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SolarWinds Service Desk

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A cloud-based and AI-powered IT service management (ITSM) platform.

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SoftwareWorld Editorial Review

Why SoftwareWorld Chooses SolarWinds Service Desk

"IT teams often turn to SolarWinds Service Desk when they need a clear way to handle support requests and track internal issues without things slipping through the cracks. It works well for managing tickets, organizing assets, and keeping communication between teams and employees in one place. IT service management becomes easier to handle day to day. That said, smaller businesses with very basic support needs may find some of the features more than they actually require."
SoftwareWorld Review Team
SoftwareWorld Highly Recommended 2026
Decision Snapshot

SolarWinds Service Desk Evaluation Snapshot

Review the most important product facts, official access information, and SoftwareWorld’s page-level trust standards in one place.

User Rating4.8 / 5
Starting Price$39 / month
Free Trial30 Days
Free VersionNot available
APINot available
DeploymentCloud Hosted
HeadquartersUnited States
✎
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Product Overview

SolarWinds Service Desk Overview

Product description, media, company details, support, training, deployment, customer size, languages, and industries.

About SolarWinds Service Desk

A school district picking IT software isn't usually a dramatic story, but St Peter's Prep Schools chose SolarWinds Service Desk over Spiceworks, Atlassian, and Zendesk specifically to improve resolution times and boost admin and student productivity, which says something about how it holds up against much bigger names in head to head comparisons. 

The platform itself is a cloud based, AI powered ITSM tool built to maximize productivity and speed up resolution with a fast time to value, pricing starting at $39 per month per technician, with unlimited end users included at no extra cost. Incident management leans heavily on AI to do the early legwork, auto identifying likely solutions, monitoring ticket sentiment, and routing issues to the right person automatically, while agents collaborate on tickets in real time across web, email, Teams, Slack, or a mobile app. Asset management ties in directly too, with network scanning that reports on connected devices and full coverage tracking across on premises, cloud, hardware, and software, all linked into a CMDB that maps dependencies so a change to one system doesn't quietly break three others. 

  • SolarWinds AI drafts responses, builds solutions, and summarizes tickets automatically for agents
  • A virtual agent chatbot helps end users find answers before ever opening a ticket
  • Change management includes centralized documentation, approval workflows, and full audit history
  • Enterprise service management extends the same platform to HR, facilities, and other departments beyond IT
It integrates directly with tools like Jira, Slack, Microsoft Teams, and Zendesk, and SolarWinds positions it head to head against ServiceNow, Freshservice, and Ivanti Neurons, aiming at IT teams that want serious ITSM depth without the implementation timeline those bigger platforms usually require.
Company SolarWinds
Founded 1999
Headquarters United States
Employees 1000+

Support

24x7 Support Email Phone Chat Knowledge Base

Training

In-person Live Online Webinar Documentation Videos

Licensing & Deployment

Proprietary Cloud Hosted Web-Based iPhone Android Mac

Typical Customers

Small-Business Midsize-Business Large-Enterprise-Business
Languages Supported 8 languages available
Chinese English French German Japanese Korean Portuguese Spanish
Industries Served 5 industries available
Computer Hardware Education Management Information Technology & Services Managed Service Provider (MSP) Public Sector

Why Choose SolarWinds Service Desk

Problem it Solves

  • Problem it Solves Streamlines IT Service Management And Enhances Customer Support Efficiency

Target Users

  • Target Users IT Support Teams
  • Target Users System Administrators
  • Target Users Help Desk Agents
  • Target Users IT Managers
  • Target Users Service Desk Analysts

Core Use Case

  • Core Use Case Streamline IT Support Processes
  • Core Use Case Automate Ticket Management
  • Core Use Case Enhance Incident Resolution
  • Core Use Case Monitor Service Performance
  • Core Use Case Facilitate Knowledge Sharing

USP

  • USP Streamline IT Support With Intuitive And Efficient Service Management

Pros

  • Pros Ticket routing works well without needing constant manual intervention
  • Pros Asset management ties directly into service requests without extra tools
  • Pros Built-in change management helps IT teams avoid uncoordinated deployments
  • Pros CMDB visibility gives solid context when resolving recurring infrastructure issues
  • Pros Reporting dashboards surface meaningful trends without heavy configuration effort
  • Pros Automations reduce repetitive tier-1 tasks noticeably across busy helpdesks
  • Pros Onboarding takes less time than most comparable enterprise ITSM platforms

Cons

  • Cons Asset management depth requires separate licensing to fully unlock
  • Cons Reporting customization takes patience to get exactly right
  • Cons Pricing climbs noticeably as agent count and features scale
  • Cons Mobile experience feels noticeably lighter than the full desktop version
Editorial Buyer Guidance

Who Is SolarWinds Service Desk Best For?

