SolarWinds Service Desk
SolarWindsExternal reviews
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Good service desk system with Good support
What do you like best about the product?
Support has been REALLY great to work with. They are responsive and the chat system work well.
What do you dislike about the product?
There are parts of the interface that require multiple steps to do something that should be really simple to do.
What problems is the product solving and how is that benefiting you?
it is a centralized service desk that provides people the ability to do some self help.
Recommendations to others considering the product:
The product has recently gone though a number of interface upgrades that are going in the right direction. Hopefully they will continue to increase their pace of implementing new features. The core product is good and useful.
5/5 pretty good!
What do you like best about the product?
Ease of use, and excellent manageability.
What do you dislike about the product?
Slow page loading times. Strange glitches and some odd issues relating to copy and paste.
What problems is the product solving and how is that benefiting you?
The ability to minimize downtime, and maximize our user productivity.
Excellent CRM product
What do you like best about the product?
Samanage's local agent does a great job of recording all the software installed, displaying PC location and staying up-to-date. The website if very easy to use as an administrator or a standard user. The website has great customization.
What do you dislike about the product?
Samanage will also record installed updates, which makes it hard to filter out on the software page.
What problems is the product solving and how is that benefiting you?
Asset management and IT support request.
Simple setup and forget.
What do you like best about the product?
Its very simple to setup, and does not take bandwidth to keep track of things
What do you dislike about the product?
nothing notable as of now, its a product you can setup and forget and when you need it its there
What problems is the product solving and how is that benefiting you?
being able to track any laptop we setup is very useful since no one wants to manually inventory everything
We use Samanage for Service desk and Inventory of hardware
What do you like best about the product?
I like that in the service desk we can assign tickets to groups of people. I also like that we can pull reports based on categories and subcategories of the tickets submitted.
What do you dislike about the product?
I dislike that in the views i cannot edit certain fields. It would be nice to easily edit the users subject and requester. Sometimes our requested ticket comes from a sharepoint form. This appears in samanage as if the ticket were from sharepoint and not the user. Which brings me to my next dislike. It would be nice to have JS snippet of the help desk samanage form to embed into sharepoint.
What problems is the product solving and how is that benefiting you?
ticket resolution
Recommendations to others considering the product:
they are heading in the right direction. The interface is easy to use.
Great Help Desk with Short learning curve
What do you like best about the product?
Pretty easy to setup and get rolling. Fantastic implementation support and planning for Go-Live
What do you dislike about the product?
Purchasing needs a few more options. No ability to stale date or archive solutions. I'm nit picking here. Its hard to really find anything major wrong with this product.
What problems is the product solving and how is that benefiting you?
Improving response time and accountability for incidents.
Recommendations to others considering the product:
Wouldnt recommend as a ticketing system alone. Would recommend it the company was looking for a sturdy ITSM software.
Efficient and Effective
What do you like best about the product?
The Implementation Support is great from the very start. Before you even get started, they are already sending the Getting Started Guide and assigned us a dedicated Account Manager. Throughout the implementation, we had technical support as well as the implementation specialist assisting us the whole way.
What do you dislike about the product?
Certain features missing when compared to enterprise ITSM suite, but great for SMB market
What problems is the product solving and how is that benefiting you?
ITIL based ITSM solution. Already benefitted from ITAM setup.
Recommendations to others considering the product:
Start with Samanage on your short list
Great Service Desk tool and Asset Management
What do you like best about the product?
Asset Management is included , Easy to deploy, Users like it , Easy to navigate and setup the whole system
What do you dislike about the product?
Nothing much just little bit pricey but worth it, I would love to see Slack work more in creating the ticket
What problems is the product solving and how is that benefiting you?
Ticket getting lost , prioritize tickets, Asset management
Recommendations to others considering the product:
Its nice tool if you have the cash
Streamlining of Service Desk Operations
What do you like best about the product?
Workflows
Asset Tracking
Knowledge Base
Reporting
Asset Tracking
Knowledge Base
Reporting
What do you dislike about the product?
Self implementation - while they do provide support. It is for such a limited time frame that you are unable to plan the implementation on your terms and do a staged roll out if you want direct assistance.
Asset Tag recommendations provided during implementation were near impossible to find.
Asset Tag recommendations provided during implementation were near impossible to find.
What problems is the product solving and how is that benefiting you?
Captured steps in resolution. Able to expose business to resolutions at their fingertips with knowledge base. Fantastic reporting back to managers to improve tickets coming in and service provided.
A Great Replacement for Our In House Service Desk!
What do you like best about the product?
-Great support from day one. The support team answered all of my questions about features when we trialed the system, and they've continued the great support after we officially signed up.
-Improvements are made to the platform all the time.
-The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time.
-Improvements are made to the platform all the time.
-The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time.
What do you dislike about the product?
-Some basic features are missing. For instance, I can't set the system up to alert the entire team when a trouble ticket is closed. This was an important feature on our old service desk, as it let the team know when someone else sorted out an issue. This also helped share solutions among the team. Now, when a ticket is closed, it simply disappears from queue without team learning.
-The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization.
-Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason.
-The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization.
-Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason.
What problems is the product solving and how is that benefiting you?
We've replaced our outdated, cumbersome in-house service desk with Samanage. We're already seeing higher productivity because of the SLAs we were able to set. The automations available within the system help streamline ticket submission and remove a lot of the back and forth when information is missing.
Recommendations to others considering the product:
Samanage is a great affordable solution for your ITIL needs!
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