--- title: SolarWinds Service Desk Reviews meta_title: 'SolarWinds Service Desk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 786 reviews by the users' company size, role or industry to find out how SolarWinds Service Desk works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 786 scale: '5' date_modified: '2026-08-09' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # 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:** 786 ## 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 and reporting capabilities** of SolarWinds Service Desk for efficient ticket management. (8 reviews) - Users appreciate the **comprehensive asset management** in SolarWinds Service Desk, enhancing efficiency and customization for their needs. (7 reviews) - Users appreciate the **ease of use** of SolarWinds Service Desk, making it simple to manage support requests efficiently. (7 reviews) - Users value the **ease of ticket submission** in SolarWinds Service Desk, facilitating smooth operations for their teams. (7 reviews) - Users value the **simplified interface** of SolarWinds Service Desk, making ITSM processes accessible and efficient. (5 reviews) - Users appreciate the **customer satisfaction** of SolarWinds Service Desk, noting its ease of use and effective support. (4 reviews) - Customizability (4 reviews) - Users appreciate the **easy navigation and editing features** in incident management, enhancing ticket resolution and usability. (4 reviews) - Automation (3 reviews) - Configuration Ease (3 reviews) **What users dislike:** - Users find **missing features** in SolarWinds Service Desk, leading to limitations in handling large enterprise needs. (5 reviews) - Users find the **search functionality challenging** , particularly when looking for specific asset tag numbers without ticket numbers. (4 reviews) - Users find the **insufficient information** in SolarWinds service desk challenging, affecting device management and troubleshooting efficiency. (3 reviews) - Users note the **limited features** of SolarWinds Service Desk, feeling it lacks advanced automation and customization options. (3 reviews) - Users experience **app limitations** regarding feature access, customizations, and mobile device usability 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 SolarWinds Service Desk to be **quite expensive** compared to alternatives, questioning its cost-effectiveness. (2 reviews) - Users face **integration issues** with SolarWinds Service Desk, encountering limitations in customization and third-party connections. (2 reviews) - Users find that the **limited customization** options in SolarWinds Service Desk do not meet the diverse needs of large enterprises. (2 reviews) ## SolarWinds Service Desk Reviews ### 1. Samanage is a great product and very easy to work with. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2019 **What do you like best about SolarWinds Service Desk?** Samanage is a great product and very easy to work with. It has been added value to my organisation and structure the way how the incidents are logged **What do you dislike about SolarWinds Service Desk?** Maybe a more agile process adding new functionalities and informing the current users about what's new and how to use it. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Help Desk Management is easier at the moment and as well, I'm now able to provide the Board with easy and accurate KPIs regarding to the type of issues, frequency and areas with higher incidents. ### 2. Samanage works very well **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2019 **What do you like best about SolarWinds Service Desk?** Samanage has an internal notification system that will never let you down. You will always know when someone edits, comments, changes any ticket information **What do you dislike about SolarWinds Service Desk?** However I do think that the self service portal accessibility could be refined to provide a better experience for the users. **Recommendations to others considering SolarWinds Service Desk:** Ensure that Samanage is right for your company size. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Samanage allows me to always be on top of my work since I always know what is assigned to me and if someone contacts me through Samanage. ### 3. Nice Product for the Price **Rating:** 4.5/5.0 stars **Reviewed by:** Arthur T. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** One of the key features of Samanage is the mobile app. In the past our techs had problems getting notifications of work orders assigned to them while off-site or in a different building (using our old system Track-It!). They love the new features of the mobile app and that it notifies you on the phone. We like the web interface for accessing the site. Our previous product was client-based. One of the other features is that Samanage is fully ITIL compliant which gives us greater flexibility than just Help Desk. I like the integration with other services such as Slack, and OneLogin. They have quite a collection. Another feature is the ability to assign tickets to a group/team, which we were unable to do previously. **What do you dislike about SolarWinds Service Desk?** I would still like to be able to have my techs show up as not available when they are on vacation, so that we don't assign tickets to them that won't be addressed until they come back. Sometimes the Samanage support is a little slow to respond. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Better communication with our techs. Allows different departments to leverage the tools Samanage has to offer ### 4. Samanage - Easy and Effective **Rating:** 5.0/5.0 stars **Reviewed by:** Liz K. | Global Technical Services Administrator, Semiconductors, Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** Our Help Desk moved from a product Service Desk to Samanage. Coming from an outdated software and moving over to Samanage was absolutely beautiful. Samanage simplified custom made dashes, reports, an easy click of re-assignment, notes, and CC'ing people on tickets. Our Help Desk now solely uses Samanage to contact users - whereas before when we were on our old product people PREFERRED using email (hahaha). I assign/re-assign tickets as part of my role - and Samanage makes it ridiculously easy for me. In short, I love Samanage. It's made my job a whole lot easier and more effective. **What do you dislike about SolarWinds Service Desk?** I also do reporting for our manager level staff for the entire IT department, and they also make it easy for me. Reporting is still lacking in Samanage - but I'm able to get around it with a little creativity. It's limited to only the template dashes that they have/preset filters. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** I work in Help Desk - we support all internal employees and contractors. Samanage makes it ridiculously easy for me to keep tickets up to date, and easy for the user to do as well. ### 5. Great Platform! **Rating:** 4.5/5.0 stars **Reviewed by:** Matt T. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** The Service Desk Incidents, Changes and Problems module and assist greatly in our Day to Day Operations and Support The interface is very intuitive The Service Catalogs help create a in depth workflow and the concurrent access assists in the timely resolution of multi-departmental tasks **What do you dislike about SolarWinds Service Desk?** Feature requests require the community to vote up before attention is brought to it, rather than a customer submitted request directly. The flip side is new featureless are constantly being released and the platform is always improving **Recommendations to others considering SolarWinds Service Desk:** Worth taking a look at over other products we've demo'd. Other solutions appear to require much more overhead for implementation and may not have all the same features **What problems is SolarWinds Service Desk solving and how is that benefiting you?** The Changes Module has greatly improved our Change Management Process The Incidents module and Service Catalog has allowed us to extend our use beyond just out IT department but into various other department for us With the Incidents, Changes and Problems associations we have been able to identify trending and resolve root cause items much more promptly ### 6. Samanage is a phenomenal tool for IT Asset Management **Rating:** 5.0/5.0 stars **Reviewed by:** Chris S. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** The client to install on our machines was small, it gathers a ton of information, and it presents it all in a very neat package that you can search. I also love being able to add custom fields to each computer/user so that we can add all of our important information. **What do you dislike about SolarWinds Service Desk?** I wish there were more automated ways to gather information about switches and routers on our network. I also wish that there was an easier way to gather info about printers. It finds printers, but it doesn't present them in a very coherent package so we had to add all of our printers manually. **Recommendations to others considering SolarWinds Service Desk:** If you're looking for a great asset management or inventory tool for your IT resources, this is an incredible product. I'm not sure about the help desk side of it because we haven't used that part of it. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** IT asset management, inventory management, budgeting. We found out pretty quickly that we would be able to use this budgeting by adding all of our PO's for our purchases. ### 7. Initially an inventory and tracking solution that has become our helpdesk portal **Rating:** 4.5/5.0 stars **Reviewed by:** Chris G. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** We are able to document critical information about all of our hosts which aids in troubleshooting and inventory tracking. **What do you dislike about SolarWinds Service Desk?** Updating the agents needs to be done via group policy or manual **Recommendations to others considering SolarWinds Service Desk:** Test your possible solutions' support service, see which attends to you best. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We initially were using Samange solely for hardware and software inventory, this aided in troubleshooting as well as maintaining up-to-date details on all of our endpoints. We also manually inventories any devices that we couldn't install the agent on. Most recently, we implemented their Service Desk fully allowing our employees to submit trouble tickets to our IT team. This had made a major improvement in incident tracking, logging and resolution. The employee base has seen this as a major positive. Samange's support is very good, you can get a person in an on-line chat quickly and easily and resolutions to any issues can be worked through in a proper time frame. ### 8. Top notch support, nice user interface **Rating:** 5.0/5.0 stars **Reviewed by:** Andy K. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** The user interface is very professional, fits with any organization, and is extremely easy to navigate. My customers often compliment me on how "nice of a Help Desk homepage we have". The administration interface is highly customizable and the built-in help features do a good job of getting your new Help Desk upand running quickly. Samanage's support is also great, they have several options to help their customers get setup and even after the intial setup they are responsive. I also love the Jive updates I get from them informing me of upcoming changes and new features. **What do you dislike about SolarWinds Service Desk?** Though I did just say the built-in help features are great to get you going, some of them do require some massaging and trial and error to get just right. That being said, isn't that what a lot of IT work is though, trial and error to get it right? So this "dislike" is more me being lazy I guess. :-) **Recommendations to others considering SolarWinds Service Desk:** Talk to their support and sales when they engage you, they truely want your business and want to make their product work for your organization (large or small). They have product offerings that will help your support staff be more productive even if you're a one-man operation. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** easily accessible Help Desk to submite requests for help and the Solutions feature has been a great place to populate self help solutions reducing the number of duplicate requests or recurring requests by almost 25% in the 9 months we've been using Samanage ### 9. Cloud-based asset management solution **Rating:** 3.5/5.0 stars **Reviewed by:** sasha h. | data entry officer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 02, 2019 **What do you like best about SolarWinds Service Desk?** Samanage is highly reliable and secure. It has a self-service portal too. It provides risk detection and has a tailored dashboard too. **What do you dislike about SolarWinds Service Desk?** Samanage does not provide third-party integrations. It also lacks collaborative tools and projections. It also does not provide multi-channel management. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Samanage has a built-in warranty synchronization feature. It also provides a drag-and-drop strip. It has a customized dashboard. It also offers efficient reports. ### 10. New Samanage Implementation. **Rating:** 5.0/5.0 stars **Reviewed by:** Richard G. | IT Director, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2018 **What do you like best about SolarWinds Service Desk?** So far i love the fact that we can seamlessly communicate with our clinical staff on progress and completion of IT Tickets coming in. As well as being able to centralize everything to make it very easy for us as a department to work more efficiently. **What do you dislike about SolarWinds Service Desk?** I honestly do not dislike anything about the product. It has served us very well and solved all of our issues that our old ticketing form could not. Samanage has proven to us at least that we can work better, faster, and get more done in a day. No more pushing stuff off based of simple lack of communication. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Our one and only problem we needed solved was communicating faster and more efficiently which this software has solved ### 11. Great Support Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Michael K. | Technology Support Technician, Enterprise (> 1000 emp.) **Reviewed Date:** April 02, 2019 **What do you like best about SolarWinds Service Desk?** I like how user friendly Samanage is for me and my team, very easy for us to use as a Saas solution **What do you dislike about SolarWinds Service Desk?** Knowledge base criteria needs to be very specific for our end users to utilize it. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Inventory control and ticketing system ### 12. Our field staff emails there issues and the site generates a ticket **Rating:** 3.5/5.0 stars **Reviewed by:** Michael S. | IT Inventory Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** For the most part the samanage online based program works well. Our field staff emails there issues and the site generates a ticket for us to keep track of and review. **What do you dislike about SolarWinds Service Desk?** Current downfalls sometime we get emails that do not create tickets for a longer period of time then we would like. Also the subcategories you can't sort by alphabet. **Recommendations to others considering SolarWinds Service Desk:** For the most part the samanage online based program works well. Our field staff emails there issues and the site generates a ticket for us to keep track of and review. Current downfalls sometime we get emails that do not create tickets for a longer period of time then we would like. Also the subcategories you can't sort by alphabet. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It allows my team to keep track of all the task and we realized just how busy or slow we are from pulling the reports it has available ### 13. User Friendly Inventory Management Platform **Rating:** 4.0/5.0 stars **Reviewed by:** Jung Bin C. | IT Analyst, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2019 **What do you like best about SolarWinds Service Desk?** The platform is user friendly and allows managers to easily track and maintain inventory for IT. **What do you dislike about SolarWinds Service Desk?** Though it is intuitive there is no easy way to massively add multiple inventories.For example if you want to add 20 + of the same inventory it's difficult to add each one. There are workarounds but its not user-friendly. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** IT inventory system and management aspect. The benefits is it allows Managers to easily track and maintain inventory, as well as reports. ### 14. Samanage for the Win **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2018 **What do you like best about SolarWinds Service Desk?** The flexibility and ease to setup. It is easy to get the system up and running and adjust as you go. **What do you dislike about SolarWinds Service Desk?** I wish the change feature functioned differently. When we make notes, the user isn't notified of the note that is added, but we have a work around to add a task for the user to review the note. We use the changes to manage projects more than anything, which isn't what it is really designed for, but works well. **Recommendations to others considering SolarWinds Service Desk:** Take your time and figure out what you need and do a trial. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are solving issues in our company by streamlining all issues and requests via the portal for all employees in the company. Instead of getting emails, we now get notified via Samanage with incidents and requests, which makes my job easier to manage. ### 15. Samanage is a top-tier solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2019 **What do you like best about SolarWinds Service Desk?** Samanage is a highly innovative and powerful tool that we are already seeing gains with. The navigation and configuration possibilities allow us to get things done much faster than we were before, and are helping us be more agile in our decisions **What do you dislike about SolarWinds Service Desk?** Some minor annoyances with saving views, but nothing that can't be worked around. Plus feature requests and enhancements are a big part of the Samanage community. **Recommendations to others considering SolarWinds Service Desk:** No recommendations other than go for it **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Automations were a big part of it, and the tools to write automations and workflows is amazingly simple. Things that took us hours to figure out on the old platform can now be done literally in minutes. ### 16. Top of the Line Cloud Based Service Desk Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Zina K. | Helpdesk Supervisor, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** September 10, 2018 **What do you like best about SolarWinds Service Desk?** I truly like how Samanage allows us to track our Assets using the Samanage Agent installer. Our team communication on Changes and Issues has improved tremendously. We also like the way Samanage offers end users the ability to track the progress of their tickets. **What do you dislike about SolarWinds Service Desk?** There are two things that I would like to see improved. Although still a good tool, the Reporting feature customization options don't fully meet my needs. Also, the AI feature is very slow about collecting and analyzing data. **Recommendations to others considering SolarWinds Service Desk:** Assign a dedicated resource for configuration, set up, and implementation Manual set up is required on the customer side, in order to customize your solution to meet your company's Service Desk Solution needs. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Overall Communication within our department and throughout our company on IT issues and requests, Service Desk process efficiency, and asset management. ### 17. Great tool and awesome support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2019 **What do you like best about SolarWinds Service Desk?** Great features, the best support, and great price. Love the new features implemented based on users requests. Great forum for support and suggestions. **What do you dislike about SolarWinds Service Desk?** Not able to place time spent on ticket to have a record of how much time the ticket took to close. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** All incidents are being tracked and monitored through samanage, love the ability to post solutions to common issues and be able to go back to them if needed. ### 18. A Complete Solution for the Service Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Kevin V. | Service Desk Analyst II, Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2018 **What do you like best about SolarWinds Service Desk?** Samanage for the service desk is a complete tool for tickets and assets. Not only is it easy to use, but they are consistently making improvements to the interface. It is by far the best ticketing system I have used in my IT career. **What do you dislike about SolarWinds Service Desk?** There really isn't much to dislike about this application. Other than a few minor adjustments that can be made to the search functions to make them more specific and not so broad. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We use Samanage to handle user incidents, manage inventory, and create solutions for our users. ### 19. Great Service Desk Ticketing Solution **Rating:** 5.0/5.0 stars **Reviewed by:** William T. | IT Service Desk Manager, Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** The simplicity of the product makes it very easy to implement and work with. Interface is clean and simple. ticket auditing and reporting is very simple and provides robust information. **What do you dislike about SolarWinds Service Desk?** Too Many emails from the system regarding routing and ticket creation. Perhaps an ability to condense these into summaries for admins. **Recommendations to others considering SolarWinds Service Desk:** Highly recommend. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Including asset management and tying it to the users has allowed us to be able to track troubles systems and see the other trouble spots in the organization. This has allowed us to start trimming costs. ### 20. The more we integrate it the better it gets **Rating:** 5.0/5.0 stars **Reviewed by:** Jared R. | Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2019 **What do you like best about SolarWinds Service Desk?** Service Catalog / Tagging other users / Incident management. **What do you dislike about SolarWinds Service Desk?** Would like to see more developed with screen share capabilities via Asset Management **What problems is SolarWinds Service Desk solving and how is that benefiting you?** ITIL, issue tracking, change management, service catalog ### 21. Modern, Practical, Suitable, Low TCO **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2018 **What do you like best about SolarWinds Service Desk?** We had to switch ITSM tools on very short notice. Thanks to a positive reference from a peer organization, we decided to evaluate Samanage before looking at anything else. Samanage was easy to evaluate and we were able to configure Incident Management plus migrate our Knowledge-base in just under a day with next to no assistance from the Samanage team. We are pleased that we can now utilize our implementation hours to learn the more advanced automation features of Samanage. **What do you dislike about SolarWinds Service Desk?** The mobile app is nice but seems limited. There is a real opportunity here to expand its capabilites and flexibility. **Recommendations to others considering SolarWinds Service Desk:** Take advantage of the free evaluation and dedicate some hours to really putting it through its paces. You will be surprised at how easy it is to get up and running. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Our organization has downsized significantly in the past 3 years. Our former ITSM solution was costly to license and maintain. Without an in-house specialist, the help of a third party implementer was required to make significant changes or implement new modules. It was beginning to feel like overkill for us so it made sense to switch to something we can maintain ourselves and where cost is more in line with the size of our organization. ### 22. THE SOLUTION AT MY FINGERTIPS **Rating:** 4.0/5.0 stars **Reviewed by:** DIEGO B. | COMLETE, Small-Business (50 or fewer emp.) **Reviewed Date:** December 13, 2018 **What do you like best about SolarWinds Service Desk?** The best thing on SolarWinds help desk is the fast way to solve my customer's problems. Theyr problems are my problems and i can solve it any time anywhere. **What do you dislike about SolarWinds Service Desk?** The record of the screen could be saved on disk in my PC. **Recommendations to others considering SolarWinds Service Desk:** For the price , is better than others and have much more resources **What problems is SolarWinds Service Desk solving and how is that benefiting you?** sometimes my customers dont know how to solve some problems os the system and i need log in theyr computers to show then how they must do ### 23. Solarwinds for Network monitoring **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 12, 2019 **What do you like best about SolarWinds Service Desk?** I like the way they have maintained the inventory and the details of all the networking devices with their all specifications and features . **What do you dislike about SolarWinds Service Desk?** It takes too much time to alert and doesn't wait for resolution. It's really hard to fetch and monitor sometime. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Solved many issues related to network devices. ### 24. Almost Great **Rating:** 3.5/5.0 stars **Reviewed by:** Jack F. | IT Specialist Level II, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** The reporting and response time of the support team are better than most in the market. **What do you dislike about SolarWinds Service Desk?** A lot of small design choices add up to additional clicks that really impact the usefulness. They're not deal killers, but since it's SO close and the changes so small, it's frustrating with the way it behaves sometimes. **Recommendations to others considering SolarWinds Service Desk:** Be patient and reach out to support when you have issues. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Reporting, Cost, Departments, opening it up to other user groups. Samanage allowed us to do this. ### 25. Samange delivers for asset management **Rating:** 5.0/5.0 stars **Reviewed by:** Timothy C. | Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2018 **What do you like best about SolarWinds Service Desk?** The cloud-based solution allows for my teams at different sites to collaborate easier and view the same information. I also like the auto-scan feature and the ability to create and report on custom fields. These were must haves and Samanage delivered. **What do you dislike about SolarWinds Service Desk?** I would like the ability to edit when the auto-scan runs. Right now it is hardcoded at every 24 hours of PC runtime. I don't need to scan that frequently. **Recommendations to others considering SolarWinds Service Desk:** An easy-to-implement cloud-based inventory tool that does not require AD integration. Interface is easy to learn, an informative and customizable dashboard, and simple reporting tools make this a no-brainer. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** I need to keep an accurate inventory of PC's and the software that is installed on them. I also have teams at 3 different sites internationally and it has been difficult to find a tool that allows them all to use the same application. ### 26. Excellent user friendly interface could use more robust advanced features **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2019 **What do you like best about SolarWinds Service Desk?** - User friendly interface - Easy to administrate with easy to build catalog items and workflows - Generating reports is straight forward **What do you dislike about SolarWinds Service Desk?** - AD integration wasn't the easiest - Everything is classified as a incident - Lack asset inventory to allow equipment tracking and checkouts (laptops, hotspots) **What problems is SolarWinds Service Desk solving and how is that benefiting you?** No built in asset tracking for equipment checkouts. ### 27. Samanage is easy to use and can be easily customized. **Rating:** 4.0/5.0 stars **Reviewed by:** Greg G. | Network Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2018 **What do you like best about SolarWinds Service Desk?** They are quick to respond if you need help. They listen to the users feedback and add new functions all the time. **What do you dislike about SolarWinds Service Desk?** The website is sometimes delayed when a email come in for a new ticket. The app on the phone is limited in functional. You cant add solutions for the phone app. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We didn't have a knowledge base we for our users. Having this cuts down how long I have to spend on tickets. ### 28. Solid Platform, Continually Growing and Adding New Features **Rating:** 4.0/5.0 stars **Reviewed by:** David O. | IT Technician II, Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** Speed of updates including useful features, without breaking existing stuff. Also, their support chat staff is awesome - highly helpful and very prompt. **What do you dislike about SolarWinds Service Desk?** The feature set can still be a little less than complete, but it's getting there and maturing very nicely **Recommendations to others considering SolarWinds Service Desk:** Give it a serious look, it may be less mature in some ways than other offerings but it's quickly catching up! **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We exclusively use it for help desk/ticket management at this point, but it's ### 29. Easy implementation and easy to use - great support staff! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2018 **What do you like best about SolarWinds Service Desk?** I love that the support staff are easy to contact and very responsive (via the chat tool). The asset management has completely cleaned up our inventory and made managing assets much easier. The reporting tools are amazing as well. The help desk system is also fantastic and integrates with the asset management tools very well. **What do you dislike about SolarWinds Service Desk?** Some bugs can go a long time without being resolved (for instance, email attachments to help desk tickets weren't working for 3 months). **Recommendations to others considering SolarWinds Service Desk:** Make sure to follow their trello boards on setup. It goes over everything in fine detail and makes the implementation process easy. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Samanage provides us with fantastic reporting on helpdesk analytics, and asset management. ### 30. Samanage Service Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Phillip L. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** Samanage has tools for almost any department in your company. From Facilities to HR and IT you can track and maintain visibility into the work that needs to be done and the employees who are accomplishing it. **What do you dislike about SolarWinds Service Desk?** Aside from a few bugs on iOS devices, we haven't had much to complain about. The one thing that is good about Samanage, is they love hearing about the stuff that doesn't work just as much as anything else so they are always trying to improve things and do better. **Recommendations to others considering SolarWinds Service Desk:** Integrate Samanage with Active Directory to make managing your users simpler. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Managing tickets for IT, creating workflows for facilities team and managing HRs requests for new and former employees ### 31. Samange - Easy to Start, Easy to Use **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2019 **What do you like best about SolarWinds Service Desk?** Ease of use for both the end user and support staff, clean cut UI. **What do you dislike about SolarWinds Service Desk?** Reporting, it has much to be improved on and is hard to get historical data in a exportable format. **Recommendations to others considering SolarWinds Service Desk:** Focus on tuning reporting as this is a feature many administrators use and would benefit the platform. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We've been utilizing Samanage as both a service desk and Incident/Problem management system. We've benefited greatly from the cooperation with other departments in building out Service requests (such as HR and new hire procedures). ### 32. Great cloud based service and asset management system **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2018 **What do you like best about SolarWinds Service Desk?