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

Great ServiceDesk

What do you like best? I like how easy it is to navigate and how we can customize reports to best suit our needs. We are also digging deeper into the inventory tracking and I'm excited to see what it has to offer. The reports that we export are also extremely helpful. We are able to see what person specializes most in what type of ticket. We also have split out the level of tickets so that our more advanced team members can tackle them and the newer team members aren't overwhelmed. I ...

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 ...

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 ...

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 ...

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 ...

Direct and essential Service Desk features with helpful setup process.

What do you like best? Easy to navigate; direct support chat online; simplified layout and customization. What do you dislike? Needs more adaptability on reporting; missing some key features available from other custom HelpDesk solutions; escalated bugs take a long time to receive updates from Eng. group. What problems are you solving with the product? What benefits have you realized? Simplified visualization for upper Mgt on reporting but also creates need for custom ...

User friendly

What do you like best? Keeps all tasks organized and lets everyone know where we are in the process of helping them What do you dislike? Right now after a year of using it, I really haven't found anything I dislike What problems are you solving with the product? What benefits have you realized? Lots of hardware and connection issues, as well as meeting set ups and the everyday IT issues in our company. The service desk is very helpful to keep the IT department on task as well ...

Great for small to midsize company ( ~200 employees)

What do you like best? Groupings, Cataloging, The ability to create categories for incidents What do you dislike? not very intuitive, you have to tell it how to do everything Recommendations to others considering the product: Know what categories or what groups of people you want to have so that you can be prepared when implementing. What problems are you solving with the product? What benefits have you realized? None at the moment, but with Solar Winds taking over, I ...

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 ...