allow and deny users any number of "Roles" that are pre-configured or that you create as needed. The easy deployment of the agent combined with the cloud based setup allows the system to work well with users and machines working both in the corporate network, as well as outside of it in satellite offices. The "Trouble Ticketing" interface can be customized and is easy to understand and navigate. Background elements include the ability to track tickets, warn administrators of tickets that have received no response, cluster common tickets to users and machines for trend and trouble tracking, and provides what I call "Live Response", where you can see who is looking at a specific ticket or item and see their notations instantly. Probably the most impressive portion of the system is that part that most users will never see: The asset management system. Once the agent has been installed and is communicating, the amount of information provided is overwhelming at first, and yet still organized and categorized. There is even a built in tool allowing the system to know when a computers warranty is up. My reason for not giving 5 stars across the board: The system sometimes has issues tracking software as the "Suite" it is licensed under. This is not necessarily and issue with this system as it is in how it is sold.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

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

Used daily for 1-2 years
Reviewed 2018-10-10
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Ruben C.

Almost everything you would need in an asset management and help-desk ticketing system

Reviewed 2016-03-30
Review Source: Capterra

Plenty of great features, fair price, good reporting. Would like to see more customizable reporting features and the ability to have forms be more customized.

Rating breakdown

Ease of use
Customer support

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david c.

use it daily

Reviewed 2016-03-28
Review Source: Capterra

great product- works good- low downtime

Rating breakdown

Ease of use
Customer support

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Steven f.

optimized for efficiency

Used monthly for less than 6 months
Reviewed 2018-03-24
Review Source: Capterra

Pros
I love that my agents don't have to do tasks in repeat. Also, easy to track tickets and assign to other agents

Cons
Feature packed, price a bit on the high but excellent customer service, so nothing much to say. Good job!

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Anonymous

I can manage, but just...

Used daily for 1-2 years
Reviewed 2019-10-29
Review Source: Capterra

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.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 0/10

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Suleyman A.

Great software

Used monthly for 6-12 months
Reviewed 2017-07-12
Review Source: Capterra

Pros
Their customer service is some of the best I have ever seen and their product is also crazy easy to implement, and they will work with you to get anything you need to be done.

Cons
Except for the price, which could be better but still very reasonable, there is nothing I dislike about this software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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David B.

Amazing product, outstanding service.

Used daily for less than 6 months
Reviewed 2018-02-06
Review Source: Software Advice

I would love to see help desk software that offers an "a la carte" option for features so you end up only paying for what you want. Samanage comes closer than any other offering I researched.

Pros
Very simple to use. Great interface. Gives me the features I need at the right price without overwhelming me. Customer support is the best I've seen yet.

Cons
Reports could be better, but they're still good for what I need them for. In order to add another domain, I have to upgrade to Professional.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Aaron T.

Service Desk with a Smile

Used daily for less than 6 months
Reviewed 2017-03-23
Review Source: Capterra

Moving from a much more well-known, and more expensive solution to Samanage has been a great experience over the past few months. We have lowered our licensing cost by almost 60% and now have a very active community behind our SD solution that allows for quality interaction with other service users.

Pros
Easy to configure and a support staff that readily available to assist with even mundane questions.

Cons
Automated change approvals, hopefully resolved with our feature request.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

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

Used daily for 1-2 years
Reviewed 2018-03-08
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Manohar A.

Very great tool for small & medium scale business. Customer support is always good.!

Used daily for less than 6 months
Reviewed 2017-03-30
Review Source: Capterra

Tool is very easy to use & navigate . Took very less time to understand right from day 1. To be honest, the features & functionality are little limited comparatively than others. But at this price, this is great.!!

Pros
Easy interface for all the users.

Cons
limited featues, such as custom status fields for change, problem, & some reporting stuff.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Tim M.

Cost per year better than most

Used daily for 2+ years
Reviewed 2020-11-17
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 3/10

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Joel J.

CMI First Week Survey

Used daily for less than 6 months
Reviewed 2017-03-23
Review Source: Capterra

After using Samanage for about a week, our team has been pretty happy with all of it's features. It has plenty of filters, different statuses per task, allows the flexibility of emails to take care of support requests. Additionally, it's easy to use for both service staff and our user base. Overall, we are pretty happy with the software.

Pros
Online, low learning curve, plenty of deeper features for the future

Cons
Cannot do assignments to staff via email

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Grant C.

Very Easy to Use

Used daily for less than 6 months
Reviewed 2017-03-29
Review Source: Capterra

Samanage is nice because it is very easy to use and there are so many features that you can customize. The price is very fair for everything that you are able to do with it. End-users appreciate how easy it is to use as well. I needed help on a couple things when setting it up and I was able to get a hold of customer support very easily and they stayed in contact with me throughout the set up process which was nice. Overall my experiences so far with Samanage are great with a nice price.

Pros
How much you can customize it and how straight forward it is to use. Even for people who are not tech savvy at all.

Cons
The service level agreement portion was rather confusing and sort of difficult to set up.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Sharon B.

Sammanage Review

Used weekly for 2+ years
Reviewed 2016-10-04
Review Source: Capterra

I think think this is an easy to use app., that anyone would be able to utilize. It would be an easy app for any organization to implement and use.

Pros
Ease of use.

Cons
Cost

Rating breakdown

Ease of use
Features

Likelihood to recommend: 7/10

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Christopher G.

Tested product for candidate search to replace our ITSM solution

Reviewed 2015-01-28
Review Source: Software Advice

Pros
They have very responsive sales and support personnel. They're attentive to our needs and questions. They're very open to making changes and evolving the product. The pricing schedule was very appealing for our institution. Most importantly, the product itself met all of our exhaustively researched needs.

Cons
Honestly, the name. But besides that, if I had to choose something, I guess I would say that the lack of a two-way connection to Google Calendar is my main issue.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Anonymous

Fantastic Product

Used daily for less than 6 months
Reviewed 2018-11-28
Review Source: Capterra

Samanage is helping us to truely provide the level of service that we want to offer, as well as streamlining our tracking of assets. I cannot say enough good things about Samanage.

Pros
Samanage is by far the smoothest ITSM and Asset Management tool that I've ever used. The UI is intuitive and powerful without being cluttered, such as I find some other solutions. The integration between service and asset management is seamless and easy. The pricing is very reasonable for the benefit that we receive.

Cons
The setup is perhaps the hardest part. Getting the workflows and automations set up is a bit cumbersome, but I would expect this with any solution.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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