Service Desk 2025 release notes
These release notes describe the new features, improvements, and fixed issues in Service Desk.
Learn more
For each year's release updates, see: 2024 releases — 2023 releases — 2022 releases — 2021 releases — 2020 releases — 2019 releases
March 16, 2025 release notes
New features and improvements in Service Desk
SWSD moved to a new email service provider
SolarWinds moved Service Desk email services to a new provider. This change enables our support teams to better monitor and support emails issues. SolarWinds is also taking a stricter approach to security and what is allowed via Service Desk if we are not authorized to send on your behalf. Email authentication is now required to ensure all email features work.
Customer action required: If you did not authenticate before March 16, 2025, you need to do so now. After authenticating, you can set up a new reply email address and enable personalized email names.
If, after authenticating, you do not see the options for reply email address and personalized email names, contact SolarWindsTechnical Support.
Improvements to Virtual Agent Cognitive Analytics
More options are available to help you see the information you need and navigate to that information in the Virtual Agent Cognitive Analytics console. See Tile button optionsand Filter or export.
You can use tile buttons to:
- Get more information about options available in tiles and widgets.
- Switch the display of a tile or widget between Graph view and Table view.
- Automatically jump from a widget to the correct Rate Drivers tab.
You can also now export data using one or both of these options: Resolve Dump and Unresolved Queries Dump.
Ability to use automation rules on Satisfaction Survey results
SolarWinds created a new automation trigger named Satisfaction Survey Submitted. You can use the new trigger in automation rules to quickly react to feedback (negative or positive) from default and custom surveys responses. For example, based on the feedback rating, you might want to request additional information from the survey responder, send an email to the original ticket assignee, create a new ticket, change the ticket state, or update the incident.
See Satisfaction surveys and Automation rules.
New labels for condition fields in automation rules
All incident, change, and asset fields, including both system and custom fields, have labels you can see when building conditions in automations rules. See Labels on incident and change fields.
Improved filter results for people searches
When a filter is used to display user accounts with a search parameter, the filter now provides results that match only to the content in the user record's Name field. Previously Service Desk would also match to other fields in the user account, which could result in incidental matches.
Enhancement to suggested solutions, draft responses, and resolutions
Users can now begin typing text into a ticket comment, draft response, or ticket resolution, and then click the Generate button. Service Desk then appends the content of the text area by adding the AI generated text. Manually typed text is not replaced. Users can then edit as needed before posting the comment, response, or resolution.
Previously, clicking the Generate button would remove manually typed text and replace it with generated text.
Automatic regeneration of suggested solutions
When an assigned category changes or details in an incident change, Gen AI now automatically generates a new suggested solution. This feature is available to all customers who enabled the AI Suggested Solution & Draft Response option in GenAI settings.
CVEs
SolarWinds would like to thank our Security Researchers below for reporting on the issue in a responsible manner and working with our security, product, and engineering teams to fix the vulnerability.
The issue below was resolved with a fix deployed on January 28, 2025.
| CVE-ID | Vulnerability title | Description | Severity | Credit |
|---|---|---|---|---|
| CVE-2025-26393 | Service Desk Broken Access Control Vulnerability | Service Desk is affected by a vulnerability where unauthorized authenticated requesters can override ticket states, potentially redirecting ticket flows and changing process behavior. | 5.4 Medium | Seif Abdelwahid |
Legal notices
© 2025 SolarWinds Worldwide, LLC. All rights reserved.
This document may not be reproduced by any means nor modified, decompiled, disassembled, published or distributed, in whole or in part, or translated to any electronic medium or other means without the prior written consent of SolarWinds. All right, title, and interest in and to the software, services, and documentation are and shall remain the exclusive property of SolarWinds, its affiliates, and/or its respective licensors.
SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS, OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON THE DOCUMENTATION, INCLUDING WITHOUT LIMITATION NONINFRINGEMENT, ACCURACY, COMPLETENESS, OR USEFULNESS OF ANY INFORMATION CONTAINED HEREIN. IN NO EVENT SHALL SOLARWINDS, ITS SUPPLIERS, NOR ITS LICENSORS BE LIABLE FOR ANY DAMAGES, WHETHER ARISING IN TORT, CONTRACT OR ANY OTHER LEGAL THEORY, EVEN IF SOLARWINDS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
The SolarWinds, SolarWinds & Design, Orion, and THWACK trademarks are the exclusive property of SolarWinds Worldwide, LLC or its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks or are registered or pending registration. All other trademarks mentioned herein are used for identification purposes only and are trademarks of (and may be registered trademarks) of their respective companies.