SolarWinds Service Desk
SolarWindsExternal reviews
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Samanage makes life easier for our IT team!
What do you like best about the product?
I like that Samanage is all web based and can be accessed from anywhere. I can hop onto any machine and log into Samanage to retrieve tickets or any information I need.
What do you dislike about the product?
I don't have any major dislikes but there are areas where I would like to learn more to fit our business needs.
What problems is the product solving and how is that benefiting you?
Samanage for Service Desk has made our life easier as well as our users. They can track and submit tickets with ease.
SAMANAGE is wonderful
What do you like best about the product?
We have been using SAMANAGE since April 2017 and it is a great service desk. All the services are easy to use, customers find it simple to submit incidents, inventory portal is great, etc.
What do you dislike about the product?
When creating your own forms, there are some items you cannot personalize. You have to work with what is available. Other than that, management is good.
What problems is the product solving and how is that benefiting you?
Inventory is very useful.
Recommendations to others considering the product:
switch!
Robust Ticket system
What do you like best about the product?
ticket management is good, and it tracks software on managed PCs
What do you dislike about the product?
Metrics are quirky. It does make getting some metrics difficult to get over other ticket systems
What problems is the product solving and how is that benefiting you?
samanage makes it easy to track tickets and add to them on the fly which makes it easy to keep things up to date with end users
Recommendations to others considering the product:
Samanage is a living service and changes from time to time, keep that in mind for when selecting this product
User Friendly Application and Great Support
What do you like best about the product?
How fast our reps respond when you have a question.
What do you dislike about the product?
I dislike that some areas aren't as customizable as others.
What problems is the product solving and how is that benefiting you?
We are able to streamline 3 systems into one. It is very time saving.
Very useful ticketing, job flow, change control, asset inventory system
What do you like best about the product?
I like the ability to set up separate categories and work groups to manage division of tasks between technicians.
What do you dislike about the product?
I takes many clicks to go to the set up screen to find what you would like to manage. The menu should be simplified. Also, when you hover over a function there is a delay and then the menu pops up. I would do away with the pop up menus, it is frustrating to use.
What problems is the product solving and how is that benefiting you?
We use it to create and manage Help Desk requests primarily, but that just scratches the surface of its capabilities.
Ticketing and Inventory System
What do you like best about the product?
We use it heavily for our ticket system and works pretty well. Also, keeps tracks of our inventory automatically. through an agent and connects tickets and inventory together
What do you dislike about the product?
The GUI interface could be a little more user-friendly
What problems is the product solving and how is that benefiting you?
Keep Track of issues with tickets but also keeps Solutions tab and also connect all data together with reports
Samanage has Increase our Service Productivity and has made our Support more Effiecent
What do you like best about the product?
The ability to manage and track assets as well as provide end user timely support.
What do you dislike about the product?
The lack of private threaded discussions for IT personnel on a given incident to exclude the customer when necessary.
What problems is the product solving and how is that benefiting you?
Communication of support to the end user and limiting team confusion as to who the incident is assigned to and the status of that incident. The team is more effective in its response to the customer.
DBA
What do you like best about the product?
Easy of use and tracks the necessary information required for an incident or change. Friendly UI.
What do you dislike about the product?
Opening Change Orders is a bit confusing.
What problems is the product solving and how is that benefiting you?
Keeping track of Help Desk Ticket and IT change orders and incidents.
Recommendations to others considering the product:
Yes. The Samanage clould base solution provides our Help Desk with necessary tool for not only reporting a problem but also the ability to produce audit reports. The Dashboard provides a visual help check of how our Help Desk is performing.
A Very Detailed Yet Simple Form of Helpdesk
What do you like best about the product?
The ability to organize and customize groups and user roles to benefit multiple departments and needs of individuals running the helpdesk.
What do you dislike about the product?
Not entirely customizable because its off-premise and you're reliant on support and the community to get on board with some small changes you want. Not a huge deal though.
What problems is the product solving and how is that benefiting you?
It's our helpdesk and knowledgebase. Benefits multiple departments.
Excellent help desk software
What do you like best about the product?
Very easy to track incidents/help desk tickets. The comments section is great to so I don't have to email as much.
What do you dislike about the product?
I dislike the tasks the most, they're hard to get to and easy to forget about.
What problems is the product solving and how is that benefiting you?
Efficient help desk that allows IT to help users requests in a timely manner
Recommendations to others considering the product:
Make sure it meets your requirements and needs as a business
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