# SolarWinds Service Desk vs Track-It! 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 allows for quick onboarding and minimal learning curve, making it a preferred choice for teams looking for efficiency.
- **Users say** that Track-It! offers a **user-friendly design** that simplifies ticket and asset management. However, some reviewers note that while it is easy to use, it may lack the advanced features and automation capabilities found in SolarWinds Service Desk, which could limit its effectiveness for larger teams.
- **Reviewers mention** that SolarWinds Service Desk provides robust **customer support** , with many users praising the responsiveness and helpfulness of the support team. This strong support network is a significant advantage for organizations that require reliable assistance during implementation and ongoing use.
- **According to verified reviews** , Track-It! is recognized for its **attractive pricing** and basic functionality, making it a viable option for smaller businesses or those with simpler needs. However, it may not meet the demands of larger organizations that require more comprehensive IT service management features.
- **G2 reviewers highlight** that SolarWinds Service Desk's **automation features** , such as automated ticket routing and prioritization, significantly enhance productivity. Users find these features particularly beneficial in streamlining workflows and reducing manual tasks, which is a key differentiator from Track-It!.
- **Users report** that while both products have their strengths, SolarWinds Service Desk consistently receives higher ratings for **ease of setup** and **overall satisfaction**. This is reflected in its recent reviews, where users commend the quick implementation process and the effective integration of IT asset management capabilities.



| | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 3.7 out of 5 | 
| **Total Reviews** | 783 | 100 | 
| **Largest Market Segment** | Mid-Market (68.3% of reviews) | Mid-Market (57.7% of reviews) | 
| **Entry Level Price** | $39.00 Per Month | No pricing available | 

---
## Top Pros & Cons

### SolarWinds Service Desk

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

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

### Track-It!

**Not enough data**

---
## Ratings Comparison
| Rating | SolarWinds Service Desk | Track-It! | 
|---|---|---|
  | **Meets Requirements** | 8.6 (694 reviews) | 7.8 (86 reviews) | 
  | **Ease of Use** | 9.0 (711 reviews) | 7.9 (88 reviews) | 
  | **Ease of Setup** | 8.6 (572 reviews) | 7.6 (51 reviews) | 
  | **Ease of Admin** | 8.9 (580 reviews) | 7.9 (52 reviews) | 
  | **Quality of Support** | 8.9 (680 reviews) | 7.7 (66 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.0 (560 reviews) | 8.1 (50 reviews) | 
  | **Product Direction (% positive)** | 9.0 (678 reviews) | 5.7 (85 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

### Track-It!

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | N/A | N/A |
| **Track-It!** | 7.9/10 | 18 |

#### Ticket and Case Management

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.4 (16 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 7.4 (16 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.0 (16 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 7.9 (14 reviews) | 
| **SLA Management** | Not enough data | 8.3 (9 reviews) | 
| **Attachments/Screencasts** | Not enough data | 7.5 (16 reviews) | 
| **Ticket Collaboration** | Not enough data | 7.6 (15 reviews) | 
| **Customer and Contacts Database** | Not enough data | 8.2 (10 reviews) | 

#### Generative AI

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **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 | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.3 (11 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.2 (14 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 8.3 (9 reviews) | 
| **Social Integration** | Not enough data | 7.7 (8 reviews) | 
| **Voice** | Not enough data | 7.9 (8 reviews) | 

#### Platform

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **Mobile User Support** | Not enough data | 7.7 (8 reviews) ✓ Verified | 
| **Customization ** | Not enough data | 8.5 (10 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.2 (10 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.8 (7 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 7.7 (14 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 7.6 (13 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | 8.5/10 | 142 |
| **Track-It!** | 7.7/10 | 11 |

#### Administration

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **Change Management** | 8.7 (106 reviews) ✓ Verified | 6.9 (8 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (113 reviews) ✓ Verified | 8.1 (8 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.3 (122 reviews) ✓ Verified | 7.4 (9 reviews) ✓ Verified | 

#### Service Desk

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **Help Desk** | 9.3 (128 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 
| **Incident Reports** | 9.2 (126 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | 
| **Process Workflow** | 8.7 (123 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 

