SolarWinds Service Desk Review - why 5 stars?

SolarWinds Review
ITQlick Score: 94/100
ITQlick Rating: (5/5)
Pricing: 4.2/10 - average cost
Category: Help Desk -> SolarWinds Service Desk
Ranking:Ranked 1 out of 209 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: Mar 23, 2022

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What is SolarWinds Service Desk and its features?

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.

What is SolarWinds Service Desk rating?

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.

Who uses SolarWinds Service Desk?

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.

Is it easy to use?

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

Is SolarWinds Service Desk 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.

Is SolarWinds Service Desk the best Help Desk system?

SolarWinds Service Desk is ranked 1 out of 209 software in their category (Help Desk systems).

What are their 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 are SolarWinds Service Desk's pros? (7 Pros)

  • 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

What are SolarWinds Service Desk's cons? (3 cons)

  • 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

Who are their main alternatives?

SolarWinds compete with other VoIP systems like PRTG Network Monitor, LogicMonitor, and Cacti. We will compare these VoIP systems in some specific aspects below.
  • Functionality: SolarWinds offers features like Call Detail Record Analysis, Network Jitter, Packet Loss, Cisco Call Manager Support, IP SLA Monitor, WAN Monitor, VoIP Statistics, Avaya VoIP Troubleshooting, VoIP Troubleshooting, VoIP Monitor, Network Jitter Monitor, Call Quality, etc. Compared to its alternatives, PRTG Network Monitor offers unique features (and little similarities with SolarWinds) like Integrated Technologies, Maps, dashboards, Alerting, Multiple User Interfaces and Cluster failover solutions and Distributed Monitoring. LogicMonitor also offers unique features with many similar features to PRGT Network Monitor. Such features include Infrastructure Monitoring, Log Analysis, Network, Cloud, Servers, Websites (lacking in SolarWinds and PRTG Network Monitor), Containers, Remote Monitoring, Application Performance Monitoring, Storage, and Database Monitoring.
  • Customers/Industries: SolarWinds targets IT professionals in help desk, service desk, operations, etc., who are trying to bridge the gap between VoIP infrastructure management, and network transport infrastructure. Compared to its alternatives, PRTG Network Monitor targets healthcare, Buildings, industrial, Education, Finance, and government industries. Customers like 7eleven, Virginia Tech, National Theater, and Rexroth (a Bosch Company) use PRTG Network Monitor. LogicMonitor targets ITOps teams, service providers, and DevOps teams. Teams using LogicMonitor can be found in companies like Accruent, Rehrig Pacific Company, etc.
  • Cost: The license cost information for SolarWinds is unavailable on its official website. According to ITQlick expert cost research, SolarWinds is cost-rated at 2.1/5, which means it is a low-cost VoIP software. The rating system considers this software rated 1-2 as low-cost and 4-5 as high cost. The license cost information for LogicMonitor, PRGT Network Monitor, and Cacti is unavailable on their respective official websites.
  • Cloud-based/On-premise: SolarWinds and its alternatives are cloud-based. PRGT Network Monitor offers On-premise for windows.
  • Popularity: SolarWinds (1999) is publicly-traded on the NYSE under the SWI symbol. SolarWinds has 300,000+ customers in 190 countries, including 498 of the Fortune 500. When compared to its alternatives, PRTG Network Monitor (1997) is privately held and trusted by 500,000 companies worldwide. LogicMonitor (2008) is privately held and trusted by over 2000 global enterprises.
  • Scalability: PRTG Network Monitor can accommodate small, medium, and large infrastructures. LogicMonitor can accommodate Managed service providers and enterprises.
  • Support: SolarWinds and its alternatives share similar support channels like FAQs/forums. SolarWinds, PRTG Network Monitor, and LogicMonitor offer email/help desk, a knowledge base, and Chat. SolarWinds and LogicMonitor offer Phone support and 24/7 live rep.

What is the cost of SolarWinds Service Desk?

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.

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 4.2 out of 10 (10 is most expensive). You can fine here the REAL total cost breakdown for SolarWinds Service Desk. You can also find here pricing information from SolarWinds Service Desk's website.

What should you ask Samanage during a demo session? (65 questions)

Schedule a demo with SolarWinds Service Desk and access 65 must ask questions for the vendor while watching SolarWinds Service Desk in action. Visit the vendor's website here.

Where SolarWinds Service Desk is used?

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

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Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.