SolarWinds Service Desk
SolarWindsExternal reviews
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Great inventory management software
What do you like best about the product?
The sheer amount of data that can be found using Samanage
What do you dislike about the product?
Sometimes duplicate data will hang around after trying to delete it
What problems is the product solving and how is that benefiting you?
Inventory management solutions. This software has a lot of offer to in that regard
Easy to use and great features
What do you like best about the product?
services desk is straight forward and easy to use
What do you dislike about the product?
the mobile app still has some issues that needs worked out, could be designed better
What problems is the product solving and how is that benefiting you?
ability to track incidents and asset management
Solid features & reliability, only missing some basics
What do you like best about the product?
Platform is good, has a ton of features. Some basic seemingly simple features such as drag & drop reordering of collumns are still missing so in some ways feels a little "cart ahead of the horse", but overall these issues are manageable and functionality has been good and reliable
What do you dislike about the product?
Lack of some basics features as noted above
What problems is the product solving and how is that benefiting you?
Ticketing and historical reference to solutions for recurring problems
Samanage: IT Management Made Easy
What do you like best about the product?
The GUI!!! The way the tickets and menus are set up, make navigating the dashboard (and other screens) a breeze. You can easily assign a user, a state, and a requester to a ticket, as well as communicate any needed information through the ticket system as well. Also their support is amazing! They always have people available to answer your questions, quickly, professionally, and with a bit of flair!
I also love that they provide a mobile app, that allows me to work with tickets and end-users on the go.
I also love that they provide a mobile app, that allows me to work with tickets and end-users on the go.
What do you dislike about the product?
They are a little on the expensive side of things when compared to other helpdesk implementations, and their reporting options leave a bit to be desired. Also because it is cloud-based, there are rare moments when outages affect our ability to access tickets or assist our customers in an effective manner.
I dislike that I have to close out of the mobile app, in order to refresh the ticket screen. The app does not fetch any tickets from the last time it was opened.
I dislike that I have to close out of the mobile app, in order to refresh the ticket screen. The app does not fetch any tickets from the last time it was opened.
What problems is the product solving and how is that benefiting you?
The problems we are resolving revolve around end-user support, and asset management. Currently we use their ticketing system to assist field employees with their technical issues, as well as keep track of what devices they are using.
Some benefits we noticed so far, are the constant updates Samanage does to make their product better, and their constant dedication to assisting their customers in times of uncertainty.
Some benefits we noticed so far, are the constant updates Samanage does to make their product better, and their constant dedication to assisting their customers in times of uncertainty.
Recommendations to others considering the product:
Samanage offers a very practical UI and modern tools, that allows for quick and efficient helpdesk management. Shop around. If you are a firm believer in you get what you pay for, this may be the option for you.
Great Inventory not so great ticketing system
What do you like best about the product?
The inventory system is great and the deployment is seamless.
What do you dislike about the product?
The ticketing systems functionality isn't the greatest. I often find myself haveing to click out of the ticket to do some things that should be able to do within the incident.
What problems is the product solving and how is that benefiting you?
Better tracking of my inventory, and a ticketing system.
One of the better ticketing systems I've used.
What do you like best about the product?
It's a very simple to use ticket software and the filter system is very useful.
What do you dislike about the product?
I'm partially colorblind and I think a bit of color customization would be nice.
What problems is the product solving and how is that benefiting you?
We take IT tickets and set general tasks through Samanage.
Meets all our needs and expectations
What do you like best about the product?
Samanage has a very easy end user interface and ticket submission utility.
What do you dislike about the product?
remote control integration with LogMeIn is clunky, and some aspects of inventory management are not the best eg - I cannot assign more than one user to a PC asset. Also cannot add HTML or embed video into a Solution article.
What problems is the product solving and how is that benefiting you?
We use Samanage in our day-to-day user support.
Easy to implement, easier to own and operate
What do you like best about the product?
Up and running with minimal fuss, easy to expand your use over time.
What do you dislike about the product?
Notification options could be expanded to include additional alerts based on user-defined conditions (like, approaching SLA breach) and status change automation for bringing tickets back from 'hold' after a predetermined time (user on vacation, for example).
What problems is the product solving and how is that benefiting you?
We needed a low TCO solution for our Service Desk to manage incidents and requests that we could grow with as we matured as an organization. We've since implemented Asset management, Automated Workflows, Customized forms and templates, and moved beyond leveraging as an IT application to include other service groups like HR and Facilities to handle requests for their services, as well.
Recommendations to others considering the product:
Develop your requirements, demo some products (including Samanage), and dig in deep enough on each to fully understand how your requirements are met so you can make a fully informed decision between what will likely be a number of competing solutions that all 'meet your requirements', but some meet them in ways that are far more beneficial, less complex to maintain, or easier to implement.
Good option for an internal help desk
What do you like best about the product?
The system is easy to use and the process is logical to follow (ITIL). Good integrations with AD (OneLogin) and many other options when used with Zappier. Audit logs in tickets confirm if notifications make it out the users on tickets/incidents. The platform is also continually updated with new features and they take suggestions from the community seriously.
What do you dislike about the product?
No integration with on-prem email systems for calendaring and no effective way to track time spent on tickets. Problems and changes don't send out notifications to the requesting users when updated (only when either is closed).
What problems is the product solving and how is that benefiting you?
Internal IT ticketing system
Recommendations to others considering the product:
This is a great product for an internal IT department or MSP that tracks billable time in another fashion. We also leverage other tools for project management as the problem/change structure in Samanage doesn't do a great job at showing us the step-by-step progress of a particular project.
Great Implementation and service
What do you like best about the product?
Loved the ease of implementation as well as willingness to integrate with other products such as Slack
What do you dislike about the product?
Do not like the asset management piece. It is too cumbersome to create Asset IDs/Tags.
What problems is the product solving and how is that benefiting you?
We are solving Asset management, Helpdesk queuing as well as Self-Service for clients. Have had great success in communication to employees as well as response times.
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