** I have found Samanage to be the best ITSM that I have found to blend both easy and intuitive UI with powerful and meaningful features. It is a great product that does its job well. **What do you dislike about SolarWinds Service Desk?** If I had to say something bad about it, it would be that the initial implementation is a bit involved, especially setting up automations. I would expect this with any solution, though. **Recommendations to others considering SolarWinds Service Desk:** It's a great product, and I have no reservations. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Samanage helps us to truly get a handle on our service requests and incident management. The ITIL based tools allow us to track these into problem and change management effectively and easily. ### 33. Wonderful Service Desk Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew H. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** I love how in addition to being a service desk, it is also usable as an inventory system and we can quickly look at a user's PC specs all from the same system **What do you dislike about SolarWinds Service Desk?** There used to be features that I did not like, or rather the lack of certain features, but recently they have been really stepping up their game and adding more and more features. **Recommendations to others considering SolarWinds Service Desk:** I absolutely love using Samanage. It is very easy to manage as an administrator, and very easy for users to create tickets. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** One of the best benefits of using Samanage is the ability to also utilize it as an inventory system in addition to a service desk ### 34. Quick Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2019 **What do you like best about SolarWinds Service Desk?** I liked the online Videos that hand held you thru the installation and setup of the application. **What do you dislike about SolarWinds Service Desk?** The Reports need some work I dislike the bar graphs **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are now able to track our work via tickets and auto assign tickets. ### 35. Samanage Service Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** I like the ability to work with all of my colleagues on incidents, inventory, and other areas that the Samanage Service Desk has to offer. The user interface is pretty easy to use and understand, even for novice users of the service. End users that will be submitting tickets for service can jump right in as well as it is pretty straightforward in terms of submitting tickets. The reporting tools also provide a valuable feature that can assist in showing the work being done through Samanage. **What do you dislike about SolarWinds Service Desk?** The import feature for things like inventory items, users, etc. seems to be very particular when importing the CSV file containing this information. If everything is not just right, expect to get several fail notifications before your data are uploaded. **Recommendations to others considering SolarWinds Service Desk:** Use the implementation time that you are given with the Samanage team wisely before going live with the product. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** The two largest areas being serviced by Samanage are the help desk tickets and the inventory. We are able to keep accurate records of problems occurring on campus and how quickly they are resolved. In addition to that, the inventory tracking helps tremendously for overall IT needs on campus. ### 36. Great product with fantastic customer service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** Standing up the product was extremely easy and management/administration is simple. That alone gives me back a lot of time otherwise spent. Usability for IT staff and users is also a major plus. **What do you dislike about SolarWinds Service Desk?** The biggest flaw I can see at this time is the limits in reporting. Yes, I can get the majority of information I need, but ad hoc reporting isn't quite as easy. Also, customizing automated emails needs to be a little more user friendly. **Recommendations to others considering SolarWinds Service Desk:** If you're a small to mid-sized business that doesn't need a million bells and whistles, but could have them if wanted, this is the product for you. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We have been able to initiate a formal Change Management process as well as Problem Management. The knowledge base is easy to manage and utilize and we've also implemented a user portal with access to many knowledge documents - something that has, so far, alleviated about 20% of the phone calls we used to receive. ### 37. Samanage service desk delivers features that help our team perform. **Rating:** 4.0/5.0 stars **Reviewed by:** Keith W. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** Our team likes the automation that we have been able to leverage in the help desk. We are using these to walk team members through the required steps for larger repeated requests. Examples are employee on-boarding or termination and software validation. **What do you dislike about SolarWinds Service Desk?** A lack of automated refresh on the incident page and weak time tracking. The lack of software install date. **Recommendations to others considering SolarWinds Service Desk:** The implementation team is awesome. I highly recommend that any new customer take advantage of them to maximize the potential for a successful launch. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are better able to consistently deliver on the larger tasks with the workflow feature. The inventory features have enabled us to track assets better than ever. ### 38. SAmanage a Valuable tool for HelpDesk, Support Portal, and Inventory tracking. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** December 24, 2018 **What do you like best about SolarWinds Service Desk?** I love the fact that your users each have their own account, and their assets can be assigned to them via the system. When doing helpdesk work, you have a full readout of what system they are using, what software, what version. It allows private notes between agents, so that your team members have a complete view of what is going on. **What do you dislike about SolarWinds Service Desk?** The mac client requires you to enter a terminal command to install, but this is more of an OS issue at this point. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Inventory, Helpdesk, tech support portal. ### 39. Good Out-Of-Box product for any small and quick to learn team **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Furniture | Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2018 **What do you like best about SolarWinds Service Desk?