# SolarWinds Service Desk Reviews **Vendor:** SolarWinds Worldwide LLC **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.3/5.0 **Total Reviews:** 775 ## About SolarWinds Service Desk Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment. It is designed for IT professionals, service desk teams, and organizations looking to enhance their service management capabilities without the implementation overhead typically associated with enterprise ITSM tools. The platform covers incident management, problem management, change management, asset management, and CMDB in a single product. A configurable, drag-and-drop self-service portal and easy-to-use knowledge base allow end users to resolve common issues independently, while rule-based automations handle ticket routing, prioritization, escalation, and notifications without manual intervention. Customizable dashboards and reporting give teams visibility across incidents, requests, changes, and assets. AI capabilities are embedded directly into agent workflows; including ticket summarization, solution suggestions, intelligent incident/problem linking, response and resolution drafting, runbook generation, and knowledge base recommendations. These capabilities are available out of the box without additional configuration. The AI is scoped to surface relevant, actionable information at the right moment rather than requiring teams to build or maintain separate AI tooling. As part of the SolarWinds portfolio, Service Desk integrates natively with SolarWinds Observability and IT operations tools, allowing infrastructure alerts to automatically generate service desk tickets and giving technicians direct access to node health, recent changes, and other operational context within the incident record. Native integrations also include Microsoft Entra ID for user lifecycle management, Jira for cross-team escalation, Automox for patch management, and an open API for custom connections. Service Desk supports enterprise service management (ESM), enabling organizations to extend ITSM processes beyond IT, to departments such as HR, Facilities, and Legal, without additional products or professional services. For IT teams, the lift is minimal: new department portals are built on the same platform they already manage, using the same workflows, automations, and reporting. This gives IT centralized visibility and control across the organization, reducing the risk of departments adopting unauthorized tools to fill gaps in service coverage. Overall, SolarWinds Service Desk offers a robust set of features designed to enhance service management efficiency, without the headache. 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. ## SolarWinds Service Desk Pros & Cons **What users like:** - Users appreciate the **ease of use** of SolarWinds Service Desk, enhancing ticket management and reporting efficiency. (8 reviews) - Users value the **comprehensive asset management** features of SolarWinds Service Desk, streamlining issue resolution and inventory tracking. (7 reviews) - Users appreciate the **user-friendly design** of SolarWinds Service Desk, ensuring seamless integration and efficient support. (7 reviews) - Users appreciate the **ease of use** of SolarWinds Service Desk, making ticket submission and management effortless and efficient. (7 reviews) - Users value the **user-friendly interface** of SolarWinds Service Desk, ensuring smooth navigation and seamless ITSM processes. (5 reviews) - Customer Satisfaction (4 reviews) - Customizability (4 reviews) - Incident Management (4 reviews) - Automation (3 reviews) - Configuration Ease (3 reviews) **What users dislike:** - Users find **missing features** in SolarWinds Service Desk, limiting flexibility and requiring manual troubleshooting for precise analysis. (5 reviews) - Users report **difficulties with searching assets** , leading to challenges in managing devices and data inconsistencies. (4 reviews) - Users find **insufficient information** in SolarWinds Service Desk, hindering effective device management and troubleshooting efforts. (3 reviews) - Users note the **limited features** of SolarWinds Service Desk, wishing for more advanced automation and customizations. (3 reviews) - Users feel there are **limitations on features and integrations** , particularly for mobile access in SolarWinds Service Desk. (2 reviews) - Users find the **complexity** of SolarWinds Service Desk can be overwhelming for basic helpdesk needs, increasing costs. (2 reviews) - Complex Setup (2 reviews) - Users find the service desk **expensive** compared to alternative ticketing tools, impacting its overall value. (2 reviews) - Users face **integration issues** with SolarWinds Service Desk, encountering limitations in customization and third-party connections. (2 reviews) - Limited Customization (2 reviews) ## SolarWinds Service Desk Reviews ### 1. Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management **Rating:** 5.0/5.0 stars **Reviewed by:** Lakhan N. | Associate Infrastructure Support Engineer , Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2026 **What do you like best about SolarWinds Service Desk?** SolarWinds Service Desk stands out for its intuitive interface and ease of use, which makes it simple for teams to manage tickets and service requests without extensive training. It streamlines IT service management by combining ticketing, asset management, and workflow automation in one platform, improving overall efficiency. I also appreciate how it centralizes all IT operations, allowing better visibility into incidents, assets, and performance metrics. This helps teams resolve issues faster and improves communication across departments. **What do you dislike about SolarWinds Service Desk?** The main downside is limited customization and integrations, along with less flexible reporting features. It can also be slightly difficult to search and manage assets efficiently at times. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** SolarWinds Service Desk helps me manage IT issues and service requests in a structured way instead of using emails or spreadsheets. It makes tracking and resolving tickets easier, improves response time, and keeps everything organized in one system. ### 2. Ticketing and Asset Management in One Clean, Reliable Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about SolarWinds Service Desk?** The ticketing and asset management being in the same place is the biggest thing for me. When an incident comes in I can tie it straight to an affected asset, see the warranty, the owner, the history, all without leaving the screen. That alone cuts out a lot of back and forth that used to happen when trying to piece together what was affected and who owned it. You can also add users and computers directly into the system rather than it just being a ticket logging tool, so it doubles up as a proper asset and user management platform which is more useful than it sounds until you are actually using it daily. Previously that information lived across spreadsheets and a separate system, pulling it together mid incident was genuinely painful. The search functionality is something I use constantly. Searching ticket titles in speech marks gives you exact matches rather than a load of loosely related results, and the custom search queries let you filter down to exactly what you need quickly. Once you have built a useful query you can save it and come back to it, which sounds minor but when you are checking the same filtered views regularly