SolarWinds Service Desk Reviews & Product Details

SolarWinds® Service Desk is an all-in-one service management platform designed to help IT teams and various departments deliver reliable and efficient service. This comprehensive solution integrates tools for managing incidents, tracking assets, creating custom workflows, and monitoring changes, providing a unified approach that fits seamlessly within the broader SolarWinds ecosystem. With Service Desk, teams can effectively manage their daily tasks, allowing them to focus on maintaining smooth operations for both users and systems. The target audience for SolarWinds Service Desk includes IT professionals, service desk teams, and organizations looking to enhance their service management capabilities. This platform is particularly beneficial for businesses that require a structured approach to incident management and asset tracking. By streamlining operations, Service Desk enables teams to respond to user requests more efficiently, ensuring that issues are resolved promptly and effectively. The platform's versatility also makes it suitable for non-IT departments that need to manage service requests and workflows, thereby fostering collaboration across the organization. One of the standout features of SolarWinds Service Desk is its automation capabilities. By leveraging artificial intelligence (AI) and machine learning, routine tasks and processes can be automated, significantly reducing the potential for human error. This not only frees up team members to concentrate on more complex issues but also enhances the overall employee experience. Additionally, the platform allows users to build customized workflows, ensuring that incidents are managed consistently and efficiently, which is crucial for maintaining service quality. Another key aspect of SolarWinds Service Desk is its use of generative AI to deliver intelligent recommendations and automate responses. This feature supports effective decision-making, helping teams reduce the time required for resolutions. Furthermore, the platform includes access to runbooks—pre-defined procedures for common incidents—which can accelerate resolution times and promote consistency across teams. The AI-powered suggestion engine also provides end users with recommended knowledge base articles, empowering them to resolve issues independently before submitting a ticket, thus alleviating the workload on service agents. Overall, SolarWinds Service Desk offers a robust set of features designed to enhance service management efficiency. By integrating automation, customized workflows, and intelligent recommendations, it stands out as a comprehensive solution that not only addresses the immediate needs of IT teams but also supports broader organizational goals for improved service delivery.

Product Website

Seller

SolarWinds Worldwide LLC

Discussions

SolarWinds Service Desk Community

Languages Supported

Arabic, Bulgarian, Czech, Danish, German, English, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Italian, Japanese, Georgian, Dutch, Norwegian, Polish, Portuguese, Russian, Albanian, Turkish, Chinese (Simplified), Fijian

Overview by

Mary Beth Labuda

Pricing

Pricing provided by SolarWinds Service Desk.

ESSENTIALS

$39.00

Per Month

View More Pricing Information

SolarWinds Worldwide LLC Solutions

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See how SolarWinds Worldwide LLC products can work together to solve real problems.

SolarWinds Service Desk Integrations

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Verified by SolarWinds Service Desk

SolarWinds Service Desk Media

SolarWinds Service Desk Demo - Dashboard

See everything that is happening across your IT organization in one place.

SolarWinds Service Desk Demo - Automations

There are a number of different customization options available.

SolarWinds Service Desk Demo - Reporting

Report on the data that matters to you and your team, when you need it.

SolarWinds Service Desk Demo - Service Catalog

A customizable workflow engine, allowing you to introduce new services or make changes quickly and easily.

SolarWinds Service Desk Demo - Incident Management

Utilizing the incident management queue, you can better prevent the interruption of business processes or other IT services.

SolarWinds Service Desk Demo - Configuration Management Database (CMDB)

Automatically detect, map, and visualize dependencies between configuration items in your IT environment.

Official Downloads

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Data Sheet: SolarWinds Service Desk

G2 reviews are authentic and verified.

Here's how.

Mandla N.

IT manager

Small-Business (50 or fewer emp.)

1/27/2026

"All-in-One Ticketing, Incidents & Asset Management That Speeds Resolutions"

4.5/5

What do you like best about SolarWinds Service Desk?

This brings Ticketing, incident tracking and asset management into on platform.it makes it easier to resolve issues Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

The repotting tools are that flexible or powerful Review collected by and hosted on G2.com.

Graham P.

Network Engieneer

Mid-Market (51-1000 emp.)

