SolarWinds Service Desk
SolarWindsExternal reviews
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Efficient Ticketing System
What do you like best about the product?
Very organized and easy to use. Clear visibility and user friendly.
What do you dislike about the product?
The view of the ticket - order is ascending from newest to oldest. Would prefer the older information at the top. An idea would be to have the old info at the top and whenever entering the ticket, the page can "leave off" at the newest comment.
No organized way to "save" the ticket.
No organized way to "save" the ticket.
What problems is the product solving and how is that benefiting you?
Managing HR related cases and tasks that we complete on an every day basis.
Inventory Management made easy
What do you like best about the product?
The process of accurately tracking laptops, tablets, and phones has been made easy.
What do you dislike about the product?
A bit of manual labor getting the assets in the system
What problems is the product solving and how is that benefiting you?
Accurately tracking and keeping updated assets such as laptops.
Samanage has helped our business in many ways!
What do you like best about the product?
The organization of data and the customization.
What do you dislike about the product?
Reporting needs to improve - I would like to be able to do reports across different fields similar to a relational database.
What problems is the product solving and how is that benefiting you?
Costs primarily...we finally have our hands around what we actually own and won't unnecessarily buy things we don't need.
Recommendations to others considering the product:
For the price - it's great! Its very easy to setup and perfect for branch offices.
Implementation and functionality of this product is far superior to any other program I have used.
What do you like best about the product?
The ease of use of the program is the best feature. The cloud based portion is also fantastic. We were able to train our staff within a day as well as have them up and running that afternoon to complete tickets.
What do you dislike about the product?
There are a few issues with having multiple different departments using the program and being able to report from them. If you are a single dept user for this app, no problem. Reports are great. The issue we are running into is having our facilities added in but there are no master categories. If they had a department separation, then category followed by sub category, that would remedy the problem. Not a deal breaker for the software though.
What problems is the product solving and how is that benefiting you?
We are using Samanage for all of our IT and facility incidents. The best part of this application is that you can be mobile with it. Our facility team will benefit the most from this feature. They will no longer have to call back to the office, drive back to the office, or reach out to each other as well as their supervisor, to keep up with their tickets. This is going to save them a great portion of time as well as make them more efficient.
Recommendations to others considering the product:
Mobile platform, HIPAA compliant, signed BAA, easy to use, easy to implement, easy to train, fantastic customer support as well. I will actually miss our implementation specialist when we no longer have him to do our weekly calls. We chose the highest grade package that gave us 3 months with a specialist with over 20 hours and 15 service catalog items. He has been an amazing partner in helping us to get everything up and running as well as making sure we have what we need. Thanks Jason Yeary!
Great HR Tool
What do you like best about the product?
The ability to track and review incoming inquiries to mulitple "queues" that have been established by my organization.
What do you dislike about the product?
The system is sometimes slow to update changes.
What problems is the product solving and how is that benefiting you?
reporting, analytics, tracking of inquiries and responses.
Recommendations to others considering the product:
Engage IT early on in your implementation to avoid delays and potential pitfalls for implementation.
Samanage has been an easy and valuable integration
What do you like best about the product?
The service catalog build and automatic business routing rules; it can be quite complex.
What do you dislike about the product?
I would like more individualized email notifications and states that does not have to be shared across departments and categories.
What problems is the product solving and how is that benefiting you?
Enrollment, ITSC tickets, facilities and project management requests; better organization and collaboration while not meeting critical deadlines. Getting the approvals up front and know who to go to when a task is stalled.
Recommendations to others considering the product:
Work with the implementation team and utilize Trello for collaboration with Samanage; incredibly efficient and if you lay out your vision-the staff will truly help build or fix it (if you setup it up incorrectly). Utilize the check in meetings and training time.
The presentation was concise and covered everything we had expected.
What do you like best about the product?
The presenters willingness to answer any and all questions we had was amazing.
What do you dislike about the product?
Overall I had no complaints with the presentation nor the presenter.
What problems is the product solving and how is that benefiting you?
We're replacing a prior IT support system with Samanage and thus far the experience has been phenomenal. The system itself is complicated, but easily understood after sometime.
Good for Small Operations
What do you like best about the product?
Easy to implement and run with small team
What do you dislike about the product?
Inflexible in customizing certain aspects
What problems is the product solving and how is that benefiting you?
Tracking SLAs for the first time, able to change ownership of tickets, able to do asset and software tracking with incident tracking all in the same place
Recommendations to others considering the product:
Be prepared for a slow feature roadmap. One common thing I see through the community is ideas and long-term plans that have been around for a long time. They do get to implementing good features, it's just not a fast process.
Right decision for us!
What do you like best about the product?
Powerful SaaS that follows the ITIL structure but keeps it simple and friendly for not only the user but for the technician as well. We migrated from BMC's Footprints and our users were very pleased of the difference!
What do you dislike about the product?
No patching or software deployment option yet.
What problems is the product solving and how is that benefiting you?
Samanage has been a huge help in keeping track of contracts and warranties when they are about to expire. It's nice to have a system and not worry about software-related issues keeping a system on-premise.
Recommendations to others considering the product:
Definitely, do the trial session. You have nothing to lose!
Implemented and utilized in 2 companies
What do you like best about the product?
It appears that Samanage is always striving to add features to improve the effectiveness of their product.
What do you dislike about the product?
We've not used the MDM features, but we really arent' even sure if it would serve us to do so.
What problems is the product solving and how is that benefiting you?
Workstation refresh cycles, installed software, warranty expirations, physical location of devices, ticketing, change control, etc.
Recommendations to others considering the product:
If you are looking for device management, warranty insight, contract mgmt, change control, asset mgmt, ticketing, procurement, and more... then you are looking in the right place with SAManage.
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