# Opsgenie vs SolarWinds Service Desk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that SolarWinds Service Desk excels in user experience, highlighting its **intuitive interface** and **easy navigation**. Users appreciate the straightforward design, which makes it accessible for all team members, and the automated ticketing system that enhances efficiency.
- **Users say** that Opsgenie offers a strong balance between usability and powerful incident management capabilities. The **clean and well-structured interface** allows for easy navigation of alerts and schedules, making it a reliable tool for managing on-call rotations.
- **According to verified reviews** , SolarWinds Service Desk stands out for its **quick implementation** and **responsive support**. Reviewers have noted that the onboarding process is seamless, which is crucial for teams looking to get up and running without delays.
- **Reviewers mention** that while Opsgenie is effective for managing on-call schedules, it may not be as comprehensive in terms of IT asset management compared to SolarWinds Service Desk. Users have pointed out that Opsgenie is primarily focused on incident management, which may limit its utility for broader IT service management needs.
- **G2 reviewers highlight** that SolarWinds Service Desk provides excellent **approval workflows** and customizable processes, which are beneficial for teams that require structured ticket handling. This feature is particularly praised for enhancing operational efficiency.
- **Users report** that while Opsgenie has strong incident management features, it faces challenges in areas like **customer support** compared to SolarWinds Service Desk. Some users have expressed a desire for more robust support options, especially during critical incidents.



| | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 52 | 778 | 
| **Largest Market Segment** | Mid-Market (53.8% of reviews) | Mid-Market (68.3% of reviews) | 
| **Entry Level Price** | No pricing available | $39.00 Per Month | 

---
## Top Pros & Cons

### Opsgenie

Pros:
- Alerting System (1 reviews)
- Alert Management (1 reviews)

Cons:
- Learning Curve (1 reviews)
- Steep Learning Curve (1 reviews)

### SolarWinds Service Desk

Pros:
- Asset Management (4 reviews)
- Ticketing System (4 reviews)

Cons:
- Insufficient Information (3 reviews)
- Expensive (2 reviews)

---
## Ratings Comparison
| Rating | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
  | **Meets Requirements** | 8.9 (40 reviews) | 8.6 (693 reviews) | 
  | **Ease of Use** | 8.4 (40 reviews) | 9.0 (706 reviews) | 
  | **Ease of Setup** | 8.2 (24 reviews) | 8.6 (571 reviews) | 
  | **Ease of Admin** | 8.6 (23 reviews) | 8.9 (580 reviews) | 
  | **Quality of Support** | 8.7 (30 reviews) | 8.9 (676 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (22 reviews) | 9.0 (560 reviews) | 
  | **Product Direction (% positive)** | 9.4 (37 reviews) | 9.0 (677 reviews) | 

---
## Pricing

### Opsgenie

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### 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

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Opsgenie** | N/A | N/A |
| **SolarWinds Service Desk** | 8.5/10 | 140 |

#### Administration

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Change Management** | Not enough data | 8.7 (106 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.5 (112 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.4 (120 reviews) ✓ Verified | 

#### Service Desk

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Help Desk** | Not enough data | 9.3 (127 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 9.2 (126 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 8.7 (121 reviews) ✓ Verified | 

#### Management

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Reporting** | Not enough data | 8.2 (67 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 | 8.2 (59 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 7.5 (48 reviews) ✓ Verified | 

#### Functionality

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.2 (73 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 | Opsgenie | 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 | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Opsgenie** | 8.5/10 | 32 |
| **SolarWinds Service Desk** | 7.6/10 | 108 |

#### Monitoring

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Constant Monitoring** | 9.3 (29 reviews) ✓ Verified | 8.4 (76 reviews) ✓ Verified | 
| **Timely Alerts** | 9.2 (31 reviews) ✓ Verified | 8.5 (85 reviews) ✓ Verified | 
| **TIcket Accuracy** | 8.8 (29 reviews) ✓ Verified | 8.8 (90 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 4.3 (9 reviews) | 

#### Management Tools

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Ticket Assignment** | 8.9 (28 reviews) ✓ Verified | 9.0 (96 reviews) ✓ Verified | 
| **Standardization** | 8.7 (29 reviews) ✓ Verified | 8.7 (99 reviews) ✓ Verified | 
| **Lifecycle Visualization** | 8.5 (25 reviews) ✓ Verified | 8.4 (85 reviews) ✓ Verified | 

#### Generative AI

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | 7.3 (5 reviews) | 5.9 (24 reviews) | 
| **AI Text Summarization** | 7.0 (5 reviews) | 6.5 (24 reviews) | 

#### Agentic AI - Incident Management

| Feature | Opsgenie | 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 |
|---|---|---|
| **Opsgenie** | N/A | N/A |
| **SolarWinds Service Desk** | 8.2/10 | 75 |

#### Asset Inventory

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | 8.6 (66 reviews) | 
| **Software Asset Inventory** | Not enough data | 8.4 (63 reviews) | 
| **Cloud Asset Inventory** | Not enough data | 8.1 (50 reviews) | 
| **Mobile Asset Inventory** | Not enough data | 8.0 (50 reviews) | 
| **Asset Discovery** | Not enough data | 8.0 (60 reviews) | 

#### Generative AI

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Generation** | Not enough data | Feature Not Available | 

