SolarWinds Service Desk Review - why 5 stars?

SolarWinds Review
ITQlick Score: 94/100
ITQlick Rating:
Pricing: 4.2/10 - average cost
Category: Help Desk -> SolarWinds Service Desk review
Ranking:Ranked 2 out of 210 Help Desk systems
Company: Samanage
Pricing: starts at $19 per technician/month
Typical customers: Start up, Small business, Medium business, Large business
Platforms: Desktop, Mobile, Cloud
Links: SolarWinds Service Desk pricing, SolarWinds Service Desk alternatives
Shlomi LaviShlomi Lavi / updated: Dec 11, 2022

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What is SolarWinds Service Desk?

SolarWinds has a cloud-based VoIP & network quality manager software designed for deep critical call QoS metrics and WAN performance insights. The software comes with features such as:
  • Wan Monitoring: SolarWinds helps end-users automatically configure IP SLA operations and simulate traffic data to test the network.
  • VoIP Quality Monitoring: With this feature, end-users can monitor VoIP call QoS metrics, correlate call issues with WAN performance, and search, filter, and display CDRs.
  • IP SLA Monitoring and Management: This feature enables a proactive measure in terms of troubleshooting. End-users can monitor and manage site-specific and WAN-related network performance.
  • Network Jitter Monitoring: End-users can quickly check jitter levels and uncover what could be affecting VoIP call quality.
  • Cisco Call Manager Support: Network administrators can monitor critical events generated for CallManager VoIP statistics. It also provides details needed for complete VoIP troubleshooting using CallManager statistics.
SolarWinds is a VoIP & network quality manager that started in 1999. The company is headquartered in Austin, Texas, United States. The company has a workforce of 2,300+ employees worldwide.

Who is it best for?

SolarWinds is ideal for all sizes of businesses that need to organize their IT assets and operations. This software is most helpful in small businesses because it cuts the costs that will be incurred along the way, thus adding to their revenues. It can be used on various industries, though it would be most helpful for those in the field of technology, retail and software. Some of its clients are IDC, Groupon, Ricoh, Tenaska and Everton.

Main features and functionalities

SolarWinds has very useful and user-friendly features to help enterprises manage their IT operations. The IT Asset Management feature aids the organization in observing its assets and controlling them so that each asset is managed to its fullest potential. The Problems and Changes feature allows the business to formulate guidelines and strategies to be executed through the organization. Risk Detection will help identify both hardware and software for potential risks that may harm the enterprise’s system. Mobile Access allows users to still be in the loop even when they are out and about with the use of tablets and smart phones. The Self-Service Portal allows independent problem solving.

What is the actual cost?

SolarWinds offers two licensing options: subscription license and perpetual license. The License starts at $19 Per month, per technician, supports unlimited users. (USD) $0.10/month per device.

ITQlick pricing score is 4.2 out of 10 (10 is most expensive). Access ITQlick pricing guide for SolarWinds Service Desk. You can also find here pricing information from SolarWinds Service Desk's website.


  • SolarWinds offers the dashboard customization feature
  • The software gives end-users optimal reports and notifications
  • The software API is easy to integrate
  • Samanage Help Desk comes with a straightforward interface, making it easy to understand and use
  • Automated processes such as license tracking and asset identification lessen workload and simplify procedures
  • Samanage has recently launched support for 42 languages
  • The vendor offers integration with many of the leading Single-sign-on solutions like OneLogin, Okta, Centrify and Google Apps


  • SolarWinds is lacking in ticket automation
  • The cost may be high for start-up businesses as there are other applications that offer cheaper pricing plans
  • SAManage Help Desk does not integrate with other social media sites like Twitter, Facebook and LinkedIn, which clients often use

How it stacks up?

Access a head to head analysis of SolarWinds Service Desk vs alternative software solutions.
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$19 per technician/month
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Zoho Des...
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$39 per seat/month

Frequently Asked Questions (FAQs)

Is it the best Help Desk system?

SolarWinds Service Desk is ranked 2 out of 210 software in their category (Help Desk systems).

How they are rated on ITQlick?

The rating of SolarWinds Service Desk is 5 stars out of 5 and the total score is 94 out of 100. The rating score is based on our unbiased data-based algo. Learn more - rating methodology page.

Is it an easy to use Software?

Yes, SolarWinds Service Desk makes it fairly easy to use. This product is user friendly and intuitive.

Is it cloud-based?

Yes, they offer cloud based hosting, which means IT resources are retrieved through web-based tools and applications and you don't need to buy servers and additional hardware equipment.

Can it be used on mobile?

Yes, you can access SolarWinds Service Desk on your mobile/smart phone.

Differences between SolarWinds Service Desk and alternatives?

The most popular alternatives to SolarWinds Service Desk in 2023: Freshdesk, Zendesk, Zoho Desk, FuseDesk, Desk-com. Access the complete competitors analysis here - SolarWinds Service Desk VS Help Desk Software alternatives.

Is SolarWinds Service Desk right for you or your business?

SolarWinds is a VoIP system designed to provide simple, powerful, and secure solutions for organizations worldwide. SolarWinds gives its customers the power to accelerate business transformations in today hybrid IT environments.

List of categories

Billing & Invoicing
Document Management
Banking CRM
Customer Loyalty
Feedback Management
Healthcare CRM
Help Desk
Online Community
Self-Service Portal
Small Business CRM
Survey Software
Ticket Management

List of features

Asset Management
Billing and Invoicing
Change Management
Contract Management
Customer Survey
Email Integration
Incident / Request Management
ITIL Compliant
Knowledge Base/FAQ
LDAP/Active Directory Synchronization
Mobile Integration
Multi-Site Support
Remote Control Access

Auditor - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.