it saves a surprising amount of time. Being able to build a view of everything assigned to your team, filtered by priority and open status, and just having that sat there ready is something you do not realise you needed until you have it. When you are raising a new ticket it suggests related existing tickets as well, which has genuinely stopped us logging the same incident twice on busy days. That one caught me off guard when I first noticed it but it is something I rely on now. Nothing worse than two engineers working the same problem independently because nobody spotted the duplicate, especially when one of them has already found the fix. Being able to clone changes is one of those features that does not sound impressive until you are actually doing it. Rather than rebuilding the same change template from scratch every time you just clone an existing one and adjust what you need. For repeat changes or similar maintenance tasks it takes something that used to take ten minutes of unnecessary admin down to about two. Over the course of a month that adds up. The solutions section is well done and probably underrated. Articles are easy to find, you can link them directly to tickets, and they surface up when you are working on an incident so you are not hunting for them separately mid troubleshoot. We have built up a decent library of fixes over time and being able to attach the relevant solution directly to a closed ticket has also made it easier to spot patterns in recurring issues. If the same fix is being linked to ten tickets a month that tells you something needs addressing properly rather than just being patched each time. The self service portal is cleaner than most and end users do actually use it, which cuts down on people emailing the helpdesk directly or sending a Teams message to whoever they happen to know. Having a proper place for users to raise requests and check the status of their tickets has reduced the amount of informal chasing the team has to deal with, which is a surprisingly big quality of life improvement. The UI is simple and clean, not cluttered at all. New starters tend to pick it up quickly without much hand holding which is always a good sign, and the overall layout means you are not spending time figuring out where things are. It integrates well with Azure AD which keeps user provisioning tidy and means new starters are in the system without any manual work on our end. Performance has been solid throughout, not had issues with slowness or anything going down unexpectedly in normal use. In terms of cost it is not the cheapest option out there but having asset management included rather than paying for it separately makes it reasonable value when you actually compare it properly against running two tools. The onboarding documentation is thorough enough that we did not need to lean on support much to get up and running, and when we did raise questions the support team were responsive and knew the product well rather than just pointing you back at the docs. The AI side surfaces relevant knowledge base articles when you are working a ticket which saves a bit of digging around, not ground-breaking but a genuine small time saver when you are dealing with a high volume of tickets and need to find the right solution quickly. **What do you dislike about SolarWinds Service Desk?** The mobile app is available but fairly limited. It covers the basics for on the go but lacks some of the detail and functionality you get on the desktop, so for anything beyond a quick status update you end up jumping on a laptop anyway. For a team that occasionally needs to respond to something away from a desk it is passable but it could do with being fleshed out a bit more to be genuinely useful rather than just there. Things like viewing asset details tied to a ticket or checking SLA status are not great on mobile and those are things you actually want when you are out of the office dealing with something urgent. The initial configuration takes a fair amount of time to get right. Things like custom fields, categories, SLA rules and approval workflows need proper thought up front otherwise you end up going back and adjusting things later when you realise something does not quite work the way you expected. It is not a tool you can just spin up and use straight away, you need to invest time at the start to get the most out of it. That is not necessarily a dealbreaker but it is worth knowing going in because if you underestimate that setup time it causes frustration down the line when things are not configured how the team actually works. There is no straightforward way to do a post mortem on incidents. When something significant goes wrong you would expect to be able to pull together a structured summary of the timeline, impact, root cause and actions taken directly from the ticket, but there is nothing built in that guides you through that process or pre-populates relevant details. You end up doing it manually in a separate document which defeats the point of having everything in one place. A proper post mortem template linked to incidents with suggested fields pulling from the ticket data would be a really useful addition, especially for teams that have change advisory boards or need to report on major incidents formally. Reporting could be more flexible. The built in reports cover the basics well enough but if you want something more tailored or specific you hit a wall fairly quickly. We have had situations where we needed a particular view of data that just was not possible without exporting and manipulating it elsewhere, which is not ideal when you are trying to pull something together quickly for a meeting. More granular customisation options in the reporting side would save a lot of that extra legwork and make it a much more complete tool. The dashboards are decent for day to day visibility but anything beyond standard ticket volume and SLA metrics requires more effort than it should. The pricing tiers can feel a bit restrictive depending on what you need. Some features that most teams would consider fairly standard, things like custom fields and more advanced API access, are gated behind the higher plans. If you only need one or two things from the next tier up it can feel like you are paying a significant jump in cost for a small number of additional features, which is a frustrating position to be in. It is worth mapping out exactly what you need before committing to a plan because it is easy to start on a lower tier and then realise fairly quickly that something you rely on is not included. Duplicate ticket management beyond the suggestion on creation could also be better. The tool suggests related tickets when you are raising a new one which is useful, but once tickets are in the system merging or linking duplicates that have slipped through is more manual than it should be. On a busy day when a widespread issue comes in and multiple tickets get raised before anyone spots the pattern, tidying that up takes more effort than it needs to. A smarter way of identifying and consolidating duplicates after the fact would be a genuine improvement. The knowledge base and solutions section is good but the tooling around maintaining it is fairly basic. There is no built in way to flag articles that are out of date, prompt for reviews or track whether a solution is actually being used effectively. Keeping it accurate relies entirely on the team being proactive about it, and in a busy environment that tends to slip. Some kind of automated prompting to review articles that have not been updated in a while would help keep the quality of the solutions library up without it needing someone to manually audit everything periodically. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Before using it properly we had tickets coming in through email, Teams messages and phone calls all at once. Stuff got missed, ownership was unclear and you were constantly chasing people to find out where things were up to. There was no real visibility across the team of what was open, what was being worked on and what had been sitting untouched for three days. Everything goes through one queue now and the whole team can see it. Nothing falls through the cracks in the same way it used to and the amount of time spent just chasing status updates has dropped noticeably. Having that single view of everything open has also made it easier to have honest conversations about workload and prioritisation rather than everyone just working off their own mental list. Tying assets to users and tickets has made a real difference too. Previously when someone raised an issue you would have to go digging through spreadsheets or a separate system to find out what machine they were on, what software was installed, when the warranty ran out. That is all just there when you open the ticket now. When we have had hardware related issues being able to pull up the full asset history immediately has cut the time it takes to get to the bottom of what is going on, rather than spending the first twenty minutes just gathering information that should have been at your fingertips anyway. It has also helped with licence management, being able to see what software is assigned where means we are not over or under provisioning without realising. The solutions library has reduced time spent on repeat issues. Common fixes are documented, linked to tickets and the team can grab them rather than figuring the same thing out twice. Some users sort things themselves through the self service portal before it even becomes a ticket which is a bonus nobody really expected to get that much use but it has. Over time as the library has grown the number of tickets resolved quickly on first contact has gone up, and being able to see which solutions get linked most often has helped spot where something needs fixing properly rather than just being patched repeatedly and quietly eating up time every few weeks. Having users and computers managed in the same place as tickets has cleaned up asset tracking as well. Keeping asset records accurate used to be a separate manual effort that always slipped down the priority list. Now when a ticket is raised and linked to an asset that record gets touched as part of the normal workflow so the data stays more accurate without it being a dedicated task anyone has to carve out time for. That might sound like a small thing but when you are trying to plan a hardware refresh or work out what is coming up for renewal it makes a significant difference having data you can actually trust. Change management being in the same tool has been genuinely useful. Cloning repeat changes has taken unnecessary admin out of the week and having the full change history tied to the same system as incidents means when something breaks after a change you can join the dots quickly. Previously that meant trawling through emails or a separate spreadsheet trying to work out what was done and when, which was a pain especially under pressure when something had gone wrong and people wanted answers fast. For audit purposes alone having it all in one place has been worth it, and the approval workflow for changes means nothing gets pushed through without the right sign off which has tightened things up from a governance perspective. The SLA tracking has also changed how the team operates. Previously breaches would happen quietly and nobody would notice until someone complained. Now there is visibility on what is approaching breach, what has breached and where the bottlenecks are. That has led to some useful conversations about how work is being prioritised and where additional resource or process changes are needed, rather than just reacting after the fact when something has already gone wrong. ### 3. Efficient and User-Friendly IT Service Desk Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Yannick K. | Infrastructure Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about SolarWinds Service Desk?** I really like the simple interfaces of SolarWinds Service Desk. Nothing is complicated, and the UI is easy for anyone to navigate around. I also appreciate the approval steps you can add into processes and workflows. The mobile app is great too, as it allows us to be more mobile away from the desk at times and still be able to do our day-to-day jobs. The ease of use means we don't have to spend a lot of time training new staff, and it's quite self-explanatory. Being able to create our own workflows, especially in the change process, is really helpful, and needing engineers to approve our peer review, another engineer's change, is a feature I find valuable. Furthermore, the initial setup was quite easy, and the support was great and straightforward. We've not had any issues since. **What do you dislike about SolarWinds Service Desk?** I think the asset management agent could be improved slightly as it only updates every now and again. We have used it, and it is not as reliable as others. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** SolarWinds Service Desk helps us track incidents, create teams, and assign tickets easily. Its simple interface saves training time, allowing us to set up workflows and approve changes. The mobile app keeps us productive away from the desk. ### 4. Impact of SolarWinds Service Desk in live supporting solutions **Rating:** 4.5/5.0 stars **Reviewed by:** Elizabeth T. | General Manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2026 **What do you like best about SolarWinds Service Desk?** What I like best about SolarWinds Service Desk is its user-friendly interface combined with powerful automation. It simplifies ticket management, streamlines workflows, and includes built-in asset management and reporting—all without being overly complex or hard to maintain. **What do you dislike about SolarWinds Service Desk?** There could be more focused on utilities for customization **What problems is SolarWinds Service Desk solving and how is that benefiting you?** SolarWinds Service Desk solves problems like scattered ticket management, slow issue resolution, and lack of visibility into IT assets and incidents. It centralizes requests, groups related issues, and automates workflows—helping reduce duplicate work and speed up troubleshooting. This benefits me by improving efficiency, reducing manual effort, and enabling faster resolution times, which ultimately boosts productivity and provides a better support experience for users. ### 5. User-friendly Tool on the Go **Rating:** 5.0/5.0 stars **Reviewed by:** Furqan A. | Lead Engineer - Network & Security **Reviewed Date:** April 11, 2026 **What do you like best about SolarWinds Service Desk?** The best thing about SolarWinds Service Desk is its ability to streamline IT service management with powerful automation, intuitive ticketing, and integrated asset management—all while remaining affordable and easy to scale for organizations of different sizes. It stands out for combining ITIL-aligned workflows with strong customer support and a user-friendly interface. **What do you dislike about SolarWinds Service Desk?