** Easy to use, very intuitive. As described in the demonstrations, poverty worked according to expectations. Samanage helped simplify our incident management, expanded our range of features and ultimately helped us to increase the capacity of our support customer support and information management. Service requests have also helped users to provide information for their requests, making it easier for us to make requests easier and to need certain information. **What do you dislike about SolarWinds Service Desk?** It could use a few tweaks, but I think it's just growing pain. Samanage 's team was straightforward with what they're implementing and changes are constantly being released.With a system as robust as this one, there should be a way to allow for more where needed. Sometimes their instructions are a little lacking. Too often, I get an overview instead of a step- by- step instruction that would sometimes be a little more helpful. **Recommendations to others considering SolarWinds Service Desk:** Realize that with this product and the desired outcome are different things, patience is required. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Needed a help desk software to hit quite a few marks and Samange managed. Easy, simple, cloud based, very functional. ### 40. Solar winds for monitoring **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 12, 2019 **What do you like best about SolarWinds Service Desk?** It's ability to integrate with ITSM tools for seamless ticketing **What do you dislike about SolarWinds Service Desk?** System generated tickets are not closed if got reassigned. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Monitoring network ### 41. Samanage has greatly increased our ability to track and manage customer requests **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2019 **What do you like best about SolarWinds Service Desk?** Providing our customers with a single point of contact to reach out for support. **What do you dislike about SolarWinds Service Desk?** Up to this point I have not identified anything I dislike about the tool. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Better tracking. Accuracy of data and timely problem resolutions. ### 42. Samanage Helped our I.T. Department Be More Efficient **Rating:** 4.0/5.0 stars **Reviewed by:** David F. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** The ease of use and support. We were up and going in a day. The Work flows streamlined many of our processes that took away some of the monotonous tasks that tend to bog you down. **What do you dislike about SolarWinds Service Desk?** The only problem we had was with the SSO through a third party. That was a little tough and unexpected. I would like Samanage to have a native SSO to finish out their product. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It is a great help desk program. It has helped us with managing our deployed and shelved inventory. We have automated some processes that helps get around some of the bureaucratic tendencies of business. ### 43. Great Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Bryan S. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** We've been using Samanage Service Desk for a few years now and it does exactly what we want it to do. I've had to contact customer support a few times to figure out how to create certain rules (filters). They have been very helpful and quick to respond. **What do you dislike about SolarWinds Service Desk?** There is nothing I dislike about the product **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Before Samanage, we didn't have a good solution for tracking IT ticktets. Since deployment, we've grown quite a bit. A great benefit to us is the simplicity of the Customer Portal and the idea that we don't need to train users on how to enter a ticket. ### 44. Samanage, a great service desk tool for your company **Rating:** 5.0/5.0 stars **Reviewed by:** Jonathan G. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** Samanage does a great job of integrating ITIL into our service desk. Our team members and clients enjoy using the portal to submit incidents and requests. **What do you dislike about SolarWinds Service Desk?** Our IT technicians wish that the queue had an auto refresh when new incidents or requests are submitted. **Recommendations to others considering SolarWinds Service Desk:** We considered quite a few other service desk tools, including household names, and Samanage checked every box we were looking for to implement with our company. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It has revolutionized the way we use our service desk. From keeping track of inventory to utilizing service requests to get more information out of our team members for proactive requests. ### 45. Samanage is a ground breaking platform that allows you to integrate all facets of your business **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** I like the visibility it offers all users. I like the idea they have of connecting IT, Service, Inventory, HR, and just about any facet of your business that you can think of all into one platform so we are all connected. **What do you dislike about SolarWinds Service Desk?** From a maintenance service perspective I wish we had more options for assigning 3rd party contractors that could be saved into the system and then assigning them an incident that could be exported as a work order with not to exceed amount. We have found work arounds thanks to the amazing staff at samanage but they have not quite made it where we would like it to be yet. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Nothing gets lost, everything is tracked, and this holds everyone accountable for getting the problems solved timely. ### 46. Gets the job done **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 02, 2019 **What do you like best about SolarWinds Service Desk?** Follows ITIL. Responsive support. Clear effort being put in to improve the product over the past year plus. **What do you dislike about SolarWinds Service Desk?** Limited automation, reporting is lacking, integrations come up short **What problems is SolarWinds Service Desk solving and how is that benefiting you?** ITIL framework (incidents, problems, changes) ### 47. Easy to implement, wonderful service and very affortable **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Semiconductors | Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** That the software is easy to implement ourselves without needing consulting help and that there is good documentation and tutorials. And the support team is wonderful. **What do you dislike about SolarWinds Service Desk?** Using API integration to automate service catalog workflow routing **Recommendations to others considering SolarWinds Service Desk:** Great software and service! **What problems is SolarWinds Service Desk solving and how is that benefiting you?** • Incidents – Key Performance Indicator reports out of the box • Service Requests for Software Enhancements, Infrastructure and Tool Onboarding will route for approvals and allow comments and attachments to be shared between the requester and assignee. • Problems – Ability to associate hardware, software, changes or services with a problem • Changes – Live drill down report of changes associated with service requests, incidents and problems • Asset Management – Six out of the box reports on computers and software. Risk alerts when hardware is reaching end of life or when software installed exceeds the license agreement. ### 48. samanage is easy to use **Rating:** 2.5/5.0 stars **Reviewed by:** jacob l. | IT helpdesk, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2019 **What do you like best about SolarWinds Service Desk?** samanage is easy to use and easy for customer to use **What do you dislike about SolarWinds Service Desk?** customization of tool. would like to be able to do more with it **What problems is SolarWinds Service Desk solving and how is that benefiting you?** inernal team. easy for customers to use ### 49. Good ITIL Service Management tool! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2019 **What do you like best about SolarWinds Service Desk?** Easy implementation Great support Follows ITIL framework minimum management since its a SaaS based service **What do you dislike about SolarWinds Service Desk?** The Incident and Service Request share the same backend database. It becomes an issue if you are trying to define a different workflow or the each. **Recommendations to others considering SolarWinds Service Desk:** Plan plan plan. Know the service request and incident workflow. The tool is only as good as you planning. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Implement ITIL framework to increase productivity ### 50. Samanage is a good software for Information Technology and Services **Rating:** 5.0/5.0 stars **Reviewed by:** Tom G. | Internet Technology, Computer Networking, Small-Business (50 or fewer emp.) **Reviewed Date:** July 29, 2018 **What do you like best about SolarWinds Service Desk?** Samanage is very informative. The end user can initiate a service request and it comes straight our IT department. It has a communication base to be able to talk to the end user through the software and sometimes even fix the issue without going to their location. I like where I can talk to the end-user or make it a private conversation through our IT department. Wonderful Software!! **What do you dislike about SolarWinds Service Desk?** At this point I don't really have any dislikes. This software is on cue each and every time I use it. **Recommendations to others considering SolarWinds Service Desk:** I highly recommend Samanage to any IT Department for day to day Operations. It will simplify each and every task that is generated for in-office or field tech operations. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Being a Field Service Technician I can solve issues with the end -user needing software updates pushed through to chromebooks or Apple Ipads when a service ticket is generated. When the end-user has wiring issues, I will go out and fix them. Its all through a Samanage service request. The benefits of having Samanage is to solve problems in a quick and efficent way. Helping the end-user with little or no down time. ## 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?page=7&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+19%3A07%3A54+-0500&secure%5Bsession_id%5D=2d062926-cb8a-4708-9709-9f1543910880&secure%5Btoken%5D=2e10962171f33b7c2c052a3615afd7ca4e7ea66403217e6afc9835ced887a4b8&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) - 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[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 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 - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring - Mobile Alerts - Email Alerts - Real-Time Monitoring - Real-Time Notifications **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 - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - Generative AI **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Third-Party Integrations **Agentic AI - Incident Management** - Third-Party Integrations - Multi-Language **Additional Functionality** - Alerts/Notifications - Forms Management - Safety Incident Management - Compliance Management - OSHA Compliance - Task Management - Single Sign On - AI Copilot - Disaster Recovery - Document Management - API - Multi-Channel Communication - Customizable Templates - Real-Time Reporting - Corrective and Preventive Actions (CAPA) - Activity Dashboard - Issue Management - Communications Management - Audit Trail - IT Incident Management - Audit Management - Event Logs - Risk Analysis - Workflow Management - Risk Assessment - Incident Reporting - Self Service Portal - Customizable Reports - Ticket Management - Service Level Agreement (SLA) Management - Reminders - On Call Scheduling - Investigation Management - Maintenance Scheduling - Status Tracking **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Agentic AI - IT Service Management (ITSM) Tools** - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations - User Management - Support Ticket Management - Requisition Management - Inventory Management - Email Management - Maintenance Management - Workflow Management - Problem Management - Service Level Agreement (SLA) Management - Supplier Management - Procurement Management - Knowledge Base Management - Task Management - Change Management - Incident Management - Contract/License Management - Audit Management - Configuration Management **Additional Functionality** - Cost Tracking - Access Controls/Permissions - Prioritization - Customizable Fields - Data Import/Export - Asset Tracking - Customizable Branding - API - Alerts/Notifications - Reporting/Analytics - Barcode/Ticket Scanning - Monitoring - Customizable Forms - Compliance Tracking - Data Visualization - Audit Trail - AI Copilot - Self Service Portal - Customizable Reports ## Top SolarWinds Service Desk Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,304 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,827 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews)