# Incident IQ vs SolarWinds Service Desk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that SolarWinds Service Desk excels in user experience, with many praising its **intuitive interface** and **easy navigation**. Users appreciate the straightforward design that allows for quick onboarding and efficient ticket management.
- **Users say** that Incident IQ shines in its detailed helpdesk and classroom management features, making it particularly useful for educational environments. Reviewers highlight its ability to **communicate effectively** with staff about equipment, which helps keep technology up to date.
- **According to verified reviews** , SolarWinds Service Desk has a strong reputation for **responsive customer support** , with users noting the effectiveness of its support team in resolving issues quickly. This has contributed to a higher overall satisfaction score compared to Incident IQ.
- **Reviewers mention** that Incident IQ offers excellent customization options, allowing users to tailor predefined fields and actions to fit their workflows. This flexibility is appreciated, especially in environments where specific needs must be met.
- **G2 reviewers highlight** that SolarWinds Service Desk benefits from a larger user base, which translates to more feedback and a wealth of shared knowledge. This community aspect can enhance the overall user experience, as users can learn from each other’s insights.
- **Users report** that while both platforms have mobile capabilities, Incident IQ's mobile app is particularly noted for keeping users connected and engaged, which is crucial for teams that need to manage tickets on the go.



| | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 221 | 785 | 
| **Largest Market Segment** | Mid-Market (51.8% of reviews) | Mid-Market (68.3% of reviews) | 
| **Entry Level Price** | No pricing available | $39.00 Per Month | 

---
## Top Pros & Cons

### Incident IQ

**Not enough data**

### SolarWinds Service Desk

Pros:
- Ticketing System (8 reviews)
- Asset Management (7 reviews)

Cons:
- Missing Features (5 reviews)
- Asset Management (4 reviews)

---
## Ratings Comparison
| Rating | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
  | **Meets Requirements** | 9.0 (203 reviews) | 8.6 (694 reviews) | 
  | **Ease of Use** | 8.9 (205 reviews) | 9.0 (712 reviews) | 
  | **Ease of Setup** | 8.8 (100 reviews) | 8.6 (572 reviews) | 
  | **Ease of Admin** | 8.9 (106 reviews) | 8.9 (580 reviews) | 
  | **Quality of Support** | 9.1 (185 reviews) | 8.9 (681 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.3 (102 reviews) | 9.0 (560 reviews) | 
  | **Product Direction (% positive)** | 9.3 (200 reviews) | 9.0 (678 reviews) | 

---
## Pricing

### Incident IQ

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### SolarWinds Service Desk

#### Entry-Level Pricing

Plan: ESSENTIALS

Price: $39.00 Per Month

Description: Includes:

Key Features:
- Incident Management
- Knowledge Base
- Service Portal

[Browse all 3 editions](https://www.g2.com/products/solarwinds-service-desk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Incident IQ** | 8.6/10 | 99 |
| **SolarWinds Service Desk** | N/A | N/A |

#### Ticket and Case Management

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Ticket creation user experience** | 8.8 (92 reviews) | Not enough data | 
| **Ticket response user experience** | 8.8 (92 reviews) | Not enough data | 
| **Workflow** | 8.9 (92 reviews) | Not enough data | 
| **Response Automation** | 8.9 (83 reviews) | Not enough data | 
| **SLA Management** | 8.7 (66 reviews) | Not enough data | 
| **Attachments/Screencasts** | 9.0 (91 reviews) | Not enough data | 
| **Ticket Collaboration** | 9.0 (89 reviews) | Not enough data | 
| **Customer and Contacts Database** | 8.8 (75 reviews) | Not enough data | 

#### Generative AI

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | 7.8 (26 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (26 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Customer Portal** | 8.7 (81 reviews) | Not enough data | 
| **Email to Case** | 8.6 (74 reviews) | Not enough data | 
| **Chat/Live Support** | 7.9 (46 reviews) | Not enough data | 
| **Social Integration** | Feature Not Available | Not enough data | 
| **Voice** | Feature Not Available | Not enough data | 

#### Platform

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Mobile User Support** | 8.0 (63 reviews) | Not enough data | 
| **Customization ** | 8.7 (79 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.6 (84 reviews) | Not enough data | 
| **Integration** | 9.0 (84 reviews) | Not enough data | 
| **Reporting** | 8.5 (80 reviews) | Not enough data | 
| **Dashboards** | 8.9 (84 reviews) | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Incident IQ** | N/A | N/A |
| **SolarWinds Service Desk** | 8.5/10 | 143 |

