SolarWinds Service Desk
SolarWindsExternal reviews
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Great tool, improving fast
What do you like best about the product?
This help desk tool is amazing. I am able to pull reports on my agents as well as issues our customers are submitting. I am able to customize the categories as we make changes to our structure. There are vast improvements being done in the functionality of the application. It is great that you guys listen to our input and strive to make them a reality.
What do you dislike about the product?
Inability to merge users and updating more that 25 incidents causes the system to time out.
What problems is the product solving and how is that benefiting you?
Management of Helpdesk incidents, problems, changes, and reporting on agent utilization
Samanage gets the job done but lacking features
What do you like best about the product?
I like how simple it is. Very straightforward and without the bloat.
What do you dislike about the product?
I don't like that there's no way to reopen a ticket, at least not in the
What problems is the product solving and how is that benefiting you?
It's a robust yet simple tool to manage IT service desk tickets. I like it.
Highly customizable and easy to use
What do you like best about the product?
We have developed a work flow system where a user can create a ticket with multiple issues and tasks can be created for different people. That way there is one ticket and everyone can see when each task is completed.
What do you dislike about the product?
The thing I dislike the most is that incidents and tasks are separated. Some times technicians forget to look at tasks. At this time it doesn't seem to notify the end user via e-mail either.
What problems is the product solving and how is that benefiting you?
One central place for all incidents flowing into the department. We can now track incidents based on our created categories.
Recommendations to others considering the product:
Take the time to really think out the department work flow and to map out the categories needed for tracking of incidents.
Powerful and flexible, great for K-12 education
What do you like best about the product?
It is customizable from the top to the bottom. Unlike the other market leaders in the K-12 space, Samanage can be completely customized. It is also user friendly, easy to learn from an admin standpoint, and features powerful reporting.
What do you dislike about the product?
There isn't much that I dislike about Samanage. We are a year in and are very satisfied.
What problems is the product solving and how is that benefiting you?
We were seeking to replace our school help desk system. We were using a legacy, K-12 specific solution that hadn't really invested in their platform in years. Samanage allowed us to customize all of the elements of our ticketing system and routing, and allows for easy ticket entry by our end users.
Recommendations to others considering the product:
Worth it. I understand that SchoolDude has now realized that they have to catch up, but Samanage is what they are catching up to.
Easy and functional
What do you like best about the product?
The ease of use, and general layout. It feels almost like a social media platform - which is very familiar to everyone!
What do you dislike about the product?
Nothing really. Everything functions without issues.
What problems is the product solving and how is that benefiting you?
IT Helpdesk and inventory..
Samanage Review
What do you like best about the product?
It is easy to set up and manage. It is also very easy for a customer to submit a ticket
What do you dislike about the product?
I haven't come across anything I dislike as of yet
What problems is the product solving and how is that benefiting you?
Better collaboration with customer interface, asset management and solutions for user's to view
Samanage looks like a solution that will fulfill our needs in ticketing and services
What do you like best about the product?
Customable service catalog items are a great feature
What do you dislike about the product?
Searching for users could be easier. From what I understand you have to filter view as opposed to a search box for users
What problems is the product solving and how is that benefiting you?
Ticketing system and internal processes
Ease of use for Samanage
What do you like best about the product?
I do like the cloud solution option. I have used many system on-site which has the burden of keeping the software update and not much time to use it
What do you dislike about the product?
No context based sorting. When in the Incident screen, using the search will look for Incidents not everything which contains the strings. Changes searches changes,etc.
What problems is the product solving and how is that benefiting you?
We are tracking Incidents, changes and Configurations items. WE also have remote access to items on a Smart phone app
Overall good, but search not always useful
What do you like best about the product?
I like that integrates so many parts of IT functions like assets, incidents and change management.
What do you dislike about the product?
The search and/or refresh of data is hit or miss. I search for an incident that I know exists and it won't find it.
What problems is the product solving and how is that benefiting you?
Authorizing and tracking changes. Tying assets to incidents and changes.
Intuitive and fast
What do you like best about the product?
Ease of use. The ability to search for tickets easily. Making changes and attaching the change to incidents or assets.
What do you dislike about the product?
Notifications bell doesn't respond well to mouse wheel and loading new notifications as you scroll jump ahead.
What problems is the product solving and how is that benefiting you?
Managing SLA of tickets for our customers. Managing assets for our customers. Managing changes to environments using the change request system.
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