SolarWinds Service Desk Expert Review, Pricing, Alternatives - 2022

Huda Idris
Technical writer, HR software advisor, and marketing strategist
May 16, 2022
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SolarWinds Versus the competition

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.

Pros
Cons

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.

Who shouldn't buy SolarWinds

SolarWinds Customers

Adler Planetarium, The Bloc, DPR Construction, Betfred.

SolarWinds Stats

SolarWinds Key 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 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).

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
Motivosity Recognize
Motivosity Recognize
Motivosity Lead
Motivosity Listen
Free
$5 per person per month
$6.50 per person per month
$2 per person per month

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.

About SolarWinds

SolarWinds Alternatives

Zendesk is arguably the most well-known customer support software available today. Among its features are integrated surveys to measure customer satisfaction and analytics dashboards to monitor your team’s performance.
Freshdesk is a scalable solution for companies of any size. It packs strong features, including one for gamification to encourage agents to improve their output.
Like most products within the Freshworks Inc. family, Freshservice is a robust, comprehensive, and easy-to-use product with a very intuitive interface.
ServiceDesk Plus is a very comprehensive ITSM solution that’s trusted by some of the thousands of businesses, including 9/10 of Fortune 100 companies.
JitBit is a provider of both self-hosted and cloud-based help desk ticketing solutions that are feature-rich, easy to use and very friendly to third-party integrations.
LiveAgent is a simple customer support solution. Their native live chat is easily accessible via a widget that integrates smoothly with your websites and apps, allowing you to connect with customers instantaneously.
Zoho is a provider of all sorts of business solutions that are affordable yet on par with the market’s leading offerings. Zoho Projects exemplifies this, being a feature-rich project management product that’s robust, intuitive, and budget friendly.
OneDesk helps small businesses improve the way they handle daily customer support and project management processes. The platform is affordable and easy to use with little to no training required.
Vision Helpdesk’s support solutions are offered over several pricing tiers and different deployment option, covering the diverse needs of companies large and small.
ProProf covers most of what you’d expect from a help desk at a price point that’s quite competitive. Not only that, but their fixed plans can be tried for free for up to 15 days - no credit card required, with a 15-day money-back guarantee upon signup.
Created by Atlassian, Jira Service Management is a fantastic customer service solution with thousands of integrations, ensuring it can fit well in any tech stack.
Geared mostly towards medium and large companies, HappyFox is a customer support solution that's highly customizable, easy to use and quick to set.
With standout features such as customer journeys and collaboration, Kayako is a great choice for companies of all sizes to gain better context about customers.
Spiceworks is perhaps the only vendor in this space to offer both cloud-based and on-premise versions of their help desk ticketing system, completely free of charge.
Listed in our research about the Top IT Help Desk Ticketing Systems
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