SolarWinds Service Desk
SolarWindsExternal reviews
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Great solution that is always adding on.
What do you like best about the product?
Great and simple solution that is always adding new features.
What do you dislike about the product?
My biggest gripe is that the Incidents page does not auto refresh. I currently use a browser add-on to do this, but it would be nice to be able to set the page up to auto refresh or notify you of updates. And while its been about a year since I last last used the app, I didn't care for the Android app.
What problems is the product solving and how is that benefiting you?
Change Management was the biggest solution we solved.
Recommendations to others considering the product:
I don't think Samanage is Large Enterprise grade, but is probably perfect for Small or Midsize companies or perfect for companies starting out with these types of solutions. But Samanage is constantly expanding their offerings and adding features.
I like Samanage
What do you like best about the product?
The ticket measurements as well as the ticketing software itself.
After defining Departments/ Categories, etc... it works great
After defining Departments/ Categories, etc... it works great
What do you dislike about the product?
I don't like discovery piece. its cumbersome and seems not to work very well.
Also, I don't like that I have to use a 3rd party software to 'shadow' the computers. I also dont like the BOT. The response time is too long.
Also, I don't like that I have to use a 3rd party software to 'shadow' the computers. I also dont like the BOT. The response time is too long.
What problems is the product solving and how is that benefiting you?
SLA's are down. We also can see which department submits the most tickets.
Management is able to visualize what IT truly does. This is also a great tool to justify the existence and possibly more capital expenditure.
Management is able to visualize what IT truly does. This is also a great tool to justify the existence and possibly more capital expenditure.
Samanage in our IT department
What do you like best about the product?
We like the helpdesk and also like and use the inventory control. Samanage was easy to setup and use. It does use a third party to implement our active directory and that had a few issues that OneLogin fixed. I would rather deal with just Samanage.
What do you dislike about the product?
We wish the user rating system was better. Currently it is only a thumbs up or thumbs down on the user satisfaction feedback. We would like a scale of say 1 to 5. Life happens and once in a while a user will just give a thumbs down.
What problems is the product solving and how is that benefiting you?
We never had a help desk so there was a lot of calls, paging and email. As users learn to put in a ticket, our department is running more efficiently. Also our medical inventory program was not very good at inventory control and so far we like the Samanage inventory interface.
Recommendations to others considering the product:
It will make your department more efficient and have the ability to prioritize all the help desk requests.
Quick Setup
What do you like best about the product?
I liked the online Videos that hand held you thru the installation and setup of the application.
What do you dislike about the product?
The Reports need some work I dislike the bar graphs
What problems is the product solving and how is that benefiting you?
We are now able to track our work via tickets and auto assign tickets.
Extremely straight-forward ticketing system
What do you like best about the product?
The ability to customize Samanage to your usage is amazing. The ability to create custom states, custom email templates, and SLAs is extremely useful. The overall platform and UX is very easy to use for IT and end users. There is continual improvement and enhancements made to the platform on a monthly, yearly basis.
What do you dislike about the product?
Sometimes it can be hard to pull up a past ticket, if you don't have certain information. Over the years, there has been improvements, so I bet it will continue to get better. There are a few automated features that aren't available, but I'm sure they will have them eventually.
What problems is the product solving and how is that benefiting you?
We use Samange for internal help desk ticketing. It fills the need perfectly, other ticketing systems we reviewed were either too complicated or too simple.
Recommendations to others considering the product:
Knowing how you want your end user experience to be is necessary to accurately find a ticketing system to fill that need. Samanage is flexible enough that it can bridge the gap for a majority of organizations.
Overall Very Good, A Few Refinements Would Make It Excellent
What do you like best about the product?
Asset Management and Helpdesk--and the ability to relate the two. Also, the portal and service requests have been very handy.
What do you dislike about the product?
Implementation of some features such as printer assets (automatically collected vs. editable, and the lack of ability to distinguish single printers installed in multiple locations vs multiple printers) and comment behavior for commenters that are service agents.
What problems is the product solving and how is that benefiting you?
Better tracking of Assets for compliance and risks. Helpdesk is much improved which makes it easier for my users to get help and track the status of requests.
Recommendations to others considering the product:
Familiarize yourself with a demo and learn the ins and outs of the system so you know how to best deploy it.
Great cloud Service Desk platform. Only minor Improvements needed.
What do you like best about the product?
I like how fast the web interface is. It integrates very well with Azure SSO. The Service Portal for none portal users to submit a request is a nice feature. I like how tickets get automatically created and workflows can be created based on the email distro that they were sent to.
What do you dislike about the product?
I wish there was an easier way for a non portal user to submit a Change Request. I also wish there was a way to default the approvers for certain requests from the portal.
What problems is the product solving and how is that benefiting you?
IT Help desk and Change Management.
Samanage made our lives easier!
What do you like best about the product?
Combining our Knowledge Base, Ticketing and Asset Management into one please literally saves us hours per week. On top of Samanage saving us a pile of time, their support team has been fantastic when helping us with any issues we have run into. Not only have we been able to discard 3+ other services and consolidate into Samanage but we have also discovered other uses for Samanage that we were not even aware of.
What do you dislike about the product?
There is a bit of a learning curve to Samanage but in our experience once you understand how everything is setup within the environment it all begins to make sense. Their support team has been fantastic for us as well whenever we run into issues.
What problems is the product solving and how is that benefiting you?
We had been fighting with using multiple platforms to handle all of our different tasks for a very long time before discovering Samanage. After getting a demo of Samanage we realized just how much easier it would make our lives. We have been able to consolidate multiple other solutions into Samanage which has saved time and money.
Recommendations to others considering the product:
Its a great solution, make sure you understand all of the services included within Samanage before rolling it out though so you dont have to re-do portions of it later.
User Friendly Inventory Management Platform
What do you like best about the product?
The platform is user friendly and allows managers to easily track and maintain inventory for IT.
What do you dislike about the product?
Though it is intuitive there is no easy way to massively add multiple inventories.For example if you want to add 20 + of the same inventory it's difficult to add each one. There are workarounds but its not user-friendly.
What problems is the product solving and how is that benefiting you?
IT inventory system and management aspect. The benefits is it allows Managers to easily track and maintain inventory, as well as reports.
Great support of an intuitive application that so far, meets the needs of our business!
What do you like best about the product?
Vendor support has been excellent! Any questions that we may have, have been answered in a timely manner. They've gone above and beyond trying to assist us!
The application is very user friendly and is very intuitive. It allows us to be able to customize our platform to our liking and gives us control of how we are going to operate the system.
I'm very excited to have this software implemented and to work in it for our everyday needs!
The application is very user friendly and is very intuitive. It allows us to be able to customize our platform to our liking and gives us control of how we are going to operate the system.
I'm very excited to have this software implemented and to work in it for our everyday needs!
What do you dislike about the product?
Inability to email all members of a group. If a ticket is put into a groups name, they do not receive notification that it has been moved to their group.
What problems is the product solving and how is that benefiting you?
A new incident ticketing system was needed and Samanage is fulfilling that need. The added benefits include asset management which will help to streamline processes!
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