--- title: SolarWinds Service Desk Reviews meta_title: 'SolarWinds Service Desk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 785 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: 785 scale: '5' date_modified: '2026-07-10' 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:** 785 ## 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 find the **asset management capabilities** of SolarWinds Service Desk to be highly effective and customizable for their needs. (4 reviews) - Users appreciate the **ease of use** and efficiency of the SolarWinds Service Desk ticketing system for issue resolution. (4 reviews) - Users appreciate the **customer satisfaction** of SolarWinds Service Desk, noting its ease of use and effective support. (3 reviews) - Users appreciate the **custom fields** feature in SolarWinds Service Desk, enhancing workflow customization and user-friendliness. (3 reviews) - Users appreciate the **easy navigation and editing features** in incident management, enhancing ticket resolution and usability. (3 reviews) - Users value the **easy ticket submission process** and efficient management capabilities of SolarWinds Service Desk. (3 reviews) - Users value the **user-friendly interface** of SolarWinds Service Desk, making ITSM processes seamless and easy for everyone. (3 reviews) - Collaboration (2 reviews) - Customizability (2 reviews) - Easy Integrations (2 reviews) **What users dislike:** - Users highlight **insufficient information** in SolarWinds, leading to challenges in device management and data inconsistency. (3 reviews) - Users find SolarWinds Service Desk to be **quite expensive** compared to alternatives, questioning its cost-effectiveness. (2 reviews) - Users find that the **limited customization** options in SolarWinds Service Desk do not meet the diverse needs of large enterprises. (2 reviews) - Users find the **limited features** of SolarWinds Service Desk inadequate for the diverse needs of large enterprises. (2 reviews) - Users feel the **missing features** of SolarWinds Service Desk limit its effectiveness for large enterprises with diverse needs. (2 reviews) - Users find the **ticketing issues** with SolarWinds Service Desk frustrating, impacting efficiency and user satisfaction. (2 reviews) - Ticketing System Issues (2 reviews) - Users note **limitations in features and mobile access** for SolarWinds Service Desk, impacting overall efficiency and customization. (1 reviews) - Users find **searching for specific asset tags difficult** , leading to challenges in managing devices and analyzing data effectively. (1 reviews) - Users find the **complexity** of SolarWinds Service Desk can be overwhelming for basic helpdesk needs, increasing costs. (1 reviews) ## SolarWinds Service Desk Reviews ### 1. Best tool for support agents **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** January 04, 2023 **What do you like best about SolarWinds Service Desk?** Easy to track case progress, assign agents. **What do you dislike about SolarWinds Service Desk?** Price is costly compare to Zoho service desk. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Yes ### 2. I know what my team is doing now! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2021 **What do you like best about SolarWinds Service Desk?** These types of tools can be helpful in many ways, but off the shelf, SWSD manages to provide immediate feedback on how your staff is accomplishing their work. It provides insights into the workload and allows you to control the workload effectively. I can easily reassign requests, read what has transpired, and it's easily at your fingertips. I also do not have to maintain the backend systems any longer. We can focus on the work/customer service vs. being bogged down ensuring all systems are up-to-date. **What do you dislike about SolarWinds Service Desk?** If you don't have the staff to create custom reports to massage the data, you are stuck with the built-in reporting. I also wished there was a more effective way to loan out equipment similar to how Web Help Desk does. **Recommendations to others considering SolarWinds Service Desk:** If you have a small team or a team without a lot of IT skills, this is your tool! **What problems is SolarWinds Service Desk solving and how is that benefiting you?** As a manager over staff who were super busy, no one knew what that staff was doing. I now have direct insights into that data and can speak intelligently about what my team is doing. ### 3. Frustratingly simple **Rating:** 1.5/5.0 stars **Reviewed by:** Christian W. | Support Technician III, Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about SolarWinds Service Desk?** Personally, there's not a single part of SolarWinds Service Desk that I enjoy as a user and an administrator. Our operations department, on the other hand, also doesn't like it; however it fills their needs of easy assignment and task delegation to their technicians through email notifications. Their licenses for agents are priced very competitively. **What do you dislike about SolarWinds Service Desk?** I dislike the glaring lack of customizability. I dislike that the end user experience is overly complicated. I dislike that custom views for tickets hardly ever work. I dislike the fact that there are virtually zero integrations available. I especially dislike the fact that when I contact SolarWinds for support that they don't even use the product they're selling to provide the support. **Recommendations to others considering SolarWinds Service Desk:** Unless you are a small firm with a tight budget or don't need more than a barebones support experience for your users and agents, please save yourself the headache and look somewhere else. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Solar winds provides a way for users to reach out to us for assistance and for us to communicate with clients. The SLA notifications and reminder system is very helpful and has kept us on track during busy periods where it's easy for things to slip through the cracks. ### 4. Very Solid Product **Rating:** 4.5/5.0 stars **Reviewed by:** Pat T. | IT Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 02, 2022 **What do you like best about SolarWinds Service Desk?** Communication to all parties is excellent **What do you dislike about SolarWinds Service Desk?