#### Administration

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Change Management** | Not enough data | 8.7 (106 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.5 (114 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.3 (122 reviews) ✓ Verified | 

#### Service Desk

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Help Desk** | Not enough data | 9.3 (128 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 9.2 (126 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 8.7 (124 reviews) ✓ Verified | 

#### Management

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Reporting** | Not enough data | 8.1 (68 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.8 (66 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.5 (65 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.3 (61 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 7.5 (48 reviews) ✓ Verified | 

#### Functionality

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.2 (74 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.2 (55 reviews) ✓ Verified | 
| **Alerting** | Not enough data | 8.7 (62 reviews) ✓ Verified | 
| **Automation** | Not enough data | 8.1 (67 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

### HR Service Delivery

| Product | Score | Reviews |
|---|---|---|
| **Incident IQ** | N/A | N/A |
| **SolarWinds Service Desk** | N/A | N/A |

#### Customization

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Customization** | Not enough data | Not enough data | 
| **HR Integrations** | Not enough data | Not enough data | 

#### HR Content

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Knowledge Management** | Not enough data | Not enough data | 
| **Content Delivery** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 

#### Logistics

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **Employee Portal** | Not enough data | Not enough data | 
| **AI ** | Not enough data | Not enough data | 

#### Management

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Ticketing Platform** | Not enough data | Not enough data | 
| **Single Sign-On** | Not enough data | Not enough data | 
| **Business Process Management** | Not enough data | Not enough data | 
| **Self-Service** | Not enough data | Not enough data | 
| **Dashboard & Reporting** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Incident IQ** | N/A | N/A |
| **SolarWinds Service Desk** | 7.6/10 | 108 |

#### Monitoring

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.4 (76 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 8.5 (85 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 8.8 (90 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 4.3 (9 reviews) | 

#### Management Tools

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.0 (96 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 8.7 (99 reviews) ✓ Verified | 
| **Lifecycle Visualization** | Not enough data | 8.4 (85 reviews) ✓ Verified | 

#### Generative AI

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 5.9 (24 reviews) | 
| **AI Text Summarization** | Not enough data | 6.5 (24 reviews) | 

#### Agentic AI - Incident Management

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Incident IQ** | 8.6/10 | 97 |
| **SolarWinds Service Desk** | 8.2/10 | 76 |

#### Asset Inventory

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Hardware Asset Inventory** | 9.2 (95 reviews) | 8.6 (66 reviews) | 
| **Software Asset Inventory** | 8.7 (72 reviews) | 8.4 (63 reviews) | 
| **Cloud Asset Inventory** | 8.6 (65 reviews) | 8.1 (50 reviews) | 
| **Mobile Asset Inventory** | 8.5 (77 reviews) | 8.0 (50 reviews) | 
| **Asset Discovery** | 8.7 (74 reviews) | 8.0 (60 reviews) | 

#### Generative AI

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | 8.1 (26 reviews) | Feature Not Available | 
| **AI Text Generation** | 8.1 (26 reviews) | Feature Not Available | 

#### Agentic AI - IT Asset Management

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

#### Management

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Central Dashboard** | 9.0 (89 reviews) | 8.6 (65 reviews) | 
| **Asset Policy Management** | 8.7 (74 reviews) | 8.0 (9 reviews) | 
| **Risk Management** | 8.4 (55 reviews) | 8.0 (9 reviews) | 
| **Integrations** | 8.9 (87 reviews) | 8.1 (57 reviews) | 

### Software Asset Management Tools

| Product | Score | Reviews |
|---|---|---|
| **Incident IQ** | N/A | N/A |
| **SolarWinds Service Desk** | N/A | N/A |

#### Functionality

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Software inventory and lifecycle management** | Not enough data | Not enough data | 
| **License entitlement and usage management** | Not enough data | Not enough data | 
| **Vendor management and compliance** | Not enough data | Not enough data | 
| **Automated end user license provisioning** | Not enough data | Not enough data | 
| **Approved app catalogue** | Not enough data | Not enough data | 
| **Customized alerts** | Not enough data | Not enough data | 

#### Agentic AI - Software Asset Management Tools

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

#### Risk assessment

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Shadow IT detection** | Not enough data | Feature Not Available | 
| **Software vulnerability assessment** | Not enough data | Feature Not Available | 
| **Redundant software functionality identification** | Not enough data | Feature Not Available | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Incident IQ** | 8.5/10 | 167 |
| **SolarWinds Service Desk** | 8.3/10 | 488 |

