SolarWinds Service Desk
SolarWindsExternal reviews
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Great Help desk Tool
What do you like best about the product?
Easy to manage and view incidents, the self service portal is excellent for users to submit requests were additional information is required
Scheduling of incidents is another great feature for recurring tasks
Scheduling of incidents is another great feature for recurring tasks
What do you dislike about the product?
Inability to send comments to additional recipients as Cc or BCc
What problems is the product solving and how is that benefiting you?
Samanage provides our company with a cloud hosted ITSM tool to more efficiently support our business.
Great tool for any IT Team
What do you like best about the product?
Being able to integrate Samanage with the management services we use has been a great add on. The function to keep track of employees equipment and software, at the same time seeing employees tickets on the same platform has really impressed me. Having everything in one place has been probably the best thing about using Samanage. The ability to see which machines doesn't have what installed has been a big help, allowing our IT team to stay on track with updates. Not only that, the integration with Teamviewer on tickets is really impressive, being able to remotely connect to users straight from the ticket.
What do you dislike about the product?
I don't really like the email integration between Samanage and Outlook. To many individuals emails regarding comments, updates, changes, etc. Another issue I have was that you have to resolve the ticket first before closing it. Also the dashboard is an issue I have. Everything seems so congested. Even when the samange page is fullscreen, it doesn't spread the dashboard across the screen, leaving half the webpage with a blank white space. Other than that, I don't have much issues with Samanage as of yet.
What problems is the product solving and how is that benefiting you?
We're using Samanage to see the problems that end users are facing daily at FriedmanLLP, such as software issues, hardware issues, and acccount accessibility. Samanage allows us to filter out which problems keep occuring which is helpful for us when we can find the solution to a problem that seems to constantly show up.
Samanage - Changing the way we work in a positive direction
What do you like best about the product?
The instant communication with our field community has been a major step in the right direction for our organization. The ticketing system gives our user community much more control of their tickets. The reporting is awesome and well received by our leadership team.
What do you dislike about the product?
There is not much to dislike about this system. Just a couple of minor issues such as the sorting not staying when you refresh, but other than that nothing I can openly complain about.
What problems is the product solving and how is that benefiting you?
An efficient way to get tickets processed and work within SLA guidelines. We are able to communicate with our user base better. The ability to access the platform without VPN is a major plus.
Samanage is a great product and very easy to work with.
What do you like best about the product?
Samanage is a great product and very easy to work with. It has been added value to my organisation and structure the way how the incidents are logged
What do you dislike about the product?
Maybe a more agile process adding new functionalities and informing the current users about what's new and how to use it.
What problems is the product solving and how is that benefiting you?
Help Desk Management is easier at the moment and as well, I'm now able to provide the Board with easy and accurate KPIs regarding to the type of issues, frequency and areas with higher incidents.
Great Support Tool
What do you like best about the product?
I like how user friendly Samanage is for me and my team, very easy for us to use as a Saas solution
What do you dislike about the product?
Knowledge base criteria needs to be very specific for our end users to utilize it.
What problems is the product solving and how is that benefiting you?
Inventory control and ticketing system
Very user friendly
What do you like best about the product?
The variety of filters that can be created.
What do you dislike about the product?
I'm really new to the product and still accessing it at this time
What problems is the product solving and how is that benefiting you?
Knowledge based articles and incidents.
Samanage has helped turn our inventory management into a breeze
What do you like best about the product?
Inventory management and REST API are my current favorite features. Being able to interface with Samanage using custom tools when needed is refreshing. The amount of data pulled in by the inventory management tools in Samanage is extremely helpful in day to day troubleshooting.
What do you dislike about the product?
I would like to be see the API continue to improve. There are a few small things I would like to be able to see as features... For example it's possible to attach a file to an incident with the API, but not download an attached file using the API.
What problems is the product solving and how is that benefiting you?
We're using Samanage for our Incident generation, inventory tracking and management, and change management. In the future, we hope to bring in many other teams in the company.
So much more than a Help Desk managment tool
What do you like best about the product?
I like the flexibility that Samanage offers us for customization. It does double duty at the help desk, and as an HR onboarding solution.
What do you dislike about the product?
Not much to dislike about the product. It serves its purpose, and live help is always a click away.
What problems is the product solving and how is that benefiting you?
Samanage is mostly used as our help desk management solution. Tickets are started by email or web interface. The ticket is automatically assigned in some circumstances which is our first step in keeping our tech's screen clear and also speeds up the ticket resolution process.
We have set up HR as admins as well. They create tickets for new hires which flow to the various departments when a different set of tasks has to be completed. It is a very neat solution, and it holds everyone accountable.
We have set up HR as admins as well. They create tickets for new hires which flow to the various departments when a different set of tasks has to be completed. It is a very neat solution, and it holds everyone accountable.
So far a great product for asset procurement and management
What do you like best about the product?
I'm impressed at how clean and simple the dashboard is. All the asset information for each device is readily available with export capabilities. I'm still learning the application, but I'd say so far it has been a positive investment.
What do you dislike about the product?
There isn't much to dislike being I'm only using the Asset management portion of the application.
What problems is the product solving and how is that benefiting you?
Asset Management and hardware identification. All information centralized and readily available.
Simplicity and modification options like you want it.
What do you like best about the product?
Samanage is a good semi flexible service desk and ticket tool that accommodate most of your needs and have a nice live support together with a nice community where you easily can suggest improvements. Good for mid-sized companies, where you want to be able to keep track on things and maybe create a service catalog for requests or include a knowledge base.
What do you dislike about the product?
Self service requests is not as flexible as you could wish. You can only make choices dependable once and you will need to write all the text from dependable choice in the line of text. It would also be nice to be able to choose more than one department or country when defining who should be able to create the service request. So even though a lot of features are flexible, you'll still find that Samanage are lacking in some areas.
What problems is the product solving and how is that benefiting you?
We have managed to get an overview over IT Issues with more as we also have integrated the self service system very well and actively will be working on our knowledge database.
Recommendations to others considering the product:
Think about into what extend you need a fully developed piece of software as Samanage is in constant development. The tool itself is quite flexible but as you find it flexible in some areas you will find it as locked in other areas.
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