--- 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: '2026-08-05' 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. A fantastic Service Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Will W. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** I love the clean interface and how easy it was to setup. The integration with Centrify is a big plus. **What do you dislike about SolarWinds Service Desk?** While the workflows are easy to set up they can be a little too basic at times. **Recommendations to others considering SolarWinds Service Desk:** If you want a simple, easy to use, cloud hosted solution this is a great option. They also offer integration with Centrify which was a big plus for us since we use it in our day to day operations. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We needed a more affordable, streamlined, and simpler service desk. Samanage was the only solution that covered all of these. ### 2. Easy to Use and Manage **Rating:** 5.0/5.0 stars **Reviewed by:** Grant W. | IT Support, Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2018 **What do you like best about SolarWinds Service Desk?** I love having the ability to quickly look at my inventory and send and receive tickets. **What do you dislike about SolarWinds Service Desk?** To view current tickets the page needs to be refreshed. This can cause long response times if you forget to refresh. **Recommendations to others considering SolarWinds Service Desk:** Look at the amount of request you receive in a given day. Weigh out how Samanage can help you improve response times and keeping track of current task. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are able to get a count of how many tickets we receive/solve and show how many devices we have. ### 3. Full Featured & Lightweight **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** I enjoy that it has a clean UI, it's not cluttered with tons of options but it has what I need to make decisions. **What do you dislike about SolarWinds Service Desk?** I wish it were easier to make custom reports. I tend to export to a .CSV and then use Excel to analyze data. **Recommendations to others considering SolarWinds Service Desk:** I enjoy that it's light-weight. I previously used ServiceNow and didn't find it very easy to maintain or customize. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It's a "one stop shop" for multiple departments, thereby eliminating the "which place do I go for help?" scenario. ### 4. Very user friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Melvin C. | Helpdesk, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2019 **What do you like best about SolarWinds Service Desk?** The variety of filters that can be created. **What do you dislike about SolarWinds Service Desk?** I'm really new to the product and still accessing it at this time **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Knowledge based articles and incidents. ### 5. Perfect Service Desk for our needs **Rating:** 4.5/5.0 stars **Reviewed by:** Mary J. | IT Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** The overall set up of the service desk is awesome.. Very easy to implement and use right out of the box. But customizing it is easy as well. **What do you dislike about SolarWinds Service Desk?** There's not a whole lot that I dislike about it.. The only issues I had was with the asset management being a little hard to understand. But with the Samanage support we were able to figure it out. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Tracking service requests for many different areas of IT. Also have some facility items in the service desk as well. And testing new employee onboarding at this time. ### 6. Simple to Use, but Simple in Functionality **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Environmental Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** The ability to preview tickets/incidents and their details/comments without having to open the ticket. **What do you dislike about SolarWinds Service Desk?** Lack of integration/automation with custom forms and fields. **Recommendations to others considering SolarWinds Service Desk:** Suggest to only use this tool for companies with <500 employees/users as for larger situations where you may need to report detailed inventory, incident management, and/or KPI reports, this tool can be cumbersome or doesn't provide the depth of detail without manual collection. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Incident management is the primary use. This benefited us because we did have a tool prior to this. ### 7. Samanage Service Desk is evolving **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** One of the things I like about Samanage is that you are able to create problems so you can see problem areas but attaching incidents. Solutions is also helpful and being able to attached these to incidents makes for not only a robust knowledgebase, but also quick answers for customers. **What do you dislike about SolarWinds Service Desk?** The few things we have disliked about Samanage - not able to edit an assigned person outside of clicking edit was quickly fixed. Samanage appears to be a platform that evolves for its customers. **Recommendations to others considering SolarWinds Service Desk:** Sometimes I find a lag when trying to attach solutions - certain browser seem to be a problem. A bit convoluted sometimes. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Account issue - log in problem. Printer, software, hardware issues. Digital signage issues. Requests made for Data and analysis. Networking and telecom requests. ### 8. Great Help desk Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2019 **What do you like best about SolarWinds Service Desk?** Easy to manage and view incidents, the self service portal is excellent for users to submit requests were additional information is required Scheduling of incidents is another great feature for recurring tasks **What do you dislike about SolarWinds Service Desk?** Inability to send comments to additional recipients as Cc or BCc **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Samanage provides our company with a cloud hosted ITSM tool to more efficiently support our business. ### 9. Solid To Use, Lacking Customization **Rating:** 4.0/5.0 stars **Reviewed by:** Dax P. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** The Samanage Agent and Asset tracking has been crucial to getting a better understanding of our organization, our employees and how our equipment is used. **What do you dislike about SolarWinds Service Desk?** Samanage does have some limitations on customization, which has introduced some frustrations from both users and customers alike. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We've had difficulty with Samanage in that Samanage does not have the ability to integrate a portal that is externally facing. Our business deals with many external clients, and having the ability for clients to submit a ticket directly would save valuable time and resources. Samanage has a fantastic ITIL process, and has helped us integrate using this process in our organization. Their support has been crucial to large scale changes within our organization and streamlining our support processes for both internal and external customers. ### 10. Samanage is the go to IT Support tool for success! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** The best part of Samanage is the ease of use, setup, low cost, and the functionality it potentially has to improve your every day business. **What do you dislike about SolarWinds Service Desk?** The only complaint we currently have about Samange is sometimes the phone app can act up, (every phone app does) so it is not a huge complain, but it is probably the only thing we have ever had an issue with. **Recommendations to others considering SolarWinds Service Desk:** Go with Samanage! It will increase productivity immensely. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** IT Help Desk Tickets ### 11. Great Solution for All In One Helpdesk and Asset Management Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** They've come a long way. We've used Samanage for approximately 6 years from back when they did the basics to now, where they are basically an all in one solution for internal helpdesk teams. **What do you dislike about SolarWinds Service Desk?** Really nothing at this point. If I had to nitpick, their approval workflows still aren't the best. They don't have the ability to make decisions conditionally based off of stored information such as manager, department, etc. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Helpdesk ticket management and asset management. ### 12. Great software! **Rating:** 5.0/5.0 stars **Reviewed by:** Alejandra C. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2018 **What do you like best about SolarWinds Service Desk?** I like the user interphase, the website is easy to navigate and all of the information we can add for the multiple sections is helpful. **What do you dislike about SolarWinds Service Desk?** I haven’t found anything that I dislike about samanage! **What problems is SolarWinds Service Desk solving and how is that benefiting you?** we Are able to keep inventory of all organizational assets including vendors and contracts. ### 13. So far, so good. Does everything on our "needs" and "wants" list. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** Automation, AI learning, ability for user for self help, workflows and custom forms **What do you dislike about SolarWinds Service Desk?** Need to be able to separate categories for Incidents and Service Requests. More flexibility in asset management if you are not using their agent/client **Recommendations to others considering SolarWinds Service Desk:** Use the Demo and verify that it satisfies all your needs. It is very flexible. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** This will increase the efficiency of not only our IT dept, but also a host of other departments as soon as it is fully implemented. ### 14. Easy to use and quick to setup. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2018 **What do you like best about SolarWinds Service Desk?** Easy to navigate UI, SaaS based and always up to date, no on-prem management. Support is easy to work with and quick to respond. **What do you dislike about SolarWinds Service Desk?** Some features are a little on the slow side when it comes to implementation but it feels like they are improving. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Our main goal was a more accessible service portal for users to come and search for KBs or enter new requests. This has been working great. ### 15. Great platform for asset management and trouble ticket **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2019 **What do you like best about SolarWinds Service Desk?** This is a great ITSM. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interacting with your tickets. **What do you dislike about SolarWinds Service Desk?** I dont have any particular weakness in order. As I have used it throughout the years I have become appreciative of how the interface is designed. Its clutter free and lets me do my work **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Help Desk & Asset Management ### 16. Good solution with **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2018 **What do you like best about SolarWinds Service Desk?** Forms, workflows and AI. Appealing and easy to use interface. **What do you dislike about SolarWinds Service Desk?** Price is a little high but the company worked with us on a discount. **Recommendations to others considering SolarWinds Service Desk:** We were looking at a replacement for an older helpdesk solution that was not staying up with the times. We went with Samanage after reviewing other solutions. The implementation went very smooth with dedicated project managers that were on point. The implementation was also well accepted by staff. It has many great features like forms and AI that make the solution so much more robust than what we had. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Better workflows and better customer service. ### 17. Easy to organize and manage all tickets **Rating:** 5.0/5.0 stars **Reviewed by:** David A. | Software Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** December 10, 2018 **What do you like best about SolarWinds Service Desk?