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

SolarWinds Service Desk

What do you like best? Ease of use and setup. Ability to use solutions for customers to self-serve and not enter tickets. What do you dislike? Would be helpful to be able to modify users without needing full admin rights Recommendations to others considering the product: Price is negotiable. What problems are you solving with the product? What benefits have you realized? Our previous solution was cumbersome and not easily modified. The new system is very easy to set ...

Easy to Start, Tons of Customization Options, User Role Assignements a Little Manual

What do you like best? SolarWinds Service Desk is a hosted ticketing and asset management system that covers quite a bit of the ITSM field. The integrations, asset management, and ticket management is very easy to understand. What do you dislike? Though it takes a bit to set up, one minor complaint is that you seem to have to manage users and their roles within the web page, there isn't an easy way to assign "Service Agent Users" outside of the console, as I would like to do so in ...

A Simple, Easy Service Desk Option

What do you like best? This product has a very intuitive, easy to user interface with lots of options. The improvements Solarwinds has made thus far further improve that experience. What do you dislike? The cost, as compared to competition like JIRA Service Desk, is not very entry level friendly. JIRA gives smaller teams a more affordable cost of entry, compared to Solarwinds Service Desk. Recommendations to others considering the product: Make a true cost comparison with ...

Surprisingly easy-to-use!

What do you like best? I like the ease of creating new views, categorizing the tickets without opening them, and assigning from the main Incidents page. What do you dislike? The reporting is quite rigid and the pre-canned reports aren't always what I want to see. Recommendations to others considering the product: Good value to be had with SolarWinds Service Desk. The ticketing is very easy to use and intuitive. If reporting is high on your list of must-haves, this app is a ...

Gets the job done

What do you like best? Solarwinds service desk provides a functional solution for IT help desk. My company uses this service for all non-JIRA ticketing. I have found it sufficient for all my needs, with some minor quibbles. What do you dislike? I wish there were more options for automation to streamline our workflow. What problems are you solving with the product? What benefits have you realized? More accurate ticket documentation is a definite improvement and effective asset ...

SolarWinds Service Desk (formerly Samanage)

What do you like best? The ability to edit comments is very useful. It's great to be able to strip out unnecessary text, or to correct mistakes without having to generate a new posting. What do you dislike? Unfortunately, many things. > No automatic refresh of queue > Limited HTML or color in comments. > No native ability to turn tickets into purchase orders. > Bland, sometimes hard to read skin, with horrible sizing and placement of fields. > ...

totally like to use Samange

What do you like best? it is all web base, I can easily work at home without any VPN or remote access system. And it is very flexible to configure to fit our need What do you dislike? It will not save my last sorting column. For example I usually sort to see the latest incident, every time I close and open the web browser again, it will sort from the oldest incident on the top What problems are you solving with the product? What benefits have you realized? we are using it as ...

Great Product

What do you like best? Ease of use for end users and admins alike What do you dislike? Intermittent disconnects with the portal. What problems are you solving with the product? What benefits have you realized? Change management, ticketing system. Reporting.

Great service. Does just what I need it to.

What do you like best? It is easy to use and there is nothing complicated about it. Everything is straight forward and the support team is awesome! What do you dislike? I wish there would be more customization for us end users. Not sure if this is an administrator thing, but I would like to have the option to add my own categories and sub categories. Also I wish when users submit incidents, it automatically inputs their location and department. (Although this may be an ...

Good! Easy to use!

What do you like best? The customization options for the client. Makes it easy to give the client the right needs What do you dislike? The allowance for integration with other systems Recommendations to others considering the product: Allow for greater variation when a company would like to integrate with other ticketing and solution systems like Acello. What problems are you solving with the product? What benefits have you realized? Setting up custom solutions