** SolarWinds Service Desk doesn’t overwhelm you with excessive customization or overly complex reporting. Instead, it focuses on delivering the essentials—automation, asset management, and intuitive workflows—in a way that’s easy to adopt and cost-effective. It’s particularly strong for mid-sized organizations that want ITIL-aligned service management without the heavy overhead of enterprise platforms. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** SolarWinds Service Desk helps me by streamlining incident management, linking tickets to assets for faster root cause analysis, and automating repetitive workflows. This not only improves SLA compliance but also frees up time to focus on proactive problem-solving. The self-service portal reduces ticket volume, while reporting tools give me clear visibility into performance—making IT support more efficient and user-friendly. ### 6. Streamlined Service Desk Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Stacey S. | AVP IT Governance Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2026 **What do you like best about SolarWinds Service Desk?** What I like best about SolarWinds Service Desk is how intuitive and user-friendly it is. It makes it easy to manage tickets, track requests, and maintain visibility across the entire workflow. I also appreciate the automation features, which help streamline processes and improve response times. **What do you dislike about SolarWinds Service Desk?** One downside is that some advanced customization and reporting features feel a bit limited compared to more complex platforms. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It centralizes and streamlines service requests, improves visibility, and automates workflows. That ultimately saves time, reduces errors, and helps me stay organized. ### 7. comprehensive IT service management platform **Rating:** 4.0/5.0 stars **Reviewed by:** Umesh K. | Regional Director **Reviewed Date:** April 23, 2026 **What do you like best about SolarWinds Service Desk?** It has an intuitive, user-friendly interface and a highly efficient, automated ticketing system. Its key strengths are the integrated IT asset management, the quick implementation, and the strong, responsive support, which together make it a go-to choice for streamlining IT service management (ITSM) processes. **What do you dislike about SolarWinds Service Desk?** The interface is too simple to use . **What problems is SolarWinds Service Desk solving and how is that benefiting you?** IT support feels fragmented, incident resolution is slow, and too much of the ticketing process and asset tracking is still manual. That said, it does benefit organizations by helping accelerate resolution times. ### 8. insights on SolarWinds service Desk **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** April 15, 2026 **What do you like best about SolarWinds Service Desk?** The software integrates well with other tools, and the insightful reports help me stay informed about my team's performance and make data-driven decisions to improve our service delivery. **What do you dislike about SolarWinds Service Desk?** It offers limited flexibility for advanced customization, and some of the more complex workflows can be difficult to configure. The interface also feels a bit too simple, which may leave power users wanting more depth. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It solves IT service bottlenecks by centralizing requests, automating ticket routing, and integrating IT asset management. This helps reduce mean time to resolution and improves overall efficiency. **Official Response from Lauren Okruch:** > Thank you for taking the time to share this feedback. We're glad the integrations and reporting are delivering value for your team's service delivery decisions. That's exactly what we're aiming for. We hear you on performance at scale and during peak activity. This is an area we're actively investing in, and your input helps us prioritize the right improvements. If you're open to it, we'd love to connect directly to better understand your environment and make sure we're addressing what matters most for your team. Feel free to reach out to our support team or customer success manager. ### 9. SolarWinds Service Desk has been a reliable and user‑friendly ITSM Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Aatish R. **Reviewed Date:** April 20, 2026 **What do you like best about SolarWinds Service Desk?** The intuitive interface and automation features make ticket handling and service requests efficient. It helps streamline workflows and improves overall service visibility. **What do you dislike about SolarWinds Service Desk?** Some advanced configurations can feel limited without customization. Occasional performance delays are noticeable during peak usage. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It centralizes incident tracking, asset management, and service requests in one platform. This improves response times, accountability, and overall IT efficiency. ### 10. All-in-One Ticketing, Incidents & Asset Management That Speeds Resolutions **Rating:** 4.5/5.0 stars **Reviewed by:** Mandla N. | IT manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 27, 2026 **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 **What do you dislike about SolarWinds Service Desk?** The repotting tools are that flexible or powerful **What problems is SolarWinds Service Desk solving and how is that benefiting you?** This solves the issue of disorganized IT Support by centralizing asset management and tickets which helps me resolve issues faster ### 11. SolarWinds Service Desk Review **Rating:** 4.5/5.0 stars **Reviewed by:** Graham P. | Network Engieneer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2025 **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. **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 **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. ### 12. Solarwinds Service Desk is my memory **Rating:** 4.0/5.0 stars **Reviewed by:** don n. | Applications Developer (Support), Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2025 **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. **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. **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. ### 13. Just started with SolarWinds Service Desk and it has many features I'm going to enjoy. **Rating:** 4.0/5.0 stars **Reviewed by:** Mark T. | Deskside technician, Small-Business (50 or fewer emp.) **Reviewed Date:** February 19, 2026 **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. **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. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We can makes reports on types of issues, so we can that see how many of one type which leads to solving that issue. ### 14. SolarWinds Service Desk advantages **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services **Reviewed Date:** April 21, 2026 **What do you like best about SolarWinds Service Desk?** Easy to use interface, user-friendly ticketing system, asset management features and suitable for small-to-midsize businesses. **What do you dislike about SolarWinds Service Desk?** Limited reporting options and need to be added more advanced custom option to filter the details. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** The tool is ITIL based so asset management and CMDB features are integrated so it will be useful to create the incidents. AI compatibility is added advantage. ### 15. Easy to use, yet powerful. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2021 **What do you like best about SolarWinds Service Desk?** Intuitive interface, many features, customer service has been very good, price point good. **What do you dislike about SolarWinds Service Desk?** Would like more form design features when creating a service catalog item. Different solutions for submitting solutions via email. **Recommendations to others considering SolarWinds Service Desk:** Worth giving this a look. Integrates into other applications. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We use Solarwinds for tracking all items/issues which may be required in an audit. ### 16. Intitutive and a simple product that works well - very dependable **Rating:** 4.0/5.0 stars **Reviewed by:** Jai J. | Competency Head - DWP - EMEA **Reviewed Date:** April 02, 2026 **What do you like best about SolarWinds Service Desk?** easy to use, open API's, feature rich ITSM tool **What do you dislike about SolarWinds Service Desk?** not very clear with how the pricing works.. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** it is cost effective and a reliable tool. ### 17. Good balance of price and features **Rating:** 4.5/5.0 stars **Reviewed by:** Casey H. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **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. **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. **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. ### 18. Lots of good but some Really Bad points **Rating:** 1.5/5.0 stars **Reviewed by:** Kaleb G. | System Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** June 26, 2025 **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. **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. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** The UI is great and easy to use and the customer portal allows our end users to interact with us more. **Official Response from Lauren Okruch:** > 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. ### 19. Solid solution for ticket handling **Rating:** 3.5/5.0 stars **Reviewed by:** JK G. | Director of technology and digital initiatives, Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2025 **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. **What do you dislike about SolarWinds Service Desk?** It doesn't offer deep customization for cultural institution systems out-of-the-box, **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Efficient ticket handling across diverse departments Strong asset tracking—including non-standard equipment Intuitive interface for both IT and non-technical staff Scalable for institutions of various sizes **Official Response from Lauren Okruch:** > 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! ### 20. Great for ticketing, solution management, and asset management **Rating:** 4.5/5.0 stars **Reviewed by:** Amy W. | Applications Support & Project Analysis, Non-Profit Organization Management, Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2025 **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. **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. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** SolarWinds Service Desk is managing our ticketing system and asset inventory. This helps us keep users, their hardware, and their issues under one umbrella. ### 21. SolarWinds ITSM Portal **Rating:** 4.0/5.0 stars **Reviewed by:** Prashant M. | Senior IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2025 **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. ` **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. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** IT provides automation rules that help categorize tickets automatically. The automated ticketing feature helps schedule important tasks that need to be triggered in the future, enabling the IT team to be more proactive in taking action. ### 22. Solarwinds Help Desk Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2024 **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. **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. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are able to track all of our assets, so we know where every piece of equipment is in our two branches. We can also see which tickets have higher priority and work on the most important issues first. ### 23. One of the best Ticketing System outt here **Rating:** 4.0/5.0 stars **Reviewed by:** Andrew V. | IT Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 01, 2025 **What do you like best about SolarWinds Service Desk?** This platform is very easy to use. This is also great for reporting. I like the fact that it shows the Ticket priority unlike other ticketing systems we have used before **What do you dislike about SolarWinds Service Desk?** I don't have anything I dislike about SolarWinds Service Desk **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It helps to streamline service helpdesk tickets and incident resolution is one platform ### 24. Service Desk Review **Rating:** 5.0/5.0 stars **Reviewed by:** Rene M. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2025 **What do you like best about SolarWinds Service Desk?** Its ease of use and how it can integrate with many services. **What do you dislike about SolarWinds Service Desk?** This is not a ding on the software itself but on the support side. Although support has been great, help with implementations, particularly around the use of APIs, SD support has not been very helpful. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** A centralized tool that staff can use to submit requests for help. The asset management modules allow us to track our assets. ### 25. Modern Interface, Helpful Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Amit K. | Associate Professor, Small-Business (50 or fewer emp.) **Reviewed Date:** July 01, 2025 **What do you like best about SolarWinds Service Desk?** It’s user-friendly and visually intuitive, which makes it easy for both IT staff and employees to submit, track, and resolve tickets without much training. **What do you dislike about SolarWinds Service Desk?** While you can customize workflows and forms, some teams feel it lacks the deep flexibility of more enterprise-focused tools (like ServiceNow). For example, complex conditional logic or very granular permissions can be harder to achieve. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Before using it, many teams rely on email or spreadsheets, which leads to lost tickets, slow responses, and no accountability. Benefit: Everything goes into one central system with clear ownership and status tracking. ### 26. Budget friendly and Tailored **Rating:** 5.0/5.0 stars **Reviewed by:** Gbenga O. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about SolarWinds Service Desk?** Budget friendly, we wanted to use open source until we found out there is a pricing for our use case. **What do you dislike about SolarWinds Service Desk?** Nothing for now but would like more features for the base pricing. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Ease of follow up on tickets by users. They now know who is handling their tickets and could comment update Realtime. ### 27. Solar Winds Service Desk **Rating:** 4.5/5.0 stars **Reviewed by:** B P. | Interface Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about SolarWinds Service Desk?