6/27/2025

"SolarWinds Service Desk Review"

4.5/5

What do you like best about SolarWinds Service Desk?

SolarWinds Service desk is a great solution for a small company. Our company is using it to replace our Spiceworks ticket system with a ITSM system that is built for small to medium sized businesses. The interface has built in features such as an asset system to track any network device, computer and assign them to users. It also pulls all the info of the asset that it is able as well as peripherals that are attached to the system. SolarWinds also offers a workflow option to automatically assign tickets to certain groups or users that handle certain tasks such as new hire workflows where many steps or tasks need to be completed by different people. SolarWinds helps this make a workflow to go though all these steps with each user completing their task in the workflow to help track the progress of a ticket from start to finish. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

One of the main thing that is frustrating about SolarWinds Service desk is the search function for Asset management. For some reason you must put in the entire computer name when looking up machines Review collected by and hosted on G2.com.

What problems is SolarWinds Service Desk solving and how is that benefiting you?

SolarWinds replaces our current ticket system and adds a asset management tracking component to help track the asset that the end user is having problems with. It also adds integration for remote management of systems within the ITSM which is very helpful to us as we don't have one that integrated currently. Review collected by and hosted on G2.com.

don n.

Applications Developer (Support)

Mid-Market (51-1000 emp.)

6/26/2025

"Solarwinds Service Desk is my memory"

4/5

What do you like best about SolarWinds Service Desk?

Solarwinds Service Desk (SWSD) is my historical memory. That is its greatest feature. With so many small and unique application tickets coming, this is my goto repository for recalling steps toward resolution. Its features allow the relating of similar tickets, problems and solutions, all leading toward quick solving of problems. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

- Lack of fixed font for documenting code

- I don't think tag searching works very well

- Inability to search by subcategory

- Solution images are falling off. Images speak 1,000 words and are critical in solutions. I've been told that I am not saving the images correctly, that I should not be pasting images but instead saving images to disk and then importing them. Nope. Sorry. Paste works fine. If the application is not able to handle that correctly, solve the problem. Review collected by and hosted on G2.com.

What problems is SolarWinds Service Desk solving and how is that benefiting you?

It's my memory store. I cannot remember everything that happens in a day, over the course of a week or month or years. But I can search the repository of incidents to find similar details and determine the correct course of action. In addition, should I be hit by a bus, my colleagues have a huge repository of incidents to determine what needs to be done. Review collected by and hosted on G2.com.

Mark T.

Deskside technician

Small-Business (50 or fewer emp.)

2/19/2026

"Just started with SolarWinds Service Desk and it has many features I'm going to enjoy."

4/5

What do you like best about SolarWinds Service Desk?

I like the fact that you can edit your responses in the a ticket and add attachments. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

Searching is difficult for me, if looking for a specific asset tag number, not knowing the ticket number. Review collected by and hosted on G2.com.

Casey H.

IT Manager

Mid-Market (51-1000 emp.)

6/24/2025

"Good balance of price and features"

4.5/5

What do you like best about SolarWinds Service Desk?

We use SolarWinds Service Desk to support a company of about 350 employees, with the IT, finance, and production teams all using the platform. The interface is easy to use and customizable to a degree. We rely heavily on the automation tools, task lists, dashboards, change management features, employee portal, and service catalog. It’s also good to see that SolarWinds is continually adding new features and refining the product. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

Some of the automation options are limited—you can’t always access certain fields you’d like to use in automation rules. Built-in remote support would also be a useful addition. The email log doesn’t always show the full history, which can make tracking communications harder. We also find that the Slack integration could be more robust. It would also be helpful if you could select a response template and have the message come from a team or service account, rather than from the individual technician. We don’t use the mobile app often, but when we do, it feels pretty limited in functionality. Review collected by and hosted on G2.com.

What problems is SolarWinds Service Desk solving and how is that benefiting you?

We use SolarWinds Service Desk to manage IT incidents and requests, change management, ERP requests, and production system requests. On the IT side, we switched from Jira—SolarWinds Service Desk has been simpler to use and less expensive. The automations and reporting features have definitely improved how our team works, helping us respond faster and giving us better visibility into our workload. Review collected by and hosted on G2.com.

Kaleb G.

