SolarWinds Service Desk
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A turn-key ticketing and inventory solution - with room to grow
What do you like best about the product?
Desktop interface, intuitive to all levels of users, clean design that is easy to view at a glance, and nicely partitioned between functions.
Flexible ticket structure and work flows, allowing for catered processes and form-based data-gathering, to obtain the right information from requestors on the first try.
Detailed inventory component, and extensive filtering options, to make it easy to associate troubled equipment or software to a user.
Flexible ticket structure and work flows, allowing for catered processes and form-based data-gathering, to obtain the right information from requestors on the first try.
Detailed inventory component, and extensive filtering options, to make it easy to associate troubled equipment or software to a user.
What do you dislike about the product?
Mobile integration (tested across Android and iPhone). The Apps in the store do not work with the AD authentication, and if you do manage to logon with the App, you are presented with the legacy mobile website, as opposed to the intended app-style that mimics the desktop website, but for mobile screen sizes. Using a browser on the mobile device works, but it is a legacy style interface that is difficult to use for even basic activities.
Lack of live refresh (A feature that is possible using AJAX or similar coding). As of now, to see the latest ticket submissions or updates to a ticket that you already have open, you must refresh the page. Ideally, a ticket handler could keep the Incidents page up on their computer and as tickets are submitted, they would live update. Without this feature, users must actively refresh the page manually, leading to delays in seeing a ticket. There are other avenues of notification that work well (e-mail), however this would remove a step and put them closer to engaging a case just that much faster.
Lack of live refresh (A feature that is possible using AJAX or similar coding). As of now, to see the latest ticket submissions or updates to a ticket that you already have open, you must refresh the page. Ideally, a ticket handler could keep the Incidents page up on their computer and as tickets are submitted, they would live update. Without this feature, users must actively refresh the page manually, leading to delays in seeing a ticket. There are other avenues of notification that work well (e-mail), however this would remove a step and put them closer to engaging a case just that much faster.
What problems is the product solving and how is that benefiting you?
Tracking of user concerns and trouble trends, be them departmental, system, or regional. Demand on IT staff, allowing for forecasting of staffing as well as determination to availability of resources in upcoming projects.
Additionally we now have a great 'always-on' inventory record that is cross-referenced to the user's AD accounts. There is enough flexibility in the fields to capture all relevant data, link to AD information, and tie to our Accounting departments own inventory tracking number system. Importation is easily handled one-by-one on the interface or mass-import via CSV file.
Additionally we now have a great 'always-on' inventory record that is cross-referenced to the user's AD accounts. There is enough flexibility in the fields to capture all relevant data, link to AD information, and tie to our Accounting departments own inventory tracking number system. Importation is easily handled one-by-one on the interface or mass-import via CSV file.
Recommendations to others considering the product:
Be consistent and clear with needs and goals when engaging their support team. They have good resources, however they appear to be a small staff, so it is easy for them to get pulled away from your concern. The more information you can provide them at the start means less back-and-fourth and a quicker turn-around.
Definitely a positive experience!
What do you like best about the product?
The preview feature is awesome for a quick overview of a ticket!
What do you dislike about the product?
I wish there was a little more customization. Logos, colors, etc. Not a deal breaker, just would be nice to brand it as our own.
What problems is the product solving and how is that benefiting you?
We're a tech shop, so Samanage is acting as our ticking queue and it's perfect for what we need.
Great solution for ticketing and Asset Management
What do you like best about the product?
Scale ability is nice, the ability to customize the user experience is a plus as well. Samanage uses a public community where you can discuss and add ideas as well.
What do you dislike about the product?
Some sorting by a-z of default criterias would be nice.
What problems is the product solving and how is that benefiting you?
Asset management was on a spreadsheet prior to Samanage. Now we have more of a real time reporting tool.
Recommendations to others considering the product:
I like Samanage, I never hear my Team complain about this product.
