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

Great design and functionality in real time.

What do you like best? Most Helpful: Saas, cloud hosted design, API and asset discovery. What do you dislike? That the approval process for change management is not included automatically in the change a management template. For instance, for each change request I have to create a process. I know there is a change catalog but that seems very convoluted for a simple addition. Recommendations to others considering the product: Great interface. What problems are you ...

SolarWinds is the Service Desk of the future

What do you like best? Simple setup and high degree of customization What do you dislike? More robust capabilities on the reporting side Recommendations to others considering the product: Excellent Product that can be easily scaled to your specific needs. What problems are you solving with the product? What benefits have you realized? Work flow, Task Assignment but most importantly building a knowledge base for users to access on their own.

Great Tool - Confusing Purchasing Process

What do you like best? My organization started our SolarWinds trial the day before we received Work From Home orders. Throughout the insanity, SolarWinds extended our trial significantly to allow us to deal with COVID while still testing the Service Desk product. What do you dislike? I wish they were more forthcoming about the pricing structure. A lot of clarification was requested in terms of what features were included in each package, and what each package cost. The purchasing ...

SolarWind Review by Silvia B.

What do you like best? The most helpful for me is Asset tracking. Also, the easy set up for service desk incidents. What do you dislike? Confusing reports, creating reports, asset tracking. Recommendations to others considering the product: The best service desk system ever. What problems are you solving with the product? What benefits have you realized? We solve all service tickets through SolarWinds.

Feature-rich product with great support

What do you like best? Automation capabilities that are easy to configure and understand What do you dislike? The added cost for asset management with the per device-per month price going up with each service desk tier Recommendations to others considering the product: Highly recommend it for companies that can give it the time it deserves to configure it in a way that optimizes the product for your company. What problems are you solving with the product? What benefits ...

A solid ITSM solution that is continually improving

What do you like best? SolarWinds is very responsive to users, particularly through their Customer Advisory Board What do you dislike? The non-Incident modules (Changes, CMDB, Releases, Problems) need improvement What problems are you solving with the product? What benefits have you realized? Strong reporting options, useful dashboards, and custom incident views are helping our IT team stay on top of our SLAs

A Service Desk to be proud of

What do you like best? Solarwinds Service Desk is a very powerful and customizable product. It has everything you need to manage your users issues and requests. It can also help manage all of your hardware and software assets. What do you dislike? Implementation can be a little overwhelming. You need to make sure you have a good team to do the implementation and drive the roll-out forward. What problems are you solving with the product? What benefits have you realized? ...

Comprehensive and elegant software platform.

What do you like best? Most features are relevant for our daily usage. What do you dislike? Sensible feature requests often being placed in the queue of low priority. Also, lacked customization flexibility for the non-core features. What problems are you solving with the product? What benefits have you realized? Almost all the features are useful.

AWESOME service desk tool!

What do you like best? really simple to use for both agents and end-users, it has completely changed the way we work in the business and our efficiency rate compared to our old helpdesk products is unbelievable! we've been able to communicate and help our end users without any major issues during this lockdown of covid-19 and if we still had our old ticketing system, we would have failed miserably, have SolarWinds service has been a massive blessing in disguise in some ways and has been ...

Makes serving our clients manageable, efficient and effective to provide the best results.

What do you like best? I enjoy the organizational aspect found in samanage such as the notifications, history of the discussion related to the original issue, and the approval process. I also think the reporting tool is very neat in assessing certain analytics. What do you dislike? I do not like how the tabs moved to the bottom, I thought it was more user friendly on the side where it was before. Recommendations to others considering the product: If you are wanting an ...