System Administrator

Enterprise (> 1000 emp.)

6/26/2025

"Lots of good but some Really Bad points"

1.5/5

What do you like best about SolarWinds Service Desk?

The platform is wonderful. It was easy to setup and start using. We use it every day all day. It has several features that are nice with being able to have separate organizations to separate departments was nice. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

The worst part is the support. We have a ticket currently that has been open for over a month with little progress. The support has been less than helpful to the point where we are considering other options as the part that is broken is one of our major systems. Review collected by and hosted on G2.com.

Response from Lauren Okruch of SolarWinds Service Desk

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Hi Kaleb,

Thank you for sharing your feedback. I’m glad to hear that the platform, UI, and portal are working so well for your team, but I am very concerned to read about your recent experience with our support team.

We pride ourselves on high-quality support, so having a critical ticket open for over a month with little progress is not the standard we set for ourselves. I want to look into this personally and get it moving for you immediately if it's still open and applicable.

Could you please email me directly at pmmteam@solarwinds.com with your case number? I will escalate this to our support leadership today to understand where the bottleneck is and get you a resolution.

JK G.

Director of technology and digital initiatives

Mid-Market (51-1000 emp.)

7/1/2025

"Solid solution for ticket handling"

3.5/5

What do you like best about SolarWinds Service Desk?

The ticketing system is highly effective for managing IT support across departments like curatorial, education, conservation, and facilities. Staff can easily submit tickets through an intuitive interface, while IT teams benefit from automated workflows, ticket prioritization, and SLA tracking. This ensures quick response times and consistent communication—critical in environments where downtime can impact public programming or exhibition schedules. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

It doesn't offer deep customization for cultural institution systems out-of-the-box, Review collected by and hosted on G2.com.

Response from Lauren Okruch of SolarWinds Service Desk

edit

Hi JK,

Thank you for the detailed review! It is fascinating to see how SolarWinds Service Desk is being used across such diverse departments like conservation and curatorial—that is exactly the kind of cross-departmental utility we strive for.

Regarding your point on customization for cultural institutions: It's right to point out that we aim to be a versatile platform rather than a niche vertical solution out-of-the-box. However, we'd love to help you bridge that gap. Many of our customers use Custom Objects and our API to mirror the specific workflows of unique industries.

If there is a specific integration or cultural system workflow you're missing, please reach out to us or drop a suggestion in our THWACK community (and mention @Lauren.Okruch). We are always looking to expand our library of integration templates!

Amy W.

Applications Support & Project Analysis

Non-Profit Organization Management

Mid-Market (51-1000 emp.)

6/25/2025

"Great for ticketing, solution management, and asset management"

4.5/5

What do you like best about SolarWinds Service Desk?

Highly customizable to whatever automations, rules, reminders, etc. that your team needs to run their ticketing and asset management efficiently. Very simple to integrate our onboarding/offboarding flows, publish request forms for our customers to access, and more. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

There is nothing to necessarily dislike about SolarWinds from a ticket manager perspective -- I think for end users it can be a bit cumbersome with how much is sent in each update email. Review collected by and hosted on G2.com.

Prashant M.

Senior IT Manager

Mid-Market (51-1000 emp.)

7/27/2025

"SolarWinds ITSM Portal"

4/5

What do you like best about SolarWinds Service Desk?

SolarWinds Service Desk fulfils the very core need of an ITSM portal by providing rich, interactive Portal for both User and Admin sides. ` Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

The ITSM portal takes some time to load the entire page, which sometimes feels sluggish and affects user experience. Review collected by and hosted on G2.com.

Verified User in Utilities

Mid-Market (51-1000 emp.)

10/11/2024

"Solarwinds Help Desk Review"

4.5/5

What do you like best about SolarWinds Service Desk?

I am part of an electric coop that has around 100 employees, and this service desk feature is the best fit for our company. It provides our end users with a simplistic way of entering help desk tickets, and it helps us manage our assets efficiently on the admin side. I would highly recommend this option for a small company. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

There is no third-party integration from what I've seen. Customer support is lacking somewhat; when I've had questions, I get sent knowledge bases instead of being able to talk to an actual person. Review collected by and hosted on G2.com.