--- 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 & Product Details Visit Website 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. * * * Product Website SolarWinds Service Desk Seller [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) Discussions [SolarWinds Service Desk Community](https://www.g2.com/products/solarwinds-service-desk/discuss) Languages Supported Arabic, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hebrew, Hindi, Croatian, Hungarian, Indonesian, Italian, Japanese, Georgian, Korean, Latvian, Lithuanian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Albanian, Serbian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified), Chinese (Traditional), Fijian Solution Type All-in-One Overview by Mary Beth Labuda Show More ## Pricing Pricing provided by SolarWinds Service Desk. ### ESSENTIALS $39.00 Per Month [ View More Pricing Information ](https://www.g2.com/products/solarwinds-service-desk/pricing) SolarWinds Worldwide LLC Solutions (1) See how SolarWinds Worldwide LLC products can work together to solve real problems. [ ![Solution Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Solution Avatar Image") SolarWinds Portfolio SolutionBy SolarWinds Worldwide LLC ](/sellers/solarwinds-worldwide-llc/solutions/solarwinds-portfolio) Show More ## SolarWinds Service Desk Integrations (25) What do users say about integrations? Verified by SolarWinds Service Desk [ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Agentforce Sales (formerly Salesforce Sales Cloud) ](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") API ](https://www.g2.com/products/api/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Automox ](https://www.g2.com/products/automox/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Dropbox ](https://www.g2.com/products/dropbox/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif 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"Product Avatar Image") LogMeIn Central ](https://www.g2.com/products/logmein-central/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") LogMeIn Rescue ](https://www.g2.com/products/logmein-rescue/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") LogMeIn Resolve ](https://www.g2.com/products/logmein-resolve/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft 365 ](https://www.g2.com/products/microsoft365/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Azure Services ](https://www.g2.com/products/microsoft-azure-services/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Entra External ID ](https://www.g2.com/products/microsoft-entra-external-id/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Outlook ](https://www.g2.com/products/microsoft-outlook/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Teams ](https://www.g2.com/products/microsoft-teams/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Okta ](https://www.g2.com/products/okta/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") OneLogin 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Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Zapier ](https://www.g2.com/products/zapier/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Zendesk for Employee Service ](https://www.g2.com/products/zendesk-for-employee-service/reviews) Show More ![Muhammad U.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Muhammad U.") MU Muhammad U. Technical Support Engineer ( Zong | Paymax ) Mid-Market (51-1000 emp.) 9/4/2023 "Strategies for Achieving Exponential Growth in IT Business Solutions" 5/5 What do you like best about SolarWinds Service Desk? Quickly respone, best assurance quality and good health checks. Review collected by and hosted on G2.com. What do you dislike about SolarWinds Service Desk? Every think is good, i think no downsides of related products. Review collected by and hosted on G2.com. What problems is SolarWinds Service Desk solving and how is that benefiting you? SolarWinds is a comprehensive IT management and monitoring solution that helps businesses achieve the best performance, health, and security for their IT infrastructure. It offers tools for monitoring network devices, servers, applications, conducting health checks, and detecting security threats. SolarWinds provides alerting, automation, and reporting features, ensuring rapid response to issues and data-driven decision-making. It's scalable for businesses of all sizes and includes a supportive user community and customer support, making it a valuable resource for optimizing IT solutions and ensuring growth and security. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Computer & Network Security](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer & Network Security") IC Verified User in Computer & Network Security Mid-Market (51-1000 emp.) 11/9/2023 "Reliable and user friendly interface experience" 5/5 What do you like best about SolarWinds Service Desk? How easy it is to use and the different features it offers Review collected by and hosted on G2.com. What do you dislike about SolarWinds Service Desk? Not sure if it's for everyone but when copying and pasting multiple pictures it doesn't work on the comment section of a ticket. I have to copy one by one and becomes time consuming when creating solutions Review collected by and hosted on G2.com. What problems is SolarWinds Service Desk solving and how is that benefiting you? The solutions tab for users to be able to resolve issues on their own cuts back on the time we have to spend helping them Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller DL Diego L. Mid-Market (51-1000 emp.) 3/14/2023 "Simple and configurable incident management" 4.5/5 What do you like best about SolarWinds Service Desk? The configuration is very simple and powerful. You can register your categories and types of incidents, configure the way in which users can enter the incidents (email, web form, opened by the technicians themselves), define the status of the incidents, integrate everything with your email server and with your active directory. Review collected by and hosted on G2.com. What do you dislike about SolarWinds Service Desk? I miss that it is not officially translated into Spanish. Fortunately I found a translation on the Solarwinds forums. Review collected by and hosted on G2.com. What problems is SolarWinds Service Desk solving and how is that benefiting you? Prevent support requests from coming to us via e-mail, telephone or hallway conversations. It allows us to have a single point of entry for incidents and support requests. It also allows us to generate reports of time spent per project, per department or per technician. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Alex R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alex R.") AR Alex R. SVP, International Finance Leader Enterprise (\> 1000 emp.) 10/2/2023 "SolarWinds IT Help Desk review" 3/5 What do you like best about SolarWinds Service Desk? Automated and cost efficient servicing. More efficient than using manual resources. Review collected by and hosted on G2.com. What do you dislike about SolarWinds Service Desk? Not always accurate. Need to make sure rules are clearly defined. Review collected by and hosted on G2.com. What problems is SolarWinds Service Desk solving and how is that benefiting you? Provides automated help desk instead of relying on humans. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Alaa S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alaa S.") AS Alaa S. Product Manager Enterprise (\> 1000 emp.) 1/3/2023 "The service was quick and straight to the point, necessary questions and answers provided." 4/5 What do you like best about SolarWinds Service Desk? Efficiency and the practicality behind the solarwinds service desk. Review collected by and hosted on G2.com. What do you dislike about SolarWinds Service Desk? Dashboards might be tricky and might make you lost if you are still a beginner. Review collected by and hosted on G2.com. What problems is SolarWinds Service Desk solving and how is that benefiting you? Managing customer inquiries and requests: SolarWinds Service Desk allows organizations to track and manage customer inquiries, requests, and issues through a central platform, helping to streamline the support process and improve customer satisfaction. Improving collaboration and communication: SolarWinds Service Desk provides tools for collaboration and communication between support teams and customers, helping to improve the efficiency and effectiveness of the support process. Automating and streamlining support processes: SolarWinds Service Desk includes features such as automated workflows and self-service portals that can help to automate and streamline support processes, freeing up support staff to focus on more complex issues. Improving customer satisfaction: By providing a central platform for managing customer inquiries, requests, and issues, SolarWinds Service Desk can help organizations improve customer satisfaction by providing timely and effective support. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite SK Sumit K. Enterprise (\> 1000 emp.) 3/15/2023 "Solarwind service desk is very powerful IT service management tool. Amazing" 4.5/5 What do you like best about SolarWinds Service Desk? Solarwind service desk is a powerful ticketing tool to help organization to automate and streamline their IT service management. Some of the best features of Solarwind are service catalogue, self service portal, knowledge base documentation for common issues. It can be integrated with NPM and many more server monitoring applications and tools . Review collected by and hosted on G2.com. What do you dislike about SolarWinds Service Desk? As it is a cloud based solution there may be a risk of security breach. And it is quite complicated. Otherwise it is very powerful tool for large organisations. Review collected by and hosted on G2.com. What problems is SolarWinds Service Desk solving and how is that benefiting you? Solarwinds is very much powerful tool. You can integrate many Solarwinds applications and third party applications with it like NPM, Orion, Ocean and many more. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Ron L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ron L.") RL Ron L. Systems Administrator Mid-Market (51-1000 emp.) 3/2/2023 "SolarWind Service Desk Review" 2.5/5 What do you like best about SolarWinds Service Desk? The first of its kind in ticketing system for Service Desk/Help Desk. It allowed for IT techs to create detailed tickets for the end user. Each field had its own purpose Review collected by and hosted on G2.com. What do you dislike about SolarWinds Service Desk? SolarWinds application did not have a lot of features for the end user to create their own ticket. This prevented self service in the past which is why we switched over to JIRA on-prem. Review collected by and hosted on G2.com. What problems is SolarWinds Service Desk solving and how is that benefiting you? It has been a while since I've used the service desk ticketing system. I believe their service has improved greatly and is a great competitor to JIRA and their whole suite. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite DH Dale H. IT Support Officer Mid-Market (51-1000 emp.) 8/2/2022 "Lacking in comparison to the old version of Web Help Desk" 0/5 What do you like best about SolarWinds Service Desk? Cloud hosted, less hassle to maintain, meaning more time spent doing other things. Honestly, there is nothing that stands out above other options for service desk managment in my opinion. It does what it is advertised as, but doesn't so it well. Review collected by and hosted on G2.com. What do you dislike about SolarWinds Service Desk? The flexibility and funcitonality is far from what the Web Help Desk system offered. That was a much superior product. Simple things like automatic warranty update don't work, not even talking about pulling via API from vendor. Just if a manual date is set, once it goes past the date it doesn't set status as 'Out of Warranty'. Has lots of quirks and just not a poslished as WHD. The UI is clunky and not the best to navigate, and overall just seems slow. Confusing processes, can't combine requests, can't make ad-hoc changes to processes once started. I'd very much like to see a cloud version of Web Help Desk rather than a rebranded aquired platform. Review collected by and hosted on G2.com. What problems is SolarWinds Service Desk solving and how is that benefiting you? Honestly, I can't recommend Service Desk in it's current state. I'd be more likely to recommend the older Web Help Desk option if that is still available. Or even look at other vendor options. Benefits are not really any different from other similar options from other vendors. Doesn't stand out. I'd be very interested to see how other people rate Service Desk and how it has improved the workflows. When updates are rolled out it regularly reverts settings on our instance. Updates have broken features that were critical to our processes and take months to fix the previously functioning features. Honestly, there is very little thought or care given by the Service Desk team to their users or their customers. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller CP Carmen P. Senior Director, IT Mid-Market (51-1000 emp.) 8/4/2022 "Simple tool, focused on what's important and it does the job!" 5/5 What do you like best about SolarWinds Service Desk? It's a classic incident management tool, intuitive and easy to adopt both for the IT staff and end users. It does everything we need to do, and it doesn't have a million bells and whistles which distract us and we'll never use. Review collected by and hosted on G2.com. What do you dislike about SolarWinds Service Desk? I wish there were more layouts to look at incidents or changes, e.g. tile format. Currently, only a list format is available. Also, I wish there were more widgets available for dashboards. Review collected by and hosted on G2.com. What problems is SolarWinds Service Desk solving and how is that benefiting you? We use SWSD for IT incident tracking, change management, approvals for new software purchases. It is keeping the IT team organized and users can check the status of their requests. Plus, a big benefit, our auditors love it. Review collected by and hosted on G2.com. Show More 2/6/2023 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Government Administration](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Government Administration") AG Verified User in Government Administration Mid-Market (51-1000 emp.) 9/29/2022 "SolarWinds Service Desk - Robust Service Management Solution for everyday IT Operations" 4.5/5 What do you like best about SolarWinds Service Desk? Easy to use and intuitive interface. Option to fully customize based upon customer needs. Offers a way for dashboard configuration so that everything can be looked at in one place. Ability to track customer satisfaction. Fully integrated with Microsoft outlook for ticket notification. We use it for our incident administration and asset tracking. Review collected by and hosted on G2.com. What do you dislike about SolarWinds Service Desk? The system is excellent. Wish it had better integration with other solutions for more advanced needs (e.g., Beyond Trust product integration or advanced reporting). Review collected by and hosted on G2.com. What problems is SolarWinds Service Desk solving and how is that benefiting you? Since its implementation, it has dramatically increased our efficiency, incidents, and asset tracking. IT department now has better insight and collaboration. We also have options to post solutions so that customers can troubleshoot the problems before escalating to members of Tier-1 support Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ## Questions about SolarWinds Service Desk? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about SolarWinds Service Desk ](https://www.g2.com/products/solarwinds-service-desk/discussions/new) JL Jason Lansang • Last activity almost 6 years ago How do I upload a solution article using tablets or phones? 1 Upvote 1 [ Join the conversation ](https://www.g2.com/discussions/32754-how-do-i-upload-a-solution-article-using-tablets-or-phones) GU Guest User What is SolarWinds Service Desk used for? 0 Upvotes 0 [ Join the conversation ](https://www.g2.com/discussions/what-is-solarwinds-service-desk-used-for) [ View all Discussions ](https://www.g2.com/products/solarwinds-service-desk/discuss) ## Pricing Options Pricing provided by SolarWinds Service Desk. ### ESSENTIALS $39.00 Per Month ### ADVANCED $99.00 Per Month ### PREMIER $124.00 Per Month [ View More Pricing Information ](https://www.g2.com/products/solarwinds-service-desk/pricing) SolarWinds Service Desk Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image") Freshservice 4.6/5(1,349) [ Compare Now ](https://www.g2.com/compare/freshservice-vs-solarwinds-service-desk) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image") Jira Service Management 4.3/5(991) [ Compare Now ](https://www.g2.com/compare/jira-service-management-vs-solarwinds-service-desk) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_07d371bf8a676b5e2a198a776930c16a/spiceworks-cloud-help-desk.png "Product Avatar Image") Spiceworks Cloud Help Desk 4.3/5(311) [ Compare Now ](https://www.g2.com/compare/solarwinds-service-desk-vs-spiceworks-cloud-help-desk) ##### ##### SolarWinds Service Desk Features Incident Management Automate Ticket Routing Ticket Prioritization Ticket Notifications Reporting Dashboards Time Tracking Surveys Access & Usability Mobile Self Service Active Directory Service Desk Help Desk Incident Reports Process Workflow [ View More Features ](https://www.g2.com/products/solarwinds-service-desk/features) ## 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