--- 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. Nice software **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2020 **What do you like best about SolarWinds Service Desk?** It has file transfer, remote command line and is reasonably priced **What do you dislike about SolarWinds Service Desk?** Sometimes the connections are very slow. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Allows me to be in multiple places within a short period of time. I have accounts that are over 200 miles apart. I can be somewhere remotely within minutes. ### 2. Great service. Does just what I need it to. **Rating:** 5.0/5.0 stars **Reviewed by:** Alexander Y. | Managed Services Engineer , Government Administration, Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2019 **What do you like best about SolarWinds Service Desk?** It is easy to use and there is nothing complicated about it. Everything is straight forward and the support team is awesome! **What do you dislike about SolarWinds Service Desk?** I wish there would be more customization for us end users. Not sure if this is an administrator thing, but I would like to have the option to add my own categories and sub categories. Also I wish when users submit incidents, it automatically inputs their location and department. (Although this may be an administrative setting that I do not have access to). **What problems is SolarWinds Service Desk solving and how is that benefiting you?** One of our main problems is Asset management. With this, we can easily see the life cycle of a computer and add a date on when to replace it. What is also beneficial is that we can also see the user of that machine. ### 3. Great ITSM solution **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2019 **What do you like best about SolarWinds Service Desk?** I like how everything ties into one interface. Change requests, incidents, asset management, service requests, problem management, knowledgebase. It makes it very easy to link and reference these items as well. The user interface is clean and easy to use. **What do you dislike about SolarWinds Service Desk?** I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts. **Recommendations to others considering SolarWinds Service Desk:** Look into automations and service requests early. Easy way to make things work very nicely. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Tracking inventory and change requests. It helped get a grasp on how much inventory we had and helped us track it down numerous times. It has also helped us with controlling how many changes we are making and making them at the right time. ### 4. Great product, easy to use, great reporting **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2019 **What do you like best about SolarWinds Service Desk?** Reporting is great and we love the satisfaction surveys. It gives us great insight into how we're doing and where we need to improve. **What do you dislike about SolarWinds Service Desk?** I wish the search function were a little more refined. Finding closed tickets can sometimes be difficult. Better filters would be very helpful. **Recommendations to others considering SolarWinds Service Desk:** The onboarding process was great. The SolarWinds techs were very helpful in getting things setup for us. We had a lot of questions and they were able to address everything pre-sale. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We've used SolarWinds Service Desk for our IT team for years. When our Customer Success team started looking for an issue tracking solution, we just pulled them into our SolarWinds application. They can now track issues and performance much easier. ### 5. Direct and essential Service Desk features with helpful setup process. **Rating:** 3.5/5.0 stars **Reviewed by:** T A. | Support Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2019 **What do you like best about SolarWinds Service Desk?** Easy to navigate; direct support chat online; simplified layout and customization. **What do you dislike about SolarWinds Service Desk?** Needs more adaptability on reporting; missing some key features available from other custom HelpDesk solutions; escalated bugs take a long time to receive updates from Eng. group. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Simplified visualization for upper Mgt on reporting but also creates need for custom filters, which seems to take a long time to present. End-user notification and updates are excellent with additional option to allow users view/track own submitted incidents. ### 6. Solar Winds Service Desk Simplifies IT needs. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2019 **What do you like best about SolarWinds Service Desk?** With Service Desk provides us the ability to keep track of user issue in an easy to use interface which also allows for easy creation of FAQs and a Solutions Database. Our users are able to submit incidents via email and are able to track submitted incidents in their own Service Desk portal. Overall, Service Desk is easy to use, provides many options, and has good reporting tools. We are able to easily manage submitted incidents, eliminate simple tasks, and resolve incidents faster for our users. **What do you dislike about SolarWinds Service Desk?** Solar Winds Service desk will sometimes delay displaying Incidents that users have created via email. Service Desk Inventory will auto-populate printers. So when you have a shared network printer, it will show in the inventory once per every user that has access to it. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Solar Winds Service Desk has helped us keep track of our inventory and providea higher level of support by allowing us to resolve submitted incidents quicker using our growing Solutions Database. ### 7. The most complete support tool in the market, without a doubt **Rating:** 4.5/5.0 stars **Reviewed by:** Julio M. | Ingeniero de soporte, Mid-Market (51-1000 emp.) **Reviewed Date:** July 05, 2019 **What do you like best about SolarWinds Service Desk?** SolarWinds is really easy to implement and with a short learning curve. It has a very complete user interface with several useful navigation options that is also customizable. I like being able to track audit history. It has a good ticket management system based on your solution in the cloud. **What do you dislike about SolarWinds Service Desk?** SolarWinds has problems with the integration with Outlook, because when I try to connect the application it throws me an error of "failed, try again", however, I try again and it does not connect. I also think that all the tools are not well distributed on the browser screen. **Recommendations to others considering SolarWinds Service Desk:** This tool has made it easy to manage tickets with our different areas. As you discover the service, you will realize everything you can customize and with all the tools it counts. As your company grows, you will need a tool like this to manage it. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are using this tool to manage incidents in the servers area, which have problems with software, user controls, closed ports, Internet connection. SolarWinds gives us the ability to organize the tickets and be assigned to the personnel in charge. It also allows us to register computers with their serials and specifications to keep track of the computer inventory. ### 8. SolarWinds Service Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Professional Training & Coaching | Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2020 **What do you like best about SolarWinds Service Desk?** Ease of use and easy to onboard the team **What do you dislike about SolarWinds Service Desk?** Limited ability to add new custom fields **What problems is SolarWinds Service Desk solving and how is that benefiting you?** easier management of assets. Far less new equipment being ordered and money savings ### 9. A Product with a Great Interface, but need to expand capabilities **Rating:** 4.0/5.0 stars **Reviewed by:** Scott S. | Director, Production Media Services, Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2019 **What do you like best about SolarWinds Service Desk?** The best thing about the SolarWinds Service Desk is certainly the interface. It is easy and quick to assign jobs and make comments, even on the mobile app. **What do you dislike about SolarWinds Service Desk?** I wish the software was not tailored just for IT departments. We don't use over 50% of the software, and then are frustrated when the vendor is unwilling to add on more process-management functionality. **Recommendations to others considering SolarWinds Service Desk:** Consider if you'll be able to completely move away from emails for your ticketing. If not (as is our case), it may result in email flooding, when the point was to reduce email. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We have significantly reduced email congestion for our team, and eliminated doubling up on my jobs. We also have better tracking and reporting on what our teams are doing. ### 10. Amazing and easy to use Service Desk solution! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about SolarWinds Service Desk?** Solarwinds Service Desk is a cloud based solution that requires no large up front investment to get it off the ground and running. **What do you dislike about SolarWinds Service Desk?** So many possibilities! With how well the functionality is designed and how easy the interface is to use, there really is many different ways to achieve the same goals! Going back to the trust ITIL framework and aid in choosing which methods work best. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Being a small business we have been tracking all our service requests via email. Solarwinds Service Desk allows us to redirect our employees to a self service portal, saving time/money on things they can answer for themselves through the use of Knowledge base articles/solutions. We are also able to incorporate not just IT related requests, but all our back office teams benefit. Another pain point had experienced was the use of spreadsheets to track assets...the asset management capabilities of Solarwinds Service Desk are simple to use and scalable enough to address all our needs. ### 11. Great Product that gets better with every update **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about SolarWinds Service Desk?** The simplicity with how it works and easy to maneuver. Being able to track assets is nice too. If only they'd report more than after 24 hours of activity on the device. The tool is great for keeping up with assets such as computers and software. Reporting is easy and everything seems to fall along great with the default categories that are implemented in to the Service Desk Reporting. The layout is fair and easy to follow as well. **What do you dislike about SolarWinds Service Desk?** I wish it was setup to do round robin on incidents and a manual way to update assets. Setting up automation requests aren't as easy as expected because it requires to be able to write code and I feel most people do not know much about code if they're managing a Help Desk role and keeping up with Service Desk Agents. That is really my only complaint. **Recommendations to others considering SolarWinds Service Desk:** I'd recommend the product to anyone who wants an easy to use Service Desk utility. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Overall it's been a great utility and easy reporting. ### 12. Great for small to midsize company ( ~200 employees) **Rating:** 4.5/5.0 stars **Reviewed by:** Brian M. | IT System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2019 **What do you like best about SolarWinds Service Desk?** Groupings, Cataloging, The ability to create categories for incidents **What do you dislike about SolarWinds Service Desk?** not very intuitive, you have to tell it how to do everything **Recommendations to others considering SolarWinds Service Desk:** Know what categories or what groups of people you want to have so that you can be prepared when implementing. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** None at the moment, but with Solar Winds taking over, I can see a lot of application with integration of existing technologies ### 13. Samanage Has Been A Godsend & Delight To Work With! **Rating:** 5.0/5.0 stars **Reviewed by:** Sean C. | IT Computer Technician , Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2018 **What do you like best about SolarWinds Service Desk?** The ease and friendly navigating of things takes out a lot of stress from the job and enables you to just focus on what you need to accomplish and execute. Definitely a powerful tool in the work place **What do you dislike about SolarWinds Service Desk?** That I no longer get to work with the amazing people in the Samanage team! **Recommendations to others considering SolarWinds Service Desk:** Give it a try and I guaranteed you will not be disappointing. It will be a wonderful tool for you and your company to use in the day to day. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** End User Tickets, Inventory etc. Wonderful organization and efficiency boost in production! **Official Response from Chris McManus:** > Sean, thanks for the review! I'm glad you enjoyed working with Kelli. Please reach out anytime. The Samanage team looks forward to your continued success! ### 14. Solid ticketing system, some post-acquision growing pains **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2019 **What do you like best about SolarWinds Service Desk?