** The ease of use and friendly interface to organize all of our customer tickets and internal processes **What do you dislike about SolarWinds Service Desk?** Lack of third party services to integrate with, less developer friendly **Recommendations to others considering SolarWinds Service Desk:** If you are looking for a system to give you the capability of managing internal processes and external customer requests with ease, samanage is the right tool for you **What problems is SolarWinds Service Desk solving and how is that benefiting you?** With Samanage we are able to organize internal processes, and recieve requests from customers regarding issues ### 18. Well Organized and Reliable **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** Samanage the perfect tool to implement for any Service Desk due to its organized UI and streamlined approach to delivering information. Also single sign on integration is a plus! **What do you dislike about SolarWinds Service Desk?** There is very little to dislike about the product **What problems is SolarWinds Service Desk solving and how is that benefiting you?** I am able to organize my IT assets effectively while remaining proactive to the issues of each of my branch offices by being able to organize and report on different types of issues for each location. ### 19. Samanage is simply and easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** William B. | IT End User Support, Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2018 **What do you like best about SolarWinds Service Desk?** Easy to use and maneuver, end user friendly. Was easy to implement. **What do you dislike about SolarWinds Service Desk?** Changes its look a lot, have issues with wave files. **Recommendations to others considering SolarWinds Service Desk:** Easy of use **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We use it for help desk tickets, asset tracking, projects ### 20. Incredibly easy to use and friendly UI. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2019 **What do you like best about SolarWinds Service Desk?** I loved the deploying agent that allowed me to simultaneously scan all my assets in house. The UI is extremely clean as well. **What do you dislike about SolarWinds Service Desk?** Nothing so far. The product has been great. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Asset inventory and update management. ### 21. Complete package for Service Desk and Asset Management **Rating:** 5.0/5.0 stars **Reviewed by:** Carl Dean C. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2018 **What do you like best about SolarWinds Service Desk?** What I like best about Samanage Service Desk is the ability to create a catalog of services that a user can request and the ability to create new problems and a step-by-step solution on how to resolve new issues. Also, the integration with G Suite Admin Console allows us to manage almost every platform in our organization in one place. **What do you dislike about SolarWinds Service Desk?** Since we had Samanage globally rolled out in our organization, I never had a thing yet that I did not like about it. I absolutely like all the features that makes service desk support really easy. **Recommendations to others considering SolarWinds Service Desk:** If you are looking for a Service Desk system, Samanage is your go-to. Samanage offers more than just service desk solution, it offers a handful of features that help you manage assets, provides service desk support and measures how well you are in meeting the level of service you are providing your organization. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We initially used Samanage for Service Desk support such as creating a catalog of services, creating a knowledge base for troubleshooting and most importantly, to measure our Service Level Agreement performance in providing support. Samanage can do more than that. The Asset Management feature allows us to tag and track all issues reported per machine and/or device that we ever deployed. Which allows us to create critical decisions when it comes to extending support. ### 22. Samanage Ease of Use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** December 10, 2018 **What do you like best about SolarWinds Service Desk?** I liked the ease of use and the quick integration and the fact that the console is cloud based. Highly customizable menus and service desk bulit in. We are benefiting from all tools being housed under one tool **What do you dislike about SolarWinds Service Desk?** nothing i found at the moment. We are still implementing the software. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** we are solving a huge inventory and asset management problem. Before we were using excel spreadsheets ### 23. Strong UI for improved customer communication **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Semiconductors | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** Samanage Service Desk is a significant improvement over our previous ITSM, particularly in UI design for both IT technicians and customers. Customer communication was our main motivator to switch systems and we are very pleased with the decision. Customer use of the portal increased noticeably from day one. **What do you dislike about SolarWinds Service Desk?** There are a few shortcomings, mostly in reporting and asset management, and we’ve encountered a few bugs. But unlike the competition, reported bugs have been fixed VERY quickly. Client agent has been solid. We also had a challenge initially provisioning users related to Azure AD integration. **Recommendations to others considering SolarWinds Service Desk:** A solid ITSM for SMB. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Streamlined customer communication; simplified IT technician processes. ### 24. Samanage has been a great tool, not only for IT, but the whole company. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** Samanage has been a great tool that has brought all Departments of my company together to put in tickets on Issues, Requests, etc. There is a great area where you can create custom templates for different Categories (or departments) that allow people with in the company to put in requests. **What do you dislike about SolarWinds Service Desk?