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Help Desk Software
SolarWinds Service Desk reviews and summary
SolarWinds Service Desk is a cloud-based IT help desk solution designed to improve service delivery efficiency. It utilizes smart ticket routing, automated workflows, and integrated asset management to reduce resolution times and costs. Enhanced by an AI-powered knowledge base, it empowers employees to resolve issues quickly. The platform boasts rapid setup and integrates seamlessly with over 200 cloud applications, making it adaptable to various business environments. This software is ideal for IT departments and service desks across organizations of all sizes, particularly those seeking to reduce ticket costs and resolution times. It is well-suited for businesses wanting an intuitive, quickly deployable solution that integrates with a wide ecosyste...
Best for
This software is ideal for IT departments and service desks across organizations of all sizes, particularly those seeking to reduce ticket costs and resolution times. It is well-suited for businesses wanting an intuitive, quickly deployable solution that integrates with a wide ecosystem of existing cloud tools.
Starting price
$19.00 Per-Month
Category
Help Desk Software
Vendor
SolarWinds
Key takeaways
Our verdict
SolarWinds Service Desk is a powerful, user-friendly ITSM solution with strong automation and integration capabilities. Its focus on measurable efficiency gains and fast deployment makes it a compelling option for modern IT service teams.
Quick facts
SolarWinds Service Desk at a glance
Overall rating
4.6/5
Reviews
520
Starting price
$19.00 Per-Month
Vendor
SolarWinds
Founded
1999
Location
United States
Category
Help Desk Software
Ratings
SolarWinds Service Desk ratings
Ratings in this section summarize available rating data. Software reviews are shown separately when users submit reviews.
Decision notes
SolarWinds Service Desk pros and cons
Potential strengths
- SolarWinds Service Desk is focused on IT help desk work, with ticket routing, automated workflows, and integrated asset management in the product profile.
- The knowledge base angle may help teams reduce repeat questions if employees can find clear answers before opening tickets.
- Broad platform listings cover web access, Mac, Windows, Linux desktops, and mobile access for Android, iPhone, and iPad.
- Support and training listings are extensive, including help desk, phone, chat, live representative support, live online training, webinars, documentation, and videos.
Points to verify
- Build sample queues, categories, routing rules, and escalation paths before judging fit.
- Check how asset records connect to tickets so technicians can see useful device or software information at the right time.
- Review knowledge base publishing and maintenance, since stale help articles can weaken self-service quickly.
- Confirm the cloud applications your IT team needs to connect and who owns integration setup.
Buyer fit
Who uses SolarWinds Service Desk?
This software is ideal for IT departments and service desks across organizations of all sizes, particularly those seeking to reduce ticket costs and resolution times. It is well-suited for businesses wanting an intuitive, quickly deployable solution that integrates with a wide ecosystem of existing cloud tools.
Feature research
SolarWinds Service Desk features
These are common features buyers compare in Help Desk Software. Product-specific availability should be confirmed with the vendor.
Escalation Alerts
Automated alerts designed to flag tickets that require immediate priority escalation.
Intelligent Ticket Routing
System-driven assignment of support tickets to relevant personnel based on custom criteria.
Contact Center Administration
Comprehensive oversight of all telephony operations including recording and transferring.
White-Label Branding
Modify the software interface with corporate logos and color schemes for a branded experience.
Centralized Document Repository
Keep documents in a unified repository to ensure streamlined accessibility.
Email System Integration
Sync with major email providers like Outlook, Gmail, and Yahoo for streamlined communication.
ITAM (IT Asset Management)
Maintain an inventory of hardware and software assets while monitoring configuration changes.
Help Center Management
Maintain a central library of help articles and organizational knowledge.
Pre-defined Support Responses
Utilizes templated responses for efficient handling of common support inquiries.
Omnichannel Communication
Unified support across various communication channels, including email, social media, and chat.
Network Health Monitoring
Monitor server performance and network health while providing accessible status data.
Instant Messaging
Facilitate immediate, live text-based communication between users or customers.
Pricing
SolarWinds Service Desk pricing
Starting price
$19.00 Per-Month
Visit Website
Pricing model: Per Feature
Pricing can change. Confirm current plans and terms with the vendor.
Compare
SolarWinds Service Desk alternatives
Compare SolarWinds Service Desk with other Help Desk Software tools that buyers often evaluate.
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ManageEngine ServiceDesk Plus by ManageEngine
ManageEngine ServiceDesk Plus suits IT teams that want a single system for ticket handling and asset control in one place, with an option for cloud or on-prem deployment depending...
Kayako by Aurea
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Gist by ConvertFox Global
Gist brings marketing, sales, and support conversations into one web-based workspace, which can help smaller teams reduce tool switching while they test whether its all-in-one appr...
Teamwork Desk by Teamwork.com
Teamwork Desk is a help desk option for teams that need customer emails and support requests in one ticket queue. It is worth checking if a shared inbox is starting to hide ownersh...
Software reviews
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FAQ
SolarWinds Service Desk FAQs
SolarWinds Service Desk is used for IT help desk and service desk work. It helps teams manage tickets, route requests, automate workflows, track assets, and support employee self-service through a knowledge base.
It may fit IT departments and service desks that want a cloud help desk system with automation, routing, asset management, and support for internal requesters.
Yes. Integrated asset management is part of the product profile. Buyers should test how asset details appear in tickets and how asset records stay current.
Yes. The profile mentions a knowledge base that can help employees solve problems. Buyers should review article creation, approval, search, and upkeep before relying on self-service.
The profile lists cloud and web-based access, Mac, Windows, and Linux desktop support, plus mobile access for Android, iPhone, and iPad.
Test ticket intake, routing, escalation, technician handoffs, asset lookup, knowledge base search, and reporting with the same service categories your IT team handles every week.
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