SolarWinds Service Desk Reviews in October 2026: 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 ...

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 ...

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. > ...

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 ...

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 ...

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 ...

Solid ticketing system, some post-acquision growing pains

What do you like best? CMDB and Service Catalog make my life easier every day. Overall, Service Desk is a solid product. What do you dislike? UI feature updates that make drastic changes without warning, or an option to disable certain new "features". Most hated: the surprise edit mode when you click on the body text of a ticket. Please give us an option to disable this 95% useless feature. Also, I'd like to see more flexibility when searching (returning partial matches when ...

Easy to navigate and learn

What do you like best? The tool is very easy to navigate and learn. What do you dislike? Recent changes to that are made without client notification have been very frustrating. We find changes when something that we use breaks such as our change approver set up. Recommendations to others considering the product: don't rush your implementation. Consider categories carefully What problems are you solving with the product? What benefits have you realized? capturing data ...

So far a great product for asset procurement and management

What do you like best? I'm impressed at how clean and simple the dashboard is. All the asset information for each device is readily available with export capabilities. I'm still learning the application, but I'd say so far it has been a positive investment. What do you dislike? There isn't much to dislike being I'm only using the Asset management portion of the application. What problems are you solving with the product? What benefits have you realized? Asset Management and ...

SA Manage implementation/review

What do you like best? Love the ease of use and configuration of the application. SAManage (SolarWinds) has allowed Streetlane to manage service requests in a more easy and structured way to provide our internal clients quicker service What do you dislike? SLAs not very intuitive to implement. We are still not fully utilizing all the options available withing Solar Winds Service Desk What problems are you solving with the product? What benefits have you realized? we are now ...