** There are a few pre-populated fields that I would like to be able to change. **Recommendations to others considering SolarWinds Service Desk:** Learn the tool, it will end up helping you. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are solving Customer facing issues. We are also solving anything IT related, but on top of that all departments in the Company can put in issues and requests, or use pre built templates. This has really streamlined things. ### 25. Very customizable ticketing system **Rating:** 3.0/5.0 stars **Reviewed by:** Chris M. | IT Technician II, Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** The degree in which you can customize ticket submissions and queues **What do you dislike about SolarWinds Service Desk?** There have been several performance issues. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Its a far better ticketing system than our previous system ### 26. Great Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** The product is very easy to learn, teaching others how to use the service has been very easy as well. **What do you dislike about SolarWinds Service Desk?** Have not found anything I dislike about this product **Recommendations to others considering SolarWinds Service Desk:** Give it a shot and you will not be dissapointed **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Ticketing system for our IT department. A couple benefits would be the communication with end users and organization of issues that come through our system. ### 27. Smooth implementation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** Ability to add tasks to an incident to split up an incident to multiple agents. Ability to automate workflows. Ability to add approver process to workflows. **What do you dislike about SolarWinds Service Desk?** No ability to disable autoresponders to specific addresses/domains. No ability to disable notifications based on user. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Ability to improve workflows, increase efficiencies and improve time to complete incidents. Improve workflows between departments: HR & iT teams. ### 28. Easy implementation and management! **Rating:** 5.0/5.0 stars **Reviewed by:** Anne G. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** I'm not sure how I got by without SAManage before. The implementation and management is magically simple. I'm able to view inventory status down to the most minute detail, in addition to tracking licensing. Any needed support has been swift and knowledgeable. **What do you dislike about SolarWinds Service Desk?** I haven't run into any issues with this product. **Recommendations to others considering SolarWinds Service Desk:** I recommend this product for streamlining the process of inventory and licensing management and control. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Inventory management, license tracking, and more. ### 29. Simple interface, reliable, lightweight, powerful. **Rating:** 5.0/5.0 stars **Reviewed by:** Neil M. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** I like how simple and easy it is to find what I need. There's a search bar at the top, and sorting through our inventory is easy. **What do you dislike about SolarWinds Service Desk?** It would be cool if the android app was more functional and reliable. Just something as simple as viewing and indexing inventory would be great. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We use Samanage for basic inventory and incident reporting. I've realized how easy and light the watchdog service is. ### 30. Samanage is a great fit for a small IT department **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** The dashboard and simplified administration of workflows. **What do you dislike about SolarWinds Service Desk?** Service requests need to be more independent of incidents. **Recommendations to others considering SolarWinds Service Desk:** Be sure you fully understand the lack of separation between incidents and service requests. Also, IT services and other departmental services (ex. Facilities and HR) are muddled together. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Contract and vendor management. Improved efficiencies with internal business processes. Measure customer satisfaction. ### 31. Satisfied **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Utilities | Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2019 **What do you like best about SolarWinds Service Desk?** We are satisfied with the incident management features of the Samanage Platform. **What do you dislike about SolarWinds Service Desk?** We feel that some of the customization options within service requests could be improved. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Primary objective was to improve our incident management process. ### 32. Intuitive interface and excellent support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Nanotechnology | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** Samanage Servicedesk is a delight to use compared to our previous solution. Our employees refused to use the old antiquated system, so managing the helpdesk was a nightmare. Samanage has changed that and feedback from employees is very positive. **What do you dislike about SolarWinds Service Desk?** They do not have a good solution for integration with Active Directory and a third party authentication and sync system has to be implemented alongside. **Recommendations to others considering SolarWinds Service Desk:** For our Small/medium sized business this is an ideal solution. It may be a bit less manageable for larger sized companies. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We have been able to implement a helpdesk and asset tracking package that actually works and is used. ### 33. Comfortable format and service oriented interface **Rating:** 5.0/5.0 stars **Reviewed by:** Francis O. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** The easily managed interface allows my time to be utilized more effectively within the scope of my career. **What do you dislike about SolarWinds Service Desk?** Not integrating this software sooner. We could have garnered the success of this implementation sooner, but we were apprehensive with regard to the switch. **Recommendations to others considering SolarWinds Service Desk:** It has allowed me more time to work on the incidents more effectively. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Time open for an incident has been pulled within scope. ### 34. Great product. Great support before, during and after implementation **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2018 **What do you like best about SolarWinds Service Desk?** Easy to use, Customer friendly, Easy to manage. Portal for users is great. **What do you dislike about SolarWinds Service Desk?** Reporting not that great. Templates are not available for incidents. **Recommendations to others considering SolarWinds Service Desk:** Great program, Easy to implement. Reporting is basic, need to export data if you want to get more complex reports. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Better ticketing system, Better management of devices. ### 35. Help Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Lee L. | IT Technical Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2018 **What do you like best about SolarWinds Service Desk?** This is a great solution for help desk. We use this help desk solution. **What do you dislike about SolarWinds Service Desk?** Cannot think of any dislikes. Have been using it for over 1 year. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We use if for our IT, building and engineering help desk. ### 36. Best Help-desk solution by far! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** Easily implemented and used. If you looking for a well rounded help-desk solution this is it! Samanage Support staff is FANTASTIC.! Easy to use and implement! **What do you dislike about SolarWinds Service Desk?** There is nothing about this product that i do not like, This is a great solution for us! **Recommendations to others considering SolarWinds Service Desk:** tRY IT yOURSELF! **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Better help-desk solution, better reporting! ### 37. Great automations adn workflows **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Media Production | Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2018 **What do you like best about SolarWinds Service Desk?** The ability to create workflows and processes for different types of incidents and requests. **What do you dislike about SolarWinds Service Desk?** the reporting is limited. I am able to export my data to use in power BI to create reports **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Our support desk and development team are using Samanage to track incidents and change management ### 38. Great support and easy to implement! **Rating:** 5.0/5.0 stars **Reviewed by:** Julian J. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** I really like the service catalog. I created an ACL request catalog item so I can streamline ACL requests. This saves me lots of back and forth. **What do you dislike about SolarWinds Service Desk?** The text box in tickets could use improvement. Though they do regularly update the UI for the better. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Helps diminish shadow IT, it's provided a place for our customers to go to get help! ### 39. Easy to use with a good API **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** What I like best about this product is their easy to use API. We use it add users and departments automatically. **What do you dislike about SolarWinds Service Desk?** Nothing too big at the moment. If I were to say something it would be filtering your assigned tickets. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Good communication between users and support staff. ### 40. We have had a great experience with Samanage within our organazation **Rating:** 5.0/5.0 stars **Reviewed by:** Patrick C. | Senior Network Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** Functionality, features, customization and support. **What do you dislike about SolarWinds Service Desk?** Nothing at the moment that sticks out. We are very pleased with Samanage. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are solving our incident tracking issues and IT inventory management. We have seen increased end user satisfaction with incidents being resolved in a more timely manner. Better reporting on the types of incidents and problems we see most. ### 41. Great product for incident response, management, and analysis **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** the customization ability. I am able to customize what i want to see in the dashboard and the incident page. **What do you dislike about SolarWinds Service Desk?** the email setting. getting some of the emails to my office 365 server was a little difficult. Emails were sent to quarantine. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** 3rd party product evaluations ### 42. Great Service Desk Management Service **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** The interface is very user friendly and easy to navigate. **What do you dislike about SolarWinds Service Desk?** Filtering can be cumbersome and may not be as straight forward. **Recommendations to others considering SolarWinds Service Desk:** Be sure this meets your requirements. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Incident, problem and change management. Samanage is great to keep track and pull reports for various issues. ### 43. A very important part of our IT operations. **Rating:** 5.0/5.0 stars **Reviewed by:** Josh P. | IT Applications Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** I like the clean interface and the quick response of the support agents via chat. **What do you dislike about SolarWinds Service Desk?** The mobile app needs a lot of improvement. We also need the ability to generate change tickets directly from incident tickets. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are trying to solve: managing calls for IT requests, documenting solutions, creating user forms for automated requests. ### 44. Useful Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Sophia C. | Service Delivery Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** August 30, 2018 **What do you like best about SolarWinds Service Desk?** I really like how easy it is to communicate with clients in the comment feature on tickets. **What do you dislike about SolarWinds Service Desk?