#### Agentic AI - IT Asset Management

| Feature | Opsgenie | 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 | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Central Dashboard** | Not enough data | 8.6 (65 reviews) | 
| **Asset Policy Management** | Not enough data | 8.0 (9 reviews) | 
| **Risk Management** | Not enough data | 8.0 (9 reviews) | 
| **Integrations** | Not enough data | 8.2 (56 reviews) | 

### Software Asset Management Tools

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

#### Functionality

| Feature | Opsgenie | 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 | Opsgenie | 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 | Opsgenie | 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 | 

### IT Alerting

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

#### Generative AI

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 

#### Agentic AI - IT Alerting

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

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Opsgenie** | N/A | N/A |
| **SolarWinds Service Desk** | 8.3/10 | 485 |

#### Incident Management

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 8.6 (430 reviews) | 
| **Ticket Prioritization** | Not enough data | 8.6 (423 reviews) | 
| **Ticket Notifications** | Not enough data | 8.8 (458 reviews) | 
| **Knowledge Base** | Not enough data | 8.3 (412 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.5 (396 reviews) | 

#### Reporting

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Dashboards** | Not enough data | 8.3 (454 reviews) | 
| **Time Tracking** | Not enough data | 8.2 (356 reviews) | 
| **Surveys** | Not enough data | 8.0 (329 reviews) | 

#### Access & Usability

| Feature | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Mobile** | Not enough data | 7.2 (359 reviews) | 
| **Self Service** | Not enough data | 8.5 (400 reviews) | 
| **Active Directory** | Not enough data | 8.3 (340 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.5 (276 reviews) | 

#### Agentic AI - Service Desk

| Feature | Opsgenie | 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 (1):** [Incident Management Software](https://www.g2.com/categories/incident-management)

**Unique to Opsgenie (1):** [IT Alerting Software](https://www.g2.com/categories/it-alerting)

**Unique to SolarWinds Service Desk (4):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [Service Desk Software](https://www.g2.com/categories/service-desk), [Software Asset Management (SAM) Tools](https://www.g2.com/categories/software-asset-management-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | Opsgenie | SolarWinds Service Desk | 
|---|---|---|
| **Small-Business** | 28.8% | 7.9% | 
| **Mid-Market** | 53.8% | 68.3% | 
| **Enterprise** | 17.3% | 23.8% | 

### By Industry

#### Opsgenie

- **Computer Software:** 23.5%
- **Information Technology and Services:** 17.6%
- **Telecommunications:** 11.8%
- **Retail:** 7.8%
- **Computer & Network Security:** 5.9%
- **Marketing and Advertising:** 5.9%
- **Airlines/Aviation:** 3.9%
- **Government Administration:** 3.9%
- **Publishing:** 2.0%
- **Logistics and Supply Chain:** 2.0%
- **Other:** 15.7%

#### SolarWinds Service Desk

- **Information Technology and Services:** 12.6%
- **Hospital & Health Care:** 7.6%
- **Higher Education:** 4.8%
- **Education Management:** 4.7%
- **Financial Services:** 4.3%
- **Computer Software:** 4.0%
- **Construction:** 3.3%
- **Retail:** 3.1%
- **Insurance:** 3.1%
- **Non-Profit Organization Management:** 2.7%
- **Other:** 49.7%

---
## Alternatives

### Alternatives to Opsgenie

- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (952 reviews)
- [xMatters](https://www.g2.com/products/xmatters/reviews) — 4.5/5 stars (766 reviews)
- [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) — 4.4/5 stars (310 reviews)
- [Splunk On-Call](https://www.g2.com/products/splunk-on-call/reviews) — 4.5/5 stars (52 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1866 reviews)
- [incident.io](https://www.g2.com/products/incident-io/reviews) — 4.8/5 stars (181 reviews)
- [AlertOps](https://www.g2.com/products/alertops/reviews) — 4.7/5 stars (153 reviews)
- [Better Stack](https://www.g2.com/products/better-stack/reviews) — 4.8/5 stars (320 reviews)
- [Dynatrace](https://www.g2.com/products/dynatrace/reviews) — 4.5/5 stars (1363 reviews)

### Alternatives to SolarWinds Service Desk

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1866 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 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 (1146 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 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 (4306 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

### Opsgenie

- Title: [How do I try Opsgenie out?](https://www.g2.com/discussions/how-do-i-try-opsgenie-out) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Opsgenie offers four plans that allow you to scale as you grow, starting with our free plan of basic alerting and on-call management for up to 5 users. You..."
- Title: [Who is Opsgenie for?](https://www.g2.com/discussions/who-is-opsgenie-for) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Opsgenie is designed for Dev and Ops teams operating always-on services, we’re a solution for cloud, on-prem, and hybrid environments. We offer plans to suit..."
- Title: [How does Opsgenie help me work faster and smarter?](https://www.g2.com/discussions/how-does-opsgenie-help-me-work-faster-and-smarter) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Opsgenie removes the guesswork around alerting and incidents, you don’t have to wonder which alerts are important, where the alert is coming from, and who..."
- Title: [What makes Opsgenie stand out?](https://www.g2.com/discussions/what-makes-opsgenie-stand-out) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Opsgenie receives rich payload data from your favorite ITSM tools and populates alerts with that information. This means that each alert has all of the..."
- Title: [Can I use Opsgenie with on-prem?](https://www.g2.com/discussions/can-i-use-opsgenie-with-on-prem) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Yes! Opsgenie is a great modern incident management solution for on-prem, cloud, and hybrid environments. Here’s a great blog post..."

### 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/opsgenie-vs-solarwinds-service-desk)