IT help desk software for better support experiences
Manage support tickets, IT assets, and employee requests in one service desk built for modern IT teams.
A better way to run your IT help desk
A modern help desk needs more than a shared inbox and a basic ticketing system. SolarWinds Service Desk brings ticket management, workflow automation, self-service, and IT asset context together to help IT teams deliver more consistent support.
Manage support tickets without losing track of what matters
Give IT teams one clear system for requests, incidents, and follow-up
When requests arrive through email, chat, and other channels, it is easy for priorities and ownership to get lost. SolarWinds® Service Desk gives IT teams a centralized ticketing system to capture support tickets, categorize work, assign the right agent, and track each request through resolution. Keep requesters informed, maintain a complete record of activity, and give support agents the context they need to provide reliable IT help desk service.
Incident ownership and tracking
From start to finish, experience unprecedented control over the way you manage the efforts of your IT help desk. With help desk software, you can identify, prioritize, and manage incidents no matter how minor or major they may seem.
Automations driving efficiency
Automatically prioritize and route issues using a ticketing system to increase your ability to learn from incidents and the processes leading to their resolution.
Employee-focused service
SolarWinds help desk software provides unprecedented levels of employee-focused resources, driving self-service and meeting employees where they work.
Increased productivity
Reduce time spent on process management, asset management, incident management, and everything else your team handles with integrated workflow task management.
Automate help desk work that should not require manual follow-up
Route, assign, escalate, and approve requests with workflows built for IT
Help desk teams should not have to manage every handoff manually. SolarWinds Service Desk helps automate routine ticket management with configurable workflow automation, automation rules, approvals, notifications, and escalations. Set the right actions in motion when a ticket is created, updated, or assigned so requests continue moving even when the team is busy. This helps IT teams create more consistent service experiences while reserving their time for complex issues and higher-priority work.
IT ticket management and risk detection
Web-based IT issue tracking, ticket management, automated risk detection, and other software capabilities give you the opportunity to track issues in ways you may not have imagined.
Integrated assets
The seamless tracking of every asset (IT and otherwise) across your organization—which can help with the onboarding, assignment, management, and retiring of assets throughout their life cycle—gives you visibility like you’ve never had before.
Usability
Help desk software should be conceived of and designed with usability at its core. SolarWinds® Service Desk simplifies and automates service requests so your team can provide superior service.
Visual analysis: reports and dashboards
Easy-to-understand reports and dashboards give your team insight into what's happening in real time for IT issue tracking purposes.
Help employees find answers before they need to open a ticket
Bring knowledge, self-service, and real-time support into one employee portal
Not every support need should begin with an agent. Give employees a self-service portal where they can search a knowledge base, browse the service catalog, submit requests, and check ticket status in one place. SolarWinds Service Desk can also support help desk chat with virtual or live agents when users need more guidance. Better self-service helps reduce repetitive tickets while giving employees a more direct path to the information and support they need.
Improve your service levels
Automation and other improvements, such as issue and ticket tracking, help you more effectively identify and deal with underlying problems.
Better long-term maintenance
Reduce waste by utilizing electronic documents’ user-directed forms.
Solutions for different environments
Provide users access to service and improve service levels through remote access to reporting and help desk functions.
Data transparency
Enable stakeholders to make and support solid decisions regarding asset allocation, budgeting, scheduling, and almost any other process, program, or function you can think of—all in a single location.
Give every ticket the asset and service context behind the issue
Connect service work to the devices, systems, and dependencies IT manages
A help desk is more useful when the team can see the technology behind a request. SolarWinds Service Desk connects ticketing with IT asset management and CMDB capabilities, helping agents understand which devices, software, services, and configuration items are involved. That added context can support faster troubleshooting, better asset tracking, more informed problem management, and clearer change-management decisions across the IT service desk.
of Fortune
500® companies use SolarWinds
Awards received in 2025
SolarWinds customers worldwide
Choose your help desk solution
SolarWinds Service Desk
Cloud-based ITSM software for managing incidents, service requests, assets, changes, self-service, and automated service workflows.
SolarWinds Web Help Desk
On-premises help desk ticketing and asset management software for teams that need practical ticket automation and centralized support operations.
Experience yields insights. Here's some of what we've learned.
Pine Labs eliminates tool sprawl and accelerates issue resolution
Database observability provides the features customers need for effective monitoring
SolarWinds is a trusted leader, year after year
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