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

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 ...

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 ...

Solarwinds Service Desk 2019

What do you like best? The Solarwinds Service desk is a good cloud based ticket system. After initial setup it just works! What do you dislike? The worst part of the software is the reporting. It is complex and not easy to get the information you want out of it. I have used other ticket systems in the past and the reporting was better (Web Help Desk) Recommendations to others considering the product: When implementing the solution make sure to take the time to work with the ...

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 ...

SolarWinds is awesome!

What do you like best? it is a very clean, easy to navigate tool. recommend to everyone. What do you dislike? nothing at this time, all the facets are great and i enjoy using it. What problems are you solving with the product? What benefits have you realized? documentation of incidients, much easier to remember stuff when it is written!

Very user friendly

What do you like best? There are multiple ways to filter incoming work orders making very easy to assign specific task to a specific team. This helps with accountability and streamlines the workflow. Also it is very easy to manage company inventory since the system is able to provide information on active and inactive devices assigned to specific users. In there is a company wide What do you dislike? The general work order page usually takes a little long to auto-refresh ...

HelpDesk Support

What do you like best? I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen. What do you dislike? We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work ...

Much More Than Just A Service Desk

What do you like best? I love the fact that you can set up everything exactly how you want it. you can add your own details to every part of the program. What do you dislike? The settings can be a little complicated to navigate, but once you get the hang of it, your all set. What problems are you solving with the product? What benefits have you realized? Solarwinds helped me organize and automate new hires seamlessly. It also helps with keeping track of assets that were ...

Great ITSM solution

What do you like best? I like how everything ties into one interface. Change requests, incidents, asset management, service requests, problem management, knowledgebase. It makes it very easy to link and reference these items as well. The user interface is clean and easy to use. What do you dislike? I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts. Recommendations to others considering the product: ...

SolarWindows Review

What do you like best? It's an excellent way for us to keep track of tickets that have been created by our users. Furthermore, when tasks are completed, we can close them and also generate pdf reports for our line manager. What do you dislike? The user interface could be improved a little bit to make it more modern, also I notice some glitches with some of the buttons when scrolling through various open tickets Recommendations to others considering the product: A great ...