# SolarWinds Service Desk vs incident.io Comparison
---
## AI Generated Summary
- **G2 reviewers report** that SolarWinds Service Desk excels in providing a user-friendly interface, making it easy for team members to navigate and utilize its features effectively. Users appreciate the intuitive design and the ability to add approval steps into workflows, enhancing process management.
- **Users say** that incident.io stands out for its seamless integration with Slack, which allows for real-time visibility into issues and structured responses. This ChatOps functionality is praised for making incident management fast and collaborative, ensuring that teams can respond efficiently to incidents.
- **Reviewers mention** that SolarWinds Service Desk offers strong support, with many users highlighting the responsive customer service and quick implementation process. This support is a key strength, especially for organizations looking for reliable assistance during onboarding.
- **According to verified reviews** , incident.io is noted for its ease of setup and configuration, with users finding it straightforward to install. This simplicity has helped teams improve their incident response processes, particularly for minor incidents that were previously managed informally.
- **G2 reviewers highlight** that while SolarWinds Service Desk has a robust set of features, some users feel it may not fully meet their specific workflow needs, indicating potential configuration challenges. This feedback suggests that while the platform is powerful, it may require additional customization for some teams.
- **Users report** that incident.io's focus on automation, such as automated timelines and role assignments, significantly enhances its functionality. This feature set is particularly beneficial for teams looking to streamline their incident management processes and improve documentation practices.



| | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.8 out of 5 | 
| **Total Reviews** | 785 | 209 | 
| **Largest Market Segment** | Mid-Market (68.3% of reviews) | Mid-Market (65.2% of reviews) | 
| **Entry Level Price** | $39.00 Per Month | Free 5 Users | 

---
## Top Pros & Cons

### SolarWinds Service Desk

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

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

### incident.io

Pros:
- Ease of Use (55 reviews)
- Slack Integration (45 reviews)

Cons:
- Missing Features (11 reviews)
- Integration Issues (9 reviews)

---
## Ratings Comparison
| Rating | SolarWinds Service Desk | incident.io | 
|---|---|---|
  | **Meets Requirements** | 8.6 (694 reviews) | 9.2 (152 reviews) | 
  | **Ease of Use** | 9.0 (712 reviews) | 9.4 (156 reviews) | 
  | **Ease of Setup** | 8.6 (572 reviews) | 9.1 (102 reviews) | 
  | **Ease of Admin** | 8.9 (580 reviews) | 9.1 (84 reviews) | 
  | **Quality of Support** | 8.9 (681 reviews) | 9.8 (143 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.0 (560 reviews) | 9.7 (83 reviews) | 
  | **Product Direction (% positive)** | 9.0 (678 reviews) | 10.0 (144 reviews) | 

---
## Pricing

### 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

### incident.io

#### Entry-Level Pricing

Plan: Basic

Price: Free 5 Users

Description: For individuals and early stage teams

Key Features:
- On-call and alerting
- Slack native incident reponse
- Beautiful status page

[Browse all 4 editions](https://www.g2.com/products/incident-io/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | 8.5/10 | 143 |
| **incident.io** | N/A | N/A |

#### Administration

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

#### Service Desk

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

#### Management

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

#### Functionality

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

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

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

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | 7.6/10 | 108 |
| **incident.io** | 9.0/10 | 122 |

#### Monitoring

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Constant Monitoring** | 8.4 (76 reviews) ✓ Verified | 8.8 (92 reviews) | 
| **Timely Alerts** | 8.5 (85 reviews) ✓ Verified | 9.4 (102 reviews) | 
| **TIcket Accuracy** | 8.8 (90 reviews) ✓ Verified | 9.2 (103 reviews) | 
| **AI Monitoring** | 4.3 (9 reviews) | 9.2 (6 reviews) | 

#### Management Tools

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Ticket Assignment** | 9.0 (96 reviews) ✓ Verified | 9.0 (102 reviews) | 
| **Standardization** | 8.7 (99 reviews) ✓ Verified | 9.4 (108 reviews) | 
| **Lifecycle Visualization** | 8.4 (85 reviews) ✓ Verified | 9.3 (103 reviews) | 

#### Generative AI

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **AI Text Generation** | 5.9 (24 reviews) | 8.2 (57 reviews) | 
| **AI Text Summarization** | 6.5 (24 reviews) | 8.5 (61 reviews) | 

#### Agentic AI - Incident Management

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Autonomous Task Execution** | Feature Not Available | Not enough data | 
| **Multi-step Planning** | Feature Not Available | Not enough data | 
| **Cross-system Integration** | Feature Not Available | 8.8 (8 reviews) | 
| **Adaptive Learning** | Feature Not Available | Not enough data | 
| **Natural Language Interaction** | Feature Not Available | Not enough data | 
| **Proactive Assistance** | Feature Not Available | 9.3 (5 reviews) | 
| **Decision Making** | Feature Not Available | Not enough data | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | 8.2/10 | 76 |
| **incident.io** | N/A | N/A |

#### Asset Inventory

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

#### Generative AI

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | 
| **AI Text Generation** | Feature Not Available | Not enough data | 

#### Agentic AI - IT Asset Management

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

#### Management

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Central Dashboard** | 8.6 (65 reviews) | Not enough data | 
| **Asset Policy Management** | 8.0 (9 reviews) | Not enough data | 
| **Risk Management** | 8.0 (9 reviews) | Not enough data | 
| **Integrations** | 8.1 (57 reviews) | Not enough data | 

### Software Asset Management Tools

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | N/A | N/A |
| **incident.io** | N/A | N/A |

