SolarWinds Service Desk
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SolarWinds Service Desk
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4.3 out of 5 stars
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SolarWinds Service Desk Reviews & Product Details - Page 10

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SolarWinds Service Desk Overview

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What is SolarWinds Service Desk?

SolarWinds® Service Desk is an all-in-one service management platform designed to help IT teams (and other departments) deliver reliable, efficient service. It integrates tools for managing incidents, tracking assets, creating custom workflows, and monitoring changes to provide a unified solution that fits seamlessly within the broader SolarWinds ecosystem. With Service Desk, teams can easily manage their daily tasks, focusing on what matters: keeping users and systems running smoothly. Key benefits of SolarWinds Service Desk: Automation: Automate routine tasks and processes with the help of artificial intelligence (AI) and machine learning to reduce human error and free up your team to focus on complex issues while improving their employee experience. Workflows: Build customized workflows to streamline operations, ensuring incidents are managed consistently and efficiently. Generative AI: Use advanced AI to deliver intelligent recommendations, automate responses, and support effective decision-making, reducing time for decisions and resolutions. Runbooks: Access pre-defined procedures for common incidents to speed up resolution times and promote consistency and accuracy across teams. Smart suggestions: Utilize an AI-powered suggestion engine providing end users with recommended knowledge base articles, empowering them to resolve issues independently before creating a ticket and helping reduce agent workloads.

SolarWinds Service Desk Details
Product Website
Discussions
SolarWinds Service Desk Community
Languages Supported
Arabic, Bulgarian, Czech, Danish, German, English, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Italian, Japanese, Georgian, Dutch, Norwegian, Polish, Portuguese, Russian, Albanian, Turkish, Chinese (Simplified), Fijian
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Product Description

SolarWinds Service Desk is an IT and Employee Service Management solution that helps you redefine employee service experiences in seamless, smart, and meaningful ways.

How do you position yourself against your competitors?

SolarWinds Service Desk is a cloud-based IT service management (ITSM) solution that empowers IT to streamline every aspect of service delivery and transform employee service experiences.

Seller Details
Seller
SolarWinds Worldwide LLC
Company Website
Year Founded
1999
HQ Location
Austin, TX
Twitter
@solarwinds
19,962 Twitter followers
LinkedIn® Page
www.linkedin.com
2,713 employees on LinkedIn®
Ownership
NYSE: SWI
Description

SolarWinds provides powerful and affordable IT management software to customers worldwide from Fortune 500 enterprises to small businesses.

ML
Overview Provided by:
Mary Beth Labuda

SolarWinds Service Desk Integrations

(3)
Verified by SolarWinds Service Desk

Recent SolarWinds Service Desk Reviews

Verified User
A
Verified UserMid-Market (51-1000 emp.)
4.5 out of 5
"SWSD works well is very intuitive and offers tight integration with many of our products"
The tool is well thought out and has improved our helpdesk offering. Our technicians have better visibility of tickets and deadlines and the report...
Read more
SE
Steve E.Mid-Market (51-1000 emp.)
3.5 out of 5
"Fully featured helpdesk system"
Very comprehensive, feature rich system. Very reliable and stable system
Read more
Tal M.
TM
Tal M.Small-Business (50 or fewer emp.)
5.0 out of 5
"Great product"
I have been using it for years to collect information and manage endpoints. Works great as it should.
Read more

SolarWinds Service Desk Media

SolarWinds Service Desk Demo - Dashboard
See everything that is happening across your IT organization in one place.
SolarWinds Service Desk Demo - Automations
There are a number of different customization options available.
SolarWinds Service Desk Demo - Reporting
Report on the data that matters to you and your team, when you need it.
SolarWinds Service Desk Demo - Service Catalog
A customizable workflow engine, allowing you to introduce new services or make changes quickly and easily.
SolarWinds Service Desk Demo - Incident Management
Utilizing the incident management queue, you can better prevent the interruption of business processes or other IT services.
SolarWinds Service Desk Demo - Configuration Management Database (CMDB)
Automatically detect, map, and visualize dependencies between configuration items in your IT environment.
Play SolarWinds Service Desk Video
Play SolarWinds Service Desk Video
Play SolarWinds Service Desk Video
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Video Reviews

Review by Jada M.
SolarWinds Service Desk review by Jada M.
Play SolarWinds Service Desk review by Jada M.
Great Product, needs to branch out more
Review by Andrei Z.
SolarWinds Service Desk review by Andrei Z.
Play SolarWinds Service Desk review by Andrei Z.
Smart and easy way to manage Help Desk and inventory
Review by Joseph L.
SolarWinds Service Desk review by Joseph L.
Play SolarWinds Service Desk review by Joseph L.
Go from zero to Helpdesk in no time!
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742 SolarWinds Service Desk Reviews

4.3 out of 5
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742 SolarWinds Service Desk Reviews
4.3 out of 5
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SolarWinds Service Desk Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons
G2 reviews are authentic and verified.
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NR
System administrator
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Review source: G2 invite
Incentivized Review
What do you like best about SolarWinds Service Desk?

Customization layer and options to integrate external API services, email access to share relevant information and applications in the cloud. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

I have no control and stability problems, I like my system. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Service Desk:

User manager and give direct support to user by automatic system. Review collected by and hosted on G2.com.

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

Direct communication and assistance with users by tickets on the website and communication by system.

Automatic information and user management. Review collected by and hosted on G2.com.

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Admin Approval Link
Bill R.
BR
Director of Information Technology
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about SolarWinds Service Desk?

Very thorough inventory process, nice ticketing system, nice email integration Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

Customization could be improved. There are some fixed categories like Incidents/Changes/Releases/etc. that don't directly apply to us that I'd prefer to rename or create my own, but that option is not present. Also, we were sold a tight integration with Dameware that has not been very tight. Review collected by and hosted on G2.com.

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

It's basically given us a great ticketing system and ongoing service record for machines. It's much easier to keep track of problem machines and users and identify which facilities make the most use of our resources. Review collected by and hosted on G2.com.

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Verified User in Machinery
UM
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about SolarWinds Service Desk?

The Solarwinds Dashboard is a handy tool. It allows custom views and the ability to track specific items important to the user Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

The change management component needs to be a bit easier to manage. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Service Desk:

Still yes, but it appears that it was a better managed product under Samanage before Solarwinds took over. Review collected by and hosted on G2.com.

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

We are using Solarwinds Service desk to manage reported incidents which can be converted to problems if an incident goes regional or global. We can also link incidents to Change Managment Review collected by and hosted on G2.com.

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Verified User in Food & Beverages
AF
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
Rating Updated ()
What do you like best about SolarWinds Service Desk?

Intuitive interface, many features, customer service has been very good, price point good. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

Would like more form design features when creating a service catalog item. Different solutions for submitting solutions via email. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Service Desk:

Worth giving this a look. Integrates into other applications. Review collected by and hosted on G2.com.

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

We use Solarwinds for tracking all items/issues which may be required in an audit. Review collected by and hosted on G2.com.

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Admin Approval Link
Verified User in Information Technology and Services
II
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
Rating Updated ()
What do you like best about SolarWinds Service Desk?

Ability to add comments, track tickets, and communicate with user directly in the app. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

Options limited to what is configured, and as a supporter, I am unable to add any myself. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Service Desk:

Make sure it is adequately and correctly patched Review collected by and hosted on G2.com.

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

User help desk requests, common solution database Review collected by and hosted on G2.com.

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Verified User in Education Management
EE
Enterprise(> 1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about SolarWinds Service Desk?

Ease of use, cost for enterprise, cloud-based Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

Doesn't have a large market share yet, though since purchasing Samanage, that has improved. Review collected by and hosted on G2.com.

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

ITIL-compatible service desk. Google authenticated, equipment inventory. Review collected by and hosted on G2.com.

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Helpful?
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Admin Approval Link
AA
Business Systems Analyst I
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Review source: G2 invite
Incentivized Review
What do you like best about SolarWinds Service Desk?

The smooth feel of the help desk module. The efficiency of the asset management module. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

There were no dislikes. The features worked exactly as they should. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Service Desk:

Great Product and easy to set up and use/manage. Review collected by and hosted on G2.com.

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

Asset management was always a problem, but with SolarWinds Service Desk, asset management was simplified and unified in one spot. Review collected by and hosted on G2.com.

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Helpful?
Share
Admin Approval Link
Verified User in Information Technology and Services
UI
Enterprise(> 1000 emp.)
More Options
Validated Reviewer
Review source: G2 invite
Incentivized Review
What do you like best about SolarWinds Service Desk?

Map multiple device alert/alarm and get summary graphical report on email. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

Not yet found anything to share.If found will share. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Service Desk:

It is best product to easily manage all your alert from multiple devices and can monitor through one screen solutions. Review collected by and hosted on G2.com.

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

Mapped all server and devices to monitor alert and trigger automatic service ticket to concern person Review collected by and hosted on G2.com.

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Helpful?
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Admin Approval Link
Verified User in Non-Profit Organization Management
CN
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite
Incentivized Review
What do you like best about SolarWinds Service Desk?

Solarwinds help desk essential is the solid solution of business and has the flexibility to customize and the responsive service and constant improvements. The support team is highly responsive to every need. The array of services provided is excellent and ever-growing. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

Currently, there is no drawback we observed Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Service Desk:

There are excellent products along with great features, great support and also all comes in a bit of money Review collected by and hosted on G2.com.

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

We don't have the help desk application in our environment. The evaluation of the solar wind help desk essentials change the everything Review collected by and hosted on G2.com.

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Helpful?
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Admin Approval Link
Verified User in Higher Education
UH
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Review source: G2 invite
Incentivized Review
What do you like best about SolarWinds Service Desk?

The ability to collect data and allows our organization to track and resolve issues. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Service Desk?

There is not a whole lot that we do not like. But the startup and implementation are challenging. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Service Desk:

I recommend you provide upfront training to end-users. I also recommend you fully develop the strategy in which you will use the system. Review collected by and hosted on G2.com.

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

We can track most re-occurring issues and develop strategies to provide a better experience to our customers. Review collected by and hosted on G2.com.

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