** Excellent and concise browser-based dashboard showing trouble ticket status, sortable by ant coulumn of interest. No user software to install. **What do you dislike about SolarWinds Service Desk?** Nothing! As a user, it suits my needs perfectly. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We use Service Desk as our primary IT problem ticket entry and resolution portal. Users can enter tickets by simply creating an email. ### 28. Great Product for IT Services **Rating:** 5.0/5.0 stars **Reviewed by:** Nicole A. | Director of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2025 **What do you like best about SolarWinds Service Desk?** Our agency of 550 employees uses Solar Winds for IT and Facilities needs for over 8 years now. **What do you dislike about SolarWinds Service Desk?** Mobile App to be more innovative and easy to use **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Easy way to store project and task items for multiple employees. ### 29. Exactly what I was looking for **Rating:** 5.0/5.0 stars **Reviewed by:** Jared R. | System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about SolarWinds Service Desk?** Has all the funtctionality that you can ask for (and some), while all in an easy to understand platform. Implementation process was seamless. Customer support is on point. **What do you dislike about SolarWinds Service Desk?** Not much I can say or think of. It has its glitches from time to time. Maybe once every other month when things are a little slow but nothing to complain about. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Incident response and organization. Also helping users become more independently resourceful when utilizing the solutions section. ### 30. Very customizable and easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about SolarWinds Service Desk?** Actually what I enjoy the most is the feedback given by its customers and the fact that they listen to that and turn those suggestions into features. **What do you dislike about SolarWinds Service Desk?** the asset management system is a bit clumsy in my opinion and to use it for printing asset labels is very unfriendly **What problems is SolarWinds Service Desk solving and how is that benefiting you?** is has given us a proper way of tracking incidents and being able to see problem categories and areas that could use attention. ### 31. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Kevin C. | Service Desk Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2025 **What do you like best about SolarWinds Service Desk?** User friendly, easy to understand, inventory control and detail is amazing **What do you dislike about SolarWinds Service Desk?** I don't really have anything I dislike about this product **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Inventory control and incident management for the entire company ### 32. SolarWinds Service Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about SolarWinds Service Desk?** Easy to navigate. Good customer support. Easy to set up with Microsoft for integration. **What do you dislike about SolarWinds Service Desk?** Lacks some features compared to other service desk products I have used in the past. API lacks a bit of functionality. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We use SolarWinds Service Desk as our primary source of receiving and managing technology support requests at our company. ### 33. Service Desk Tool that is trustworthy and user-friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Aamir S. | Senior DevOps Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about SolarWinds Service Desk?** The setup feature of Service Desk appeals most to me. Coming from a Jira shop, I have found the options in Service Desk to be lots more user friendly and allow for generally better processes throughout the firm. Additionally quite simple to use in your surroundings and start straight out of the box. **What do you dislike about SolarWinds Service Desk?** After ten months or so at Service Desk, I truly cannot name anything I find objectionable. Since we are now a Solar Winds shop all around, I truly enjoy all of their items. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** These days, our ticketing system, PO tracking, and asset management system allow us as IT to help users by resolving problems or forwarding to the relevant teams or groups. ### 34. Fully featured helpdesk system **Rating:** 3.5/5.0 stars **Reviewed by:** Steve E. | IT Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2025 **What do you like best about SolarWinds Service Desk?** Very comprehensive, feature rich system. Very reliable and stable system **What do you dislike about SolarWinds Service Desk?** Can be quite expensive compared to alternatives. For a basic helpdesk system, might be over complicated **What problems is SolarWinds Service Desk solving and how is that benefiting you?** This system allows us to keep track of all our IT assets and software as well as managing our helpdesk calls. We are also using it for areas outside of IT such as HR and GDPR. Another section is used for our change manage processes. **Official Response from Lauren Okruch:** > Hi Steve, Thanks for the review. We are glad to hear the system has proven to be a reliable and stable backbone for your operations. We hear you on the 'complexity' aspect. Because we designed SolarWinds Service Desk to handle robust workflows (like the GDPR and Change Management processes you mentioned), there is definitely more horsepower under the hood than a simple ticketing tool. We are constantly working on our UX to make those advanced features feel simpler and more intuitive to use. Thank you for trusting us to handle not just your IT tickets, but your Assets and HR workflows as well! ### 35. Service Desk Review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 02, 2025 **What do you like best about SolarWinds Service Desk?** The dashboard is very useful, and easy to access all tickets resources. **What do you dislike about SolarWinds Service Desk?** no automation. All integration will pretty much need an API. Not a lot of integration apps. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** organizing ticket for the department and it allows more efficiency in our environment. ### 36. Help desk and remote support in one place. **Rating:** 4.5/5.0 stars **Reviewed by:** Maria V. | System Specialist, Oil & Energy, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about SolarWinds Service Desk?** The integration of help desk with remote support is one of my favorite aspects. SolarWinds is really good at being our helping hand to sort out problems. I love that everything is available in one place and we can be sure it will work. Along with easy configuration, SolarWinds helps us with topic. **What do you dislike about SolarWinds Service Desk?** However, using SolarWinds to manage all devices in the network is one of the challenges we face and this may create coverage holes. In the last month's scheduled audit, some inconsistencies in the data from one of our remote data centers were observed. This misalignment has an impact on our ability to analyze server and application traffic accurately, so adding human effort to troubleshoot manually is the result. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We have solved centralizing device monitoring across our network and data centers. A recent server migration has enabled us to connect, through a single dashboard, to all pre-evaluation metrics in real-time reducing downtime risk. This service reliability keeps our business running and our clients' experiences are minimally affected. ### 37. Very intuitive ticketing system. **Rating:** 4.5/5.0 stars **Reviewed by:** Marcus I. | IT Support Head, Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2024 **What do you like best about SolarWinds Service Desk?** The platform's user-friendly design was of great value to us during the expansion of our EU office. Now even the accounting pals no longer communicate through e-mails but ticketing systems. Just about two months ago, we had over 200 requests processed and not a single complaint on the submission process. The integration with Dameware RE was also very critical for our hybrid workforce. We are able to manage our remote team's devices on different sites with no hassle now, and the custom created workflow templates guarantee a constant support standard. **What do you dislike about SolarWinds Service Desk?** I wish it offered more advanced automation options, particularly for asset-ticket associations, but asset tracking itself works quite well. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** The switch from spreadsheets to SolarWinds has been a remarkable advantage in respect of our ticket submission rates and resolution times. We have successfully gone from the struggles of our previous such complex system to a quick and solid process that both our IT and employees actually enjoy using. ### 38. Solarwinds review **Rating:** 4.5/5.0 stars **Reviewed by:** Emmanuel A. | Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about SolarWinds Service Desk?** it is quite simple and easier to use. It provides a lot of useful catalogs to make work easier **What do you dislike about SolarWinds Service Desk?** nothing really, their customer services always respond ontime **What problems is SolarWinds Service Desk solving and how is that benefiting you?** n/a ### 39. A great ITSM platform that fits multiple use cases **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about SolarWinds Service Desk?** Multi Tenant support, and automations are easy to build **What do you dislike about SolarWinds Service Desk?** Needs more support as a property management platform **What problems is SolarWinds Service Desk solving and how is that benefiting you?** IT ticketing platform ### 40. Great product **Rating:** 5.0/5.0 stars **Reviewed by:** Tal M. | IT Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** February 19, 2025 **What do you like best about SolarWinds Service Desk?** I have been using it for years to collect information and manage endpoints. Works great as it should. **What do you dislike about SolarWinds Service Desk?** There is nothing I dislike about this service. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** As I said, I'm using it for IT Asset management and tickets system. ### 41. Solarwinds Service Desk Usage **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** July 01, 2025 **What do you like best about SolarWinds Service Desk?** Simplicity to use, the UI is not bloating and is clean **What do you dislike about SolarWinds Service Desk?** Maybe it's a little too simple, could use some better features and templates for ticket responses **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Mainly just use this for ticketing and it's good for that reason in our environment. **Official Response from Lauren Okruch:** > Thanks for the review! We are glad you enjoy the clean UI—keeping things simple and non-bloated is exactly what we aim for. I really want to help you solve that friction around ticket responses, because manual typing can definitely slow you down. We actually built two specific features to bridge that gap: Response Templates (available in our Advanced & Premier tiers) allow you to save pre-written standard replies. AI-Generated Responses (available in Premier) can instantly draft unique replies for you based on the ticket context. If you aren't seeing these options in your dashboard, it might just be a matter of which plan you are currently on. Please reach out to your account manager or our support team—we would love to review your setup and see how we can get these efficiency tools working for you! ### 42. SWSD works well is very intuitive and offers tight integration with many of our products **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Translation and Localization | Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2025 **What do you like best about SolarWinds Service Desk?** The tool is well thought out and has improved our helpdesk offering. Our technicians have better visibility of tickets and deadlines and the reports provides really useful insights which aids in decisionmaking. The support offered is excellent as well. **What do you dislike about SolarWinds Service Desk?** I think that the asset inventory piece could be better. It needs more customisation routes **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It is helping us to improve our servie desk offering ### 43. Service Desk has been a huge improvement coming from my last company **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2024 **What do you like best about SolarWinds Service Desk?** What I like best about Service Desk is the configuration aspect of it. Coming from a Jira shop, I have found the configurations in Service Desk to be alot more user friendly and allow for overall better workflows throughout the company. It is also very easy to implement into your environment and get rolling right out of the box. **What do you dislike about SolarWinds Service Desk?** After 10 months or so within Service Desk, I really cant name something that I dont like. I really love all Solar Winds products as we are now a Solar Winds shop all around. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It is now our asset management tracking system, PO tracking and also our ticketing software where us as IT can assist users by solving their issues or escalating to the appropriate teams/groups. ### 44. Good tool but could be great with a bit of improvement. **Rating:** 3.5/5.0 stars **Reviewed by:** Jeremy M. | Director of IT, Small-Business (50 or fewer emp.) **Reviewed Date:** October 10, 2024 **What do you like best about SolarWinds Service Desk?** It is straightforward and mostly easy to use. It has powerful asset management, and notifications. I love how it leverages M365 email connectivity for email. Good API's **What do you dislike about SolarWinds Service Desk?** It needs some improvements. As much as I like the asset tool, I feel like its missing information which would really make it better. I would like to see it have more Remote Machine management, and access tools and include more RMM type tooling internal like a NinjaONE, Pulseway, Datto, etc. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We needed a helpdesk, and we acheived it, we needed asset management, and it gets us there, we wanted remote control of endpoints, and it can link to software which allows you to navigate. ### 45. Robust tools for service desk **Rating:** 4.5/5.0 stars **Reviewed by:** Kamal H. | Analytics Data Platform Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2024 **What do you like best about SolarWinds Service Desk?** I like that it has automatic ticket prioritizing by factor that it analyzed and time tracking that has time stamp how long it takes to work on the ticket. **What do you dislike about SolarWinds Service Desk?