** I do not like the reporting feature as I believe it lacks some key features that could make it more useful. **Recommendations to others considering SolarWinds Service Desk:** N/A **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are able to resolve incidents on a much faster basis and communicate much easier. ### 45. small school district loves this app **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2018 **What do you like best about SolarWinds Service Desk?** The ease in which this app connects/flows between the trouble ticket system and the inventory database **What do you dislike about SolarWinds Service Desk?** I haven't found anything yet that I dislike, **Recommendations to others considering SolarWinds Service Desk:** Itsa great for trouble ticket management and inventory management **What problems is SolarWinds Service Desk solving and how is that benefiting you?** daily trouble tickets, and inventory management are the biggest ### 46. We use Samanage for Service desk and Inventory of hardware **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2018 **What do you like best about SolarWinds Service Desk?** I like that in the service desk we can assign tickets to groups of people. I also like that we can pull reports based on categories and subcategories of the tickets submitted. **What do you dislike about SolarWinds Service Desk?** I dislike that in the views i cannot edit certain fields. It would be nice to easily edit the users subject and requester. Sometimes our requested ticket comes from a sharepoint form. This appears in samanage as if the ticket were from sharepoint and not the user. Which brings me to my next dislike. It would be nice to have JS snippet of the help desk samanage form to embed into sharepoint. **Recommendations to others considering SolarWinds Service Desk:** they are heading in the right direction. The interface is easy to use. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** ticket resolution ### 47. Samanage helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** December 10, 2018 **What do you like best about SolarWinds Service Desk?** Samanage has been great for monitoring our helpdesk, its helped with reporting and for us to monitor each users issues. **What do you dislike about SolarWinds Service Desk?** its a little hard with updating users with active directory **What problems is SolarWinds Service Desk solving and how is that benefiting you?** reporting user incidents and tracking company assets ### 48. Easy for all users, very organzied **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Textiles | Mid-Market (51-1000 emp.) **Reviewed Date:** December 10, 2018 **What do you like best about SolarWinds Service Desk?** How organized it made the IT dept. We can easily track issues and assets. **What do you dislike about SolarWinds Service Desk?** Nothing, anything you don't like you can change. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Easily track IT issues and complete them in a timely manner. ### 49. Powerful and flexible, great for K-12 education **Rating:** 4.5/5.0 stars **Reviewed by:** Don R. | Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2018 **What do you like best about SolarWinds Service Desk?** It is customizable from the top to the bottom. Unlike the other market leaders in the K-12 space, Samanage can be completely customized. It is also user friendly, easy to learn from an admin standpoint, and features powerful reporting. **What do you dislike about SolarWinds Service Desk?** There isn't much that I dislike about Samanage. We are a year in and are very satisfied. **Recommendations to others considering SolarWinds Service Desk:** Worth it. I understand that SchoolDude has now realized that they have to catch up, but Samanage is what they are catching up to. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We were seeking to replace our school help desk system. We were using a legacy, K-12 specific solution that hadn't really invested in their platform in years. Samanage allowed us to customize all of the elements of our ticketing system and routing, and allows for easy ticket entry by our end users. ### 50. Easy to use, great price **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2018 **What do you like best about SolarWinds Service Desk?** The ease of use and ease to implement. The support they provide is great also. **What do you dislike about SolarWinds Service Desk?** Some features are missing, features we had in our old product. For example, the ability for team members (not just Admins) to be able to post Alerts aka Bulletins. **Recommendations to others considering SolarWinds Service Desk:** If you are looking for an easy to use and implement solution, with a good price, this is the Solution to use **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Tech support incident handling. ## 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=8&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-08-05+19%3A04%3A01+-0500&secure%5Bsession_id%5D=04b41246-134a-4c1b-978b-4d153811286e&secure%5Btoken%5D=14e19ec45b3c16f14ff34a1fd3d51b56771eeb9daccf3a400fe8f4d88a6462d2&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 **Asset Inventory** - Hardware Asset Inventory - Software Asset Inventory - Cloud Asset Inventory - Mobile Asset Inventory - Asset Discovery **Functionality** - Software inventory and lifecycle management - License entitlement and usage management - Vendor management and compliance - Automated end user license provisioning - Approved app catalogue - Customized alerts **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow - 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 **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Third-Party Integrations **Agentic AI - Incident Management** - Third-Party Integrations - Multi-Language **** - 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 **** - 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 **** - 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 **** - 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 (1,299 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,820 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (964 reviews)