[ SolarWi... Reviews ](https://www.g2.com/products/solarwinds-service-desk/reviews) [ SolarWi... Reviews ](https://www.g2.com/products/solarwinds-service-desk/reviews) # SolarWinds Service Desk Features ##### ## Incident Management (6) Automate Ticket Routing Routes tickets automatically to the appropriate user. Ticket Prioritization Prioritizes tickets based on factors configured by the user. Ticket Notifications Notifies the IT team when a ticket needs action. Knowledge Base Provides a forum for answers to common questions. Knowledge Base/Ticket Integration Integrates knowledge base articles into a ticket. Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Show More ##### ## Reporting (4) Dashboards Displays important metrics relating to performance. Time Tracking Tracks time worked on a ticket. Surveys Provides surveys to measure employee satisfaction. Activity Tracking Track and document all activities across devices, networks, and other systems Show More ##### ## Access & Usability (5) Mobile Enables access to service desk features via mobile device. Self Service Enables employees to view the status of their tickets. Active Directory Provides a directory of all users within an organization. Multi-Channel Access Enables access to service desk features through multiple channels such as email, phone, or the portal. Mobile Access Access software remotely via mobile devices Show More ##### ## Administration (21) Change Management Tools to track and implement required IT changes in a system. Asset Management Tools to organize and manage all IT assets within an organization. Reports & Analytics A means to view and analyze a large amount of data in order to gain business insights. IT Asset Management Managing inventories and tracking changes to hardware and software configurations Knowledge Management Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Project Management Plan and coordinate all the resources, costs and time needed to execute assignments Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Task Management Create, manage and track all task activities and progression Service Request Management Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more Release Management Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Configuration Management Identify component attributes like servers, hardware, software, and manage relationships across all services Ticket Management Track, manage, or resolve user requests and IT incidents/issues Workflow Management Create, design and manage workflows for repetitive tasks Problem Management Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Incident Management Manage and track all disruptions and incidents Contract/License Management Track, store, and access client contracts or licenses Support Ticket Management Allow customers/users to submit support queries and service requests Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Capacity Management Monitor service demand and performance to plan for adequate resources that meet business needs Availability Management Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients Inventory Management Track and manage inventory levels to maintain proper supply Show More ##### ## Service Desk (4) Help Desk A place for users to submit tickets when they require IT help. Incident Reports Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. Process Workflow The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. Customizable Reports Alter the layout and content of reports Show More ##### ## Functionality (10) Ticketing System Provides a service desk for users to submit tickets for IT-related issues. Performance Logging Tracks action-by-action asset performance with machine- or human-readable logs. Alerting Creates alerts when tracked assets encounter errors or performance issues. Automation Automates repetitive tasks associated with IT service operations and maintenance. Software inventory and lifecycle management Create a software inventory for on-prem and SaaS software and manage software lifecycle from deployment to retirement. License entitlement and usage management Manage software license entitlements versus user utilization Vendor management and compliance Manage vendor renewals, invoices, and compliance information in a centralized repository Automated end user license provisioning Automatically provision and deprovision licenses for end users based on employee directory and/or HR system data Approved app catalogue Provide an app catalogue to empower end users to access the software licenses they require Customized alerts Create custom alerts based on business, contractual, and compliance rules Show More ##### ## Management (28) Reporting Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. Administration Console Provides administrative tools for routine maintenance, upkeep, and tracking. Access Management Gives administrators control over user privileges and accessibility for IT assets. Asset Management Gives administrators control over hardware and software resource allocation and tracking. Policy Dictation Controls policies and configurations across business applications and hardware. Real-Time Reporting Active reporting of data and metrics Central Dashboard Provide immediate insights, information, and updates on IT assets from a central dashboard. Asset Policy Management Design and implement custom or pre-built policies for asset management, onboarding, and maintenance. Risk Management Implement risk management policies, and push policy updates to various assets across a business network. Integrations Integrate with other software solutions, such as spend management and software asset management. User Management Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks Support Ticket Management Allow customers/users to submit support queries and service requests Requisition Management Review, approve and cancel requests for goods/services to be purchased Inventory Management Track and manage inventory levels to maintain proper supply Email Management Manage, store and organize emails within the system or via third-party apps Maintenance Management Manage, maintain and track the performance of assets and equipment Workflow Management Create, design and manage workflows for repetitive tasks Problem Management Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Supplier Management Manage all supplier data and operations Procurement Management Organize and manage all processes/procedures involved in purchasing goods and/or services Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Task Management Create, manage and track all task activities and progression Change Management Track and monitor efficient handling of all changes/transitions Incident Management Manage and track all disruptions and incidents Contract/License Management Track, store, and access client contracts or licenses Audit Management Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws Configuration Management Identify component attributes like servers, hardware, software, and manage relationships across all services Show More ##### ## Monitoring (8) Constant Monitoring Monitors systems constantly in real-time. Timely Alerts Alerts users of incidents and issues as soon as they arise. TIcket Accuracy Generates accurate incident reports. AI Monitoring Utillizes AI to monitor and report on incidents in real-time. Mobile Alerts Notifications via mobile devices Email Alerts Receive and/or send email notifications for urgent updates, requests, or other information Real-Time Monitoring Active monitoring of systems, applications, or networks Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Show More ##### ## Management Tools (3) Ticket Assignment Assigns tickets to relevant team members. Standardization Cultivates a standardized workflow for enhanced organization. Lifecycle Visualization Grants transparent overviews for the lifecycle of each incident. Show More ##### ## Asset Inventory (5) Hardware Asset Inventory Create an inventory of a company's hardware assets. Software Asset Inventory Create an inventory of a company's software assets. Cloud Asset Inventory Create an inventory of a company's cloud assets. Mobile Asset Inventory Create an inventory of a company's mobile assets. Asset Discovery Detect new assets as they enter a network and add them to asset inventory. Show More ##### ## Generative AI (4) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. Generative AI Use AI to generate content in the form of text, images, videos, etc. Show More ##### ## Agentic AI - Service Desk (1) Third-Party Integrations Set up connections to third-party platforms to improve business processes Show More ##### ## Agentic AI - Incident Management (2) Third-Party Integrations Set up connections to third-party platforms to improve business processes Multi-Language Manage and support multiple languages Show More ##### ## Agentic AI - IT Service Management (ITSM) Tools (3) Third-Party Integrations Set up connections to third-party platforms to improve business processes Resource Allocation & Planning Assign available resources (human and/or non-human) to various projects and tasks Multi-Language Manage and support multiple languages Show More ##### ## Additional Functionality (128) Prioritization Arrange tasks based on the level of priority or urgency Service History Track work performed and resources used for past customers, sites, or assets Client Portal Private online space that lets businesses securely share documents and provide information access to clients Customizable Forms Customize contracts and forms to collect specific information AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users API Application programming interface that allows for integration with other systems/databases Service Catalog Database containing accurate and up-to-date information on all operational services Real-Time Notifications Notifications that are delivered to users as soon as an event occurs SSL Security Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Real-Time Monitoring Active monitoring of systems, applications, or networks Generative AI Use AI to generate content in the form of text, images, videos, etc. Surveys & Feedback Gauge satisfaction and receive information for improvement and success Drag & Drop Assemble applications and processes by dragging over and arranging pre-built components Self Service Portal Online portal through which end users can access the system, manage tasks, or obtain information Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Automated Responses Automatic reply functionality for incoming messages Customizable Branding Add customized logos and colors to align with company branding Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Support Ticket Tracking Track the status of support tickets/escalations as they move through the service queue Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Macros/Templated Responses Templated responses for responding quickly to recurring support requests Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Customizable Fields Customize data fields to support various needs and use cases Activity Tracking Track and document all activities across devices, networks, and other systems Search Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. Alerts/Escalation System alerts about the need to escalate an issue or request Access Controls/Permissions Define levels of authorization for access to specific files or systems Dashboard Creation Creation and customization of dashboards Remote Access & Monitoring Control system behavior and appearance, and access and report on system status/health from a distant location Asset Tracking Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Chat/Messaging Communicate using direct chat or messages within the system Approval Process Control Manage the process of evaluating documents or requests submitted for approval Audit Trail A record of all activities within the system, including user access, changes made, etc. Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Forms Management Store, manage and track all forms in a centralized location Safety Incident Management Track, report on and implement actions pertaining to physical safety at the workplace Compliance Management Track and manage adherence to policies for any service, product, process, or supplier OSHA Compliance Enforces guidelines set by the Occupational Safety and Health Administration to remain legally compliant Task Management Create, manage and track all task activities and progression Single Sign On Allow users to access multiple services after entering their login credentials once AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Disaster Recovery Plan and implement business continuity measures in case of unforeseen events Document Management Store, manage, and track all electronic documents in a centralized location API Application programming interface that allows for integration with other