SolarWinds Service Desk Review: Is It The Right Service Desk Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
Free Trial Available
GDPR
SOC 2
HIPAA
ISO 27001Starts from $19 / User / Month
Overview
Pricing
Features
Buyer feedback
Alternatives
Media
Security & Compliance
Support
FAQ
Blogs
What is SolarWinds Service Desk?
SolarWinds Service Desk is an IT service management platform for corporate IT teams handling incident tracking, service request fulfillment, and change management. Its self-service portal lets end users resolve common issues without opening tickets, reducing the manual workload on IT staff. It integrates with other SolarWinds monitoring tools, making it a natural fit for organizations already in the SolarWinds ecosystem.
Pricing
Starts from $19 / User / Month
Free Trial available
Best For
Suited for small teams, SMBs, and enterprise
Security & Compliance
SOC 2GDPRHIPAAISO 27001SSO & MFA supported
Data residency:🇺🇸
Platform
Web + mobile app (iOS & Android)
SolarWinds Service Desk Software Demo
SolarWinds Service Desk was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider SolarWinds Service Desk
- Use cases
- IT service management, Incident management, Customer support teams
- Team types
- IT support teams, Service desk agents
- Company size
- 51-500 employees, 500+ employees
- Workflow style
- Simple and streamlined
- Setup complexity
- Medium
Why teams choose SolarWinds Service Desk
Revolutionary self-help technology empowering customers
Integrated tools for timely service delivery
Strong incident tracking and management capabilities
Is SolarWinds Service Desk right for you?
Best for IT teams needing streamlined incident and service management with self-help features.
Choose SolarWinds Service Desk if
- You want to empower customers with revolutionary self-help technology to reduce support load.
- Your IT support team requires strong incident tracking and timely service delivery tools.
- Your organization has 51+ employees needing a simple, integrated service desk solution.
Consider alternatives if
- You are a very small business with minimal IT support needs and limited budget.
- You require highly customizable or niche workflows beyond the platform’s medium setup complexity.
What buyers should know before shortlisting SolarWinds Service Desk
SolarWinds Service Desk is a robust solution for IT teams looking to enhance their incident management processes. Its self-help technology empowers users while integrated tools streamline service delivery.
SolarWinds Service Desk pros and cons
- SolarWinds Service Desk pros
Revolutionary self-help technology empowering customers
Integrated tools for timely service delivery
Strong incident tracking and management capabilities
- SolarWinds Service Desk cons
Lack of publicly available pricing information
Limited details on advanced customization options
Ready to try it?
Get started with SolarWinds Service Desk
Start your free trial — no credit card required.
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See how it stacks up
Compare SolarWinds Service Desk side-by-side with top Service Desk Software alternatives.
What is the pricing of SolarWinds Service Desk?
SolarWinds Service Desk Pricing Plans
Team
$19
/User/Month
Unlimited Requestors
Incident Management
Service Portal
Knowledge Base
Support offered via email with Service Desk product experts or full community access to source answers from your peers.
Business
$39
/User/Month
Includes features of Team plan, plus
Service Catalog
Change Management
Service Level Agreement (SLA)
Groups
Show more +
Professional
$69
/User/Month
Includes features of Business plan, plus
Custom Fields and Forms
Advanced Automations
Network Discovery
Contract Management
Show more +
Weighing your options?
Not sure if SolarWinds Service Desk fits your budget?
SolarWinds Service Desk reviews and ratings
Buyer sentiment
Overall positive sentiment highlights effective incident management and helpful self-service features, with some concerns about pricing transparency and customization.
What buyers like
- Ease of use
- Self-help capabilities
- Incident resolution speed
Common complaints
- Pricing transparency
- Customization limitations
Are you using SolarWinds Service Desk?
What users are saying
AU
Anonymous User
02/22/24
"Great Tool to track tickets and inventory"
What do you like best about SolarWinds Service Desk? The small footprint and ability to track software installations and hardware asssets helps me to ...
Read more
AU
Anonymous User
11/09/23
"Reliable and user friendly interface experience"
What do you like best about SolarWinds Service Desk? How easy it is to use and the different features it offers What do you dislike about SolarWinds ...
Read more
MU
Muhammad U
09/04/23
"Strategies for Achieving Exponential Growth in IT Business Solutions"
What do you like best about SolarWinds Service Desk? Quickly respone, best assurance quality and good health checks. What do you dislike about ...
Read more
AU
Anonymous User
07/31/23
"I know what my team is doing now!"
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 ...
Read more
CP
Carmen P
02/06/23
"Simple tool, focused on what's important and it does the job!"
What do you like best about SolarWinds Service Desk? It's a classic incident management tool, intuitive and easy to adopt both for the IT staff and ...
Read more
AU
Anonymous User
01/09/23
"Concise and reliable"
What do you like best about SolarWinds Service Desk? Reliability. It is one of the most user-friendly software to start dabbling with if you're in the ...
Read more
- See if SolarWinds Service Desk fits your business
- Real pricing — no sales pressure
- A demo or quick answers, your call
Step 1 of 4
How big is your team?
We tailor recommendations to companies your size.
What are the features of SolarWinds Service Desk?
Asset management is the practise of keeping track of your assets. Asset management allows you to efficiently manage assets while also extend…
A service level agreement (SLA) is a written contract between a service provider and a client that specifies the services to be provided and…
The service desk, which is the single point of contact for all users dealing with IT, is usually tightly associated with incident management…
A knowledge base is a centralized documentation repository that includes frequently asked questions, how-to guides, and troubleshooting inst…
A self-service portal is a website or app that enables workers (or external clients for externally visible support providers) to help themse…
Ticket management is a means of dealing with issues and requests. Tickets are simple data entities used to track everything that needs to be…
A ticketing system is a software tool that enables organizations to efficiently manage and track customer inquiries, complaints, and request…
Workflow is a collection of tasks that work together to process a batch of data. A workflow encompasses everything from creating assets to i…
SolarWinds Service Desk security and data handling
Key compliance certifications and security features for IT and security teams evaluating SolarWinds Service Desk.
Certifications
Security features
Developer & data
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SolarWinds Service Desk Support Options
Frequently Asked Questions About SolarWinds Service Desk
Common questions buyers ask before choosing SolarWinds Service Desk.
SolarWinds Service Desk is a Service Desk Software. SolarWinds Service Desk offers Self Service Portal, Incident Management, Ticket Management, Ticketing System, Asset Management and many more functionalities.
SolarWinds Service Desk is a strong fit if: You want to empower customers with revolutionary self-help technology to reduce support load.; Your IT support team requires strong incident tracking and timely service delivery tools.. Consider alternatives if: You are a very small business with minimal IT support needs and limited budget.; You require highly customizable or niche workflows beyond the platform’s medium setup complexity..
Buyers commonly note the following limitations of SolarWinds Service Desk: Lack of publicly available pricing information; Limited details on advanced customization options; Potentially less suitable for very small businesses.
Some top alternatives to SolarWinds Service Desk includes Freshservice, ManageEngine ServiceDesk Plus, Ivanti Service Manager, Jira Service Desk and TechExcel ServiceWise.
SolarWinds Service Desk offers Free Trial, Subscription pricing models
The starting price of SolarWinds Service Desk is $19/User/Month
Ready to try it?
Get started with SolarWinds Service Desk
Start your free trial — no credit card required.
About the reviewer
Rajat Gupta is the founder of Spotsaas. Over the past two years, he has reviewed 2,000+ tools across CRM, HR, AI, and finance — applying hands-on product research and a background in commerce and the CFA program to evaluate software through a business and ROI lens. His goal: help teams make software decisions they won't regret.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