Solid product with automation features
What do you like best about the product?
Forms and task automation also easy for end users
What do you dislike about the product?
some more flexibility around automation would be nice
What problems is the product solving and how is that benefiting you?
Help desk response time and tracking
Fantastic Software For Helpdesk/Inventory
What do you like best about the product?
I am a huge fan of the integration capabilities between tickets and inventory items you log into the system.
What do you dislike about the product?
The reporting features to gather information from certain fields could use some improvement. Current work around is to create custom fields, but then I am duplicating my data entry.
What problems is the product solving and how is that benefiting you?
It is a great helpdesk solution compared to the previous one we had in office. It works great to not only best keep track of who is on what tickets, and which ones still need to be resolved, but also the way you can integrate the inventory into the tickets to help you track ongoing issues that come up with certain machines/other inventory items.
Recommendations to others considering the product:
If you need a system that handles multi-asset tracking and a help desk that is easy to use, I would highly recommend the use of Samanage.
Sophisticated Help Desk
What do you like best about the product?
What I like best is that it is easy to use.
What do you dislike about the product?
There isn't an auto-refresh so I have to constantly press F5 or reload the page.
What problems is the product solving and how is that benefiting you?
I service our many employees with daily computer/software issues. The benefits to this program is more flexibility for the users to get a hold of us.
Easy to implement, amazing customer support!
What do you like best about the product?
It integrated with our existing support email address perfectly, so now instead of replying to emails we just make comments on the cases like any other CRM system. It all gets formatted and organized seamlessly. New users can be added easily and you don't need experience with a CRM system to understand Samanage.
What do you dislike about the product?
There is not much bad to say about Samanage, if there is a problem they fix it very quickly. One thing that is kind of annoying is that if you have it set to email the requester when a case is resolved, it will always send an email. I wish there was an override you could check when resolving a case to suppress the email. It'd be useful when you resolve a case and then they reply back saying "Thanks" which re-opens the case.
What problems is the product solving and how is that benefiting you?
We have a much more organized ticketing system now, instead of having to hunt down email chains and having emails get pushed to the back and forgot about.
Samange Is Great
What do you like best about the product?
They already offer a pretty full feature package for ticketing, change and problem management, but they are consistently improving on what they do. A little over two years ago when we got into Samanage there were a few features that didn't exist or were very basic, like approvals. When asked they said that improvements were expected later in the year, and they came through on every single one.
What do you dislike about the product?
They still only offer two tiers of Categories. This is a bit limiting for larger teams and third tier would be very welcomed. I know they've said they're planning on adding this, but nothing yet. Their searching of tickets is kind of weird too. We've searched for tickets with a word and had tickets with that word in the title not show up.
What problems is the product solving and how is that benefiting you?
We are able to actually track and manage our problems separately from our incidents is huge. It lets us keep a good handle on fixing people's problems while making sure we're not just doing the same fix over and over again.
Recommendations to others considering the product:
Make sure you have your teams worked out ahead of time. Trying to change teams after the fact can get really messy. Adding other teams later is surprisingly easy though.
Easy deployment, Great customer service
What do you like best about the product?
Ease of use and implementation was very quick. The longest part was the customization we had for forms and fields. Training was also easy for both Service Desk Users and Portal Users
What do you dislike about the product?
Some functionality is still not available
What problems is the product solving and how is that benefiting you?
Internal IT/IS ticketing solution
Recommendations to others considering the product:
Easy to use and implement
Great Product! Easy to Use!
What do you like best about the product?
Ease of use and overall feel of Samanage. Samanage is excellent!
What do you dislike about the product?
When AWS Goes down causing issues to Samanage
What problems is the product solving and how is that benefiting you?
All of our IT Related incidents are going through Samanage. This makes it way easier for our technicians to distribute and resolve issues more efficiently.
Recommendations to others considering the product:
Go for it! Samanage is great definitely super easy to use.
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