** CMDB and Service Catalog make my life easier every day. Overall, Service Desk is a solid product. **What do you dislike about SolarWinds Service Desk?** UI feature updates that make drastic changes without warning, or an option to disable certain new "features". Most hated: the surprise edit mode when you click on the body text of a ticket. Please give us an option to disable this 95% useless feature. Also, I'd like to see more flexibility when searching (returning partial matches when searching configuration items, for example), especially the ability to use Google-style operators like double quotes to search for exact phrases. Maybe I'm missing some info, but documentation isn't that easy to find. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Helping needy and clueless users get their work done. I love it when I think someone is telling me a lie, and I can easily look up their ### 15. Solarwinds Service Desk formerly Samanage **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about SolarWinds Service Desk?** Solarwinds recently acquired Samanage and rebranded the product Solarwinds Service Desk. As a new samanage customer, this caused a little anxiety but I'm happy to report that I think this has been a positive transition. Solarwinds as a great reputation for making strong products (we used other solarwinds products before this), and they seem to be actively developing the product. It's relatively affordable, very simple to administer, and customizable to the level we need. **What do you dislike about SolarWinds Service Desk?** The online support resources are a little bit of a mess with the recent transition from samanage to solarwinds. I expect that to improve with time. **Recommendations to others considering SolarWinds Service Desk:** If you're doing Microsoft AD integration, do it right from the beginning of the process. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Started with incident management, and we've added solutions and service catalog. We're just starting to roll out the portal. ### 16. Ticket tool made for the IT Supporter **Rating:** 4.0/5.0 stars **Reviewed by:** Kenneth L. | IT Support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2019 **What do you like best about SolarWinds Service Desk?** Samanage is an easy application to use and get started with. The learning curve is nothing crazy while there's a lot of features available. There's often improvements to the application due to a good community where people can share requests etc. There's good options for creating self service forms and more and you can tweak them to a certain extend. It's easy to create a filter for the tickets in your organization and it's in general very intuitive. **What do you dislike about SolarWinds Service Desk?** The creation of the Service Catalog could have more options. You can create fields that's dependent on the users decision but it's only available once making the field dependent on one field. The support is in general good and instant via a chat function, but for challenging questions can take time to get help with. **Recommendations to others considering SolarWinds Service Desk:** The software is very intuitive and pretty flexible but you have to decide if you can live with an application that in some ways only will be semi-flexible. The UX design prevent you to program yourself. Test the software a lot and make sure it will fit your needs. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We needed an application to support our users and track the work we do. Samanage do the job and has also helped us streamlining our working methods by using self service requests, knowledgebase etc. We can track what we have done in the past and create solutions directly from a ticket. ### 17. A Simple, Easy Service Desk Option **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2019 **What do you like best about SolarWinds Service Desk?** This product has a very intuitive, easy to user interface with lots of options. The improvements Solarwinds has made thus far further improve that experience. **What do you dislike about SolarWinds Service Desk?** The cost, as compared to competition like JIRA Service Desk, is not very entry level friendly. JIRA gives smaller teams a more affordable cost of entry, compared to Solarwinds Service Desk. **Recommendations to others considering SolarWinds Service Desk:** Make a true cost comparison with other platforms. If you have a very large team, this may be more cost effective than it is for a small team. At scale, it's likely you'll find some value here compare to the competition (Atlassian's JIRA + Confluence suite, for instance will cost more at scale). **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We use it for IT and HR helpdesk applications within our organization. It certainly meets that need. ### 18. Simple but Flexible platform to manage tickets and change contro **Rating:** 4.5/5.0 stars **Reviewed by:** Orhan K. | Executive Director, IT & Facilities, Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2019 **What do you like best about SolarWinds Service Desk?** Usage is simple. Reporting is flexible. Capability to do agent driven asset and license management. Contract management. Email integration works really well. Replies captured in comments. **What do you dislike about SolarWinds Service Desk?** Although basic features are easy to configure and use things get complicated once additional configurations are implemented. Conditional fields, complex forms and workflows are hard to build. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Helpdesk ticket management, change control for regulated systems, asset and software tracking. ### 19. Comprehensive and elegant software platform. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2020 **What do you like best about SolarWinds Service Desk?** Most features are relevant for our daily usage. **What do you dislike about SolarWinds Service Desk?** Sensible feature requests often being placed in the queue of low priority. Also, lacked customization flexibility for the non-core features. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Almost all the features are useful. ### 20. User friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2019 **What do you like best about SolarWinds Service Desk?** Keeps all tasks organized and lets everyone know where we are in the process of helping them **What do you dislike about SolarWinds Service Desk?** Right now after a year of using it, I really haven't found anything I dislike **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Lots of hardware and connection issues, as well as meeting set ups and the everyday IT issues in our company. The service desk is very helpful to keep the IT department on task as well as keeping us from duplicating our work. ### 21. Great Helpdesk, Management and Documentation Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Matthaniel C. | IT Specialist, Food & Beverages, Enterprise (> 1000 emp.) **Reviewed Date:** October 21, 2019 **What do you like best about SolarWinds Service Desk?