** We are unable to measure technician performance. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Managing our incoming service requests ### 5. Noc monitoring **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** January 04, 2023 **What do you like best about SolarWinds Service Desk?** Dashboards, integration, cloud, automation **What do you dislike about SolarWinds Service Desk?** Slowness, processed, memory, licensing , orientation **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Integration with devices ### 6. Solar Winds great product **Rating:** 4.5/5.0 stars **Reviewed by:** Benji K. | IT associate, Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2022 **What do you like best about SolarWinds Service Desk?** A lot of products and features that Solar winds offers **What do you dislike about SolarWinds Service Desk?** Might be hard to pickup all the features that Solar Winds has to offer **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Asset management we now have a way to track all of our desktops and laptops ### 7. SolarWinds Service Desk Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2022 **What do you like best about SolarWinds Service Desk?** Easy to configure, modern, user friendly. **What do you dislike about SolarWinds Service Desk?** Downtime when their cloud service is down. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** The ability to create guides in the knowledge base helps our users streamline their jobs. The asset manager is a great tool as well. ### 8. A versatile Help Desk tool **Rating:** 4.5/5.0 stars **Reviewed by:** Mike M. | Help Desk Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2022 **What do you like best about SolarWinds Service Desk?** Solar Winds provides a great platform to conduct your day-to-day helpdesk needs. It provides a great experience via their Web portal when sitting at your desk or through their cell phone application when on the go moving between spaces. **What do you dislike about SolarWinds Service Desk?** Some of the features are less intuitive or less exacting than I would like. They provide a solutions database comprised of various solutions and feedback peers have created over the years. This database needs to be improved to provide more ways to filter out unneeded items to find the answers you are searching for as most searching end up providing hundreds of answers, after a few years, with many being irrelevent, **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We solve day-to-day helpdesk support and problem troubleshooting across multiple teams. It provides a great way to share data/information between teams and keep a detailed record of our users' interactions. ### 9. Transparency is Key **Rating:** 4.5/5.0 stars **Reviewed by:** Laura S. | C, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about SolarWinds Service Desk?** Using the Solar Winds Service Desk has provided a level of transparency between IT and our clients that wasn't available before. This has increased satisfaction with our response time because end users see every step of the process from the time they submit a ticket until it is resolved. **What do you dislike about SolarWinds Service Desk?** Creating automated processes can be tedious if you don't pay close attention to every step. One misstep and the entire process fails. So sketch out your If This Then That schematic before taking it on. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We handle all day-to-day IT requests on the Service Desk. We also use the Service Catalog to request new equipment. And recently, we've expanded the use to our Business Department, who now processes all reimbursement requests through a ticket request as well. ### 10. Solarwinds ITSM **Rating:** 4.5/5.0 stars **Reviewed by:** Yuan J. | Director of IT - Infrastructure, Enterprise (> 1000 emp.) **Reviewed Date:** January 25, 2022 **What do you like best about SolarWinds Service Desk?** Easy to use, inexpensive, good implementation team **What do you dislike about SolarWinds Service Desk?** I haven't found anything I hate, but there is a small bug that causes onboarding ticket title cannot be changed. **Recommendations to others considering SolarWinds Service Desk:** This is a good product with lower cost. If you are thinking of changing your sevice desk software/platform, this is a good choice. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We use it for IT support ticketing system. It has all functions we want: creating incidents by users, creating change requests by IT staff, creating reports for IT helpdesk metrics. ### 11. Reliable ticket system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** August 02, 2022 **What do you like best about SolarWinds Service Desk?** The reliability of solar winds service desk. **What do you dislike about SolarWinds Service Desk?** I have not come across anything I dislike. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We use it for solving our ticketing system ### 12. SolarWinds Service Desk is a great tool for prioritizing task. **Rating:** 5.0/5.0 stars **Reviewed by:** Michael W. | Director of Applied Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** September 23, 2021 **What do you like best about SolarWinds Service Desk?** What is most helpful about SolarWinds Service Desk is the ability to set a status that the user can see in real-time. The upsides of using SolarWinds Service Desk are that it is cloud-based and has mobile applications for iOS and Android. **What do you dislike about SolarWinds Service Desk?** What is the least helpful about SolarWinds Service Desk is that it can be complicated for users to navigate. The downsides of using SolarWinds Service Desk are that the platform has so many options that it can be difficult to set up for your organization if you don't have a full understanding of all the settings and options. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** The business problems SolarWinds Service Desk is helping me solve is troubleshooting support prioritization. SolarWinds Service Desk has helped me focus on prioritizing major issues over minute issues and all of the incidents in between. ### 13. Practically Perfect in Every Way **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2020 **What do you like best about SolarWinds Service Desk?