Review the buyer problem, target users, practical use cases, and product differentiator identified by the SoftwareWorld review team.

Problem It Solves

Streamlines IT Service Management And Enhances Customer Support Efficiency

Target Users

  • IT Support Teams
  • System Administrators
  • Help Desk Agents
  • IT Managers
  • Service Desk Analysts

Core Use Cases

  • Streamline IT Support Processes
  • Automate Ticket Management
  • Enhance Incident Resolution
  • Monitor Service Performance
  • Facilitate Knowledge Sharing

Unique Selling Point

Streamline IT Support With Intuitive And Efficient Service Management

Strengths and Limitations

SolarWinds Service Desk Pros & Cons

Consider the practical advantages and limitations identified through SoftwareWorld's product assessment.

+

Pros

  • Ticket routing works well without needing constant manual intervention
  • Asset management ties directly into service requests without extra tools
  • Built-in change management helps IT teams avoid uncoordinated deployments
  • CMDB visibility gives solid context when resolving recurring infrastructure issues
  • Reporting dashboards surface meaningful trends without heavy configuration effort
  • Automations reduce repetitive tier-1 tasks noticeably across busy helpdesks
  • Onboarding takes less time than most comparable enterprise ITSM platforms
!

Cons

  • Asset management depth requires separate licensing to fully unlock
  • Reporting customization takes patience to get exactly right
  • Pricing climbs noticeably as agent count and features scale
  • Mobile experience feels noticeably lighter than the full desktop version
Category-Based Capabilities

SolarWinds Service Desk Features

Each category combines the selected software category, its category-specific description, and the features assigned to that category.

Inventory Management Software 33 selected features Open category ↗ ⌄
Reorder Management Vendor Managed Inventory Barcode/Ticket Scanning Returns Management Multi-Currency Sales Reports Purchase Order Management Inventory Optimization Inventory Management Real Time Data Multi-Channel Management Cost Tracking Invoice Management Retail Inventory Management Kitting eCommerce Management Customer Database Product Identification Shipping Management Reporting/Analytics Multi-Location Inventory Control Forecasting Warehouse Management Supplier Management Point of Sale (POS) Alerts/Notifications Accounting Integration Status Tracking Order Management Inventory Auditing Inventory Replenishment Artificial Intelligence
Knowledge Management Software 26 selected features Open category ↗ ⌄
Cataloging/Categorization Knowledge Base Management Single Sign On Communication Management SSL Security Text Editing Activity Tracking Social Media Integration Access Controls/Permissions Decision Support Document Management Collaboration Tools Drag & Drop Live Chat Surveys & Feedback Self Service Portal Alerts/Notifications Full Text Search Commenting/Notes Discussions/Forums Tagging Widgets Content Management Content Library Multi-Language Calendar Management
Customer Service Software 25 selected features Open category ↗ ⌄
Performance Metrics Appointment Management Real Time Notifications Customer Segmentation Employee Management Queue Management Virtual Assistant Customer History Call Routing SMS Messaging Email Management Voice Mail Call Center Management Knowledge Base Management Multi-Channel Communication Live Chat Activity Tracking Self Service Portal Alerts/Escalation Auto-Responders Support Ticket Management Engagement Tracking Surveys & Feedback Social Media Integration Contact Management
Help Desk Software 26 selected features Open category ↗ ⌄

SolarWinds Service Desk is a cloud-based, ITIL-aligned help desk for incident, problem, and change management. It offers a self-service portal, knowledge base, and asset management linked directly to tickets. With automated routing and configurable workflows, IT teams get faster resolutions and clear reporting across service operations.

