Who Uses SolarWinds Service Desk?

Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).

What Is SolarWinds Service Desk?

SolarWinds Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications.

SolarWinds Service Desk Details

SolarWinds

https://www.solarwinds.com/service-desk

Founded 2007

SolarWinds Service Desk Pricing Overview

SolarWinds Service Desk does not have a free version but does offer a free trial. SolarWinds Service Desk paid version starts at US$19.00/month.

Starting Price

US$19.00/month
See pricing details

Pricing Details

We have 3 flexible editions starting at $19/agent/month & $.40/asset/month.

Free Version

No

Free Trial

Deployment

Cloud, SaaS, Web

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

SolarWinds Service Desk Features

CMDB Software
Change Management
Configuration Management
Data Visualisation
Device Auto Discovery
IT Asset Management
Impact Management
License Management
Performance Monitoring
Relationship Mapping
Alerts / Escalation
Automated Routing
Customisable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Audit Management
Compliance Tracking
Configuration Management
Contract/License Management
Cost Tracking
Inventory Management
Maintenance Management
Procurement Management
Requisition Management
Supplier Management
Access Controls/Permissions
Capacity Management
Compliance Management
Inventory Management
Issue Auditing
License Management
Maintenance Scheduling
Patch Management
Remote Access/Control
Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalogue
Service Reporting
Ticket Management
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management
CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal

SolarWinds Service Desk Reviews for UK Users

Showing 5 of 498 reviews

Overall
4.6/5
Ease of Use
4.6/5
Customer Service
4.7/5
Features
4.4/5
Value for Money
4.5/5
Patrick B.
IT Supervisor
Biotechnology, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 30/08/2018

"Samanage is an easy to use solution that makes my life so much easier"

Comments: We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is perfect and easy to use which enables users to understand the problem and submit tickets!

Pros: The ease of use. The system allows the natural flow of tickets into problems, problems into changes and the audit trail is perfect for our validation/qa friends. We love that the API is easy to intergrate and have pulled in our sharepoint system with the API to automate tasks like account creation/separation.

Cons: The system could uses a few tweaks but I think this is just growing pains. The Samanage team has been straightforward with what they are implementing and changes are being released consistently. Over the past two years of having the system, I can say the updates are wonderful and truly address issues. Not purely cosmetic.

  • Reviewer Source 
  • Reviewed on 30/08/2018
Dillon K.
Service Delivery Project Manager
Environmental Services, 501-1,000 Employees
Used the Software for: 6-12 months
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    3/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 04/12/2019

"Huge Upgrade"

Comments: Overall experience with this product have been great so far. Our employees use this platform more than our last and they have also been able to find their own solutions more. I really love the support from the customer support a lot. The support is always right on top of any issues and I have experience very quick responses when I do need to contact them. A+ on customer support.

Pros: 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.

Cons: 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 on one catalog item.

  • Reviewer Source 
  • Reviewed on 04/12/2019
Verified Reviewer
Service Desk Administrator
Warehousing, 1,001-5,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    3/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    3/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 10/10/2018

"Good Out-Of-Box product for small, scalable team"

Comments: We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.

Pros: I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.

Cons: There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.

  • Reviewer Source 
  • Reviewed on 10/10/2018
Matthaniel C.
IT Specialist
Restaurants, 501-1,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 21/10/2019

"Great Product for Helpdesk, Task Management and Software Inventory"

Pros: This solution is great for tracking incidents, solutions, problems, etc for company IT departments. It provides an easy to use interface that allows for easy creation of FAQs and a Solutions Database.

Cons: There are some things bulk items that cannot be imported without the use of the API, which is a tiny bit annoying, and some of their python and Ruby API sample code is out of date or no longer maintained.

  • Reviewer Source 
  • Reviewed on 21/10/2019
Brett H.
System Engineer
Retail, 501-1,000 Employees
Used the Software for: 1-5 months
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    3/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 01/10/2019

"Great Cloud Service with Many Features, Expensive for the Full Version"

Comments: Incident, problem, and change management are all extremely easy to set up and begin using due to the cloud-hosted nature of the product. As it is fully web-based, low-level training is not required for techs or users.

Pros: Easy to deploy as it is a cloud-based system. Initial setup requires low effort and detail. Branding is easy to apply, functionality is easy to test out of the gate.

Cons: Information on asset discovery, connections, and scanners feels lacking. Connecting to SCCM via the database has very little information, and after a month of attempts, it is not functional. Support has been a bit slow on response when inquiring regarding this issue, even after purchase.

  • Reviewer Source 
  • Reviewed on 01/10/2019