** It has a clean, easy to use, and intuitive interface. We have only scratched the surface of what it can do. **What do you dislike about SolarWinds Service Desk?** I haven't really found anything I dislike. Our previous solution was that bad. **Recommendations to others considering SolarWinds Service Desk:** It is worth the look. If you try it I think you will like it. My advice you are going to want to use it. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Faster resolving of issues. Better resolutions and tracking of issues. ### 14. SolarWinds Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Environmental Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 02, 2022 **What do you like best about SolarWinds Service Desk?** The automation and flexibility make it easier to customize the use of the Service Desk. **What do you dislike about SolarWinds Service Desk?** The documentation could be better. There have been several things that I've had to look many different places for info, or just test things till it works. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Streamlining onboarding and offboarding processes. ### 15. IT Manager **Rating:** 4.0/5.0 stars **Reviewed by:** Anthony C. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2020 **What do you like best about SolarWinds Service Desk?** Ease of deployment and use to our end users. Ease of use for agent/s. On-boarding was through and complete. Users like the styling and availability of the new Service Desk. **What do you dislike about SolarWinds Service Desk?** Doesn't show when another technician/service desk agent is viewing the same ticket. Deployment of the Solarwinds Discovery Agent does not have a .msi file making it difficult to roll out across a internal network. **Recommendations to others considering SolarWinds Service Desk:** Give it a try, it's easier than you might think and has everything you would need in a Service Desk product. It's also made getting all our users offsite and working from home during COVID much easier. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Much quicker resolution time, Users are responding to communication more with our new Service Desk. This service desk is more intuitive for our users and initial feed back has been very positive and well received. ### 16. SolarWinds Help Desk Essentials **Rating:** 4.5/5.0 stars **Reviewed by:** Sumit J. | Network Security Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** October 11, 2021 **What do you like best about SolarWinds Service Desk?** SolarWinds Help Desk Essentials good combination of help desk and remote support software helps us manage and resolve IT tickets faster. We can monitor our entire network quickly, and in case of any issue, we can rectify them quickly and fast. So our business will not be safer and work soomtly. we can resolve user and customer issues fast basis and provide a proper response to them. **What do you dislike about SolarWinds Service Desk?** Sometimes we can not get accurate information from Solarwind because network devices do not sync to Solarwind, so its affecting our Network, web server traffic, and application. **Recommendations to others considering SolarWinds Service Desk:** Its centralize, and automate help desk management tasks also provides flexibility to automate ticket assignment, routing, escalation, and SLA alerting. We can offer any solution quickly basis. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We can easily integrate with our network devices and data centers so we can monitor entire devices with one solution so our customer will not hamper and get any outage. ### 17. SAFEFCU Service Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2022 **What do you like best about SolarWinds Service Desk?** The UI is easy to use for end users and techs **What do you dislike about SolarWinds Service Desk?** I'm struggling with getting the reporting I need. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It has improved our workflow for supporting the end users. We can get to people faster than in the past. ### 18. Solarwinds review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 16, 2022 **What do you like best about SolarWinds Service Desk?** I like the help desk essential pack which can save time, money and importantly resource for automating and simplifying help desk and IT support tasks **What do you dislike about SolarWinds Service Desk?** The database and feedback which was updated over the years has to be improved like giving filters. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We easily integrate with network devices and data centers and montor devices easily. ### 19. A decent ITSM solution that is trying to improve **Rating:** 3.5/5.0 stars **Reviewed by:** Chris A. | IT Operations Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2020 **What do you like best about SolarWinds Service Desk?** SolarWinds is responsive to users, particularly through their Customer Advisory Board **What do you dislike about SolarWinds Service Desk?** The non-Incident modules (Changes, CMDB, Releases, Problems) need massive improvement **Recommendations to others considering SolarWinds Service Desk:** Ensure first that you are not prioritizing a fully developed ITSM module that includes details processes for Releases and Problems **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Strong reporting options, useful dashboards, and custom incident views are helping our IT team stay on top of our SLAs ### 20. Solarwinds service desk - easy to use ITSM solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about SolarWinds Service Desk?** It has vast variety of features like tools for incidents for employee service portal and more. The interface is also very clean and easy. **What do you dislike about SolarWinds Service Desk?** Only the export option has limited data exporting, if it is changed this software will be the best in the industry. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We tried lots of softwares for service desk but the security in solarwinds is very rigorous, which applies to various layers that go into developing web apps. ### 21. easy to setup alerting system **Rating:** 3.5/5.0 stars **Reviewed by:** Nathaniel S. | Service Dispatcher, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2022 **What do you like best about SolarWinds Service Desk?