systems/databases Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Real-Time Reporting Active reporting of data and metrics Corrective and Preventive Actions (CAPA) Investigate and take action at root cause or error in processes to prevent recurring issues Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Issue Management Identify and respond to unexpected problems or failures (ie. "negative events") Communications Management Record and track all relevant internal and external communications Audit Trail A record of all activities within the system, including user access, changes made, etc. IT Incident Management Manage incidents related to outages or breaches in functionality of IT systems Audit Management Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws Event Logs A chronological record of actions or occurrences within a network, software, or process Risk Analysis Analyze potential risks across the organization Workflow Management Create, design and manage workflows for repetitive tasks Risk Assessment Initiate collection and analysis of known risks Incident Reporting Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site Self Service Portal Online portal through which end users can access the system, manage tasks, or obtain information Customizable Reports Alter the layout and content of reports Ticket Management Track, manage, or resolve user requests and IT incidents/issues Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Reminders Timed notification for any upcoming task, deadline, appointment, or activity On Call Scheduling Track and organize on-call shifts Investigation Management Oversee people and resources to carry out an investigation Maintenance Scheduling Schedule predetermined or ad hoc maintenance services and labor requests Status Tracking Track the status over time for a request, process, asset, or transaction Project Management Plan and coordinate all the resources, costs and time needed to execute assignments Procurement Management Organize and manage all processes/procedures involved in purchasing goods and/or services CMDB Configuration Management Database AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Generative AI Use AI to generate content in the form of text, images, videos, etc. IT Risk Management Manage risks related to IT systems Service Catalog Database containing accurate and up-to-date information on all operational services Inventory Management Track and manage inventory levels to maintain proper supply Surveys & Feedback Gauge satisfaction and receive information for improvement and success Chat/Messaging Communicate using direct chat or messages within the system Change Management Track and monitor efficient handling of all changes/transitions Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Task Management Create, manage and track all task activities and progression Email Templates Pre-made examples and templates for emails Benchmarking Compare key metrics for the business against prominent players in the industry Localization Automation Adapt content to display differently based on viewer location Real-Time Reporting Active reporting of data and metrics Customer Support Provide online support for your customers through live chat or help desk functionality Scheduled/Automated Reports Set a time to generate routine reports automatically Alerts/Escalation System alerts about the need to escalate an issue or request Release & Deployment Planning, coordinating, and executing the deployment of software or system changes into a live or production environment Email Management Manage, store and organize emails within the system or via third-party apps Contract/License Management Track, store, and access client contracts or licenses Workflow Management Create, design and manage workflows for repetitive tasks Problem Management Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Analytics Tools for the systematic analysis of various types of data or statistics Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Configuration Management Identify component attributes like servers, hardware, software, and manage relationships across all services API Application programming interface that allows for integration with other systems/databases IT Asset Management Managing inventories and tracking changes to hardware and software configurations Remote Access/Control Access work applications remotely, for when working away from the office and/or traveling Live Chat Ability to chat online in real time Customizable Reports Alter the layout and content of reports Incident Management Manage and track all disruptions and incidents Asset Lifecycle Management Manage assets throughout their lifecycle to optimize profit Support Ticket Management Allow customers/users to submit support queries and service requests Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Customizable Branding Add customized logos and colors to align with company branding Cost Tracking Process to track, record, and analyze expenses that occurred over the entire duration of a given project Access Controls/Permissions Define levels of authorization for access to specific files or systems Prioritization Arrange tasks based on the level of priority or urgency Customizable Fields Customize data fields to support various needs and use cases Data Import/Export Import and export data to and from software applications Asset Tracking Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Customizable Branding Add customized logos and colors to align with company branding API Application programming interface that allows for integration with other systems/databases Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Barcode/Ticket Scanning Scan barcodes to ensure accurate pricing and label tracking Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user Customizable Forms Customize contracts and forms to collect specific information Compliance Tracking Track and report regulatory data to either internal management or external stakeholders Data Visualization Graphical representation of data Audit Trail A record of all activities within the system, including user access, changes made, etc. AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Self Service Portal Online portal through which end users can access the system, manage tasks, or obtain information Customizable Reports Alter the layout and content of reports Show More ## Top-Rated Alternatives [ ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg 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