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SolarWinds Service Desk

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What SolarWinds Service Desk is

SolarWinds Service Desk is a cloud-based, AI-powered IT service management platform founded in 1999. It brings incident handling, asset oversight, configuration data, and change processes into one service desk. Incident management supports assisted responses, live collaboration, and contact through the web, email, Microsoft Teams, Slack, or a mobile app. Asset management can scan a network, report connected devices, track on-premises and cloud assets, and help manage licenses. Its CMDB maps dependencies, links assets to incidents, and supports change-impact analysis. Change management provides centralized documentation, approvals, change history, and dependency visibility. Listed AI tools include a generative AI sidekick, virtual agent, smart suggestions, sentiment analysis, and automatic categorization. The integration directory contains more than 200 cloud applications, including Teams, Slack, Jira, Okta, AWS, and Zapier. Mobile features include ticket notifications, incident and asset management, quick actions, and links to incident records. The service offers SLA management, approval workflows, a knowledge base, an employee portal, single sign-on, and mobile apps. Plans are per technician, billed annually, and include unlimited users. Essentials costs $39 a month, Advanced 99.00 USD, and Premier 124.00 USD. A 30-day trial is available, but there is no free plan.

Who it suits

Essentials is presented for growing teams, Advanced for mature IT organizations, and Premier for teams wanting full customizability. It suits organizations needing incident, asset, CMDB, change, SLA, and approval capabilities across web, mobile, and integrations.

What it does well

  • Incident engagement through web, email, Teams, Slack, and mobile
  • CMDB provides dependency mapping and change-impact analysis
  • More than 200 cloud application integrations
  • AI sidekick, virtual agent, and smart suggestions
  • Unlimited users on each listed plan
  • SOC 2 and ISO 27001 certifications

What to know first

  • No free plan is available
  • IT asset management requires an additional purchase
  • Premier limits API access to 1,500 calls per user per minute

Limits

There is no free plan. IT asset management is priced as an additional purchase; the Premier plan lists a limit of up to 1,500 API calls per user per minute.

Plans

PlanBilled and limitsPrice
Premierannually; per technician · unlimited users · asset pricing available upon request · up to 1,500 API calls/user/minute$124 a month
Essentialsannually; per technician · unlimited users · asset pricing available upon request$39 a month
Advancedannually; per technician · unlimited users · asset pricing available upon request$99 a month

As solarwinds.com lists them, read 3 Oct 2026. The maker's own page has the final word.

Getting started

  1. Open the SolarWinds Service Desk website
  2. Start the listed 30-day trial or select a paid plan
  3. Choose Essentials, Advanced, or Premier billing per technician
  4. Use the web platform or supported Android and iOS apps
  5. Connect services through the integration directory or Open REST API

Verdict

Choose SolarWinds Service Desk if your organization needs a paid, cloud-based ITSM system combining incidents, assets, CMDB, changes, and AI features. Its broad integrations and mobile tools support distributed service work. Look elsewhere if you require a free plan or want asset management included without separate pricing.

Questions

Is SolarWinds Service Desk free?

No. The listed plans are paid, starting at $39 a month billed annually per technician, and a 30-day trial is available.

Which platforms are supported?

SolarWinds Service Desk lists Android, iOS, web, and API access.

How much do the plans cost?

Essentials is $39 a month, Advanced is 99.00 USD, and Premier is 124.00 USD, each billed annually per technician with unlimited users.

Does it offer integrations?

Yes. Its directory lists more than 200 cloud applications, including Microsoft Teams, Slack, Jira, Okta, AWS, and Zapier.

Is an API included?

The product lists an Open REST API, with API access included in the Advanced plan.

Facts from SolarWinds Service Desk's own pages

AI features
Listed AI capabilities include a generative AI sidekick, virtual agent, smart suggestions, sentiment analysis, and automatic categorization. · solarwinds.com, 3 Oct 2026
API
The product page lists an Open REST API, and API access is included in the Advanced plan. · solarwinds.com, 3 Oct 2026
Asset management
Asset management can scan a network, report on connected devices, track on-premises and cloud assets, and help manage licenses. · solarwinds.com, 3 Oct 2026
Change management
Change management includes centralized documentation and approvals, change history, and visibility into dependencies. · solarwinds.com, 3 Oct 2026
CMDB
The CMDB supports dependency mapping, asset-to-incident correlation, and change impact analysis. · solarwinds.com, 3 Oct 2026
Data protection
SolarWinds says Service Desk data is encrypted in transit and at rest using AES-256, with passwords stored as SHA2 hashes. · solarwinds.com, 3 Oct 2026
Data regions
The security page says customers can choose a Service Desk data center in the US, EU, or Australia. · solarwinds.com, 3 Oct 2026
Founded
1999 · solarwinds.com, 28 Sept 2026
Incident management
Incident management includes assisted responses, live collaboration, and engagement through web, email, Teams, Slack, or the mobile app. · solarwinds.com, 3 Oct 2026
Integrations
The integration directory lists more than 200 cloud applications and names Microsoft Teams, Slack, Jira, Okta, AWS, and Zapier among its integrations. · solarwinds.com, 3 Oct 2026
Intended users
SolarWinds presents Essentials for growing teams, Advanced for mature IT organizations, and Premier for teams seeking full customizability. · solarwinds.com, 3 Oct 2026
Mobile app
The mobile app supports ticket notifications, incident and asset management, ticket quick actions, and deep links to incident records. · solarwinds.com, 3 Oct 2026
Plan limits
IT asset management is available as an additional purchase, with asset pricing available upon request. · solarwinds.com, 3 Oct 2026
Product
Service Desk is a cloud-based, AI-powered IT service management platform. · solarwinds.com, 3 Oct 2026
Security certifications
The Service Desk security page lists SOC 2, ISO 27001 certification, and Skyhigh Enterprise-Ready status. · solarwinds.com, 3 Oct 2026
Support
All plans include email and community support; Essentials lists real-time 24/7 live chat support, while Advanced adds chat, phone, and email support. · solarwinds.com, 3 Oct 2026

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