** The product is very easy to use i was able to set up various nodes and enable monitoring and alerting very quickly **What do you dislike about SolarWinds Service Desk?** There have been recent security breaches for this product **What problems is SolarWinds Service Desk solving and how is that benefiting you?** The product allowed for rapid respond to any critical network down situation with the alerting tools ### 22. Solid Help Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Alan H. | Software Developer II, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about SolarWinds Service Desk?** The automation part of the product is most valuable to me. **What do you dislike about SolarWinds Service Desk?** I was not too fond of the cascading menu system, but Solarwinds has fixed this in the latest update. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We use incident management to allow users to submit tickets. We use change control for managing change in our environment, we use procurement to manage contracts, and we also use inventory to manage our hardware. ### 23. single place for it service management **Rating:** 4.0/5.0 stars **Reviewed by:** sarath k. | Associate Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2022 **What do you like best about SolarWinds Service Desk?** secure cloud based platform flexible creation of self service forms workflow engine is great and they are in process of making it even better and also can integrate in SSO. **What do you dislike about SolarWinds Service Desk?** search function needs to be enchanced. when another technician is viewing the same ticket. it must be locked/inform other agents. custom report building is difficult to create. **Recommendations to others considering SolarWinds Service Desk:** yes I will definitely recommend **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Incident managent asset management email to ticket processing ### 24. Workflow **Rating:** 5.0/5.0 stars **Reviewed by:** Jordan H. | IT Director, Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2021 **What do you like best about SolarWinds Service Desk?** What I like the most is the ability to customize permissions for users, as well as the ability to implement process checkpoints where it can be programmed to ask a defined user if they approve via email. Also, I like the ease of creation of users. Is this something that can be synchronized with an active directory, or does it always need to be created manually? **What do you dislike about SolarWinds Service Desk?** Price per paid user. I find myself debating if the cost per user is worth it, but so far, it hasn't been a dealbreaker. Also, I wouldn't say I like the mobile application. There could be an excellent way to tie assets in the discovery to users within the system. Also, the discovery feature isn't as great as competitors who offer more granularity in their products, such as Lansweeper, which we have switched to based on price per asset. They can also reach out and check network devices based on SNMP baked into their $1 per asset price. **Recommendations to others considering SolarWinds Service Desk:** I recommend it if you can foot the bill. I would also recommend this if you are in an IT environment where you are getting requests in an inbox. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Smoothing workflow amongst other depts other than just IT has helped our Mailroom a lot by automating most of their workflow and creating a single point of contact for them to deal with. Our IT workflow has also increased. Do you have any tips on process that we could use that other IT firms use in their environment? Or even some templates that are commonly used that we could implement into our environment? ### 25. SolarWinds Help Desk Essentials **Rating:** 5.0/5.0 stars **Reviewed by:** Justin B. | Account Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 29, 2021 **What do you like best about SolarWinds Service Desk?** Great for companies that are seeking a help desk that offers numerous IT Management with different functions. It offers a very comprehensive service desk that has great response times that help businesses in many fashions. Not only is it very fast and efficient, it reports in a timely manner that you will be very happy with. It is very compatible as well as it operates with different applications like Google Apps, Onelogin, Salesforce.com, and over 140 applications and counting. As you can see, this is as good as it gets when choosing a help desk. **What do you dislike about SolarWinds Service Desk?** Not many dislikes on my end besides a few tweaks here and there. The majority of it is adapting to its users and growing pains through the system. Not much to worry about. The team has been very upfront about what they are implementing and changes are being released by the week. The updates are top-tier and I have never had an issue with any of them! **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are solving ticket management in the IT department. it was very scalable and easy to use as it was beneficial all around. ### 26. Great Tool to track tickets and inventory **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2021 **What do you like best about SolarWinds Service Desk?** The small footprint and ability to track software installations and hardware asssets helps me to keep accurate and reliable inventory for easy access from anywhere with internet access. **What do you dislike about SolarWinds Service Desk?** Some searches for specific things is a little convoluted and sometimes can be hard to find what you want. It is not as intuitive as I would like but still a great tool. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Solved the ability for accurrate asset tracking. The benefits of being web-based make it much easier to access from anywhere at any time. This makes reporting very simple and available when management needs it. ### 27. One of the best service desk platform **Rating:** 5.0/5.0 stars **Reviewed by:** Huseyin D. | System Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 07, 2021 **What do you like best about SolarWinds Service Desk?