SolarWinds Service Desk
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Solid Platform
What do you like best about the product?
Samanage has many levels of automation to be utilized. We like that the software has more then enough "room to grow". We're hoping to continue using more advanced features as Samanage matures in our company.
What do you dislike about the product?
Don't have any dislikes so far - we are still green in our adoption period.
What problems is the product solving and how is that benefiting you?
Our ticket submission is very ad-hoc and reactive. Expectations for IT to provide more innovation requires us to be able to maximize our time. The device manager that can attached to user profiles is revolutionizing the way we manage assets.
Recommendations to others considering the product:
I would recommend you dedicate the appropriate resource time from your staff to successfully deploy this software.
Modern, Practical, Suitable, Low TCO
What do you like best about the product?
We had to switch ITSM tools on very short notice. Thanks to a positive reference from a peer organization, we decided to evaluate Samanage before looking at anything else. Samanage was easy to evaluate and we were able to configure Incident Management plus migrate our Knowledge-base in just under a day with next to no assistance from the Samanage team. We are pleased that we can now utilize our implementation hours to learn the more advanced automation features of Samanage.
What do you dislike about the product?
The mobile app is nice but seems limited. There is a real opportunity here to expand its capabilites and flexibility.
What problems is the product solving and how is that benefiting you?
Our organization has downsized significantly in the past 3 years. Our former ITSM solution was costly to license and maintain. Without an in-house specialist, the help of a third party implementer was required to make significant changes or implement new modules. It was beginning to feel like overkill for us so it made sense to switch to something we can maintain ourselves and where cost is more in line with the size of our organization.
Recommendations to others considering the product:
Take advantage of the free evaluation and dedicate some hours to really putting it through its paces. You will be surprised at how easy it is to get up and running.
SAmanage a Valuable tool for HelpDesk, Support Portal, and Inventory tracking.
What do you like best about the product?
I love the fact that your users each have their own account, and their assets can be assigned to them via the system. When doing helpdesk work, you have a full readout of what system they are using, what software, what version. It allows private notes between agents, so that your team members have a complete view of what is going on.
What do you dislike about the product?
The mac client requires you to enter a terminal command to install, but this is more of an OS issue at this point.
What problems is the product solving and how is that benefiting you?
Inventory, Helpdesk, tech support portal.
THE SOLUTION AT MY FINGERTIPS
What do you like best about the product?
The best thing on SolarWinds help desk is the fast way to solve my customer's problems.
Theyr problems are my problems and i can solve it any time anywhere.
Theyr problems are my problems and i can solve it any time anywhere.
What do you dislike about the product?
The record of the screen could be saved on disk in my PC.
What problems is the product solving and how is that benefiting you?
sometimes my customers dont know how to solve some problems os the system and i need log in theyr computers to show then how they must do
Recommendations to others considering the product:
For the price , is better than others and have much more resources
Great tool with friendly support
What do you like best about the product?
Service Desk (formerly Samanage) is easy to implement, is fast and has a nice, clean UI. We use it for incident management, change management and inventory. Users are able to easily submit tickets. Help desk agents are able to efficiently resolve incidents. The service catalog feature is nice. It ensures that the user submits required (and structured) details, and the help desk team can see pre-defined steps for resolution. When issues are resolved we have the option of creating a documented solution. Overall this is a nice system that was quickly adopted by every department in the company.
What do you dislike about the product?
Have been patiently waiting for a few features that would really make our day to day run smoother. None of these are deal-breakers. Just a wish list we compiled over time but have not been added:
- Browser-type notifications (vs 1,000 email notifications per day)
- Built-in reporting could use some work.
- When you resolve a ticket and mark it as closed and the user replies back "thank you", this re-opens the ticket and you have to close it again.
- Sometimes users get ticket-happy and open support tickets for everything. So the help desk responds back and offers to help but now all of a sudden that user is too busy. So the ticket sits open and the agent has to keep manually following up. Would be nice if we could assign a timer to a ticket. If xx days go by while waiting on a response from the user, send an automated reminder email. If xx more days go by, send a second reminder. And after xx more days, auto-close the ticket. (Something like that)
- At first, Service Desk was strictly used for helpdesk/incident support and for that it's great. Over the past year we started using it heavily for change management. It's pretty clear that this was a feature that was added later on and it's not as polished as we'd like it to be. Setting up change catalog items is a bit counterintuitive but thankfully this is not something you'll be doing all the time. I've seen some positive changes so it's clear they are actively working on Service Desk to make it a better product.
