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

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 ...

Real assistance that makes my life easier

What do you like best? Samanage (SolarWinds Service Desk) completely changed our incidents and staff structure, expanded our feature set and ultimately helped us increase the capabilities of our customer support and information management on the support side. We were really impressed with the import capabilities and admin capabilities provided right out of the gate. What do you dislike? We really haven't had many dislikes, but if we are being picky we would like a better price point ...

SolarWinds Service Desk, Previously Samanage

What do you like best? Clean interface and responsive support teams and developers. High customization options allowing an agency to enable the features they want to use without being cluttered with features they don't. What do you dislike? Reporting has been updated a few times adding functionality but can still use some TLC. Recommendations to others considering the product: SolarWinds recently acquired Samanage and re-branded it SolarWinds Service Desk. One of the larger ...

Decent out of box ticketing system. Terrible support.

What do you like best? Clean, modern UX with lots of handy features out of box. Easy set up and quick deployment! Great statuses, pretty user facing portal. Consolidated place for all my tickets. What do you dislike? Support is atrocious. Less than 60 days into my engagement with them, their mail server started bouncing my users email submitted tickets, and its taking them 2 weeks + to resolve. No SLA's or any shared information. Escalation path took a week to engage. Worst ...

Great system for handling most any IT support group need

What do you like best? I like the ability to track work requests at a granular level, receive notifications when customers have made updates, see when there are "unseen" updates, and the ability to build forms and workflows that match each type of work. What do you dislike? Incidents list items are not ordered consistently ; I'd really like the list to stay the same so that I'm not trying to search through it to find the grouping I want. Two features I'd like would tasks available ...

SolarWings Service Desk

What do you like best? Ease of use, service desk ticketing system, device integration, incident tracking, customer satisfaction. The application makes it really simple to generate and track any open tickets. Likewise, when a ticket has been completed, I can go back and view my resolutions in case a similar issue arises in the future. The software is also beneficial when trying to determine the hardware configuration of the device it is installed on. For example, if I have a user who ...

Solar Winds Service Desk Simplifies IT needs.

What do you like best? With Service Desk provides us the ability to keep track of user issue in an easy to use interface which also allows for easy creation of FAQs and a Solutions Database. Our users are able to submit incidents via email and are able to track submitted incidents in their own Service Desk portal. Overall, Service Desk is easy to use, provides many options, and has good reporting tools. We are able to easily manage submitted incidents, eliminate simple tasks, and resolve ...

Implementation was easy and support is excellent

What do you like best? The overall implementation was simple and support has been very engaging and helpful What do you dislike? The only thing I would say is the reporting needs to be better. I would like to see more of a dashboard reporting with more customization available to reporting Recommendations to others considering the product: It is recommended if you have not implemented a on-boarding and off-boarding process, implementing this process while rolling out the ...

I work Daily in the application and Love it

What do you like best? I love the solutions, how system automatically give possible solutions for the issues What do you dislike? How voicemail tickets come. I would love the system to prompt for the name then reason for the call What problems are you solving with the product? What benefits have you realized? We the product for all medical and technical issues our users are having. It allows a seamless communication

Great product, easy to use, great reporting

What do you like best? Reporting is great and we love the satisfaction surveys. It gives us great insight into how we're doing and where we need to improve. What do you dislike? I wish the search function were a little more refined. Finding closed tickets can sometimes be difficult. Better filters would be very helpful. Recommendations to others considering the product: The onboarding process was great. The SolarWinds techs were very helpful in getting things setup for us. We ...