SolarWinds Service Desk
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Seems great for either large or small organization
What do you like best about the product?
-Easy to understand interface
-Solutions are awesome. They are articles of how to do stuff. You can make them internal for just the service side of the team, or make them public. And you can attach a public solution in a ticket. It puts the article right in the message body. And the solutions can have screen shots, and what I love is you can resize the screen shot so it doesn't take up too much space, but if you click on it, it immediately pops open to the original size
-service catalog can have variables and processes. so variables mean if someone requests something, you can set how it can be approved. like there is a group of approvers, and you can set that all need to approve, or maybe only 50% need to approve
-process section of service catalog can work as a check list, with descriptions of how to, so you can make steps of how to do something, and the person can see instructions of how to do it. super helpful.
-Solutions are awesome. They are articles of how to do stuff. You can make them internal for just the service side of the team, or make them public. And you can attach a public solution in a ticket. It puts the article right in the message body. And the solutions can have screen shots, and what I love is you can resize the screen shot so it doesn't take up too much space, but if you click on it, it immediately pops open to the original size
-service catalog can have variables and processes. so variables mean if someone requests something, you can set how it can be approved. like there is a group of approvers, and you can set that all need to approve, or maybe only 50% need to approve
-process section of service catalog can work as a check list, with descriptions of how to, so you can make steps of how to do something, and the person can see instructions of how to do it. super helpful.
What do you dislike about the product?
-Ticket status does not automatically change when a use replies. For example, if a ticket status is "waiting for user", and they reply, the status stays the same, as opposed to "user responded"
-when viewing the ticket queue, sort order always defaults by ticket number. You can click on a sort column to sort by another category, but after leaving the page it defaults back to ticket number. It is often helpful to sort your tickets by something besides ticket number. For example, I prefer to view tickets by status. I find it easier when constantly checking my queue. All my tickets where I am "waiting on user" are bunched together", then actionable tickets show up near the top because they have the status "assigned"
-when viewing the ticket queue, sort order always defaults by ticket number. You can click on a sort column to sort by another category, but after leaving the page it defaults back to ticket number. It is often helpful to sort your tickets by something besides ticket number. For example, I prefer to view tickets by status. I find it easier when constantly checking my queue. All my tickets where I am "waiting on user" are bunched together", then actionable tickets show up near the top because they have the status "assigned"
What problems is the product solving and how is that benefiting you?
-Help Desk Tickets
-Inventory
-Request Process
-Onboarding and Offboarding process, working with HR
We have realized different teams of the company can have their own self help and resource sections within Samanage. Different teams can put solutions there (how to's)
-Inventory
-Request Process
-Onboarding and Offboarding process, working with HR
We have realized different teams of the company can have their own self help and resource sections within Samanage. Different teams can put solutions there (how to's)
Recommendations to others considering the product:
Super easy to use, customization is easy to understand. I wish we started using it sooner because we have other teams within IT using other ticketing systems, and it would be great if we were all within Samanage!
Overall flexible, easy to learn, great for Incident tracking. Tasks leave something to be desired.
What do you like best about the product?
The portal side for the users is excellent, folks learned this aspect very quickly. We were also able to tailor the program to our specific organizational needs due to the flexibility in the product. Reporting and exports are excellent, and we are excited by the custom fields and forms aspect of the product.
What do you dislike about the product?
For us, it is a disappointment that Service Catalog Tasks cannot be reassigned once they've been sent out. We have many tasks that should land in a group at first then be assigned to an available individual.
What problems is the product solving and how is that benefiting you?
We are a support-based organization and we desperately needed to overhaul our old, in-house ticketing system. This new system gives our department flexibility and reporting in a way that they have never had before. We have teams like our Call Center and even Loan Services using the product to keep track of tickets and their work. It's great that we were able to tailor a solution for these departments who have grown so dependent on a ticketing system.
Recommendations to others considering the product:
Excellent for Tech and Facilities Service Desk ticketing.
Ensure that you REALLY know the difference between an Incident and a mere Service Task. And ensure that if your company needs complicated workflows, that they fully understand the concept of the Task.
Tasks don't have reporting, reassignment capabilities, it's practically an electronic checklist that can't be sorted.
Ensure that you REALLY know the difference between an Incident and a mere Service Task. And ensure that if your company needs complicated workflows, that they fully understand the concept of the Task.
Tasks don't have reporting, reassignment capabilities, it's practically an electronic checklist that can't be sorted.
Samanage is wonderful
What do you like best about the product?
I like that its web based.product and accessible from anywhere.
What do you dislike about the product?
It doesn't have any remote desktop functionality built into it.
What problems is the product solving and how is that benefiting you?
It mainstreamed our inventory and help desk systems into one place.
Recommendations to others considering the product:
Its web based
Love Samanage
What do you like best about the product?
Can easily assign tasks to other users
Ability to manage multiple projects at once
Visibility on projects
Ability to manage multiple projects at once
Visibility on projects
What do you dislike about the product?
Due Date on Service Catalog - no mandatory option
What problems is the product solving and how is that benefiting you?
Managing multiple incidents
Time management
Project visibility
Ease of Communication
Remote users are more connected to projects
Time management
Project visibility
Ease of Communication
Remote users are more connected to projects
Samanage Ticketing
What do you like best about the product?
The ease at which you can setup a helpdesk system tailored to your workflows. The Service Catalog is great for using as a form for HR, Facilities, or IT. Asset Management is the bonus for me, as I can tie issues to hardware and track that to see if there are ongoing issues with a certain machine or group of machines.
What do you dislike about the product?
Would like to see more integrations with Slack.
What problems is the product solving and how is that benefiting you?
IT Helpdesk tracking right now, will expand to HR and Facilities as our company grows. Asset tracking will aid when we need an audit, knowing the hardware and software installed on each machine.
Perfect for Work Order (Incident) Management
What do you like best about the product?
I use the Incident feature the most. It is a great way to track work load and internal customer work orders and requests.
What do you dislike about the product?
Only files smaller than 10MB can be uploaded in an Incident. A larger file limit is definitely needed.
What problems is the product solving and how is that benefiting you?
We use Samange to track our marketing and graphic design work orders. As stated above, it's a great way to track work load and work orders.
In implementation stage of Samanage! Not yet "live" or rolled out!
What do you like best about the product?
At this point, the representatives whom we have worked with from Samanage have been very knowledgeable and responsive. We just had our kick-off call today and our implementation specialist was very organized and introduced us to the Trello project management portal. The call was very productive and the implementation schedule is very detailed.
What do you dislike about the product?
At this point, nothing to note. We are still in the implementation phase of Samanage.
What problems is the product solving and how is that benefiting you?
Better serve our customers and have a incident tracking and knowledgebase for IT and our customers. We also want to create customized report request forms for the Service Desk side for use by our Development and Data teams. We are also planning to use the Asset Management for asset tracking, version control, etc.
Recommendations to others considering the product:
Yes.
Samanage is very easy to use and modern.
What do you like best about the product?
Samanage has a very clean, modern, and uncluttered UI. Setting it up is a breeze and it is very well suited to small to mid-size teams. As a ticket system it is one of the best I've used.
What do you dislike about the product?
There are several things that could be more configurable or more user friendly like the main ticket view. You have to go to one page to comment on the ticket and another to change who it's assigned to or it's category for example. Filtering rules should allow for NOT operators and advanced search can be cumbersome.
What problems is the product solving and how is that benefiting you?
Samanage has allowed our IT team members and users in 11 sites internationally to better ordinate and track user requests.
Met our business need to successfully go live in weeks
What do you like best about the product?
Browser-based. ease of use - could go live in a matter of weeks. Portal - new channel for our customers.
What do you dislike about the product?
Usability issues - can't easily communicate in the context of a ticket within our team. Subpar reporting
What problems is the product solving and how is that benefiting you?
Team collaboration (could be better with enhancements). Better insight and management of inventory. Process management orchestration (across functional areas).
Recommendations to others considering the product:
Try out exactly how communication/comments will work for your support team and customers (less than ideal for us currently). Also try out reporting features; looks great in a demo, but not enterprise-grade reporting yet (e.g. can't create a single report or dashboard and publish to others).
Love it (with a few caveats)
What do you like best about the product?
So far the implementation support we've gotten has been extremely helpful. We've had a set implementation specialist ever since we signed our contract and that has been invaluable. She's been an amazing help. This includes meetings with her about once a week that has helped us with any questions we may have. Also there is a chat that we can utilize in the corner of the screen when logged in that makes support very easy to access. I've used it quite a few times to answer quick one off questions that don't really need to wait for implementation meetings. I also love the feature of being able to add "Other Assets" as in things that don't necessarily have the tracking software.That's very helpful for our lending library of devices. I'm also a fan of just the general set up of the website. It's easy to use.
What do you dislike about the product?
Wish there were a few more customization options, especially under purchase orders. Being able to delete software and printer entries would be nice. It would help me stay organized and keep unwanted entries from clogging up the system. Also it could look just a little more modern but that's not really a dislike/problem just a little aesthetics thing.
What problems is the product solving and how is that benefiting you?
We desperately needed a helpdesk management solution and inventory solution. So far both are getting us organized and helping us better serve or end users.
Recommendations to others considering the product:
Look for another purchase order solution if this doesn't fit your exact needs.
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