** Need improvement with accessing service desk features from mobile devices. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Generate IT incident ticket for every IT problem by users, help desk platform for any problem with IT, and create process workflow to efficiently solve incident ticket. ### 46. SolarWinds Service Desk is User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Maria S. | IT Support Specialist, Non-Profit Organization Management, Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2024 **What do you like best about SolarWinds Service Desk?** SolarWinds Service Desk is extremely user friendly. Our staff are able to easily access the platform and very easily submit a ticket. We, in turn, are able to get them the help they need as soon as possible and assign it to the proper tech to help fix their problem. It's connected with Dameware Remote Everywhere also is extremely helpful as we have many remote devices that we service. Keeping track of assets is simple. Additionally, the ability to create our own tickets and put a process in for our techs to follow really helps minimize mistakes or missed steps and maximize time spent directly helping staff. **What do you dislike about SolarWinds Service Desk?** I wish that SolarWinds Service Desk had more options for automations, such as automatically attaching a related asset when someone submits a ticket. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** SolarWinds is helping us solve the problem of staff submitting tickets. We had a lot of issues formerly with staff finding the platform difficult to use and not user friendly. When we switched to SolarWinds Help Desk, it was so user friendly that staff who had never submitted a ticket before easily submitted one for the first time. It helps us solve staff's tech issues faster too this way. ### 47. SolarWinds Service Desk for your ITSM needs **Rating:** 4.5/5.0 stars **Reviewed by:** Atul K. | Vice President and Global Head, Consulting and Digital Transformation, Enterprise (> 1000 emp.) **Reviewed Date:** December 29, 2024 **What do you like best about SolarWinds Service Desk?** SImplified interface for ITSM processes for incident mgmt, request mgmtt. Easy navigation for end users. **What do you dislike about SolarWinds Service Desk?** Large Enterprises have more needs on features, customizations and third-party integrations in terms of plug-ins. There are limitations. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Simple and easy to use interface for incident mgmtt and request mgmtt from end users. The ITSM tool required less training for users and support agents, and is quite intuitive. ### 48. SolarWinds Service Desk Review form Zoho **Rating:** 4.5/5.0 stars **Reviewed by:** john g. | Software Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** December 27, 2024 **What do you like best about SolarWinds Service Desk?** This tool is very customizable , and it has user freindly interface combined with nice functionality.it helps to tailor workflows and processs for the needs in our company ,also it is used to managing our it assets **What do you dislike about SolarWinds Service Desk?** The platform is not cost effective compared to its alternatives **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Reducing manual works by automating via this , So we can save time in this task ### 49. Intuitive Program **Rating:** 5.0/5.0 stars **Reviewed by:** Andi H. | IT Tech Support, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2024 **What do you like best about SolarWinds Service Desk?** I love the detail in the inventory aspect! **What do you dislike about SolarWinds Service Desk?** It is a little more complex than I was wanting but that's not always a bad thing. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It is helping us not only keep better track of our assets, it also helps track our problem areas for quicker resolutions. ### 50. Good product if you take the time to set it up right. **Rating:** 4.0/5.0 stars **Reviewed by:** Michelle M. | Systems and Networking Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2024 **What do you like best about SolarWinds Service Desk?** Upside is you have a place for a "paper trail". **What do you dislike about SolarWinds Service Desk?** The SLA breach logic - if a ticket is close to breaching and then gets assigned to another technician, the "new" technician gets dinged for the SLA. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Ticketing ## SolarWinds Service Desk Discussions - [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 - [Windows Installer](https://www.g2.com/discussions/windows-installer-8d44379e-0179-4f26-9745-c6a388d84665) - 1 comment, 1 upvote - [View SolarWinds Service Desk pricing details and edition comparison](https://www.g2.com/products/solarwinds-service-desk/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-17+03%3A55%3A24+-0500&secure%5Bsession_id%5D=6fd47fe6-5ab4-43f8-9bc9-c26d4e3dddd8&secure%5Btoken%5D=4394d3e47bab3bae31ad9c8bcb66b070c2023163e18972fcef04e3f379093cf3&format=llm_user) ## SolarWinds Service Desk Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [API](https://www.g2.com/products/api/reviews) - [Automox](https://www.g2.com/products/automox/reviews) - [Dropbox](https://www.g2.com/products/dropbox/reviews) - [Google Analytics 360](https://www.g2.com/products/google-analytics-360/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [Harvest](https://www.g2.com/products/harvest/reviews) - [Jamf](https://www.g2.com/products/jamf/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [LogMeIn Central](https://www.g2.com/products/logmein-central/reviews) - [LogMeIn Rescue](https://www.g2.com/products/logmein-rescue/reviews) - [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Azure Services](https://www.g2.com/products/microsoft-azure-services/reviews) - [Microsoft Entra External ID](https://www.g2.com/products/microsoft-entra-external-id/reviews) - [Microsoft Entra ID](https://www.g2.com/products/microsoft-entra-id/reviews) - [Microsoft Intune Enterprise Application Management](https://www.g2.com/products/microsoft-intune-enterprise-application-management/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [OneLogin](https://www.g2.com/products/onelogin/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [SolarWinds DameWare Remote Support](https://www.g2.com/products/solarwinds-dameware-remote-support/reviews) - [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) - [SolarWinds Observability](https://www.g2.com/products/solarwinds-worldwide-llc-solarwinds-observability/reviews) - [TeamViewer ONE](https://www.g2.com/products/teamviewer-one/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zendesk for Employee Service](https://www.g2.com/products/zendesk-for-employee-service/reviews) ## SolarWinds Service Desk Features **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Asset Inventory** - Hardware Asset Inventory - Software Asset Inventory - Cloud Asset Inventory - Mobile Asset Inventory - Asset Discovery **Functionality** - Software inventory and lifecycle management - License entitlement and usage management - Vendor management and compliance - Automated end user license provisioning - Approved app catalogue - Customized alerts **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations ## Top SolarWinds Service Desk Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,285 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,712 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (950 reviews)