** A great, in-depth solution to keeping track of helpdesk incidents, inventory of software, and solutions database. **What do you dislike about SolarWinds Service Desk?** There are some bulk import items that require use of the API, which can be a bit annoying. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** This has helped us prioritize incidents and allowed use to sustain an easy-to-create and read solutions database to decrease downtime for our users. ### 22. Samanage in our IT department **Rating:** 4.0/5.0 stars **Reviewed by:** Tim L. | IT Technologist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2019 **What do you like best about SolarWinds Service Desk?** We like the helpdesk and also like and use the inventory control. Samanage was easy to setup and use. It does use a third party to implement our active directory and that had a few issues that OneLogin fixed. I would rather deal with just Samanage. **What do you dislike about SolarWinds Service Desk?** We wish the user rating system was better. Currently it is only a thumbs up or thumbs down on the user satisfaction feedback. We would like a scale of say 1 to 5. Life happens and once in a while a user will just give a thumbs down. **Recommendations to others considering SolarWinds Service Desk:** It will make your department more efficient and have the ability to prioritize all the help desk requests. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We never had a help desk so there was a lot of calls, paging and email. As users learn to put in a ticket, our department is running more efficiently. Also our medical inventory program was not very good at inventory control and so far we like the Samanage inventory interface. ### 23. Samanage has proven to be invaluable for us. Has provided exactly what we needed **Rating:** 4.5/5.0 stars **Reviewed by:** Chris P. | Director Of Information Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2016 **What do you like best about SolarWinds Service Desk?** I have found the Samange service / application to be very configurable for our needs. It was easy to configure to meet our needs, and access is available most anywhere. **What do you dislike about SolarWinds Service Desk?** I have not found many dislikes, Pricing could be better......but still very reasonable. **Recommendations to others considering SolarWinds Service Desk:** I would recommend evaluating your needs and how Samanage will fit your needs. I researched many options and did not want an in house solution that required a server and maintenance. Samanage met the needs to provide a configurable solution that minimized hardware / software to maintain that system. The setup and implementation of the system is minimal and do not have to worry about maintaining it. There are multiple ways to create tickets that are easy for users. It also provided users the ability to check, and receive updates as to the status of their issue. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** All IT management and Help Desk, I have recently added staffing to the IT Department and have grown from 1 to 3, Samanage still provides what we need, with minimal effort to adjust for growth of our organization. ### 24. Samanage has been a game changer for saving time, organizing support requests, etc. **Rating:** 5.0/5.0 stars **Reviewed by:** David J. | Vice President Of Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2019 **What do you like best about SolarWinds Service Desk?** We have 200 employees and a support team of only 4 including management. Samanage has been a game changer for saving time, organizing support requests, and improving workflow for our IT Support services. The implementation was easy, including integration to SSO services with OneLogin. **What do you dislike about SolarWinds Service Desk?** Priorities are not customizable and the reporting is not true reporting. It's simply a list of existing tickets with filtering capabilities. Don't get me wrong, the filtering is very deep, but it's not a report. Reports have bar charts, pie charts, columns I can add remove, and KPIs that I report on. For now, I'm stuck with taking info out of Samanage manually and putting into my weekly/monthly reports. Pricing is somewhat competitive but would always like a better deal. **Recommendations to others considering SolarWinds Service Desk:** Spend time with the Samanage implementation team and ask a ton of questions. They seemed very happy to answer all of our questions and if they didn't have the answer, they tried to find it through other sources. If you're a small support staff, don't use categories and sub-categories that your users are required to fill out. Nobody likes them and they're usually wrong anyway. Make your support team identify what the category was. Otherwise, with a larger staff and more users, categories are likely necessary for routing tickets. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It's easy to use. Integration to SSO with OneLogin is seamless. Interface is nice and clean. Have never had an outage or performance issues. Computer & software asset management is easy to use and has a lot of great info we use on a monthly basis. ### 25. Much More Than Just A Service Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2019 **What do you like best about SolarWinds Service Desk?** I love the fact that you can set up everything exactly how you want it. you can add your own details to every part of the program. **What do you dislike about SolarWinds Service Desk?** The settings can be a little complicated to navigate, but once you get the hang of it, your all set. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Solarwinds helped me organize and automate new hires seamlessly. It also helps with keeping track of assets that were previously disorganized. ### 26. A truly easy to use help desk application **Rating:** 5.0/5.0 stars **Reviewed by:** Ivan O. | Supervisory Information Technology Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** June 20, 2019 **What do you like best about SolarWinds Service Desk?** When your company grows in size the problems grow to, keep them in line with SolarWinds Service Desk, a truly easy to use and implement and low learning curvature. Keep records of the most requested issue, verify the ticket status in real time, and all the KPI used in ITIL in order to improve customer satisfaction. **What do you dislike about SolarWinds Service Desk?