#### Incident Management

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Automate Ticket Routing** | 9.0 (120 reviews) | 8.6 (430 reviews) | 
| **Ticket Prioritization** | 8.9 (111 reviews) | 8.6 (423 reviews) | 
| **Ticket Notifications** | 8.9 (121 reviews) | 8.8 (459 reviews) | 
| **Knowledge Base** | 8.4 (114 reviews) | 8.3 (412 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.4 (108 reviews) | 8.5 (396 reviews) | 

#### Reporting

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Dashboards** | 8.9 (119 reviews) | 8.3 (455 reviews) | 
| **Time Tracking** | 8.7 (103 reviews) | 8.2 (356 reviews) | 
| **Surveys** | 8.5 (90 reviews) | 8.0 (329 reviews) | 

#### Access & Usability

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Mobile** | 8.0 (104 reviews) | 7.2 (359 reviews) | 
| **Self Service** | 8.5 (106 reviews) | 8.5 (401 reviews) | 
| **Active Directory** | 8.6 (103 reviews) | 8.3 (340 reviews) | 
| **Multi-Channel Access** | 8.6 (89 reviews) | 8.5 (276 reviews) | 

#### Agentic AI - Service Desk

| Feature | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

---
## Categories
**Shared Categories (2):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Incident IQ (3):** [HR Service Delivery Software](https://www.g2.com/categories/hr-service-delivery), [School Management Software](https://www.g2.com/categories/school-management-software), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to SolarWinds Service Desk (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Software Asset Management (SAM) Tools](https://www.g2.com/categories/software-asset-management-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | Incident IQ | SolarWinds Service Desk | 
|---|---|---|
| **Small-Business** | 14.2% | 7.9% | 
| **Mid-Market** | 51.8% | 68.3% | 
| **Enterprise** | 33.9% | 23.7% | 

### By Industry

#### Incident IQ

- **Primary/Secondary Education:** 38.4%
- **Information Technology and Services:** 22.7%
- **Education Management:** 21.8%
- **Computer Software:** 2.3%
- **Telecommunications:** 1.9%
- **Civic & Social Organization:** 1.9%
- **Computer & Network Security:** 1.4%
- **Accounting:** 0.9%
- **Construction:** 0.9%
- **Consumer Services:** 0.9%
- **Other:** 6.9%

#### SolarWinds Service Desk

- **Information Technology and Services:** 12.5%
- **Hospital & Health Care:** 7.5%
- **Higher Education:** 4.8%
- **Education Management:** 4.8%
- **Financial Services:** 4.3%
- **Computer Software:** 4.1%
- **Construction:** 3.2%
- **Retail:** 3.1%
- **Insurance:** 3.1%
- **Non-Profit Organization Management:** 2.7%
- **Other:** 49.8%

---
## Alternatives

### Alternatives to Incident IQ

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1904 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [SchoolStatus](https://www.g2.com/products/schoolstatus/reviews) — 4.8/5 stars (842 reviews)
- [Follett Destiny Library Manager](https://www.g2.com/products/follett-software-follett-destiny-library-manager/reviews) — 4.3/5 stars (432 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1221 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4590 reviews)

### Alternatives to SolarWinds Service Desk

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1904 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1221 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4590 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)

---
## Top Discussions

### Incident IQ

- Title: [Do you integrate with single sign-on providers?](https://www.g2.com/discussions/single-sign-on-29459c42-b783-4770-b101-78b086e21ff2) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Yes. Incident IQ currently integrates with Google SSO, Azure, and Microsoft Local AD. Integrations with further SSO providers will be released in the near..."
- Title: [How are you priced?](https://www.g2.com/discussions/pricing-9501a2c9-7a56-4af9-9520-ad33da5df8e7) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Incident IQ is priced based on student enrollment, creating a price point that is accessible for districts of all sizes. "
- Title: [Do you have a mobile app?](https://www.g2.com/discussions/mobile-app-592947d6-d9db-4181-aab7-b93098af262a) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Yes. Incident IQ features a native mobile app, built for iOS and Android. "

### SolarWinds Service Desk

- Title: [How do I upload a solution article using tablets or phones?](https://www.g2.com/discussions/32754-how-do-i-upload-a-solution-article-using-tablets-or-phones) — 1 comment, 1 upvote
  > **Top comment:** "Unfortunately, we can’t create Solutions from the mobile app.
"
- Title: [Windows Installer](https://www.g2.com/discussions/windows-installer-8d44379e-0179-4f26-9745-c6a388d84665) — 1 comment, 1 upvote
  > **Top comment:** "This one is easy. When Samanage became Solarwinds we quit using the product and went elsewhere. 

Samanage had an EXE and an ISO. I'm none to interested in..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/incident-iq-vs-solarwinds-service-desk)