SolarWinds Service Desk Reviews in July 2026: User Ratings, Pros & Cons

Review of Solarwinds Service Desk

What do you like best? The self service portal has been very well received by our end users. What do you dislike? There are some limitations with SLAs, reporting, and preventing users from emailing to create new tickets. What problems are you solving with the product? What benefits have you realized? We are reducing our calls from users to report issues by providing a good end user portal. The benefit is it is freeing up technology staff to work on resolving issues versus ...

Solid ticketing system, some post-acquision growing pains

What do you like best? CMDB and Service Catalog make my life easier every day. Overall, Service Desk is a solid product. What do you dislike? UI feature updates that make drastic changes without warning, or an option to disable certain new "features". Most hated: the surprise edit mode when you click on the body text of a ticket. Please give us an option to disable this 95% useless feature. Also, I'd like to see more flexibility when searching (returning partial matches when ...

Easy to navigate and learn

What do you like best? The tool is very easy to navigate and learn. What do you dislike? Recent changes to that are made without client notification have been very frustrating. We find changes when something that we use breaks such as our change approver set up. Recommendations to others considering the product: don't rush your implementation. Consider categories carefully What problems are you solving with the product? What benefits have you realized? capturing data ...

Great service. Does just what I need it to.

What do you like best? It is easy to use and there is nothing complicated about it. Everything is straight forward and the support team is awesome! What do you dislike? I wish there would be more customization for us end users. Not sure if this is an administrator thing, but I would like to have the option to add my own categories and sub categories. Also I wish when users submit incidents, it automatically inputs their location and department. (Although this may be an ...

Great Product

What do you like best? Ease of use for end users and admins alike What do you dislike? Intermittent disconnects with the portal. What problems are you solving with the product? What benefits have you realized? Change management, ticketing system. Reporting.

totally like to use Samange

What do you like best? it is all web base, I can easily work at home without any VPN or remote access system. And it is very flexible to configure to fit our need What do you dislike? It will not save my last sorting column. For example I usually sort to see the latest incident, every time I close and open the web browser again, it will sort from the oldest incident on the top What problems are you solving with the product? What benefits have you realized? we are using it as ...

Very easy to use

What do you like best? It's really easy to get up and running and most features are clear. Excellent and fast support directly via chat. What do you dislike? Due to the easiness of the tool , there are limitations on what it can do. It can not do everything that we want since it's not endlessly customizeable f.e. What problems are you solving with the product? What benefits have you realized? We got away from a mail based service desk into something with structure.

Using it for our help desk

What do you like best? As a manager I can see what is going on with all the tickets and view comments back and forth. What do you dislike? Right now I haven't really found an issue What problems are you solving with the product? What benefits have you realized? All of our user and server issues. The whole team is aware of what is going on with issues. Users can see the progress in their issue.

Great web interface.

What do you like best? Having the Service Desk tool in the cloud, accessible anywhere is a huge benefit. In addition, the mobile application is also a handy tool. What do you dislike? Reporting and charting tools could be improved. More options, better consistency, and better charts woudl be helpful. Recommendations to others considering the product: DB view connection would be very helpful. What problems are you solving with the product? What benefits have you realized? ...

Great service to manage help desk tickets and change

What do you like best? Separation of incidents, change, contracts and standardized form driven service request templates What do you dislike? There could be better integration between contracts, software licenses and license compliance. What problems are you solving with the product? What benefits have you realized? We manage all of our SOX related change controls via Service Desk. Being able to record changes, test plans, rational and roll back plans and being able to ...