Mark T.
MT
Mark T.
Deskside technician
Small-Business (50 or fewer emp.)
"Just started with SolarWinds Service Desk and it has many features I'm going to enjoy."
4/5
What do you like best about SolarWinds Service Desk?

I like the fact that you can edit your responses in the a ticket and add attachments. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

Searching is difficult for me, if looking for a specific asset tag number, not knowing the ticket number. Review collected by and hosted on G2.com.

Verified User in Architecture & Planning
AA
Verified User in Architecture & Planning
Mid-Market (51-1000 emp.)
"Great Tool for Network Observability and Utility"
5/5
What do you like best about SolarWinds Service Desk?

Timely support and quick resolution and good support Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

The price point is high and delayed response Review collected by and hosted on G2.com.

Verified User in Financial Services
UF
Verified User in Financial Services
"SolarWinds Service Desk advantages"
4.5/5
What do you like best about SolarWinds Service Desk?

Easy to use interface, user-friendly ticketing system, asset management features and suitable for small-to-midsize businesses. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

Limited reporting options and need to be added more advanced custom option to filter the details. Review collected by and hosted on G2.com.

Verified User in Food & Beverages
AF
Verified User in Food & Beverages
Mid-Market (51-1000 emp.)
"Easy to use, yet powerful."
4.5/5
What do you like best about SolarWinds Service Desk?

Intuitive interface, many features, customer service has been very good, price point good. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

Would like more form design features when creating a service catalog item. Different solutions for submitting solutions via email. Review collected by and hosted on G2.com.

Jai J.
JJ
Jai J.
Competency Head - DWP - EMEA
"Intitutive and a simple product that works well - very dependable"
4/5
What do you like best about SolarWinds Service Desk?

easy to use, open API's, feature rich ITSM tool Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

not very clear with how the pricing works.. Review collected by and hosted on G2.com.

Verified User in Medical Practice
UM
Verified User in Medical Practice
"Solar winds meets the needs of our business"
4.5/5
What do you like best about SolarWinds Service Desk?

Single interface to address incidents, problems, change orders. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

When page load time is slow. This is the main complaint I have. Review collected by and hosted on G2.com.

Casey H.
CH
Casey H.
IT Manager
Mid-Market (51-1000 emp.)
"Good balance of price and features"
4.5/5
What do you like best about SolarWinds Service Desk?

We use SolarWinds Service Desk to support a company of about 350 employees, with the IT, finance, and production teams all using the platform. The interface is easy to use and customizable to a degree. We rely heavily on the automation tools, task lists, dashboards, change management features, employee portal, and service catalog. It’s also good to see that SolarWinds is continually adding new features and refining the product. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

Some of the automation options are limited—you can’t always access certain fields you’d like to use in automation rules. Built-in remote support would also be a useful addition. The email log doesn’t always show the full history, which can make tracking communications harder. We also find that the Slack integration could be more robust. It would also be helpful if you could select a response template and have the message come from a team or service account, rather than from the individual technician. We don’t use the mobile app often, but when we do, it feels pretty limited in functionality. Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care
UH
Verified User in Hospital & Health Care
"Great product"
4/5
What do you like best about SolarWinds Service Desk?

It’s flexible, collaborative and scalable Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

No serious issues to report for dislike of the product Review collected by and hosted on G2.com.

Kaleb G.
KG
Kaleb G.
System Administrator
Enterprise (> 1000 emp.)
"Lots of good but some Really Bad points"
1.5/5
What do you like best about SolarWinds Service Desk?

The platform is wonderful. It was easy to setup and start using. We use it every day all day. It has several features that are nice with being able to have separate organizations to separate departments was nice. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

The worst part is the support. We have a ticket currently that has been open for over a month with little progress. The support has been less than helpful to the point where we are considering other options as the part that is broken is one of our major systems. Review collected by and hosted on G2.com.

Response from Lauren Okruch of SolarWinds Service Desk
Edit edit

Hi Kaleb,

Thank you for sharing your feedback. I’m glad to hear that the platform, UI, and portal are working so well for your team, but I am very concerned to read about your recent experience with our support team.

We pride ourselves on high-quality support, so having a critical ticket open for over a month with little progress is not the standard we set for ourselves. I want to look into this personally and get it moving for you immediately if it's still open and applicable.

Could you please email me directly at pmmteam@solarwinds.com with your case number? I will escalate this to our support leadership today to understand where the bottleneck is and get you a resolution.

JK G.
JG
JK G.
Director of technology and digital initiatives
Mid-Market (51-1000 emp.)
"Solid solution for ticket handling"
3.5/5
What do you like best about SolarWinds Service Desk?

The ticketing system is highly effective for managing IT support across departments like curatorial, education, conservation, and facilities. Staff can easily submit tickets through an intuitive interface, while IT teams benefit from automated workflows, ticket prioritization, and SLA tracking. This ensures quick response times and consistent communication—critical in environments where downtime can impact public programming or exhibition schedules. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

It doesn't offer deep customization for cultural institution systems out-of-the-box, Review collected by and hosted on G2.com.

Response from Lauren Okruch of SolarWinds Service Desk
Edit edit

Hi JK,

Thank you for the detailed review! It is fascinating to see how SolarWinds Service Desk is being used across such diverse departments like conservation and curatorial—that is exactly the kind of cross-departmental utility we strive for.

Regarding your point on customization for cultural institutions: It's right to point out that we aim to be a versatile platform rather than a niche vertical solution out-of-the-box. However, we'd love to help you bridge that gap. Many of our customers use Custom Objects and our API to mirror the specific workflows of unique industries.

If there is a specific integration or cultural system workflow you're missing, please reach out to us or drop a suggestion in our THWACK community (and mention @Lauren.Okruch). We are always looking to expand our library of integration templates!