- Browser-type notifications (vs 1,000 email notifications per day)
- Built-in reporting could use some work.
- When you resolve a ticket and mark it as closed and the user replies back "thank you", this re-opens the ticket and you have to close it again.
- Sometimes users get ticket-happy and open support tickets for everything. So the help desk responds back and offers to help but now all of a sudden that user is too busy. So the ticket sits open and the agent has to keep manually following up. Would be nice if we could assign a timer to a ticket. If xx days go by while waiting on a response from the user, send an automated reminder email. If xx more days go by, send a second reminder. And after xx more days, auto-close the ticket. (Something like that)
- At first, Service Desk was strictly used for helpdesk/incident support and for that it's great. Over the past year we started using it heavily for change management. It's pretty clear that this was a feature that was added later on and it's not as polished as we'd like it to be. Setting up change catalog items is a bit counterintuitive but thankfully this is not something you'll be doing all the time. I've seen some positive changes so it's clear they are actively working on Service Desk to make it a better product.
What problems is the product solving and how is that benefiting you?
We mainly use Service Desk for internal help-desk ticketing / incident management and change management. A company our size (about 100 employees and 3 IT staff) needed a way to get a handle on support requests. We evaluated some other products but decided on Samanage because of its easy of use and functionality. Since implementing Samanage, our support team is a lot more efficient when it comes to tackling help-desk tickets, which means issues get resolved quicker and that means less down-time and lost productivity. For SOC2 compliance, we also use Service Desk for Change Management and it works well.
Recommendations to others considering the product:
Definitely take advantage of the evaluation, and dedicate time to get it up and running. This is a complex and powerful app but easy to set up.
Great automations adn workflows
What do you like best about the product?
The ability to create workflows and processes for different types of incidents and requests.
What do you dislike about the product?
the reporting is limited. I am able to export my data to use in power BI to create reports
What problems is the product solving and how is that benefiting you?
Our support desk and development team are using Samanage to track incidents and change management
Great product. Great support before, during and after implementation
What do you like best about the product?
Easy to use, Customer friendly, Easy to manage. Portal for users is great.
What do you dislike about the product?
Reporting not that great. Templates are not available for incidents.
What problems is the product solving and how is that benefiting you?
Better ticketing system, Better management of devices.
Recommendations to others considering the product:
Great program, Easy to implement. Reporting is basic, need to export data if you want to get more complex reports.
Samanage Ease of Use
What do you like best about the product?
I liked the ease of use and the quick integration and the fact that the console is cloud based. Highly customizable menus and service desk bulit in. We are benefiting from all tools being housed under one tool
What do you dislike about the product?
nothing i found at the moment. We are still implementing the software.
What problems is the product solving and how is that benefiting you?
we are solving a huge inventory and asset management problem. Before we were using excel spreadsheets
Easy implementation and easy to use - great support staff!
What do you like best about the product?
I love that the support staff are easy to contact and very responsive (via the chat tool). The asset management has completely cleaned up our inventory and made managing assets much easier. The reporting tools are amazing as well. The help desk system is also fantastic and integrates with the asset management tools very well.
What do you dislike about the product?
Some bugs can go a long time without being resolved (for instance, email attachments to help desk tickets weren't working for 3 months).
What problems is the product solving and how is that benefiting you?
Samanage provides us with fantastic reporting on helpdesk analytics, and asset management.
Recommendations to others considering the product:
Make sure to follow their trello boards on setup. It goes over everything in fine detail and makes the implementation process easy.
Samanage is easy to use and can be easily customized.
What do you like best about the product?
They are quick to respond if you need help. They listen to the users feedback and add new functions all the time.
What do you dislike about the product?
The website is sometimes delayed when a email come in for a new ticket. The app on the phone is limited in functional. You cant add solutions for the phone app.
What problems is the product solving and how is that benefiting you?
We didn't have a knowledge base we for our users. Having this cuts down how long I have to spend on tickets.
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