A Must Get: Solarwinds Service Desk
Updated December 08, 2020

A Must Get: Solarwinds Service Desk

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Service Desk (SSD)

SolarWinds service desktop is currently used in the IT, HR and Maintenance Departments. IT uses the software for help tickets, inventory control, purchasing, change control, equipment warranty tracking, licensing control, user knowledge base, on-Boarding and off-boarding employees, reporting and program maintenance. Basically, IT uses most, if not all, of its functions. HR and Maintenance use Solarwinds for mainly help tickets. We were able to combine all of our needs into 1 program, saving us tremendous time and money.
  • Customer Support is one of the best I have seen, friendly educated and always willing to help you fix your issue.
  • Customization. This is another very important quality Solar Winds has. From customizing reports, change control templates, user interface, inventory and many more areas.
  • Reliability: SolarWinds has strong performance and we rarely have outages.
  • Price: All-in-one package.
  • Be able to produce barcodes with custom info regarding inventory.
  • We have saved time and money having all the tools together in 1 program.
  • Easier to keep track of inventory.
  • The user knowledge base saves Help Desk Time by proving user's solutions to fix issues.
We had Spiceworks and we were limited by functionality, customer service, and program updates. We selected SolarWinds Service Desk because the software had all the functions that we needed in 1 program. We had several meet and greets and demos with their sales team. The way they listen to their customer's needs you can not beat. The company is always striving to help make the software user-friendly and efficient.
You have several ways to contact support. Ticket, chat, email, or phone. All options are easy to find when you need them. Once connected, they go above and beyond to help get your issue resolved with linked videos, and they even will help you remotely. They also have an amazing customer knowledge base, which includes video instructions.

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?


You might not want SolarWinds Service Desk if you are only interested in providing HelpDesk tickets. This software has endless capabilities.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
Expert directory
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


Yes -  Spiceworks was our previous program. We switched because SSD is a all in one help desk management solution. Inventory, Help desk tickets, users, software and change control just to name a few.
  • Product Features
  • Product Usability
We wanted a program that would grow with us. SSD definitely has been doing that. They are making improvements and changes based on customer needs. Not to many companies around today do that.

Using SolarWinds Service Desk (SSD)

350 - Sales, IT, Production, HR, Maintenance.. Our whole business uses it
1 - I am in IT. SSD is one of the best at helping learn the software. They have a internal knowledge base and training to help you learn the program. Support is a big help as well
  • Help Desk Tickets
  • Inventory Control
  • User management
  • Change Control
  • Purchase orders
  • Maintenance
  • HR department
  • Sales
  • inventory scanning
We already have

Evaluating SolarWinds Service Desk and Competitors

We would not change a thing

SolarWinds Service Desk Implementation

Very easy and fast, SSD support was with us all the way
Change management was minimal

SolarWinds Service Desk Training

SolarWinds Service Desk Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
They always supply exceptional support. My questions are always answered very fast

Using SolarWinds Service Desk

Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Entering tickets
  • Entering Purchase orders
  • Entering users
SSD is very easy to use. If you have any questions, Support is the best at helping you and guiding you in the right direction
Yes - It works very well. I am on call 24/7. I find myself using it a lot. The app is very easy to use

SolarWinds Service Desk Reliability

Simple to deploy
Always there when we need it. If there is an outage, it is fixed very fast
Software performance is spot on.