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

Amazing and easy to use Service Desk solution!

What do you like best? Solarwinds Service Desk is a cloud based solution that requires no large up front investment to get it off the ground and running. What do you dislike? So many possibilities! With how well the functionality is designed and how easy the interface is to use, there really is many different ways to achieve the same goals! Going back to the trust ITIL framework and aid in choosing which methods work best. What problems are you solving with the product? What ...

I love this product

What do you like best? I like how easy the feel is to maneuver around the product. With up to date technology and simple terms it allows everyone to focus on their work instead of feeling their way around a tool that should make their job easier. This product is highly recommended by me and my team. What do you dislike? I wish it had a refresh option to not have to continually refresh the browser page. It also needs a computer asset refresh to be able to manually run on the whole ...

Excellent, Powerful Platform

What do you like best? The powerful interface masked with a clean UI. I like all the automation features and I especially like the automatic info harvesting from client machines. What do you dislike? The system could be more intuitive, but it is also a larger system than is absolutely necessary for our company so I'm sure with more dedicated time it would be easy to master. What problems are you solving with the product? What benefits have you realized? The biggest benefit ...

Solarwinds Service Desk formerly Samanage

What do you like best? Solarwinds recently acquired Samanage and rebranded the product Solarwinds Service Desk. As a new samanage customer, this caused a little anxiety but I'm happy to report that I think this has been a positive transition. Solarwinds as a great reputation for making strong products (we used other solarwinds products before this), and they seem to be actively developing the product. It's relatively affordable, very simple to administer, and customizable to the level we ...

It Just Works

What do you like best? Samanage is the most intuitive and user-friendly platform I've used. It's also the most powerful, which makes the ease-of-use very impressive. What do you dislike? The documentation needs some work. This isn't a big deal, because the product itself isn't difficult to figure out. But it's the only drawback I can mention. Recommendations to others considering the product: Sign up for the trial and kick the tires. You'll see pretty quickly how easy the ...

Great Product that gets better with every update

What do you like best? The simplicity with how it works and easy to maneuver. Being able to track assets is nice too. If only they'd report more than after 24 hours of activity on the device. The tool is great for keeping up with assets such as computers and software. Reporting is easy and everything seems to fall along great with the default categories that are implemented in to the Service Desk Reporting. The layout is fair and easy to follow as well. What do you dislike? I wish ...

Great ticketing system

What do you like best? The ease of use and reporting. Customizable dashboards What do you dislike? Wish we could select either a request or incident Recommendations to others considering the product: NA What problems are you solving with the product? What benefits have you realized? I cannot say enough good things about this system. Being able to add categories and subcategories on the fly. The reporting is easy to generate.

Solid product with some limitations.

What do you like best? The product covers all aspects of an ITSM product and provides an ITIL framework. Easy to administer and comes with a defined set of reports. Asset management works well and the solution module is very helpful when directing team members. What do you dislike? It is not possible to create team dashboards or team accessible reports. Also there is limited workflow capability and only basic view building capabilities. The product is somewhat expensive, but it ...

Great Product Easy to Use

What do you like best? A great integrated product. Simple to use which is very intuitive. Ever growing SWSD has a great future and some great new features coming What do you dislike? SWSD is great at doing the more complex things which is sometimes to the detriment of some of the basic UX features. This has got better over recent months What problems are you solving with the product? What benefits have you realized? An all round, integrated, dependant focused Service ...

Great Product for teams of all sizes

What do you like best? The product is intuitive, and very flexible. What do you dislike? I wish there was a project management platform integrated with the service desk. What problems are you solving with the product? What benefits have you realized? This Product has helped my IT team identify, track, and manage IT issues unlike any service desk product that I have used in the past. We have even started using it for our HR Requests.