#### Management

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **Reporting** | 8.1 (68 reviews) ✓ Verified | 7.5 (6 reviews) ✓ Verified | 
| **Administration Console** | 8.8 (66 reviews) ✓ Verified | 8.1 (6 reviews) ✓ Verified | 
| **Access Management** | 8.5 (65 reviews) ✓ Verified | 6.3 (5 reviews) | 
| **Asset Management** | 8.2 (60 reviews) ✓ Verified | 8.3 (5 reviews) ✓ Verified | 
| **Policy Dictation** | 7.5 (48 reviews) ✓ Verified | 8.1 (6 reviews) | 

#### Functionality

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **Ticketing System** | 9.2 (74 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | 
| **Performance Logging** | 8.2 (55 reviews) ✓ Verified | 6.3 (5 reviews) | 
| **Alerting** | 8.7 (62 reviews) ✓ Verified | 7.2 (6 reviews) ✓ Verified | 
| **Automation** | 8.1 (67 reviews) ✓ Verified | 6.4 (6 reviews) ✓ Verified | 

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

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **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 |
| **Track-It!** | N/A | N/A |

#### Monitoring

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

#### Management Tools

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

#### Generative AI

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

#### Agentic AI - Incident Management

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **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 | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | 8.2/10 | 76 |
| **Track-It!** | N/A | N/A |

#### Asset Inventory

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **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 | Track-It! | 
|---|---|---|
| **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 | Track-It! | 
|---|---|---|
| **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 | Track-It! | 
|---|---|---|
| **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 |
| **Track-It!** | N/A | N/A |

#### Functionality

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **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 | Track-It! | 
|---|---|---|
| **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 | Track-It! | 
|---|---|---|
| **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 | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | 8.3/10 | 488 |
| **Track-It!** | 7.4/10 | 43 |

#### Incident Management

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **Automate Ticket Routing** | 8.6 (430 reviews) | 7.4 (36 reviews) | 
| **Ticket Prioritization** | 8.6 (423 reviews) | 7.5 (38 reviews) | 
| **Ticket Notifications** | 8.8 (459 reviews) | 8.5 (40 reviews) | 
| **Knowledge Base** | 8.3 (412 reviews) | 6.5 (32 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.5 (396 reviews) | 6.8 (33 reviews) | 

#### Reporting

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **Dashboards** | 8.3 (455 reviews) | 7.2 (35 reviews) | 
| **Time Tracking** | 8.2 (356 reviews) | 7.8 (29 reviews) | 
| **Surveys** | 8.0 (329 reviews) | 6.7 (24 reviews) | 

#### Access & Usability

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **Mobile** | 7.2 (359 reviews) | 6.7 (20 reviews) | 
| **Self Service** | 8.5 (401 reviews) | 7.5 (31 reviews) | 
| **Active Directory** | 8.3 (340 reviews) | 8.3 (32 reviews) | 
| **Multi-Channel Access** | 8.5 (276 reviews) | Feature Not Available | 

#### Agentic AI - Service Desk

| Feature | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **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 (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)

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

**Unique to Track-It! (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | SolarWinds Service Desk | Track-It! | 
|---|---|---|
| **Small-Business** | 7.9% | 14.4% | 
| **Mid-Market** | 68.3% | 57.7% | 
| **Enterprise** | 23.8% | 27.8% | 

### By Industry

#### SolarWinds Service Desk

- **Information Technology and Services:** 12.6%
- **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:** 49.7%

#### Track-It!

- **Information Technology and Services:** 13.3%
- **Hospital & Health Care:** 6.1%
- **Higher Education:** 6.1%
- **Utilities:** 4.1%
- **Law Practice:** 4.1%
- **Retail:** 4.1%
- **Government Administration:** 4.1%
- **Insurance:** 3.1%
- **Machinery:** 3.1%
- **Computer Software:** 3.1%
- **Other:** 49.0%

---
## Alternatives

### Alternatives to SolarWinds Service Desk

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1880 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 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 (1199 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4391 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 Track-It!

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6989 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 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)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3751 reviews)
- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 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..."

### Track-It!

No discussions available for this product.

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