SolarWinds Service Desk
SolarWindsExternal reviews
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Great system for communications and asset management.
What do you like best about the product?
Extremely easy for our customers to interact with and provides an effective source of information for case history. The individual asset management has made us far more efficient and we can better coordinate as a team on issues.
What do you dislike about the product?
Not everything can be 100% customized such as the ability to create individual notifications for user tasks. There are new features being added all the time however.
What problems is the product solving and how is that benefiting you?
Before we switched over to Samanage there was really no way for us to manage our assets locally outside of a massive excel file. Keeping track of what happened to individual systems was a nightmare as items there was no way for us to monitor them once they went out the door to our remote users. Now we can easily see who has been assigned what hardware, what issues they've had in the past, and hardware/software diagnostics that allow us to be proactive rather than reactive.
Great product, Great staff.
What do you like best about the product?
Support is almost instant, Easy to use interface.
What do you dislike about the product?
Filtering can be a pain to manage, just need to spend more time thinking it out.
What problems is the product solving and how is that benefiting you?
Ticketing system, solution tracker, inventory management.
Recommendations to others considering the product:
Plan ahead
Samanage is an amazing product
What do you like best about the product?
The interface is easy to use and not cumbersome. There are no click-through-5-screens to get actions accomplish. Its clean and intuitive, but still functional interface is one of my most important measurements. My technicians and end users are using very well. This is the first tool in which end users have actually engaged. We're getting 30-50% portal use.
What do you dislike about the product?
The reporting could be better. This has been true from the beginning, which for us was 2 years ago. I would like to access the time logs without having to build an API interface. I had this in my previous solution. Not having this means I can't individually attribute work that additional techs spend on another person's request/incident. They end up putting time into a "tasks this week" request. This means I can't really track all time spent on a request if I want to properly attribute it to a technician. I wish this was different.
I also really, really wish I could auto-assign due dates based on categories, priorities, or who submitted the request. I really miss this feature.
I also really, really wish I could auto-assign due dates based on categories, priorities, or who submitted the request. I really miss this feature.
What problems is the product solving and how is that benefiting you?
Samanage has significantly reduced the number of phone and email tickets. This was messy in our last tool because almost no end users were using the portal. I have business rules that assign work from specific end users, specific work types, and other factors to the appropriate person. I have a small team, so specific work goes to specific people. This helps streamline that process. I have saved 50% of my admin time spent in a helpdesk solution. My level of communication spent outside the tool has also decreased. The comment feature is very helpful, especially for communicating with users. Real-time chat with users would be an awesome "power-up" to Samanage.
Recommendations to others considering the product:
Really evaluate what you can't do in Samamage. We are meeting 80-85% of our needs in Samanage. I am willing to use Asana for project management, for example. I can deal with whatever other features are lacking.
Great helpdesk and inventory system
What do you like best about the product?
The helpdesk works really well. It allows for multiple people to easily divide incidents to streamline resolution.
What do you dislike about the product?
The main issue I have with the helpdesk is the page doesn't auto update.
What problems is the product solving and how is that benefiting you?
It is an easy, intuitive program for keeping track of work that needs to be done.
Easy and Flexible Ticket System
What do you like best about the product?
The flexibility of customization. Easy to use. Nice looking and easy to navigate UI
What do you dislike about the product?
Incident filter limitations (although this could be user/setup error)
What problems is the product solving and how is that benefiting you?
Tracking both help desk and development tickets.
Good product
What do you like best about the product?
Helps us keep track of tickets, changes, equipment, licenses. The portal for user self help is nice.
What do you dislike about the product?
The search functionality could be better, but I hear that will be improving.
What problems is the product solving and how is that benefiting you?
Samanage handles all our service desk needs.
Easy to use IT Service Desk tool
What do you like best about the product?
Intuitive enough for users to catch on and start submitting tickets with little or no training. We are also able to map email addresses so users can create tickets by sending an email.
What do you dislike about the product?
The integration with AD is not seamless (needs a third party add-on) at least for fist login. The initial 2 step authentication can also be bothersome.
What problems is the product solving and how is that benefiting you?
it enables service desk personnel to quickly identify new issues and manage them more efficiently. The knowledge base feature seems promising as well. Although haven't had a chance to explore into it.
Support desk
What do you like best about the product?
What I like best about Samanage is that it is web based. Our IT dept. is in multiple states and it is great to be able to see everyone's Incidents in real time and each employee can assist others on their task by giving advise and or knowledge. We are also able to help each other out by closing cases and checking on the status of the end user to make sure they are taken care of in a timely manner.
What do you dislike about the product?
The only thing I do not like about Samanage Is the copy paste functionality. We take a lot of screen shot in out company and you can not paste directly in to Samanage. I have to use a work around by pasting to "MS Word" first and then in to my Incident. It is an extra step but not a deal breaker.
What problems is the product solving and how is that benefiting you?
Like I stated earlier we love the way we can collaborate on each other Incident by giving advice and knowledge in real time to our support staff and end users.
Recommendations to others considering the product:
Weigh all of your options to make you are getting the tools you need to run your business.
Excellent Product
What do you like best about the product?
I like the work flows best. This has made our work lives so much better and efficient. Before it was all a manual process and many times, things were missed or forgotten. The work flow feature is a must.
What do you dislike about the product?
Though we are fairly new to the product, I have no complaints! It is light years ahead of our previous solution and I am extremely satisfied.
What problems is the product solving and how is that benefiting you?
Samanage has streamlined many of our help desk request using the work flow piece. This enabled our department to serve our clients better.
Also, the knowledge base with option to tag articles has allowed our users to find their own solutions which in turn, is deceasing the number of tickets we receive.
Also, the knowledge base with option to tag articles has allowed our users to find their own solutions which in turn, is deceasing the number of tickets we receive.
Recommendations to others considering the product:
Just give it a try, you will love it!
Samanage Initial Review
What do you like best about the product?
We are in the implemetation stage so it's hard to say much about the software until we start using it, but their help with our setup has been great. Our SSO implementation went smoothly the person helping us with our implementation has been very helpful. We are looking forward to using the software in production.
What do you dislike about the product?
Except for the price, which is pretty steep, there is nothing I dislike about Samanage.
What problems is the product solving and how is that benefiting you?
We are in the implementation phase with Samange, so my review is more of what we experienced in testing and now implementation. Our old help desk software offered Single Sign-on, but not SAML, which is what we are using. That was one of the biggest reasons to move to Samanage. That ended up being a very easy migration for us. Our old software also didn't make it easy to determine work ticket priority, which is very important for us and Samanage handles it much better.
Recommendations to others considering the product:
I don't have much experience with Samanage, but so far I am pretty impressed with them. They are helpful and their software seems impressive.
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