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

Solarwinds Samanage Service desk

What do you like best? Easy to use and able to make custom workflows What do you dislike? Procurement part can use some improvement Recommendations to others considering the product: Great product for building custom catalogues and workflows What problems are you solving with the product? What benefits have you realized? Ticketing system allows us to organize tasks and manage work flows

easy to set up, easy to use

What do you like best? It feels like it is just right product for our environment. We did choose it over Jira helpdesk software What do you dislike? more flexibility on configuring helpdesk portal view, hire unnecessary menus What problems are you solving with the product? What benefits have you realized? keep track of system changes, incidents

A Product with a Great Interface, but need to expand capabilities

What do you like best? The best thing about the SolarWinds Service Desk is certainly the interface. It is easy and quick to assign jobs and make comments, even on the mobile app. What do you dislike? I wish the software was not tailored just for IT departments. We don't use over 50% of the software, and then are frustrated when the vendor is unwilling to add on more process-management functionality. Recommendations to others considering the product: Consider if you'll be able ...

Simple but Flexible platform to manage tickets and change contro

What do you like best? Usage is simple. Reporting is flexible. Capability to do agent driven asset and license management. Contract management. Email integration works really well. Replies captured in comments. What do you dislike? Although basic features are easy to configure and use things get complicated once additional configurations are implemented. Conditional fields, complex forms and workflows are hard to build. What problems are you solving with the product? What ...

Great Helpdesk, Management and Documentation Tool

What do you like best? A great, in-depth solution to keeping track of helpdesk incidents, inventory of software, and solutions database. What do you dislike? There are some bulk import items that require use of the API, which can be a bit annoying. What problems are you solving with the product? What benefits have you realized? This has helped us prioritize incidents and allowed use to sustain an easy-to-create and read solutions database to decrease downtime for our users.

Provide all the necessary tools to continuously monitor all aspects of my projects.

What do you like best? I will list the items; 1. Ability to monitor and keep track of each project as they come up. 2. Ability to add incidents on mobile phones as well as complete them on the job. 3. Ability to report on our incident closure rate as well as determine what was completed late. 4. The reporting tool is great allowing us to create reports and then default them on both the Desktop and Mobile phones and tablets 5. Ability to quickly create an incident ...

Integration of current Asset Management made Solar Winds SD a no brainer

What do you like best? We are currently leveraging the Solar Winds asset management (formerly called Samanage) and were looking to move away from an archaic Linux based help desk solution. We decided it made too much sense not to go with Solar Winds HD for it's web based availability and integration into our current systems. What do you dislike? Honestly, moving from another system into a new one has been a challenge for our boots on ground employees. Tough to change systems, but ...

Time Saver

What do you like best? The ease of use in submitting to the helpdesk has improved communication of issues and requests to/from our customer. Entering an issue or request via the portal is simple and streamlined. From the back office perspective, adding additional detail (category, status, etc.) is very simple and a time saver for the Helpdesk. We are quickly able to asses where we on for the day using the dashboard functionality, which includes a quick glance into how customers feel ...

Easy to use and most complete Help Desk package around!

What do you like best? Being able to program the automation of tasks of a Service Catalog. What do you dislike? In the setup portion searching for a user. The only way is to use filters, kinda of clunky. Recommendations to others considering the product: The best and most complete package that I have used. What problems are you solving with the product? What benefits have you realized? The users being able to track their own tickets

SolarWinds Service Desk

What do you like best? Easy of use, easy to setup, good implementation help. What do you dislike? Nothing yet, but being able to rebrand it more to better look like the organization would be ideal. Recommendations to others considering the product: Plan your setup before starting, it will save you time and allow for more training time instead of data gathering. What problems are you solving with the product? What benefits have you realized? Request organization, ...