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

Top 5 alternatives to SolarWinds Service Desk

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.

Devices

Business size

S M L

Markets

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

Supported Languages

Chinese, English, French, German, Japanese, Korean, Portuguese, Spanish, zh-hant

Pricing starting from:

US$19,00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to SolarWinds Service Desk

Images

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Features

Total features of SolarWinds Service Desk: 94

  • 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 Center 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
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • 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
  • Prioritization
  • 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 Catalog
  • 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
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Freshservice

4,5
#2 Alternative to SolarWinds Service Desk
Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem,...

ServiceNow

4,5
#3 Alternative to SolarWinds Service Desk
ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to ...

ManageEngine ServiceDesk Plus

4,3
#4 Alternative to SolarWinds Service Desk
ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises...

Reviews

Overall rating

4,6 /5
(521)
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.

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Showing 5 reviews of 521
Hossam S.
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 2021/08/30

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.
Dillon K.
Overall rating
  • Industry: Environmental Services
  • Company size: 501-1 000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

Huge Upgrade

Reviewed on 2019/12/04

Overall experience with this product have been great so far. Our employees use this platform more...

Overall experience with this product have been great so far. Our employees use this platform more than our last and they have also been able to find their own solutions more. I really love the support from the customer support a lot. The support is always right on top of any issues and I have experience very quick responses when I do need to contact them. A+ on customer support.

Pros

I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen.

Cons

We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work on one catalog item.

Alternatives Considered

Zendesk

Reasons for Choosing SolarWinds Service Desk

We needed a friendlier GUI with more User integration.

Switched From

KACE

Reasons for Switching to SolarWinds Service Desk

Cost to features were a big plus. We got everything out of the box with Service Desk that we need currently.
Verified Reviewer
Overall rating
  • Industry: Warehousing
  • Company size: 1 001-5 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Good Out-Of-Box product for small, scalable team

Reviewed on 2018/10/10

We were attempting to solve the issue of ticket management in the IT department. While it was a...

We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.

Pros

I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.

Cons

There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.

Pooja K.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Ideal tool for service desk management

Reviewed on 2021/11/14

*Solar wind is one stop for a managed service desk tool.
*IT has numerous feature associated...

*Solar wind is one stop for a managed service desk tool.
*IT has numerous feature associated within, one among is solarwinds network monitoring. Usually organization will have a different tool for network monitoring itself but solarwinds provides access to this future without needing to have different tool.
*Easy to access and multiple means of ticket creation and tracking.

Pros

Network Monitoring and Reporting / analytics re two feature mostly used in our organization.
This tool also helped me log into employees desktop and understand step by step to resolve any particular issue.
Provides way better workflow process and I am sure It may get way bigger.

Cons

Reports could be managed in a better format or structure because there is so much you can do with reports.

Asim M.
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Excellent ITSM tool

Reviewed on 2020/10/19

Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best...

Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.

Pros

Ease of use and customisation. Customer services

Cons

Reporting is limited. Even customisation in reporting is limited

Alternatives Considered

ServiceNow, ConnectWise Control and Zendesk

Reasons for Choosing SolarWinds Service Desk

Price and lack of ITIL support

Switched From

Jira

Reasons for Switching to SolarWinds Service Desk

Price, Ease of use and customisation, Customer services
Showing 5 reviews of 521 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+

SolarWinds Service Desk supports the following languages:

Chinese, English, French, German, Japanese, Korean, Portuguese, Spanish, zh-hant

SolarWinds Service Desk supports the following devices:

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

SolarWinds Service Desk integrates with the following applications:

Azure Active Directory, Centrify Identity Service, Chatter, Dropbox Business, Gmail, GoToAssist, GoToAssist, Google Analytics, Google Drive, Google Workspace, Harvest, Idaptive, Jamf Connect, Jira, LogMeIn Central, LogMeIn Rescue, Microsoft Azure, Nmap, Okta, OneLogin, 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.