Automated Routing Call Center Management Real-Time Chat Performance Metrics Customer Database Self Service Portal SLA Management CRM Real Time Notifications Multi-Channel Communication Support Ticket Management Surveys & Feedback Document Storage Social Media Integration Alerts/Escalation Prioritization Workflow Configuration Ticket Management Reporting/Analytics Access Controls/Permissions IT Asset Management Email Management Customer History Interaction Tracking Knowledge Base Management Remote Access/Control
ITSM Software 30 selected features Open category ↗ ⌄
Service Catalog Alerts/Escalation Multi-Channel Communication Configuration Management Inventory Management Approval Process Control Contract/License Management Asset Tracking Prioritization Activity Tracking Change Management Knowledge Base Management Self Service Portal Incident Management Alerts/Notifications Chat/Messaging Project Management SLA Management Access Controls/Permissions Problem Management Availability Management Support Ticket Management Surveys & Feedback Help Desk Management Capacity Management Release Management Asset Lifecycle Management Task Management Audit Trail Remote Access & Monitoring
IT Management Software 29 selected features Open category ↗ ⌄

Focused on helping IT teams move beyond reactive support, SolarWinds Service Desk provides a cloud-based IT management solution that brings structure to service operations. With built-in incident, change, and asset management, along with automation and analytics, it supports data-driven decision-making, improved service accountability, and predictable IT operations as complexity increases.

Change Management SLA Management Activity Tracking Knowledge Management Dashboard Audit Management Self Service Portal Patch Management Capacity Management Configuration Management License Management Alerts/Notifications Inventory Management Compliance Management Remote Access/Control Server Monitoring Event Logs Task Management Incident Management SSL Security Audit Trail Access Controls/Permissions Ticket Management Maintenance Scheduling Chat/Messaging Issue Auditing IT Asset Tracking IT Risk Management Network Security
Issue Tracking Software 27 selected features Open category ↗ ⌄
Issue Scheduling Customizable Reports Real Time Notifications Chat/Messaging Help Desk Management Assignment Management Task Management Collaboration Tools Role-Based Permissions Commenting/Notes Ticket Management Alerts/Notifications Projections Multi-Channel Communication Recurring Issues Issue Tracking Knowledge Base Management Email Management Support Ticket Tracking Monitoring Project Management Issue Auditing Prioritization Task Progress Tracking Self Service Portal Surveys & Feedback SLA Management
CMDB Software 19 selected features Open category ↗ ⌄
Change Management Performance Monitoring Contract/License Management Device Auto Discovery API IT Asset Management Data Visualization Impact Management Service Level Agreement (SLA) Management License Management Relationship Mapping Inventory Management Configuration Management Compliance Management Knowledge Base Management Workflow Management Asset Lifecycle Management Prioritization IT Asset Tracking
Incident Management Software 15 selected features Open category ↗ ⌄
Safety Incident Management Investigation Management On Call Scheduling Corrective and Preventive Actions (CAPA) Alerts/Notifications Disaster Recovery Task Management Workflow Management Incident Reporting Audit Trail OSHA Compliance Status Tracking Communications Management IT Incident Management Ticket Management
IT Asset Management Software 16 selected features Open category ↗ ⌄

From procurement and licensing to inventory management and equipment retirement, SolarWinds Service Desk brings advanced IT asset management capabilities together in a unified solution. By linking asset data with service requests and incidents, it improves visibility, simplifies planning, and enables smarter decisions around maintenance, replacement, and overall IT operations.

Contract/License Management Compliance Tracking Cost Tracking Procurement Management Supplier Management Configuration Management Asset Tracking Maintenance Management Reporting/Analytics Audit Management Inventory Management Change Management Requisition Management Support Ticket Management Barcode/Ticket Scanning Alerts/Notifications
IT Service Software 19 selected features Open category ↗ ⌄
Release Management Contract/License Management Knowledge Management Activity Dashboard Self Service Portal Workflow Management Service Catalog Third-Party Integrations Configuration Management Alerts/Notifications Inventory Management Change Management Problem Management Compliance Management Task Management Support Ticket Management Real-Time Monitoring Resource Allocation & Planning Service Request Management
Knowledge Base Software 16 selected features Open category ↗ ⌄
Full Text Search Self Service Portal SEO Management Customizable Branding Feedback Management Reporting/Analytics Rich Text Editor Cataloging/Categorization Multi-Language Customizable Templates Collaboration Tools User Management Drag & Drop Editor Mobile Interface WYSIWYG Editor Knowledge Management
License Management Software 10 selected features Open category ↗ ⌄
Node Management License Tracking License Inventory Configuration Management Product Activation Portable License Trial License Access Controls/Permissions Copy Protection Reporting/Analytics
Procurement Software 18 selected features Open category ↗ ⌄
Receiving Invoice Processing Spend Analysis Spend Control Purchase Order Management Spend Management Contract/License Management Supplier Management Approval Process Control Sourcing Management Fixed Asset Management Inventory Management Vendor Management Quotes/Estimates Requisition Management Cataloging/Categorization Budgeting/Forecasting Inventory Control
Risk Management Software 23 selected features Open category ↗ ⌄
Risk Scoring Audit Management Predictive Analytics Exceptions Management Mobile Access Business Process Control Legal Risk Management Alerts/Notifications Operational Risk Management Compliance Management Corrective and Preventive Actions (CAPA) Internal Controls Management Risk Assessment IT Risk Management Reputational Risk Management Response Management Incident Management Audit Trail Risk Analysis Reporting/Analytics Document Management Document Storage Risk Alerts
Service Desk Software 18 selected features Open category ↗ ⌄

SolarWinds Service Desk offers a cloud-based solution that aligns with the ITIL framework, providing approaches to incident, problem, change and release management. The software provides a wide array of features including a ticketing system to capture and route requests, automation and workflows to automate tasks, and a self-service portal with a knowledge base for problem-solving.

Change Management Incident Management Service Level Agreement (SLA) Management Reporting & Statistics IT Asset Management Remote Access/Control Procurement Management Self Service Portal Prioritization Real-Time Notifications Mobile Access Support Ticket Management CMDB Alerts/Notifications Knowledge Base Management Problem Management Customer Support Analytics
IT Ticketing Systems Software 31 selected features Open category ↗ ⌄
Access Controls/Permissions Activity Dashboard Alerts/Escalation Asset Lifecycle Management Automated Responses Automated Routing Change Management Collaboration Tools Configurable Workflow Customizable Branding Customizable Fields Customizable Forms Customizable Reports Customizable Templates Help Desk Management Incident Management IT Asset Management Knowledge Base Management Macros/Templated Responses Multi-Channel Communication Multi-Language Prioritization Problem Management Release Management Reporting/Analytics Self Service Portal Service Catalog Service Reporting Support Ticket Management Support Ticket Tracking Task Management
Connected Applications

SolarWinds Service Desk Integrations

Integration information is displayed only when approved integration products are available on the profile.

Showing 8 of 12 integrations
Pricing Information

SolarWinds Service Desk Pricing

Pricing type, currency, trial availability, payment frequency, destination links, and package-level starting prices.

Pricing Type Per User
Preferred Currency USD ($)
Free Trial 30 Days
Free Version Not available
Payment Frequency Annual Subscription
Pricing Page ↗ Trial Page ↗
Essentials
$39 Per Month
Advanced
$99 Per Month
Premier
$124 Per Month

Prices shown are profile information and may not include taxes, regional differences, introductory terms, usage limits, or add-ons. Confirm current plans on the vendor website.

Verified User Feedback

SolarWinds Service Desk Reviews

Approved reviews submitted through verified Google or LinkedIn reviewer accounts.

Write a SolarWinds Service Desk Review ↗
4.8
Based on 4 approved reviews
5 stars 88%
4 stars 0%
3 stars 13%
2 stars 0%
1 star 0%
Misty V
Misty V It manager

Ideal Solution for Streamlined Business Management

This software is perfect for my company, and I’m very satisfied with it, with no plans to switch. As an IT services company managing multiple clients, networks, and tenants, it significantly reduces my administrative workload. While the price is higher than some alternatives, the integrations and efficiency it provides make it worth the investment for our business structure.

Reviewed on January, 2024
Misty V
Misty V It manager

Ideal System for Structured Businesses

This tool works perfectly for my company, especially as an IT services firm managing multiple clients, networks, and tenants. It has significantly reduced administrative tasks and improved workflow efficiency. While the price is higher than some alternatives, the integrations and features it offers make it worthwhile for our business structure.

Reviewed on January, 2024
Randy M
Randy M Deployment Engineer

Reliable and Efficient SolarWinds Service Desk

I’ve had a great experience using SolarWinds products, especially their Service Desk. It is highly reliable and efficient, handling issues smoothly. So far, I haven’t encountered any problems, and overall, SolarWinds continues to impress with the quality of its products.

Reviewed on January, 2024
Randy M
Randy M Deployment Engineer

Reliable Service Desk by SolarWinds

SolarWinds Service Desk has been excellent and very dependable. I haven’t faced any issues using it, and it has consistently helped resolve problems efficiently. Overall, SolarWinds products, especially the Service Desk, are reliable and impressive.

Reviewed on January, 2024
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Frequently Asked Questions

SolarWinds Service Desk FAQs

Answers generated from approved profile information, selected options, packages, integrations, support, training, deployment, and devices.

A school district picking IT software isn't usually a dramatic story, but St Peter's Prep Schools chose SolarWinds Service Desk over Spiceworks, Atlassian, and Zendesk specifically to improve resolution times and boost admin and student productivity, which says something about how it holds up against much bigger names in head to head comparisons. 

The platform itself is a cloud based, AI powered ITSM tool built to maximize productivity and speed up resolution with a fast time to value, pricing starting at $39 per month per technician, with unlimited end users included at no extra cost. Incident management leans heavily on AI to do the early legwork, auto identifying likely solutions, monitoring ticket sentiment, and routing issues to the right person automatically, while agents collaborate on tickets in real time across web, email, Teams, Slack, or a mobile app. Asset management ties in directly too, with network scanning that reports on connected devices and full coverage tracking across on premises, cloud, hardware, and software, all linked into a CMDB that maps dependencies so a change to one system doesn't quietly break three others. 

  • SolarWinds AI drafts responses, builds solutions, and summarizes tickets automatically for agents
  • A virtual agent chatbot helps end users find answers before ever opening a ticket
  • Change management includes centralized documentation, approval workflows, and full audit history
  • Enterprise service management extends the same platform to HR, facilities, and other departments beyond IT
It integrates directly with tools like Jira, Slack, Microsoft Teams, and Zendesk, and SolarWinds positions it head to head against ServiceNow, Freshservice, and Ivanti Neurons, aiming at IT teams that want serious ITSM depth without the implementation timeline those bigger platforms usually require.

  • No, SolarWinds Service Desk does not offer a free version.

  • Yes, SolarWinds Service Desk offers a free trial.

  • No, Credit Card details are not required for the SolarWinds Service Desk trial.

  • SolarWinds Service Desk offers the following pricing plans & packages:

    Essentials

    $39 Per Month

    Advanced

    $99 Per Month

    Premier

    $124 Per Month

  • SolarWinds Service Desk supports the following payment frequencies:

    • Annual Subscription

  • No, SolarWinds Service Desk does not offer an API.

  • SolarWinds Service Desk can be integrated with the following applications:

    • ServiceNow , Jira , Microsoft Power BI , Google Workspace , Slack , Splunk Enterprise , Zendesk Suite , Okta , PagerDuty , Microsoft Teams , Zapier , Azure Active Directory External Identities

  • SolarWinds Service Desk offers support with the following options:
    • 24x7 Support , Email , Phone , Chat , Knowledge Base

  • SolarWinds Service Desk offers training with the following options:
    • In-person , Live Online , Webinar , Documentation , Videos

  • SolarWinds Service Desk supports the following languages:
    • Chinese , English , French , German , Japanese , Korean , Portuguese , Spanish

  • Following are the typical users of the SolarWinds Service Desk:
    • Small-Business , Midsize-Business , Large-Enterprise-Business

  • SolarWinds Service Desk supports the following deployment:
    • Cloud Hosted

  • SolarWinds Service Desk supports the following devices and operating systems:
    • Web-Based , iPhone , Android , Mac
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