SolarWinds Service Desk

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About SolarWinds Service Desk

Deep Dive with Clara AI

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.

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Pricing

Free Trial Available
Starts at $19.00.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.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

60%
Momentum

60%
Popularity

65%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)

Organization Types Supported

All (Small, Medium, Large)

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

SolarWinds Service Desk Features

Show Feature Explanation

Show Missing Features

Service Desk Features

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

97%

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.

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

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

Standard Features

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.

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.

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.

Change Management

Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs.

Mobile Access

Allows accessing the software and product/service related information from a mobile device

Reporting (Analytics)

Provides insightful reports and important business metrics to track and measure the outcomes and progress.

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys and Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Multi-language Support

Available in multiple languages to support global customers

Asset Management

Manages the entire lifecycle of the assets and equipment

Prioritization

Arrange the list of activities, incidents, and tasks based on their relative importance

CMDB

Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle.

Remote Access

Permits users to access applications and files, whether traveling or working remotely away from the office or home network.

SolarWinds Service Desk Pricing

Free Trial

Available

Pricing Options

Premium Plans ( Subscription )

Team $19.00 $19.00 per user / month

$19 per agent per month billed annually, $0.10 per month per device

Features

Unlimited Requestors
Incident Management
Service Portal
Knowledge Base
Support offered via email with Service Desk product experts or full community access to source answers from your peers.

Start Free Trial

Business $39.00 $39.00 per user / month

$39 per agent per month, $0.30 per month per device

Features

Includes features of Team plan, plus
Service Catalog
Change Management
Service Level Agreement (SLA)
Groups
Custom Roles
Internationalization
Real-time, 24/7 live chat support with Service Desk product experts, plus email support and community access

Start Free Trial

Professional $69.00 $69.00 per user / month

$69 per agent per month billed annually, $0.50 per month per device

Features

Includes features of Business plan, plus
Custom Fields and Forms
Advanced Automations
Network Discovery
Contract Management
License Compliance
Scheduled Reports
API Access
Full support from the Service Desk customer success and support team, including email, chat, and phone

Start Free Trial

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Disclaimer: The pricing details were last updated on 12/12/2019 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about SolarWinds Service Desk Pricing

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SolarWinds Service Desk Reviews

User Rating

4.5/5 (Based on 739 Ratings)

Rating Distribution

Excellent
59.9%
Very Good
34.4%
Average
4.6%
Poor
0.7%
Terrible
0.4%

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

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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.