What users are saying about
77 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
139 Ratings
77 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100

SolarWinds Service Desk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
139 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Likelihood to Recommend

Autotask PSA

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe | TrustRadius Reviewer

SolarWinds Service Desk

Solarwinds Service Desk strikes a good balance between cost and features. If you're an organization without any tools for incident management, process workflows, or vendor management, then Solarwinds Service Desk will be a huge improvement. Service Desk has more features than other products in the same tier. We compared Solarwinds Service Desk to Zendesk but found that Zendesk was missing key capabilities.For larger organizations or organizations with more sophisticated project management, dashboard, incident management, asset tracking needs... as well as larger budgets... something like ServiceNow or TeamDynamix would be a better choice. The key takeaway for Solarwinds Service Desk is that it has many features at a fraction of the cost of the big players in this space. It won't be as customizable as the more expensive models but it will help you mature your ITSM and help with organization wide process improvement.
Kevin Staton | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
7.6
SolarWinds Service Desk
7.4
Organize and prioritize service tickets
Autotask PSA
9.2
SolarWinds Service Desk
8.9
Expert directory
Autotask PSA
7.6
SolarWinds Service Desk
6.9
Service restoration
Autotask PSA
5.7
SolarWinds Service Desk
6.5
Self-service tools
Autotask PSA
7.3
SolarWinds Service Desk
7.5
Subscription-based notifications
Autotask PSA
7.9
SolarWinds Service Desk
7.9
ITSM collaboration and documentation
Autotask PSA
7.8
SolarWinds Service Desk
8.0
ITSM reports and dashboards
Autotask PSA
8.0
SolarWinds Service Desk
6.5

ITSM asset management

Autotask PSA
7.8
SolarWinds Service Desk
7.0
Configuration mangement
Autotask PSA
7.8
SolarWinds Service Desk
7.1
Asset management dashboard
Autotask PSA
8.0
SolarWinds Service Desk
7.0
Policy and contract enforcement
Autotask PSA
7.6
SolarWinds Service Desk
6.9

Change management

Autotask PSA
7.9
SolarWinds Service Desk
7.7
Change requests repository
Autotask PSA
8.1
SolarWinds Service Desk
8.3
Change calendar
Autotask PSA
7.6
SolarWinds Service Desk
7.1
Service-level management
Autotask PSA
8.2
SolarWinds Service Desk
7.6

Pros

Autotask PSA

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis | TrustRadius Reviewer

SolarWinds Service Desk

  • Helpdesk Incident ticketing - Solarwinds does an excellent job of incident tracking and enables you to fold those incidents into Problems and then use effective change management when called for. It provides a full ITIL management package.
  • Inventory Tracking and Management - It has a really nice, complete package for Hardware and Software management. The agent is pretty light and data is encrypted.
  • Change Management and Approval Workflows - There's a really nice module here. Allows you to attach an Incident ticket or multiple incidents as a Problem. Lets you manage changes to systems, services, etc. and get approvals from the appropriate stakeholders while providing an audit trail for everything.
Steve Taylor | TrustRadius Reviewer

Cons

Autotask PSA

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

  • Development timelines are not clearly communicated. It's hard to know if/when a request will be implemented.
  • Awaiting input tickets with responses from users don't automatically go back to in progress.
  • Not as much fine-grained configurability of options as you'll see in the larger enterprise systems. If it fits your needs, it's great, but if it doesn't, it can be a bit inflexible. It's important to trial it out first and have a list of your non-negotiables before you buy.
Ryan Lemaster | TrustRadius Reviewer

Likelihood to Renew

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 4 answers
We strongly wish to renew and continue to use Solarwinds Service Desk. We've spent almost a year learning the ins and outs of the system and have gotten used to it. The only thing that may keep us from renewing would be executives. If they decide they want a new system (for whatever reason), we will likely explore other options.
Treyce Miller | TrustRadius Reviewer

Usability

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 7.6
Based on 5 answers
It is very easy to create tickets and assign them to one of my employees to take care of. Some recent changes have been made to the interface when creating new tickets and it is now less intuitive on where you add tags for the ticket. I wish that previously used tags became an option to select or got automatically added as sub categories to my created categories. Overall though it is very easy to use and I am thankful we have it.
Connie Inman | TrustRadius Reviewer

Reliability and Availability

Autotask PSA

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 6.8
Based on 6 answers
For the most part the availability is fine. However, every now and then we have an issue where the system is very slow to respond. It can go from 2-5 seconds to load a page to 15-20 seconds to load a page. That doesn't seem like much. But, when you spend most of your day in the system, those extra seconds add up.
Treyce Miller | TrustRadius Reviewer

Performance

Autotask PSA

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 7.7
Based on 3 answers
We don't integrate Solarwinds with any other software or system so I can't comment on that, but the few times there has been an outage for SolarWinds/Samanage the notification has come quickly that there is an outage and they're working on it. Overall though everything loads quickly and it is very reliable
Connie Inman | TrustRadius Reviewer

Support Rating

Autotask PSA

Autotask PSA 8.7
Based on 4 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 7.9
Based on 82 answers
Solarwinds offers a chat feature on the website and usually someone is there answering my concern within 5-15 mins at the longest. I have done the email support as well and I always receive a response, same business day. Support staff have always been very knowledgeable and have resolved my issue/concern first contact.
Allan Eisenhauer | TrustRadius Reviewer

Online Training

Autotask PSA

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 2 answers
When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
Connie Inman | TrustRadius Reviewer

Implementation Rating

Autotask PSA

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 7.7
Based on 2 answers
The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
Treyce Miller | TrustRadius Reviewer

Alternatives Considered

Autotask PSA

Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software.
Ben Nichols | TrustRadius Reviewer

SolarWinds Service Desk

Above all, the Samanage Sales rep provided me with everything I need, which in comparison to the others made a huge difference at the end. ServiceNow is too expensive, and the sales rep quickly put me out of their target. JIRA Service Desk didn't provide clear information about their product and I felt they didn't give me enough attention in my evaluation process.
Sebastian Pereira | TrustRadius Reviewer

Scalability

Autotask PSA

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 7.7
Based on 3 answers
The amount of customization that can be done in this software allows for almost unlimited scalability. I do not know specifically how to do it, but support did tell us that we could create rules and functions for particular users allowing for separation of departments within the Solarwinds Service Desk software.
Treyce Miller | TrustRadius Reviewer

Return on Investment

Autotask PSA

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams | TrustRadius Reviewer

SolarWinds Service Desk

  • Allows us to track costs of our incidents, changes, and services.
  • We can easily analyze performance and efficiency of our resources.
  • Allows for reporting of costs of subscription services and purchase orders, which can be attached to each incident, request, or inventory item.
Matthaniel Cowell | TrustRadius Reviewer

Screenshots

Autotask PSA

Pricing Details

Autotask PSA

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SolarWinds Service Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Autotask PSA
8.3
SolarWinds Service Desk
8.1

Likelihood to Renew

Autotask PSA
9.0
SolarWinds Service Desk
8.2

Usability

Autotask PSA
9.0
SolarWinds Service Desk
7.6

Reliability and Availability

Autotask PSA
SolarWinds Service Desk
6.8

Performance

Autotask PSA
SolarWinds Service Desk
7.7

Support Rating

Autotask PSA
8.7
SolarWinds Service Desk
7.9

Online Training

Autotask PSA
SolarWinds Service Desk
8.2

Implementation Rating

Autotask PSA
SolarWinds Service Desk
7.7

Scalability

Autotask PSA
SolarWinds Service Desk
7.7

Add comparison