SolarWinds Service Desk
SolarWindsExternal reviews
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Review of Solarwinds Service Desk
What do you like best about the product?
The self service portal has been very well received by our end users.
What do you dislike about the product?
There are some limitations with SLAs, reporting, and preventing users from emailing to create new tickets.
What problems is the product solving and how is that benefiting you?
We are reducing our calls from users to report issues by providing a good end user portal. The benefit is it is freeing up technology staff to work on resolving issues versus creating the tickets.
Solid product with some limitations.
What do you like best about the product?
The product covers all aspects of an ITSM product and provides an ITIL framework. Easy to administer and comes with a defined set of reports. Asset management works well and the solution module is very helpful when directing team members.
What do you dislike about the product?
It is not possible to create team dashboards or team accessible reports. Also there is limited workflow capability and only basic view building capabilities. The product is somewhat expensive, but it seems like all similar products are pricing up to mirror ServiceNow.
What problems is the product solving and how is that benefiting you?
It is a great product for managing an IT Service Desk. We are also moving towards Request management for all areas of our business.
Great Product Easy to Use
What do you like best about the product?
A great integrated product. Simple to use which is very intuitive.
Ever growing SWSD has a great future and some great new features coming
Ever growing SWSD has a great future and some great new features coming
What do you dislike about the product?
SWSD is great at doing the more complex things which is sometimes to the detriment of some of the basic UX features. This has got better over recent months
What problems is the product solving and how is that benefiting you?
An all round, integrated, dependant focused Service Desk tool used by all facets of the IT department.
Great Product for teams of all sizes
What do you like best about the product?
The product is intuitive, and very flexible.
What do you dislike about the product?
I wish there was a project management platform integrated with the service desk.
What problems is the product solving and how is that benefiting you?
This Product has helped my IT team identify, track, and manage IT issues unlike any service desk product that I have used in the past. We have even started using it for our HR Requests.
Solar winds for monitoring
What do you like best about the product?
It's ability to integrate with ITSM tools for seamless ticketing
What do you dislike about the product?
System generated tickets are not closed if got reassigned.
What problems is the product solving and how is that benefiting you?
Monitoring network
Solarwinds for Network monitoring
What do you like best about the product?
I like the way they have maintained the inventory and the details of all the networking devices with their all specifications and features .
What do you dislike about the product?
It takes too much time to alert and doesn't wait for resolution. It's really hard to fetch and monitor sometime.
What problems is the product solving and how is that benefiting you?
Solved many issues related to network devices.
The most complete support tool in the market, without a doubt
What do you like best about the product?
SolarWinds is really easy to implement and with a short learning curve. It has a very complete user interface with several useful navigation options that is also customizable. I like being able to track audit history. It has a good ticket management system based on your solution in the cloud.
What do you dislike about the product?
SolarWinds has problems with the integration with Outlook, because when I try to connect the application it throws me an error of "failed, try again", however, I try again and it does not connect. I also think that all the tools are not well distributed on the browser screen.
What problems is the product solving and how is that benefiting you?
We are using this tool to manage incidents in the servers area, which have problems with software, user controls, closed ports, Internet connection. SolarWinds gives us the ability to organize the tickets and be assigned to the personnel in charge. It also allows us to register computers with their serials and specifications to keep track of the computer inventory.
Recommendations to others considering the product:
This tool has made it easy to manage tickets with our different areas. As you discover the service, you will realize everything you can customize and with all the tools it counts. As your company grows, you will need a tool like this to manage it.
Easy to use, great service
What do you like best about the product?
Samanage has been great, implementation was very organized and our users love the platform's ease of use. The support team is fantastic and readily available whenever we have questions.
What do you dislike about the product?
Please add a projects section! Our team would love to have all of their work in one place.
What problems is the product solving and how is that benefiting you?
User accessibility and ease of use!
Recommendations to others considering the product:
Samanage has been great, implementation was very organized and our users love the platform's ease of use. The support team is fantastic and readily available whenever we have questions.
Ticket tool made for the IT Supporter
What do you like best about the product?
Samanage is an easy application to use and get started with. The learning curve is nothing crazy while there's a lot of features available. There's often improvements to the application due to a good community where people can share requests etc. There's good options for creating self service forms and more and you can tweak them to a certain extend. It's easy to create a filter for the tickets in your organization and it's in general very intuitive.
What do you dislike about the product?
The creation of the Service Catalog could have more options. You can create fields that's dependent on the users decision but it's only available once making the field dependent on one field.
The support is in general good and instant via a chat function, but for challenging questions can take time to get help with.
The support is in general good and instant via a chat function, but for challenging questions can take time to get help with.
What problems is the product solving and how is that benefiting you?
We needed an application to support our users and track the work we do. Samanage do the job and has also helped us streamlining our working methods by using self service requests, knowledgebase etc. We can track what we have done in the past and create solutions directly from a ticket.
Recommendations to others considering the product:
The software is very intuitive and pretty flexible but you have to decide if you can live with an application that in some ways only will be semi-flexible. The UX design prevent you to program yourself. Test the software a lot and make sure it will fit your needs.
Incredibly easy to use and friendly UI.
What do you like best about the product?
I loved the deploying agent that allowed me to simultaneously scan all my assets in house. The UI is extremely clean as well.
What do you dislike about the product?
Nothing so far. The product has been great.
What problems is the product solving and how is that benefiting you?
Asset inventory and update management.
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