** SolarWinds Service Desk is a cloud-based working platform. It doesn't work on physical servers or computers. With that cloud solution no maintenance issues or costs. We are using it for a service desk solution. Our clients are opening requests and our team replies to them on SolarWinds Service Desk. **What do you dislike about SolarWinds Service Desk?** Admin console and reporting system not working stable all time. Those panels need maintenance. **Recommendations to others considering SolarWinds Service Desk:** If you need IT Service Management (ITSM) Tools, that's one of the best solutions. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are using this platform as a ticket system solution. Clients opening requests and our team reply and support them through the SolarWinds Service Desk platform. ### 28. Solarwinds Service Desk Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2022 **What do you like best about SolarWinds Service Desk?** Ease of use. The ability to customize reports. **What do you dislike about SolarWinds Service Desk?** It has limitations around non-digital asset management. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** ITSM and ticketing system for anything and everything. ### 29. SW HD Essential **Rating:** 2.5/5.0 stars **Reviewed by:** K C. | Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** January 23, 2022 **What do you like best about SolarWinds Service Desk?** The Ui is one of the finest I have yet seen. **What do you dislike about SolarWinds Service Desk?** Functionality is too limited in essential. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Setting up HD process which was required to be an isolated from our current process. ### 30. Great tool with friendly support **Rating:** 4.0/5.0 stars **Reviewed by:** Eric C. | Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2018 **What do you like best about SolarWinds Service Desk?** Service Desk (formerly Samanage) is easy to implement, is fast and has a nice, clean UI. We use it for incident management, change management and inventory. Users are able to easily submit tickets. Help desk agents are able to efficiently resolve incidents. The service catalog feature is nice. It ensures that the user submits required (and structured) details, and the help desk team can see pre-defined steps for resolution. When issues are resolved we have the option of creating a documented solution. Overall this is a nice system that was quickly adopted by every department in the company. **What do you dislike about SolarWinds Service Desk?** Have been patiently waiting for a few features that would really make our day to day run smoother. None of these are deal-breakers. Just a wish list we compiled over time but have not been added: - Browser-type notifications (vs 1,000 email notifications per day) - Built-in reporting could use some work. - When you resolve a ticket and mark it as closed and the user replies back "thank you", this re-opens the ticket and you have to close it again. - Sometimes users get ticket-happy and open support tickets for everything. So the help desk responds back and offers to help but now all of a sudden that user is too busy. So the ticket sits open and the agent has to keep manually following up. Would be nice if we could assign a timer to a ticket. If xx days go by while waiting on a response from the user, send an automated reminder email. If xx more days go by, send a second reminder. And after xx more days, auto-close the ticket. (Something like that) - At first, Service Desk was strictly used for helpdesk/incident support and for that it's great. Over the past year we started using it heavily for change management. It's pretty clear that this was a feature that was added later on and it's not as polished as we'd like it to be. Setting up change catalog items is a bit counterintuitive but thankfully this is not something you'll be doing all the time. I've seen some positive changes so it's clear they are actively working on Service Desk to make it a better product. **Recommendations to others considering SolarWinds Service Desk:** Definitely take advantage of the evaluation, and dedicate time to get it up and running. This is a complex and powerful app but easy to set up. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We mainly use Service Desk for internal help-desk ticketing / incident management and change management. A company our size (about 100 employees and 3 IT staff) needed a way to get a handle on support requests. We evaluated some other products but decided on Samanage because of its easy of use and functionality. Since implementing Samanage, our support team is a lot more efficient when it comes to tackling help-desk tickets, which means issues get resolved quicker and that means less down-time and lost productivity. For SOC2 compliance, we also use Service Desk for Change Management and it works well. ### 31. Great Product, needs to branch out more **Rating:** 4.0/5.0 stars **Reviewed by:** Jada M. | Systems Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2020 **What do you like best about SolarWinds Service Desk?** Service Desk has a service catalog that is so simple to setup, yet extremely effective. They also have one of the most responsive customer support teams I have been around. I have thrown a variety of questions at them and they have always answered me within minutes, regardless of the nature of question. They have been transparent and honest about their product and that has been super helpful in guiding my users to solutions **What do you dislike about SolarWinds Service Desk?** The reporting function in Service Desk needs a good deal of rework, to include more reports. Another thought to consider is a BI function built into Service Desk or to create your own reports in a BI tool like Crystal Reports or Power BI. I firmly believe that this is something that can definitely be achieved by SolarWinds. **Recommendations to others considering SolarWinds Service Desk:** Make sure you are aware of the reporting limitations. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** One of the problems we are solving with service desk is knowledge base lacking. Our IT team is spread across nine states, so Service Desk's Knowledge base has been so helpful with helping us get information to everyone in a clear and concise manner. ### 32. Easy, fast to use! **Rating:** 4.5/5.0 stars **Reviewed by:** Mike B. | Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2021 **What do you like best about SolarWinds Service Desk?** I like the simplicity for the end-user and the technician alike to fill out a ticket. There are so many cumbersome systems out there that require filling out way too many fields. Solarwinds doesn't make it that complicated. **What do you dislike about SolarWinds Service Desk?** The layout could be more compact - I like tight designs without extra spacing and padding to see things quickly and more efficiently. **Recommendations to others considering SolarWinds Service Desk:** It's one of the easiest helpdesk software platforms I've used, and I've used about a dozen of them. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Mainly using for helpdesk tickets, but it's been amazingly simpler and more streamlined than our previous solution, which makes it easier for me to want to use and track information. ### 33. Works well but could use a little tweaking to make a "10" **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about SolarWinds Service Desk?** When I receive a Ticket by Email, I can respond to the email and my email will update the ticket and therefore I don't have to login to Solarwinds to respond to the ticket. **What do you dislike about SolarWinds Service Desk?** I think that a Global Search could be added to not have to add so many ticket areas to search. Search "Error code 100" and it would return All Tickets with that Error Code. I don't want to have to select the Detail Area to Search. Act more like google search for All the Tickets. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Reporting of Items Closed has Really Helped. ### 34. Easy to configure, aligned with ITIL **Rating:** 4.5/5.0 stars **Reviewed by:** Greg L. | IT Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2021 **What do you like best about SolarWinds Service Desk?** Incident workflow config is very intuitive. Importing users from Azure environment, single sign on, easily configurable categories. **What do you dislike about SolarWinds Service Desk?** ONly 2 levels of categories (Category, sub-category) lack of custom report builder. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We implemented a centralised service desk for IT and Facilities departments. Also, we managed to create a guest access fro tenant organisation, which interacts with Facilities but does not interface with IT. ### 35. Cloud service desk **Rating:** 3.5/5.0 stars **Reviewed by:** Nel R. | System administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** October 08, 2021 **What do you like best about SolarWinds Service Desk?** Customization layer and options to integrate external API services, email access to share relevant information and applications in the cloud. **What do you dislike about SolarWinds Service Desk?** I have no control and stability problems, I like my system. **Recommendations to others considering SolarWinds Service Desk:** User manager and give direct support to user by automatic system. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Direct communication and assistance with users by tickets on the website and communication by system. Automatic information and user management. ### 36. Great package - has brought order to our IT department **Rating:** 4.5/5.0 stars **Reviewed by:** Bill R. | Director of Information Technology, Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2021 **What do you like best about SolarWinds Service Desk?** Very thorough inventory process, nice ticketing system, nice email integration **What do you dislike about SolarWinds Service Desk?** Customization could be improved. There are some fixed categories like Incidents/Changes/Releases/etc. that don't directly apply to us that I'd prefer to rename or create my own, but that option is not present. Also, we were sold a tight integration with Dameware that has not been very tight. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** It's basically given us a great ticketing system and ongoing service record for machines. It's much easier to keep track of problem machines and users and identify which facilities make the most use of our resources. ### 37. A Good Service Platform that has undergone some changes **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Machinery | Enterprise (> 1000 emp.) **Reviewed Date:** August 06, 2021 **What do you like best about SolarWinds Service Desk?** The Solarwinds Dashboard is a handy tool. It allows custom views and the ability to track specific items important to the user **What do you dislike about SolarWinds Service Desk?** The change management component needs to be a bit easier to manage. **Recommendations to others considering SolarWinds Service Desk:** Still yes, but it appears that it was a better managed product under Samanage before Solarwinds took over. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are using Solarwinds Service desk to manage reported incidents which can be converted to problems if an incident goes regional or global. We can also link incidents to Change Managment ### 38. SolarWinds Supporter **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2020 **What do you like best about SolarWinds Service Desk?** Ability to add comments, track tickets, and communicate with user directly in the app. **What do you dislike about SolarWinds Service Desk?** Options limited to what is configured, and as a supporter, I am unable to add any myself. **Recommendations to others considering SolarWinds Service Desk:** Make sure it is adequately and correctly patched **What problems is SolarWinds Service Desk solving and how is that benefiting you?** User help desk requests, common solution database ### 39. Easy to use, cost-effective, cloud-based service desk platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about SolarWinds Service Desk?** Ease of use, cost for enterprise, cloud-based **What do you dislike about SolarWinds Service Desk?** Doesn't have a large market share yet, though since purchasing Samanage, that has improved. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** ITIL-compatible service desk. Google authenticated, equipment inventory. ### 40. SolarWinds Service Desk Review **Rating:** 4.5/5.0 stars **Reviewed by:** Alex A. | Business Systems Analyst I, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2021 **What do you like best about SolarWinds Service Desk?** The smooth feel of the help desk module. The efficiency of the asset management module. **What do you dislike about SolarWinds Service Desk?** There were no dislikes. The features worked exactly as they should. **Recommendations to others considering SolarWinds Service Desk:** Great Product and easy to set up and use/manage. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Asset management was always a problem, but with SolarWinds Service Desk, asset management was simplified and unified in one spot. ### 41. Best in market for help desk solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 05, 2021 **What do you like best about SolarWinds Service Desk?** Map multiple device alert/alarm and get summary graphical report on email. **What do you dislike about SolarWinds Service Desk?** Not yet found anything to share.If found will share. **Recommendations to others considering SolarWinds Service Desk:** It is best product to easily manage all your alert from multiple devices and can monitor through one screen solutions. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Mapped all server and devices to monitor alert and trigger automatic service ticket to concern person ### 42. SolarWinds - Lots Of Features Sets of service desk in a minimal Cost **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about SolarWinds Service Desk?** Solarwinds help desk essential is the solid solution of business and has the flexibility to customize and the responsive service and constant improvements. The support team is highly responsive to every need. The array of services provided is excellent and ever-growing. **What do you dislike about SolarWinds Service Desk?** Currently, there is no drawback we observed **Recommendations to others considering SolarWinds Service Desk:** There are excellent products along with great features, great support and also all comes in a bit of money **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We don't have the help desk application in our environment. The evaluation of the solar wind help desk essentials change the everything ### 43. Its how we track customer success **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** August 17, 2021 **What do you like best about SolarWinds Service Desk?** The ability to collect data and allows our organization to track and resolve issues. **What do you dislike about SolarWinds Service Desk?** There is not a whole lot that we do not like. But the startup and implementation are challenging. **Recommendations to others considering SolarWinds Service Desk:** I recommend you provide upfront training to end-users. I also recommend you fully develop the strategy in which you will use the system. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We can track most re-occurring issues and develop strategies to provide a better experience to our customers. ### 44. Easy to setup, easy to use, easy to maintain **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2021 **What do you like best about SolarWinds Service Desk?** The search and email the features. Great adoption rate with our users. **What do you dislike about SolarWinds Service Desk?** Some API integration limitations with Pagination we have experienced. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** IT ticketing interface for our users, Asset assignment to users, knowedge base articles database of comon known issues, ticket assignment workflows ### 45. Solarwinds is great **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 20, 2021 **What do you like best about SolarWinds Service Desk?** Im able to integrate with service now ticketing system **What do you dislike about SolarWinds Service Desk?** Creating resorts could be a little more intuitive **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Receive alerts when telemedicine carts go offline which helps avoid a failed virtual visit ### 46. New SolarWinds Service Desk User--Super Happy! **Rating:** 5.0/5.0 stars **Reviewed by:** Jeffrey J. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2020 **What do you like best about SolarWinds Service Desk?** The efficiency this has brought to our team is fantastic. Quicker resolution times, customer responses, custom states, categories, forms, this all helps. Updating ticket status, category, assigned user can all be done from the Incident List page. Potential for growth. This is a very scalable software, that we eventually plan on bringing on several other departments to use for requests as well. Hosted product, so this does not take up any server space. Also, it is accessible form outside of our network. Customizable, easy to create your user portal, custom categories, custom forms, fields, etc. The discovery agent was pushed out by SCCM and we can assign primary users. This will allow us to identify systems that have required higher amount of maintenance, so we can look at replacing those systems before they cause any further problems. **What do you dislike about SolarWinds Service Desk?** The only thing I can pick on is the Single Sign-On setup was a little more cumbersome than I would've like. It does however sync with Active Directory. Honestly I would prefer to use the portal login page, but my company requires single sign-on. With that setup, it bypasses the login page. Since implementing this, learning the permissions for different roles takes a little time, but the support for helping with this has been great. There is nothing else that I have seen that would be considered a 'dislike'. This software is working great for our department and our organization as a whole. **Recommendations to others considering SolarWinds Service Desk:** If you are looking for a really easy to use IT Ticketing System, that can fill all your needs, you Really Need to look at this. It is super easy to use, reporting is great and all customizable. And this is very scalable and will be able to grow with your company! **What problems is SolarWinds Service Desk solving and how is that benefiting you?