SolarWinds Service Desk

IT Service Desk & Asset Management Software

About SolarWinds Service Desk

SolarWinds Service Desk (formerly Samanage) enables modern organizations worldwide to deliver a superior service experience to their employees. The IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. Through unprecedented agility and scalability, SolarWinds Service Desk gives organizations the ability to rapidly and consistently deliver the services that employees need to get work done.

The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platforms, allowing internal service providers to streamline process improvement and greater productivity. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust IT Service Management (ITSM) solution in just days.

Pricing starting from:

US$19.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of SolarWinds Service Desk

SolarWinds Service Desk is one service desk that can be used by IT and throughout an organization, allowing internal service providers to streamline process improvement and greater productivity. As a fully integrated service management and asset management solution, you dramatically improve visibility, efficiency, and success. Reducing IT costs and saving time, SolarWinds Service Desk compiles service requests, vendor data, purchase orders, warranties, and agreements -- in a single location. Built on a SaaS, multi-tenant platform, SolarWinds Service Desk has the ability to react quickly to changes in the market, to new technologies, and to customers’ needs.

Business size

S M L

Deployment

  • Cloud-based
  • On-premise

Countries available

Australia, Brazil, Canada, China, Germany, United Kingdom, Ireland, Japan, Mexico, United States

Supported Languages

Chinese, English, French, German, Japanese, Korean, Portuguese, Spanish, Traditional Chinese

Pricing starting from:

US$19.00/month

  • Free Version
  • Free Trial
  • Subscription

Images

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Features

Total features of SolarWinds Service Desk: 96

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • CMDB
  • CRM
  • Call Centre Management
  • Categorisation/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Forums
  • Performance Metrics
  • Prioritisation
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Catalogue
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Ticket Management
  • Widgets
  • Workflow Configuration
  • Workflow Management

Alternatives

Zendesk

4.4
#1 Alternative to SolarWinds Service Desk
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Freshservice

4.5
#2 Alternative to SolarWinds Service Desk
Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem,...

JIRA Service Management

4.4
#3 Alternative to SolarWinds Service Desk
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular...

ServiceNow

4.5
#4 Alternative to SolarWinds Service Desk
ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to ...

Reviews

Overall rating

4.6 /5
(529)
Value for Money
4.5/5
Features
4.4/5
Ease of Use
4.6/5
Customer Support
4.7/5

Already have SolarWinds Service Desk?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 529
Krishna
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 5,001-10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

It is simple to implement, administer, and update

Reviewed on 21/05/2022

In my opinion, web-based program solutions are the way of the future, and SolarWinds is right there...

In my opinion, web-based program solutions are the way of the future, and SolarWinds is right there with them. I truly mean it when I say I'd want to switch to SolarWinds because of the ease with which everything can be done from a web browser.

Pros

I like that we can measure time, open rates, add project and task users, and connect files to our projects and tasks. This is a must-have for me in my current position. It's a great way to stay on top of tasks. All task updates are sent to you in real time. Support and asset management use cases are at the bleeding edge of this technology here. An good solution that meets the majority of ITSM criteria is available.

Cons

The task arrangement for submitting new tickets might be a little complicated at times. Most users won't be able to see or realize how much backend setup is required, thus someone has to do it or teach them.

Hossam
Overall rating
  • Industry: Retail
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Hossam's SolarWinds Service Desk Review

Reviewed on 30/08/2021

My overall experience with SolarWinds is very positive, although we have switched to another system...

My overall experience with SolarWinds is very positive, although we have switched to another system due to budget issues, yet i still prefer it.

Pros

SolarWinds Service Desk is easy to use & what i like most about it is its dashboard customization feature, as i can be able to monitor my team's ticket status all day long, without having to look into the tickets of other teams, and being SolarWinds, it gives me the ability to view it in appealing charts, and reporting & notification is well maintained.

Cons

The least i like about it is its cost in relative to other ticketing systems in the market.

Alternatives Considered

Freshservice

Reasons for Switching to SolarWinds Service Desk

Because we are already using SolarWinds Network monitoring tools, so it makes life easier to use the products of the same vendor in terms of integration & ease of use.
Robert
Overall rating
  • Industry: Higher Education
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

SolarWinds in a Medium-Sized Environment

Reviewed on 30/06/2022

Pros

Once the system was setup it provided very detailed information monitoring our network endpoints. The information is very useful.

Cons

The software has become costly for us and the more things you want to do you need to add modules that aren't cheap for a small school.

Santiago
Overall rating
  • Industry: Education Management
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

A review of solarwinds

Reviewed on 09/08/2022

It was my first help desk product and has been one of my favorites sense. Besides controller...

It was my first help desk product and has been one of my favorites sense. Besides controller restrictions and how that can impeded closing a ticket, it worked great and, at its core, was a strong helpdesk product that removed the overbearing micromanagement you might see in other options.

Pros

There is no nonsense involved with this software. A lot of time feels like its lost in options that offer too much customization. You are able to distinctly view what your responsibilities are to your department and work from there.

Cons

Its too simple. It makes for a cluttered looking interface, unfortunately. While this is no major problem, any lack of self-discipline can lead to a very messy ticket queue.

Sarah
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

An excellent tool for service management

Reviewed on 09/06/2022

For the most part, Solarwinds Service Desk is utilized for automating incident generation through...

For the most part, Solarwinds Service Desk is utilized for automating incident generation through integration and reducing the amount of human work required. Custom dashboards make it possible to see the weekly, monthly, and yearly trends in various types of tickets, such as incidents, requests, changes, and issues, and to perform analysis.

Pros

It offers a wide range of functions, such as incident tools and an employee support site. In addition, the user interface is simple and clear. To reassign requests, learn about what happened, and access the information you need is simple. I no longer have to worry about maintaining the backend systems. Instead of getting bogged down in making sure all systems are up-to-date, we can concentrate on our business and providing excellent customer support.

Cons

When a ticket is being updated, the user is not informed that the ticket is in the process of being updated. Moreover, the fact that the search engine does not provide slack binding should be stressed more strongly. During the dynamic page refresh, the page becomes unresponsive.

Showing 5 reviews of 529 Read all reviews

SolarWinds Service Desk FAQs

Below are some frequently asked questions for SolarWinds Service Desk.

SolarWinds Service Desk offers the following pricing plans:

  • Starting from: US$19.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Team - $19 Business - $39 Professional - $69 Enterprise - $89 Pricing is per month, per agent. Contact SolarWinds to request a price quote.

SolarWinds Service Desk has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000

SolarWinds Service Desk supports the following languages:

Chinese, English, French, German, Japanese, Korean, Portuguese, Spanish, Traditional Chinese

SolarWinds Service Desk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

SolarWinds Service Desk integrates with the following applications:

Azure Active Directory, Central, Centrify Identity Service, Chatter, Dropbox Business, Gmail, GoToAssist, GoToAssist, Google Analytics 360, Google Drive, Google Workspace, Harvest, Idaptive, Jamf Connect, Jira, Microsoft Azure, Nmap, Okta, OneLogin, Rescue, Salesforce Sales Cloud, Slack, TeamViewer, Zapier, Zendesk, Zendesk Suite

SolarWinds Service Desk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for SolarWinds Service Desk.