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

SolarWinds Service Desk

What do you like best? Ease of use and easy to onboard the team What do you dislike? Limited ability to add new custom fields What problems are you solving with the product? What benefits have you realized? easier management of assets. Far less new equipment being ordered and money savings

Great Tool - Confusing Purchasing Process

What do you like best? My organization started our SolarWinds trial the day before we received Work From Home orders. Throughout the insanity, SolarWinds extended our trial significantly to allow us to deal with COVID while still testing the Service Desk product. What do you dislike? I wish they were more forthcoming about the pricing structure. A lot of clarification was requested in terms of what features were included in each package, and what each package cost. The purchasing ...

SolarWinds is the Service Desk of the future

What do you like best? Simple setup and high degree of customization What do you dislike? More robust capabilities on the reporting side Recommendations to others considering the product: Excellent Product that can be easily scaled to your specific needs. What problems are you solving with the product? What benefits have you realized? Work flow, Task Assignment but most importantly building a knowledge base for users to access on their own.

SolarWind Review by Silvia B.

What do you like best? The most helpful for me is Asset tracking. Also, the easy set up for service desk incidents. What do you dislike? Confusing reports, creating reports, asset tracking. Recommendations to others considering the product: The best service desk system ever. What problems are you solving with the product? What benefits have you realized? We solve all service tickets through SolarWinds.

Feature-rich product with great support

What do you like best? Automation capabilities that are easy to configure and understand What do you dislike? The added cost for asset management with the per device-per month price going up with each service desk tier Recommendations to others considering the product: Highly recommend it for companies that can give it the time it deserves to configure it in a way that optimizes the product for your company. What problems are you solving with the product? What benefits ...

A solid ITSM solution that is continually improving

What do you like best? SolarWinds is very responsive to users, particularly through their Customer Advisory Board What do you dislike? The non-Incident modules (Changes, CMDB, Releases, Problems) need improvement What problems are you solving with the product? What benefits have you realized? Strong reporting options, useful dashboards, and custom incident views are helping our IT team stay on top of our SLAs

A Service Desk to be proud of

What do you like best? Solarwinds Service Desk is a very powerful and customizable product. It has everything you need to manage your users issues and requests. It can also help manage all of your hardware and software assets. What do you dislike? Implementation can be a little overwhelming. You need to make sure you have a good team to do the implementation and drive the roll-out forward. What problems are you solving with the product? What benefits have you realized? ...

Comprehensive and elegant software platform.

What do you like best? Most features are relevant for our daily usage. What do you dislike? Sensible feature requests often being placed in the queue of low priority. Also, lacked customization flexibility for the non-core features. What problems are you solving with the product? What benefits have you realized? Almost all the features are useful.

AWESOME service desk tool!

What do you like best? really simple to use for both agents and end-users, it has completely changed the way we work in the business and our efficiency rate compared to our old helpdesk products is unbelievable! we've been able to communicate and help our end users without any major issues during this lockdown of covid-19 and if we still had our old ticketing system, we would have failed miserably, have SolarWinds service has been a massive blessing in disguise in some ways and has been ...

Great ServiceDesk

What do you like best? I like how easy it is to navigate and how we can customize reports to best suit our needs. We are also digging deeper into the inventory tracking and I'm excited to see what it has to offer. The reports that we export are also extremely helpful. We are able to see what person specializes most in what type of ticket. We also have split out the level of tickets so that our more advanced team members can tackle them and the newer team members aren't overwhelmed. I ...