** The biggest problem that we had before this was tickets or incidents not being documented. This was due to the previous software we used not being user friendly at all. We now have everything being documented, routed, SLA's being monitored. it's brought my department a very long way in documentation and reporting capabilities. Reporting from our old system was very limited and inaccurate. This was due to limitations of the old software, and because a lot of stuff was not documented properly on our end. ### 47. Great asset management tool **Rating:** 4.5/5.0 stars **Reviewed by:** Sylvan F. | bilingual Service desk analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2021 **What do you like best about SolarWinds Service Desk?** It is a powerful point of contact between the service provider and the users to manage incidents. I like the Service Desk Live Chat.it is great Automate IT asset management **What do you dislike about SolarWinds Service Desk?** The UI and search function can be improved for better experience **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Solarwinds service desk is used for handling incident tickets for customers. With the agent, I am able to see and monitor software, hardware and peripherals connected to the computer. ### 48. Its not just about Help Desk Tickets anymore, Get SolarWinds Service Desk to track your inventory! **Rating:** 5.0/5.0 stars **Reviewed by:** Jennifer A. | Senior Network Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2020 **What do you like best about SolarWinds Service Desk?** I really like how easy it is to install, upgrade and manage. We are now taking advantage of the ability to track our assets, along with expiration dates, followed up with notification e-mails! This really is a phenomenal product, and it costs pennies to purchase and maintain! **What do you dislike about SolarWinds Service Desk?** I really don't have any negative point for this particular product. Solarwinds had taken the time to develop a great tool to assist the help desk function and beyond. Most of our tickets are handled remotely, which really helps during the COVID. I would compliment Service Desk with Dame Ware, I call that a smashing duo! **Recommendations to others considering SolarWinds Service Desk:** If you are considering any type of Help Desk / Service Desk software, give Solarwinds Service Desk a try! You can demo any Solarwinds product for 30 days and see if it fits your organizational needs. I got started with Demos of Solarwinds products, now I have the whole suite assisting my organization. Solarwinds is definitely the best bang for your buck! Every product is back by great support, and an amazing community called THWACK. Join the users group and you will never have to put in a support ticket! **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We have saved so much time using Solarwinds Service Desk. We have a knowledge base and have developed a great system for both user and technician. We document all business thru the Service Desk, so there are reporting matrix available for management. Like I said above in my dislikes, we compliment Service Desk with Dame Ware and fulfill over 80% of our tickets remotely. ### 49. The Best so far. **Rating:** 4.5/5.0 stars **Reviewed by:** Christian D. | Information Technology Service Desk, Enterprise (> 1000 emp.) **Reviewed Date:** October 21, 2020 **What do you like best about SolarWinds Service Desk?** Real-time, User Friendly. The social media vibe using the comment section and notification for communication makes it a lot easier to communicate and document the case. **What do you dislike about SolarWinds Service Desk?** Auto Refresh, it will help a lot. we are using 3rd party for the autorefresh. Yes, there's a notification that there's a new ticket but we still have to refresh in order to see it. **Recommendations to others considering SolarWinds Service Desk:** Explore, There's a lot of features the system has to offer. No downtime so far and the support is fast and reliable. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** We are resolving pretty much everything, from HR to Legal and especially IT. A centralized solution provides us faster and more liquid collaboration and resolution for every issue the company needs. ### 50. Excellent Service Desk Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Caleb K. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2020 **What do you like best about SolarWinds Service Desk?** The ease of use, the clean interface. The entire solution is very easy to get setup yet still has the ability to be complex for those who need it to be. Solarwinds Service Desk has a very intuitive automation system allowing vast control of every aspect of tickets, not to mention the control you can get with API use. By combining the internal automation and using API to setup custom automation through powershell, the system allows to you to control everything and do what you need it to do, when you need. **What do you dislike about SolarWinds Service Desk?** There are some limitations like how much you can customize when notifications are sent or not sent. Also some areas don't get any notifications which is annoying. The reporting is confusing and not straight forward. After a year of use and vendor training, we still don't quite understand how it works and just export our tickets into a CSV to do manually reporting. **Recommendations to others considering SolarWinds Service Desk:** Do your research, do a demo and make sure it is what you need. **What problems is SolarWinds Service Desk solving and how is that benefiting you?** Change management, incident management, release management, problem management, service catalog, transparency with the IT department and the business. ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-10+15%3A02%3A32+-0500&secure%5Bsession_id%5D=d5786b99-f9b2-4a01-b821-a1f73a39a65a&secure%5Btoken%5D=d9f216610e927ecedad1f6c04d9902a6bd3f879058c19848c2cbe90a71151bd1&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 **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 **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations ## Top SolarWinds Service Desk Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,290 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,782 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews)