Solarwinds Service Desk has been a great solution for my IT team!
Updated December 08, 2020

Solarwinds Service Desk has been a great solution for my IT team!

Chris Peters Sr. | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Service Desk (SSD)

Solarwinds Service Desk was my choice for a help desk resolution after a lot of time researching the best fit for our organization. It has proved very useful and helpful. I had gone from having no help desk solution. Solarwinds Service Desk has been a great solution and provided excellent tools for me and my IT team.
  • Easy, multiple means of creating tickets
  • Support is responsive when needed
  • Collects information from the monitoring tool
  • Fast to resolve any technical issues with the site
  • Reports - not very "easy" find it hard to report on items I have created
  • Reports - easier use could use more intuitive UI
  • Reports - fill it is missing what should be standard reports for users, etc.
  • Saved time now having a tool to manage incidents and have tickets
  • Able to focus on solving issues not tracking them
I previously used Sales Logics but have not in quite some time. I decided to purchase and utilize SSD and find it very valuable and beneficial to my organization. It's functions and capabilities have proven to be very useful for my staff and organization. I am about to renew again very soon.
Support has been great when I have had to use it; I have not had to use it much. I have had to use support on a fairly limited bases. They are also really good at making notifications of system wide issues. Support is good but would like a bit faster response from Chat Support.

Do you think SolarWinds Service Desk (SSD) delivers good value for the price?


Are you happy with SolarWinds Service Desk (SSD)'s feature set?


Did SolarWinds Service Desk (SSD) live up to sales and marketing promises?


Did implementation of SolarWinds Service Desk (SSD) go as expected?


Would you buy SolarWinds Service Desk (SSD) again?


Solarwinds Service Desk has been an excellent easy-to-use help desk solution for our organization. I feel that it could be much more robust with the reporting end of it.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management

Using SolarWinds Service Desk (SSD)

3 - I have a small IT department of three people including myself. It however is very beneficial and easy to use. I wanted a SAAS application available from anywhere. Having that in place prior to the work from home / Coronavirus change was very beneficial to have in place. I am glad i Shose SSD
3 - My IT department is only three people, we are the three that utilize and support the system. I do have about 150-200 end users that use the help desk system for creating and responding to tickets. Most users utilize the email function for creating tickets. I would like if they used other means, like the portal.
  • ticketing system
  • knowledge base
  • ease of use
  • tracking vendor work
  • allowing field supervision ability to see tickets
  • software tracking
  • ticket creation and monitoring
  • reporting IT staff time
My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.

Evaluating SolarWinds Service Desk and Competitors

I had evaluated many other possible solutions previous to making my selection of SSD. I found that this was very affordable and fit the needs of our organization. It was a SAAS, which meant I don't need internal hardware or maintenance of hardware. It was also very user friendly and i liked the UI's