SolarWinds Service Desk Reviews in May 2025: User Ratings, Pros & Cons

Great core value with continual improvement

What do you like best? SaaS, having the Service Desk as software as a service has freed up our department to focus on production related projects. What do you dislike? Saas, having the Service Desk as software as a service has sometimes required patience as roll-outs lacked basic functions such as Filter and sort. Recommendations to others considering the product: Great core functions with a push to continual enhancements What problems are you solving with the product? ...

So far a great product for asset procurement and management

What do you like best? I'm impressed at how clean and simple the dashboard is. All the asset information for each device is readily available with export capabilities. I'm still learning the application, but I'd say so far it has been a positive investment. What do you dislike? There isn't much to dislike being I'm only using the Asset management portion of the application. What problems are you solving with the product? What benefits have you realized? Asset Management and ...

SA Manage implementation/review

What do you like best? Love the ease of use and configuration of the application. SAManage (SolarWinds) has allowed Streetlane to manage service requests in a more easy and structured way to provide our internal clients quicker service What do you dislike? SLAs not very intuitive to implement. We are still not fully utilizing all the options available withing Solar Winds Service Desk What problems are you solving with the product? What benefits have you realized? we are now ...

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 ...

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.

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? ...

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 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 ...