SolarWinds Service Desk in November 2026

91% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

SolarWinds Service Desk

Service Desk Software

4.8 2,565 user ratings

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Overview

Description

SolarWinds Service Desk provides IT teams an easy to use and affordable ITSM solution based on ITIL best practices. SolarWinds Service Desk is a cloud-based, multi-tenant solution for the modern helpdesk. Streamline ticket management and issue resolution with time-saving workflows, ticket routing rules and an AI-powered knowledge base. The platform also enables employee self-service via a service catalog and portal. Read more

Pricing Options

Free Trial Available
Starts at $19.00.

SW Score & Breakdown

91% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

97%
Reviews

77%
Momentum

60%
Popularity

62%

Features

Total Features	20 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Asset Management Manages the entire lifecycle of the assets and equipment Automated Routing It helps in automatically directing queries and data to the appropriate agent. Change Management Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Mobile Access Allows accessing the software and product/service related information from a mobile device Multi-language Support Available in multiple languages to support global customers Problem Management Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions. Reporting (Analytics) Provides insightful reports and important business metrics to track and measure the outcomes and progress. Request Management Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options. Surveys and Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved Walk-up Experience Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service. + 13 More - Show Less
Unique Features	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Technical Details

Organization Types Supported	Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud Mobile - Android Mobile - iOS
Modes of Support	24/7 (Live rep) Business Hours Online
API Support	Available

Reviews & Ratings

User Rating	4.8/5 2,565 user ratings
Rating Distribution	Excellent 84.3% Very Good 12.3% Average 2.1% Poor 0.7% Terrible 0.6%
User Sentiments	Ease of Use, Intuitive Interface, Helpful Customer Support, Comprehensive Asset Management Limited Reporting Functionality, Confusing Service Catalog Setup, Limited Customization Options, Lack of Integrations
Review Summary	Reviewers appreciate the comprehensive features of the service desk software, particularly highlighting its user-friendly interface, customization options, and strong reporting and analytics capabilities. Many users find the software easy to implement and use, with a short learning curve for both administrators and end-users. The automation capabilities are also praised for streamlining workflows and improving efficiency. However, some users have encountered occasional technical issues and glitches, and a few have reported challenges with customer support responsiveness. Overall, reviewers generally agree that the software offers a robust and feature-rich solution for managing and tracking service requests.
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AI-Generated from the text of User Reviews

Pricing

Pricing Options	Free Trial Available Starts at $19.00.
Pricing Plans Monthly Plans Annual Plans	Team $19.00 $19.00 per user / month Business $39.00 $39.00 per user / month Professional $69.00 $69.00 per user / month
	View Detailed Pricing

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