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.

Pros

Centralized platform with comprehensive service desk features.
Userfriendly interface with customizable dashboards and reporting.
Robust ITIL change management and asset management capabilities.

Cons

Steep learning curve for new users and complex for basic needs.
Can be costly for small businesses.
Some users reported occasional performance issues and glitches.

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Reviews

Tal M

February 19, 2025 Source: G2.com

Great product

What do you like best about SolarWinds Service Desk?

I have been using it for years to collect information and manage endpoints. Works great as it should.

What do you dislike about SolarWinds Service Desk?

There is nothing I dislike about this service.

What problems is SolarWinds Service Desk solving and how is that benefiting you?

As I said, I'm using it for IT Asset management and tickets system.

Verified User in Translation and Localization

February 19, 2025 Source: G2.com

SWSD works well is very intuitive and offers tight integration with many of our products

What do you like best about SolarWinds Service Desk?

The tool is well thought out and has improved our helpdesk offering. Our technicians have better visibility of tickets and deadlines and the reports provides really useful insights which aids in decisionmaking. The support offered is excellent as well.

What do you dislike about SolarWinds Service Desk?

I think that the asset inventory piece could be better. It needs more customisation routes

What problems is SolarWinds Service Desk solving and how is that benefiting you?

It is helping us to improve our servie desk offering

Aamir S

February 18, 2025 Source: G2.com

Service Desk Tool that is trustworthy and user-friendly

What do you like best about SolarWinds Service Desk?

The setup feature of Service Desk appeals most to me. Coming from a Jira shop, I have found the options in Service Desk to be lots more user friendly and allow for generally better processes throughout the firm. Additionally quite simple to use in your surroundings and start straight out of the box.

What do you dislike about SolarWinds Service Desk?

After ten months or so at Service Desk, I truly cannot name anything I find objectionable. Since we are now a Solar Winds shop all around, I truly enjoy all of their items.

What problems is SolarWinds Service Desk solving and how is that benefiting you?

These days, our ticketing system, PO tracking, and asset management system allow us as IT to help users by resolving problems or forwarding to the relevant teams or groups.

Atul K

December 29, 2024 Source: G2.com

SolarWinds Service Desk for your ITSM needs

What do you like best about SolarWinds Service Desk?

SImplified interface for ITSM processes for incident mgmt, request mgmtt. Easy navigation for end users.

What do you dislike about SolarWinds Service Desk?

Large Enterprises have more needs on features, customizations and third-party integrations in terms of plug-ins. There are limitations.

What problems is SolarWinds Service Desk solving and how is that benefiting you?

Simple and easy to use interface for incident mgmtt and request mgmtt from end users. The ITSM tool required less training for users and support agents, and is quite intuitive.

john g

December 28, 2024 Source: G2.com

So we can save time in this task SolarWinds Service Desk Review form Zoho

What do you like best about SolarWinds Service Desk?

This tool is very customizable , and it has user freindly interface combined with nice functionality.it helps to tailor workflows and processs for the needs in our company ,also it is used to managing our it assets

What do you dislike about SolarWinds Service Desk?

The platform is not cost effective compared to its alternatives

What problems is SolarWinds Service Desk solving and how is that benefiting you?

Reducing manual works by automating via this ,

Maria V

November 19, 2024 Source: G2.com

Help desk and remote support in one place.

What do you like best about SolarWinds Service Desk?

The integration of help desk with remote support is one of my favorite aspects. SolarWinds is really good at being our helping hand to sort out problems. I love that everything is available in one place and we can be sure it will work. Along with easy configuration, SolarWinds helps us with topic.

What do you dislike about SolarWinds Service Desk?

However, using SolarWinds to manage all devices in the network is one of the challenges we face and this may create coverage holes. In the last month's scheduled audit, some inconsistencies in the data from one of our remote data centers were observed. This misalignment has an impact on our ability to analyze server and application traffic accurately, so adding human effort to troubleshoot manually is the result.

What problems is SolarWinds Service Desk solving and how is that benefiting you?

We have solved centralizing device monitoring across our network and data centers. A recent server migration has enabled us to connect, through a single dashboard, to all pre-evaluation metrics in real-time reducing downtime risk. This service reliability keeps our business running and our clients' experiences are minimally affected.

Benji K

November 13, 2024 Source: G2.com

Solar Winds great product

What do you like best about SolarWinds Service Desk?

.A lot of products and features that Solar winds offers

What do you dislike about SolarWinds Service Desk?

Might be hard to pickup all the features that Solar Winds has to offer

What problems is SolarWinds Service Desk solving and how is that benefiting you?

Asset management we now have a way to track all of our desktops and laptops

Marcus I

November 5, 2024 Source: G2.com

Very intuitive ticketing system.

What do you like best about SolarWinds Service Desk?

The platform's user-friendly design was of great value to us during the expansion of our EU office. Now even the accounting pals no longer communicate through e-mails but ticketing systems. Just about two months ago, we had over 200 requests processed and not a single complaint on the submission process. The integration with Dameware RE was also very critical for our hybrid workforce. We are able to manage our remote team's devices on different sites with no hassle now, and the custom created workflow templates guarantee a constant support standard.

What do you dislike about SolarWinds Service Desk?

I wish it offered more advanced automation options, particularly for asset-ticket associations, but asset tracking itself works quite well.

What problems is SolarWinds Service Desk solving and how is that benefiting you?

The switch from spreadsheets to SolarWinds has been a remarkable advantage in respect of our ticket submission rates and resolution times. We have successfully gone from the struggles of our previous such complex system to a quick and solid process that both our IT and employees actually enjoy using.

Kamal H

October 20, 2024 Source: G2.com

Robust tools for service desk

What do you like best about SolarWinds Service Desk?

I like that it has automatic ticket prioritizing by factor that it analyzed and time tracking that has time stamp how long it takes to work on the ticket.

What do you dislike about SolarWinds Service Desk?

Need improvement with accessing service desk features from mobile devices.

What problems is SolarWinds Service Desk solving and how is that benefiting you?

Generate IT incident ticket for every IT problem by users, help desk platform for any problem with IT, and create process workflow to efficiently solve incident ticket.

Andi H

October 16, 2024 Source: G2.com

Intuitive Program

What do you like best about SolarWinds Service Desk?

I love the detail in the inventory aspect!

What do you dislike about SolarWinds Service Desk?

It is a little more complex than I was wanting but that's not always a bad thing.

What problems is SolarWinds Service Desk solving and how is that benefiting you?

It is helping us not only keep better track of our assets, it also helps track our problem areas for quicker resolutions.

SolarWinds Service Desk Reviews

User Rating

Rating Distribution

User Sentiments

Do You Use SolarWinds Service Desk?

Review Summary

Pros

Cons

Tal M

Verified User in Translation and Localization

Aamir S

Atul K

john g

Maria V

Benji K

Marcus I

Kamal H

Andi H

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