Who Uses SolarWinds Service Desk?
Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).
What Is SolarWinds Service Desk?
SolarWinds Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications.
SolarWinds Service Desk Details
SolarWinds
https://www.solarwinds.com/service-desk
Founded 2007
SolarWinds Service Desk pricing overview
SolarWinds Service Desk does not have a free version but does offer a free trial. SolarWinds Service Desk paid version starts at US$19,00/month.
Starting Price
US$19,00/month
Pricing Details
We have 3 flexible editions starting at $19/agent/month & $.40/asset/month.
Free Version
No
Free Trial
Yes
SolarWinds Service Desk deployment and support
Support
- 24/7 (Live Rep)
- Business Hours
- Online
Deployment
- Cloud, SaaS, Web
Training
- In Person
- Live Online
- Webinars
- Documentation
SolarWinds Service Desk Features
CMDB Software
- Change Management
- Configuration Management
- Data Visualization
- Device Auto Discovery
- IT Asset Management
- Impact Management
- License Management
- Performance Monitoring
- Relationship Mapping
Help Desk Software
- Alerts / Escalation
- Automated Routing
- Call Center Management
- Customizable Branding
- Document Storage
- Email Integration
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Macros/Templated Responses
- Multi-Channel Communication
- Network Monitoring
- Real-time Chat
- Remote Access/Control
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Ticket Management
- Workflow Configuration
IT Asset Management Software
- Audit Management
- Compliance Tracking
- Configuration Management
- Contract/License Management
- Cost Tracking
- Inventory Management
- Maintenance Management
- Procurement Management
- Requisition Management
- Supplier Management
IT Management Software
- Access Controls/Permissions
- Capacity Management
- Compliance Management
- Inventory Management
- Issue Auditing
- License Management
- Maintenance Scheduling
- Patch Management
- Remote Access/Control
IT Service Software
- Contract Management
- IT Asset Management
- Incident Management
- Knowledge Management
- Release Management
- Self Service Portal
- Service Catalog
- Service Reporting
- Ticket Management
ITSM Tools
- Asset Tracking
- Availability Management
- Change Management
- Configuration Management
- Contract/License Management
- Incident Management
- Problem Management
- Project Management
- Release & Deployment Management
- Self Service Portal
Issue Tracking Software
- Assignment Management
- Dashboard
- Escalation Management
- Issue Auditing
- Issue Scheduling
- Knowledge Base Management
- Project Management
- Recurring Issues
- Task Management
Service Desk Software
- CMDB
- Change Management
- IT Asset Management
- Incident Management
- Knowledge Base
- Mobile Access
- Procurement Management
- Remote Control
- SLA Management
- Self Service Portal
SolarWinds Service Desk Alternatives
More SolarWinds Service Desk alternatives
SolarWinds Service Desk Reviews
Read all reviewsOverall rating
Average score
Patrick B.
-
Overall Rating5 /5
-
Ease of Use5 /5
-
Features & Functionality4 /5
-
Customer Support5 /5
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 2018/08/30
"Samanage is an easy to use solution that makes my life so much easier"
Comments: We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is perfect and easy to use which enables users to understand the problem and submit tickets!
Pros: The ease of use. The system allows the natural flow of tickets into problems, problems into changes and the audit trail is perfect for our validation/qa friends. We love that the API is easy to intergrate and have pulled in our sharepoint system with the API to automate tasks like account creation/separation.
Cons: The system could uses a few tweaks but I think this is just growing pains. The Samanage team has been straightforward with what they are implementing and changes are being released consistently. Over the past two years of having the system, I can say the updates are wonderful and truly address issues. Not purely cosmetic.
- Reviewer Source
- Reviewed on 2018/08/30
Dillon K.
-
Overall Rating4 /5
-
Ease of Use5 /5
-
Features & Functionality3 /5
-
Customer Support5 /5
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 2019/12/04
"Huge Upgrade"
Comments: Overall experience with this product have been great so far. Our employees use this platform more than our last and they have also been able to find their own solutions more. I really love the support from the customer support a lot. The support is always right on top of any issues and I have experience very quick responses when I do need to contact them. A+ on customer support.
Pros: I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen.
Cons: We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work on one catalog item.
- Reviewer Source
- Reviewed on 2019/12/04
Asim M.
-
Overall Rating5 /5
-
Ease of Use5 /5
-
Features & Functionality5 /5
-
Customer Support5 /5
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 2020/10/19
"Excellent ITSM tool"
Comments: Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.
Pros: Ease of use and customisation. Customer services
Cons: Reporting is limited. Even customisation in reporting is limited
- Reviewer Source
- Reviewed on 2020/10/19
Verified Reviewer
-
Overall Rating3 /5
-
Ease of Use5 /5
-
Features & Functionality4 /5
-
Customer Support3 /5
-
Value for Money4 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 2018/10/10
"Good Out-Of-Box product for small, scalable team"
Comments: We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.
Pros: I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.
Cons: There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.
- Reviewer Source
- Reviewed on 2018/10/10
Jeffrey J.
-
Overall Rating5 /5
-
Ease of Use5 /5
-
Features & Functionality5 /5
-
Customer Support5 /5
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 2020/09/16
"New to SolarWinds Service Desk--Perfect fit for us!"
Comments: I am Super Happy with this software. I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.
Pros: Efficiency--There are so many things that can be updated from the main page that lists your incidents. Very easy to learn and to use.
Cons: Integration with Active Directory. We were able to setup Single Sign-On, but it wasn't as smooth as I would've liked. But it does work, so it's not really a con, just the complexity of it was a little more than the rest of the setup.
- Reviewer Source
- Reviewed on 2020/09/16