** This solution comes from the future, easy to use, easy to set up, easy to implement but users complain of his design and they are right. at the of opening an incident, the page looks old and the design it's congruent looks old everywhere. **Recommendations to others considering SolarWinds Service Desk:** If you are looking for a tool to keep your IT resources in good shape or if you have a large number of requests and you have no idea which issue solve first, this tool would make the IT administration easier. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** ITIL Solution for Help Desk, KPI, Administration of time and resources. ### 27. Excellent way to take care of end users and keep track of their issues **Rating:** 5.0/5.0 stars **Reviewed by:** Roberto S. | IT Support , Enterprise (> 1000 emp.) **Reviewed Date:** April 04, 2019 **What do you like best about SolarWinds Service Desk?** It is very easy to use for our end users and for our help desk agents, everybody can keep track of their issues sent and the issues pending to be resolved, it helps us to see opportunity areas and improves the communication between our support team and our user base, the inventory part is great since it lets us to know where our mobile computers are, who is working with them, and as well for them as for the desktop computers lets us to know if they requiere a warranty renewal and its specs without having to go on site or running a third party tool, in regards the configuration part it requires to improve the quantity of options to make ir easier but it is fine, you just need to take you time and in a few hours you will have Samanage working to provide support with no problems, we use it thru the email and it let us to communicate in a fast way avoiding to waste time and keepin better track of what we are doing. **What do you dislike about SolarWinds Service Desk?** For the administrator it might be a lot of options to be configured **Recommendations to others considering SolarWinds Service Desk:** You will need some time to get it working as it should **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We provide tech support for more than 1000 users company wide between more than 50 locations, we need to keep track of their issues, one of its most valuable features is the Inventory part. ### 28. I love this product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2019 **What do you like best about SolarWinds Service Desk?** I like how easy the feel is to maneuver around the product. With up to date technology and simple terms it allows everyone to focus on their work instead of feeling their way around a tool that should make their job easier. This product is highly recommended by me and my team. **What do you dislike about SolarWinds Service Desk?** I wish it had a refresh option to not have to continually refresh the browser page. It also needs a computer asset refresh to be able to manually run on the whole environment instead of having to wait for 24 hours of activity. The automation part needs to be more simplified because someone who doesn’t write scripts has not clue how to use it. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** I have realized that the tool has made reporting easier and it helps keep people accountable for their work performed. This is important at a service desk level to make sure each customer and help desk agent is getting the best possible support they have to give and receive. ### 29. Great Interface, Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Chris A. | IT Senior Professional, Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2019 **What do you like best about SolarWinds Service Desk?** I like how easy it is to customize the solution. I like the mobile app. It is easy for both agents and end-users to use. **What do you dislike about SolarWinds Service Desk?** I haven't found any downsides yet. So far it is meeting our needs. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We needed a service desk that was HIPAA and FERPA compliant. A solution that was easy to use and looked great ### 30. So far a great product for asset procurement and management **Rating:** 4.0/5.0 stars **Reviewed by:** Jerry S. | Sr. Systems Administrator, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2019 **What do you like best about SolarWinds Service Desk?** I'm impressed at how clean and simple the dashboard is. All the asset information for each device is readily available with export capabilities. I'm still learning the application, but I'd say so far it has been a positive investment. **What do you dislike about SolarWinds Service Desk?** There isn't much to dislike being I'm only using the Asset management portion of the application. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Asset Management and hardware identification. All information centralized and readily available. ### 31. Samanage was the right choice **Rating:** 5.0/5.0 stars **Reviewed by:** Allan E. | IT Support Specialist / VoIP Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 15, 2019 **What do you like best about SolarWinds Service Desk?** There are so many things that I like about Samanage. To start with the entire team that worked with me on purchasing, setup/configuration, success management were all really great and were easy to work with. They are very responsive to any question I had...usually had a response back within an hour. As for the Samanage Cloud Portal it offered more than we had with Spiceworks. I am now able to combine my inventory database, procurement records and help desk all into one package. The fact that it is cloud based allows me to access it from anywhere instead of having to make sure I am at specific computers to access specific software pieces that made up our old system. **What do you dislike about SolarWinds Service Desk?** I wish that it allowed the positioning of fields and offered the capability to do depreciation within the Asset portion of the inventory. **Recommendations to others considering SolarWinds Service Desk:** They offer a 30 day trial and I would recommend anyone thinking about switching to give it a try. Configuration doesn't take that long to complete and have up and running. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are able to combine Inventory, help desk and procurement into one application. Our existing on-prem helpdesk started having issues with AD integration and started not allowing users to sign in. Because it was freeware there was really no support except for that of other users. The benefits are within one portal we know have access to all three systems from anywhere so if my main computer was to go down I can easily access this from my phone, ipad or another computer. ### 32. Clean, Organized, Powerful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** September 19, 2019 **What do you like best about SolarWinds Service Desk?** The system itself is easy to setup and navigate through. It makes things very easy on the end user to help themselves or get a request over to TS. **What do you dislike about SolarWinds Service Desk?** I REALLY wish you could assign multiple Site Locations to a single KB article and Service Catalog as opposed to having to make multiple copies of the same item for each site. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Getting the end user to really help themselves on common issues that don't require the assistance of tech support. This allow our TS team more time on complicated issues and projects. ### 33. Great little ITSM **Rating:** 5.0/5.0 stars **Reviewed by:** Sadie L. | Customer Support Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2019 **What do you like best about SolarWinds Service Desk?** This is an extraordinary ITSM. We have been with them for a long time and have watched them develop. They have a great deal of the highlights of the enormous name frameworks yet without the mind-boggling expense. On the off chance that you are searching for an ITSM that will take care of business here it is. While it doesn't have all the extended highlights of a portion of the enormous frameworks it has resource the executives, change the executives, occurrence the board and an administration index which is all you truly need to begin. In addition they have mixes with different stages like slack for interating with your tickets. Generally a decent decision for an ITSM **What do you dislike about SolarWinds Service Desk?** The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity? **Recommendations to others considering SolarWinds Service Desk:** Overall, Samanage has been a great asset to our support team but we are hoping to see some improvements this year when it comes to permissions for viewing Solutions and also organizing solutions on the Help Desk Portal in a manner similar to how the Service Requests are displayed. I should note that since this is a SaaS solution, we instantly see improvements and features being added and the community.samanage.com site is very active. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** They have been an incredible accomplice to work with twisting around in reverse to suit us in our mergers and acquisitions as we united inhabitants and imported and sent out information. They tuned in to our input and joined a portion of our thoughts into their last item too. They are an organization that will work with you to take care of business the manner in which you need it done. ### 34. Great support of an intuitive application that so far, meets the needs of our business! **Rating:** 4.0/5.0 stars **Reviewed by:** Tina P. | IT Client Services Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2019 **What do you like best about SolarWinds Service Desk?** Vendor support has been excellent! Any questions that we may have, have been answered in a timely manner. They've gone above and beyond trying to assist us! The application is very user friendly and is very intuitive. It allows us to be able to customize our platform to our liking and gives us control of how we are going to operate the system. I'm very excited to have this software implemented and to work in it for our everyday needs! **What do you dislike about SolarWinds Service Desk?** Inability to email all members of a group. If a ticket is put into a groups name, they do not receive notification that it has been moved to their group. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** A new incident ticketing system was needed and Samanage is fulfilling that need. The added benefits include asset management which will help to streamline processes! ### 35. SolarWinds Service Desk (formerly Samanage) **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** September 06, 2019 **What do you like best about SolarWinds Service Desk?** The ability to edit comments is very useful. It's great to be able to strip out unnecessary text, or to correct mistakes without having to generate a new posting. **What do you dislike about SolarWinds Service Desk?** Unfortunately, many things. > No automatic refresh of queue > Limited HTML or color in comments. > No native ability to turn tickets into purchase orders. > Bland, sometimes hard to read skin, with horrible sizing and placement of fields. > Custom fields with very limited application > Limited automation. > No automatic text insertions with automation > Device inventory without search window > Need to scroll to top of queue to get to filter options > Solutions need better / different formatting for portal end users **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We have been able to better integrate our change management and purchase orders into a single application. ### 36. SolarWindows Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** November 26, 2019 **What do you like best about SolarWinds Service Desk?** It's an excellent way for us to keep track of tickets that have been created by our users. Furthermore, when tasks are completed, we can close them and also generate pdf reports for our line manager. **What do you dislike about SolarWinds Service Desk?** The user interface could be improved a little bit to make it more modern, also I notice some glitches with some of the buttons when scrolling through various open tickets **Recommendations to others considering SolarWinds Service Desk:** A great resource for IT teams to manage their tasks, fully recommend it. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** With SolarWindows we can now properly maintain and assist users with IT related problems ### 37. I work Daily in the application and Love it **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2019 **What do you like best about SolarWinds Service Desk?** I love the solutions, how system automatically give possible solutions for the issues **What do you dislike about SolarWinds Service Desk?** How voicemail tickets come. I would love the system to prompt for the name then reason for the call **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We the product for all medical and technical issues our users are having. It allows a seamless communication ### 38. Simplicity and modification options like you want it. **Rating:** 4.5/5.0 stars **Reviewed by:** Christopher F. | Senior IT Supporter, Mid-Market (51-1000 emp.) **Reviewed Date:** March 01, 2019 **What do you like best about SolarWinds Service Desk?** Samanage is a good semi flexible service desk and ticket tool that accommodate most of your needs and have a nice live support together with a nice community where you easily can suggest improvements. Good for mid-sized companies, where you want to be able to keep track on things and maybe create a service catalog for requests or include a knowledge base. **What do you dislike about SolarWinds Service Desk?** Self service requests is not as flexible as you could wish. You can only make choices dependable once and you will need to write all the text from dependable choice in the line of text. It would also be nice to be able to choose more than one department or country when defining who should be able to create the service request. So even though a lot of features are flexible, you'll still find that Samanage are lacking in some areas. **Recommendations to others considering SolarWinds Service Desk:** Think about into what extend you need a fully developed piece of software as Samanage is in constant development. The tool itself is quite flexible but as you find it flexible in some areas you will find it as locked in other areas. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We have managed to get an overview over IT Issues with more as we also have integrated the self service system very well and actively will be working on our knowledge database. ### 39. It Just Works **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2019 **What do you like best about SolarWinds Service Desk?** Samanage is the most intuitive and user-friendly platform I've used. It's also the most powerful, which makes the ease-of-use very impressive. **What do you dislike about SolarWinds Service Desk?** The documentation needs some work. This isn't a big deal, because the product itself isn't difficult to figure out. But it's the only drawback I can mention. **Recommendations to others considering SolarWinds Service Desk:** Sign up for the trial and kick the tires. You'll see pretty quickly how easy the product is. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Keeping tabs on our IT infrastructure as well as managing services both inside and outside our IT department (e.g. InfoSec, HR). Distinctions are easy to make without losing coherence across the organization. ### 40. Great service to manage help desk tickets and change **Rating:** 4.5/5.0 stars **Reviewed by:** Orhan K. | Great product to manage incidents and change, Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2019 **What do you like best about SolarWinds Service Desk?** Separation of incidents, change, contracts and standardized form driven service request templates **What do you dislike about SolarWinds Service Desk?** There could be better integration between contracts, software licenses and license compliance. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We manage all of our SOX related change controls via Service Desk. Being able to record changes, test plans, rational and roll back plans and being able to associate them with tickets is great. ### 41. Using it for our help desk **Rating:** 4.5/5.0 stars **Reviewed by:** Luis R. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 03, 2019 **What do you like best about SolarWinds Service Desk?** As a manager I can see what is going on with all the tickets and view comments back and forth. **What do you dislike about SolarWinds Service Desk?** Right now I haven't really found an issue **What problems is SolarWinds Service Desk solving and how is that benefiting you?** All of our user and server issues. The whole team is aware of what is going on with issues. Users can see the progress in their issue. ### 42. So much more than a Help Desk managment tool **Rating:** 4.5/5.0 stars **Reviewed by:** Brian B. | Help Desk Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2019 **What do you like best about SolarWinds Service Desk?** I like the flexibility that Samanage offers us for customization. It does double duty at the help desk, and as an HR onboarding solution. **What do you dislike about SolarWinds Service Desk?** Not much to dislike about the product. It serves its purpose, and live help is always a click away. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Samanage is mostly used as our help desk management solution. Tickets are started by email or web interface. The ticket is automatically assigned in some circumstances which is our first step in keeping our tech's screen clear and also speeds up the ticket resolution process. We have set up HR as admins as well. They create tickets for new hires which flow to the various departments when a different set of tasks has to be completed. It is a very neat solution, and it holds everyone accountable. ### 43. Surprisingly easy-to-use! **Rating:** 4.0/5.0 stars **Reviewed by:** John G. | IT System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2019 **What do you like best about SolarWinds Service Desk?** I like the ease of creating new views, categorizing the tickets without opening them, and assigning from the main Incidents page. **What do you dislike about SolarWinds Service Desk?** The reporting is quite rigid and the pre-canned reports aren't always what I want to see. **Recommendations to others considering SolarWinds Service Desk:** Good value to be had with SolarWinds Service Desk. The ticketing is very easy to use and intuitive. If reporting is high on your list of must-haves, this app is a little lacking but otherwise is a solid product. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are solving inventory management, SLA oversight and multi-departmental use. ### 44. Samanage has helped turn our inventory management into a breeze **Rating:** 4.0/5.0 stars **Reviewed by:** Mitch K. | Senior Regional IT Service Technician, Enterprise (> 1000 emp.) **Reviewed Date:** April 02, 2019 **What do you like best about SolarWinds Service Desk?** Inventory management and REST API are my current favorite features. Being able to interface with Samanage using custom tools when needed is refreshing. The amount of data pulled in by the inventory management tools in Samanage is extremely helpful in day to day troubleshooting. **What do you dislike about SolarWinds Service Desk?** I would like to be see the API continue to improve. There are a few small things I would like to be able to see as features... For example it's possible to attach a file to an incident with the API, but not download an attached file using the API. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We're using Samanage for our Incident generation, inventory tracking and management, and change management. In the future, we hope to bring in many other teams in the company. ### 45. SolarWinds is awesome! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** September 10, 2019 **What do you like best about SolarWinds Service Desk?** It is a very clean, easy-to-navigate tool. Recommend to everyone. **What do you dislike about SolarWinds Service Desk?** Nothing at this time, all the facets are great and I enjoy using it. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Documentation of incidents, much easier to remember things when they are written! ### 46. The best way to get IT done **Rating:** 4.5/5.0 stars **Reviewed by:** Timothy E. | IT Service Desk Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** September 10, 2019 **What do you like best about SolarWinds Service Desk?** The ease of access for the end-user to send an email and ask for help. Solar winds have always helped us with any questions that we have and answer all questions quickly and in a timely manner. **What do you dislike about SolarWinds Service Desk?** sometimes it is difficult to construct new help desk processes when we do have an issue they are quick to respond and get the issue resolved. **Recommendations to others considering SolarWinds Service Desk:** If you have any questions their service desk is top-notch **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Help desk and Human Resources ### 47. SA Manage implementation/review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2019 **What do you like best about SolarWinds Service Desk?** Love the ease of use and configuration of the application. SAManage (SolarWinds) has allowed Streetlane to manage service requests in a more easy and structured way to provide our internal clients quicker service **What do you dislike about SolarWinds Service Desk?** SLAs not very intuitive to implement. We are still not fully utilizing all the options available withing Solar Winds Service Desk **What problems is SolarWinds Service Desk solving and how is that benefiting you?** we are now able to get reports from support service requests received by departments and we can identify gaps either in service or in training ### 48. Extremely straight-forward ticketing system **Rating:** 4.5/5.0 stars **Reviewed by:** Sean A. | Network Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2019 **What do you like best about SolarWinds Service Desk?** The ability to customize Samanage to your usage is amazing. The ability to create custom states, custom email templates, and SLAs is extremely useful. The overall platform and UX is very easy to use for IT and end users. There is continual improvement and enhancements made to the platform on a monthly, yearly basis. **What do you dislike about SolarWinds Service Desk?** Sometimes it can be hard to pull up a past ticket, if you don't have certain information. Over the years, there has been improvements, so I bet it will continue to get better. There are a few automated features that aren't available, but I'm sure they will have them eventually. **Recommendations to others considering SolarWinds Service Desk:** Knowing how you want your end user experience to be is necessary to accurately find a ticketing system to fill that need. Samanage is flexible enough that it can bridge the gap for a majority of organizations. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We use Samange for internal help desk ticketing. It fills the need perfectly, other ticketing systems we reviewed were either too complicated or too simple. ### 49. Great core value with continual improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Machinery | Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2019 **What do you like best about SolarWinds Service Desk?** SaaS, having the Service Desk as software as a service has freed up our department to focus on production related projects. **What do you dislike about SolarWinds Service Desk?** Saas, having the Service Desk as software as a service has sometimes required patience as roll-outs lacked basic functions such as Filter and sort. **Recommendations to others considering SolarWinds Service Desk:** Great core functions with a push to continual enhancements **What problems is SolarWinds Service Desk solving and how is that benefiting you?** The software has freed up our department to focus on priority functions allowing us to complete more projects in a timely fashion. ### 50. Samanage made our lives easier! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2019 **What do you like best about SolarWinds Service Desk?** Combining our Knowledge Base, Ticketing and Asset Management into one please literally saves us hours per week. On top of Samanage saving us a pile of time, their support team has been fantastic when helping us with any issues we have run into. Not only have we been able to discard 3+ other services and consolidate into Samanage but we have also discovered other uses for Samanage that we were not even aware of. **What do you dislike about SolarWinds Service Desk?** There is a bit of a learning curve to Samanage but in our experience once you understand how everything is setup within the environment it all begins to make sense. Their support team has been fantastic for us as well whenever we run into issues. **Recommendations to others considering SolarWinds Service Desk:** Its a great solution, make sure you understand all of the services included within Samanage before rolling it out though so you dont have to re-do portions of it later. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We had been fighting with using multiple platforms to handle all of our different tasks for a very long time before discovering Samanage. After getting a demo of Samanage we realized just how much easier it would make our lives. We have been able to consolidate multiple other solutions into Samanage which has saved time and money. ## 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=5&source=search§ion=pricing&secure%5Bexpires_at%5D=2026-08-12+11%3A01%3A34+-0500&secure%5Bsession_id%5D=765bd1e3-eaeb-44b4-9616-eaa642563078&secure%5Btoken%5D=cdaebda49a7a93a9b145f3feef530ab70d1e3ef366944413b6028d51fe187962&format=llm_user) ## SolarWinds Service Desk Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [API](https://www.g2.com/products/api/reviews) - [Automox](https://www.g2.com/products/automox/reviews) - [Dropbox](https://www.g2.com/products/dropbox/reviews) - [Google Analytics 360](https://www.g2.com/products/google-analytics-360/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [Harvest](https://www.g2.com/products/harvest/reviews) - [Jamf](https://www.g2.com/products/jamf/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [LogMeIn Central](https://www.g2.com/products/logmein-central/reviews) - [LogMeIn Rescue](https://www.g2.com/products/logmein-rescue/reviews) - [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Azure Services](https://www.g2.com/products/microsoft-azure-services/reviews) - [Microsoft Entra External ID](https://www.g2.com/products/microsoft-entra-external-id/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [OneLogin](https://www.g2.com/products/onelogin/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [SolarWinds 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 (1,302 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,825 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews)