SolarWinds Service Desk Review 2021: Alternatives, Pricing, Features

Phil Strazzulla, HR Tech Expert
March 15, 2021

SolarWinds Service Desk has one of the widest feature sets in IT service management, complete with a 30 day free trial to ensure you like it before you buy.

What's Inside

SolarWinds Review

SolarWinds Service Desk is an IT service management (ITSM) solution that goes beyond just ticketing and incident management. Besides allowing you to assign, prioritize and escalate tickets collected from different sources, it offers features for self-service, live chat, scheduled reporting, asset management, change management, network discovery, API access, and more.

SolarWinds Customers

Adler Planetarium, The Bloc, DPR Construction, Betfred.

SolarWinds Stats

SolarWinds Resources

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Key SolarWinds Features

  • Ticketing
  • Chat
  • Knowledge base
  • Automatic software inventory updates
  • Benchmarking
  • Configuration management
  • Performance dashboards
  • Employee service portal
  • Incident management 
  • Internationalization and localization
  • Asset management and discovery
  • Change management
  • Procurement tools
  • Release and deployment management
  • Risk management
  • Reporting
  • Sla management
  • Software license management
  • Hardware inventory management
  • Process automation
  • Mobile app

SolarWinds Implementation

SolarWinds Customer Success

SolarWinds Service Desk  has a help center with articles for customers to self-serve. Customers can also submit a support request or call the support team if further help is needed.

SolarWinds Key Integrations

SolarWinds Service Desk integrates with numerous 3rd party software solutions including Google Apps, Jira, Zendesk, Slack, NMAP, LogMeIn Central, TeamViewer, Harvest , GoToAssist, Google Analytics, Dropbox, Microsoft SCCM, Microsoft Azure, VMware vCenter, LogMeIn Rescue, and Amazon Web Services (AWS).

What to be aware of

SolarWinds Pricing

SolarWinds Service Desk offers a tiered pricing model of four plans that can be tested for free for up to 30 days. When billed annually, SolarWinds Service Desk’s plans cost as follows:

  • Team: $19 per agent per month with an additional $0.10 per device per month 
  • Business: $39 per agent per month with an additional $0.30 per device per month
  • Professional: $69 per agent per month with an additional $0.50 per device per month
  • Enterprise: $89 per agent per month with an additional $0.70 per device per month

SolarWinds Alternatives

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Freshdesk

Scalable support solution

HappyFox

Highly customizable

LiveAgent

Affordable and easy to use

Zoho Desk

Great affordable option

SolarWinds

Wide feature set

Jira Service Desk

Big integration marketplace

Kayako

Customer journey features

Spiceworks

Free of charge

Zendesk

Best known support software

JitBit

Set up in seconds