SolarWinds Service Desk
SolarWindsExternal reviews
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Samanage Helped our I.T. Department Be More Efficient
What do you like best about the product?
The ease of use and support. We were up and going in a day. The Work flows streamlined many of our processes that took away some of the monotonous tasks that tend to bog you down.
What do you dislike about the product?
The only problem we had was with the SSO through a third party. That was a little tough and unexpected. I would like Samanage to have a native SSO to finish out their product.
What problems is the product solving and how is that benefiting you?
It is a great help desk program. It has helped us with managing our deployed and shelved inventory. We have automated some processes that helps get around some of the bureaucratic tendencies of business.
Solid To Use, Lacking Customization
What do you like best about the product?
The Samanage Agent and Asset tracking has been crucial to getting a better understanding of our organization, our employees and how our equipment is used.
What do you dislike about the product?
Samanage does have some limitations on customization, which has introduced some frustrations from both users and customers alike.
What problems is the product solving and how is that benefiting you?
We've had difficulty with Samanage in that Samanage does not have the ability to integrate a portal that is externally facing. Our business deals with many external clients, and having the ability for clients to submit a ticket directly would save valuable time and resources.
Samanage has a fantastic ITIL process, and has helped us integrate using this process in our organization. Their support has been crucial to large scale changes within our organization and streamlining our support processes for both internal and external customers.
Samanage has a fantastic ITIL process, and has helped us integrate using this process in our organization. Their support has been crucial to large scale changes within our organization and streamlining our support processes for both internal and external customers.
Easy to use interface with a rich set of features
What do you like best about the product?
Easy to use interface with a rich set of features, great for getting a helpdesk off the ground quickly. Very simple for the end user.
What do you dislike about the product?
Reporting is a chore to get working correctly. A lot of the canned reports either do not work, or do not display helpful information.
What problems is the product solving and how is that benefiting you?
One point of contact for all of our support needs with features that create a sense of collaboration.
Nice Product for the Price
What do you like best about the product?
One of the key features of Samanage is the mobile app. In the past our techs had problems getting notifications of work orders assigned to them while off-site or in a different building (using our old system Track-It!). They love the new features of the mobile app and that it notifies you on the phone. We like the web interface for accessing the site. Our previous product was client-based. One of the other features is that Samanage is fully ITIL compliant which gives us greater flexibility than just Help Desk. I like the integration with other services such as Slack, and OneLogin. They have quite a collection. Another feature is the ability to assign tickets to a group/team, which we were unable to do previously.
What do you dislike about the product?
I would still like to be able to have my techs show up as not available when they are on vacation, so that we don't assign tickets to them that won't be addressed until they come back.
Sometimes the Samanage support is a little slow to respond.
Sometimes the Samanage support is a little slow to respond.
What problems is the product solving and how is that benefiting you?
Better communication with our techs. Allows different departments to leverage the tools Samanage has to offer
Great Solution for All In One Helpdesk and Asset Management Solution
What do you like best about the product?
They've come a long way. We've used Samanage for approximately 6 years from back when they did the basics to now, where they are basically an all in one solution for internal helpdesk teams.
What do you dislike about the product?
Really nothing at this point. If I had to nitpick, their approval workflows still aren't the best. They don't have the ability to make decisions conditionally based off of stored information such as manager, department, etc.
What problems is the product solving and how is that benefiting you?
Helpdesk ticket management and asset management.
Samanage Service Desk is evolving
What do you like best about the product?
One of the things I like about Samanage is that you are able to create problems so you can see problem areas but attaching incidents. Solutions is also helpful and being able to attached these to incidents makes for not only a robust knowledgebase, but also quick answers for customers.
What do you dislike about the product?
The few things we have disliked about Samanage - not able to edit an assigned person outside of clicking edit was quickly fixed. Samanage appears to be a platform that evolves for its customers.
What problems is the product solving and how is that benefiting you?
Account issue - log in problem. Printer, software, hardware issues. Digital signage issues. Requests made for Data and analysis. Networking and telecom requests.
Recommendations to others considering the product:
Sometimes I find a lag when trying to attach solutions - certain browser seem to be a problem. A bit convoluted sometimes.
Very nice product
What do you like best about the product?
Easy to use, very nice layout. They make regular updates that usually improve the product. Easy to customize what you see. Easy for users to submit tickets.
What do you dislike about the product?
The search function can be frustrating sometimes. You type in a search term and the results can be...unexpected.
What problems is the product solving and how is that benefiting you?
It makes it easy to manage our Help Desk queue.
Recommendations to others considering the product:
Give it a try!
Samanage Service Desk
What do you like best about the product?
I like the ability to work with all of my colleagues on incidents, inventory, and other areas that the Samanage Service Desk has to offer. The user interface is pretty easy to use and understand, even for novice users of the service. End users that will be submitting tickets for service can jump right in as well as it is pretty straightforward in terms of submitting tickets. The reporting tools also provide a valuable feature that can assist in showing the work being done through Samanage.
What do you dislike about the product?
The import feature for things like inventory items, users, etc. seems to be very particular when importing the CSV file containing this information. If everything is not just right, expect to get several fail notifications before your data are uploaded.
What problems is the product solving and how is that benefiting you?
The two largest areas being serviced by Samanage are the help desk tickets and the inventory. We are able to keep accurate records of problems occurring on campus and how quickly they are resolved. In addition to that, the inventory tracking helps tremendously for overall IT needs on campus.
Recommendations to others considering the product:
Use the implementation time that you are given with the Samanage team wisely before going live with the product.
Useful Tool
What do you like best about the product?
I really like how easy it is to communicate with clients in the comment feature on tickets.
What do you dislike about the product?
I do not like the reporting feature as I believe it lacks some key features that could make it more useful.
What problems is the product solving and how is that benefiting you?
We are able to resolve incidents on a much faster basis and communicate much easier.
Recommendations to others considering the product:
N/A
Samanage service desk delivers features that help our team perform.
What do you like best about the product?
Our team likes the automation that we have been able to leverage in the help desk. We are using these to walk team members through the required steps for larger repeated requests. Examples are employee on-boarding or termination and software validation.
What do you dislike about the product?
A lack of automated refresh on the incident page and weak time tracking. The lack of software install date.
What problems is the product solving and how is that benefiting you?
We are better able to consistently deliver on the larger tasks with the workflow feature. The inventory features have enabled us to track assets better than ever.
Recommendations to others considering the product:
The implementation team is awesome. I highly recommend that any new customer take advantage of them to maximize the potential for a successful launch.
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