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Smarter, Faster, Secure: The 2025 SolarWinds Service Desk Feature Release Roundup
As we close out the year, we wanted to take a minute and look back at what has been a great year of progress for SolarWinds® Service Desk. If we had to summarize 2025 in two themes, they would be: driving operational efficiency and making AI actually useful for IT pros. From the expansion of SolarWinds AI to the UI…
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November 23 Release for SolarWinds Service Desk: Gen AI, Process Integrations, and more!
We are thrilled to announce our latest release for SolarWinds Service Desk, centered around two core pillars: intelligent automation through Generative AI (GenAI) and flexible process control. These enhancements are designed to shift your focus from manual effort to strategic resolution, helping to ensure your teams save…
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We’ve Been Named in the Forrester Wave™: Enterprise Service Management Report
We’ve got some big news that we're incredibly excited to share with you. SolarWinds has been named in The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025! This is a huge milestone. Forrester included SolarWinds as one of only fifteen evaluated providers from across the globe in the report. What This Means…
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Now Available: Automatic Ticket Assignment, Opening Change Tickets via the Portal & Audit Updates
What's New? Agent Productivity Employee Engagement Audit & Compliance Agent Productivity Change Categories and Subcategories Automatic Round-Robin Ticket Assignment Redesign Main Menu in Labs 1. Change Categories and Subcategories Managing your change templates and records has never been easier than with the newly…
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October 26: Release for SolarWinds Service Desk
We're excited to announce our latest release for SolarWinds Service Desk. This update is packed with new features and enhancements focused on three key themes: strengthening your incident escalation process, refining the agent assignment workflow, and giving you more granular control over your platform’s security. Let's…
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June 22 Labs Release for SolarWinds®︎ Service Desk: Dark Mode
Dark mode is now available in labs for SolarWinds Service Desk! This release introduces a sleek, visually comfortable interface designed to reduce eye strain and support sustained focus throughout the workday. Built with the needs of busy service desk agents in mind, dark mode helps boost comfort and…
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[Virtual Event] The 54% Improvement Playbook: How Top Performers Integrate GenAI into ITSM
Live Webinar | November 6, 10 a.m. CT In our latest 2025 State of ITSM Report, top-performing organizations achieved an incredible 54% faster resolution time—and GenAI was the game-changer. Join us for a live session where we’ll unpack how they did it. You’ll see a demo of GenAI in action within ticket triage and…
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October 12 Release for SolarWinds Service Desk: Introducing the Resource Center, 360 Reports Go GA, and a Look Ahead!
We're excited to roll out another update for SolarWinds Service Desk, packed with improvements designed to enhance your experience and empower your teams. This release introduces a brand-new way to stay connected within the platform, the resource center, and makes our powerful 360 Reports easier than ever to access. Plus,…
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September 21 Release for SolarWinds Service Desk: Automox Integration, SolarWinds AI and ESM Enhancements, and Group Assignments in SLAs
This month, our latest release for SolarWinds Service Desk is focused on boosting your team’s efficiency and simplifying your most critical workflows. We're excited to introduce a powerful new integration for endpoint management, enhancements to our generative AI capabilities, and highly-requested updates that make…
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What We're Working On (August 25, 2025)
Recently Released Strengthening the ITSM Core * Improved workflow and field mapping for alerts from SolarWinds Observability Self-Hosted and SaaS April 6 * Dark Mode August 17 * Approval Reminders May 18 * Redirect users from VA to the portal to complete ticket creation May 18 * Data Masking* Allow data unmasking in…
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What We're Working On (August 22, 2025)
Recently Released Strengthening the ITSM Core * Improved workflow and field mapping for alerts from SolarWinds Observability Self-Hosted and SaaS April 6 * Dark Mode August 17 * Approval Reminders May 18 * Redirect users from VA to the portal to complete ticket creation May 18 * Data Masking* Allow data unmasking in…
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What We're Working On (August 22, 2025)
Recently Released Strengthening the ITSM Core * Improved workflow and field mapping for alerts from SolarWinds Observability Self-Hosted and SaaS April 6 * Dark Mode August 17 * Approval Reminders May 18 * Redirect users from VA to the portal to complete ticket creation May 18 * Data Masking* Allow data unmasking in…
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What We're Working On (April 10, 2025)
Recently Released Strengthening the ITSM Core Data masking for system fields November 24 Improved My Profile page January 12 Custom field data masking (Premier Plan) January 12 Custom fields searching, sorting, and filtering February 16 Migration to new email provider for better reliability, security, and better controls…