#### Functionality

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

#### Risk assessment

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

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | N/A | N/A |
| **incident.io** | N/A | N/A |

#### Generative AI

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **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 | 

### AI SRE Tools

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | N/A | N/A |
| **incident.io** | 7.2/10 | 10 |

#### Reliability Objectives & Service Operations - AI SRE Tools

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Intelligent On-Call Workflows** | Not enough data | Not enough data | 
| **Error Budget Tracking** | Not enough data | 6.9 (9 reviews) | 
| **SLI & SLO Management** | Not enough data | 6.9 (9 reviews) | 
| **Service Health Modeling & Reporting** | Not enough data | Not enough data | 

#### AI Detection & Signal Quality - AI SRE Tools

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Cross-Telemetry Correlation** | Not enough data | Not enough data | 
| **Change-Aware Detection** | Not enough data | Not enough data | 
| **Adaptive Anomaly Detection** | Not enough data | 6.3 (9 reviews) | 
| **Alert Correlation & Noise Reduction** | Not enough data | 7.2 (10 reviews) | 

#### Investigation & Root Cause Analysis - AI SRE Tools

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Guided Incident Investigation** | Not enough data | 9.1 (9 reviews) | 
| **Live Debugging in Production** | Not enough data | Not enough data | 
| **AI Root Cause Analysis** | Not enough data | 6.3 (9 reviews) | 
| **Runtime-Verified Root Cause Analysis** | Not enough data | Not enough data | 

#### Automation & Platform Controls - AI SRE Tools

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Automated Runbook & Workflow Execution** | Not enough data | 7.6 (9 reviews) | 
| **Human-in-the-Loop Remediation** | Not enough data | 7.2 (9 reviews) | 
| **Integration, APIs & Secure Access Controls** | Not enough data | Not enough data | 
| **AI-Assisted Code Fix Generation** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | 8.3/10 | 488 |
| **incident.io** | N/A | N/A |

#### Incident Management

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Automate Ticket Routing** | 8.6 (430 reviews) | Not enough data | 
| **Ticket Prioritization** | 8.6 (423 reviews) | Not enough data | 
| **Ticket Notifications** | 8.8 (459 reviews) | Not enough data | 
| **Knowledge Base** | 8.3 (412 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 8.5 (396 reviews) | Not enough data | 

#### Reporting

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Dashboards** | 8.3 (455 reviews) | Not enough data | 
| **Time Tracking** | 8.2 (356 reviews) | Not enough data | 
| **Surveys** | 8.0 (329 reviews) | Not enough data | 

#### Access & Usability

| Feature | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Mobile** | 7.2 (359 reviews) | Not enough data | 
| **Self Service** | 8.5 (401 reviews) | Not enough data | 
| **Active Directory** | 8.3 (340 reviews) | Not enough data | 
| **Multi-Channel Access** | 8.5 (276 reviews) | Not enough data | 

#### Agentic AI - Service Desk

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

---
## Categories
**Shared Categories (1):** [Incident Management Software](https://www.g2.com/categories/incident-management)

**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)

**Unique to incident.io (2):** [IT Alerting Software](https://www.g2.com/categories/it-alerting), [ AI SRE Tools Software](https://www.g2.com/categories/ai-sre-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | SolarWinds Service Desk | incident.io | 
|---|---|---|
| **Small-Business** | 7.9% | 11.4% | 
| **Mid-Market** | 68.3% | 65.2% | 
| **Enterprise** | 23.7% | 23.4% | 

### By Industry

#### 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%

#### incident.io

- **Computer Software:** 25.0%
- **Financial Services:** 23.9%
- **Information Technology and Services:** 17.6%
- **Marketing and Advertising:** 7.4%
- **Retail:** 2.7%
- **Leisure, Travel & Tourism:** 2.7%
- **Internet:** 2.1%
- **Computer & Network Security:** 1.6%
- **Apparel & Fashion:** 1.1%
- **Computer Games:** 1.1%
- **Other:** 14.9%

---
## Alternatives

### 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 (4591 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)

### Alternatives to incident.io

- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (967 reviews)
- [FireHydrant](https://www.g2.com/products/firehydrant-firehydrant/reviews) — 4.5/5 stars (143 reviews)
- [Rootly](https://www.g2.com/products/rootly/reviews) — 4.8/5 stars (74 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [Opsgenie](https://www.g2.com/products/opsgenie/reviews) — 4.2/5 stars (54 reviews)
- [xMatters](https://www.g2.com/products/xmatters/reviews) — 4.5/5 stars (789 reviews)
- [Better Stack](https://www.g2.com/products/better-stack/reviews) — 4.8/5 stars (328 reviews)
- [Datadog](https://www.g2.com/products/datadog/reviews) — 4.4/5 stars (725 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1904 reviews)
- [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) — 4.4/5 stars (310 reviews)

---
## Top Discussions

### 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..."

### incident.io

- Title: [What do you like most about incident.io for incident management, and what could be improved?](https://www.g2.com/discussions/what-do-you-like-most-about-incident-io-for-incident-management-and-what-could-be-improved) — 1 comment
  > **Top comment:** "I appreciate how incident.io brings structure and consistency to incident response by centralising everything from alerting to post‑incident analysis in one..."
- Title: [What is incident.io used for?](https://www.g2.com/discussions/what-is-incident-io-used-for) — 1 comment
  > **Top comment:** "incident.io is an incident management tool that offers calmness whenever unplanned events occur with robust features and integration options with major 3rd..."

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