SolarWinds Service Desk Reviews in April 2025: User Ratings, Pros & Cons

New SolarWinds Service Desk User--Super Happy!

What do you like best? The efficiency this has brought to our team is fantastic. Quicker resolution times, customer responses, custom states, categories, forms, this all helps. Updating ticket status, category, assigned user can all be done from the Incident List page. Potential for growth. This is a very scalable software, that we eventually plan on bringing on several other departments to use for requests as well. Hosted product, so this does not take up any server space. ...

Works great for us.

What do you like best? I like how comprehensive it is, that you've got incidents, changes, solutions, etc. all in one package. Support is fantastic. What do you dislike? I wish we had the ability to "nest" Incidents (create parent-child tickets). I also wish we had the ability to connect Incidents to a Problem, and have those Incidents close automatically when the Problem closes. It would also be nice to be able to comment and change status on multiple Incidents at once. ...

My Review

What do you like best? The product is very easy to use. We migrated from a very complex, antiquated, on-premise system. We were able to import the assets a and other items into SWSD. The interface is VERY customizable. We found that creating our custom forms, service catalog and change catalog was a straight forward process. We opted to standup different modules overtime to make the migration easier. What do you dislike? The process to import assets, hardware, and other items can ...

Final Decision Maker

What do you like best? Ease of use. I am not going to fill this box with likes. What do you dislike? No dislikes. Since I do not have any dislikes. Recommendations to others considering the product: just move forward. What problems are you solving with the product? What benefits have you realized? Help Desk Calls for service or incidents.

IT Manager

What do you like best? Ease of deployment and use to our end users. Ease of use for agent/s. On-boarding was through and complete. Users like the styling and availability of the new Service Desk. What do you dislike? Doesn't show when another technician/service desk agent is viewing the same ticket. Deployment of the Solarwinds Discovery Agent does not have a .msi file making it difficult to roll out across a internal network. Recommendations to others considering ...

Oscar Serrano Altamed review

What do you like best? I like the idea of suggestions and tags to certain articles or knowledge base. What do you dislike? Maybe an easier way to create new templates. Recommendations to others considering the product: Possibly integrate with sccm. What problems are you solving with the product? What benefits have you realized? We have not launched yet but we are in the process of designing our service desk.

Its not just about Help Desk Tickets anymore, Get SolarWinds Service Desk to track your inventory!

What do you like best? I really like how easy it is to install, upgrade and manage. We are now taking advantage of the ability to track our assets, along with expiration dates, followed up with notification e-mails! This really is a phenomenal product, and it costs pennies to purchase and maintain! What do you dislike? I really don't have any negative point for this particular product. Solarwinds had taken the time to develop a great tool to assist the help desk function and ...

SolarWinds Service Desk - Just Okay

What do you like best? I like that SolarWinds Service Desk has the ability to host assets, tickets and create profiles for the service desk members, users and external clients. What do you dislike? Solar Winds Service Desk has many annoying things about it. First of all it is usually very slow to load regardless of the speed of your internet connection. Secondly, the search function is not very user-friendly and requires a lot of specialization to find the results you are actually ...

Excellent Service Desk Solution

What do you like best? The ease of use, the clean interface. The entire solution is very easy to get setup yet still has the ability to be complex for those who need it to be. Solarwinds Service Desk has a very intuitive automation system allowing vast control of every aspect of tickets, not to mention the control you can get with API use. By combining the internal automation and using API to setup custom automation through powershell, the system allows to you to control everything ...

Great design and functionality in real time.

What do you like best? Most Helpful: Saas, cloud hosted design, API and asset discovery. What do you dislike? That the approval process for change management is not included automatically in the change a management template. For instance, for each change request I have to create a process. I know there is a change catalog but that seems very convoluted for a simple addition. Recommendations to others considering the product: Great interface. What problems are you ...