SolarWinds Service Desk
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Implemented SAMANAGE for help desk functionality
What do you like best about the product?
Easy to create a ticket. With samanage, users have the option of either creating tickets using the UI or by sending an email- which would create the ticket. It supports user group + specific users for the assignment of categories to the right personnel to handle the tickets. Per resolution is also an area where you can see solutions to problems.
What do you dislike about the product?
Unable to send a copy of a spreadsheet in the clipboard in email for tickets. Mobile website has a bug when hitting the carriage return in the comments (in the UI, it looks like it is creating a carriage return. However, it actually posts the comment, resulting in a small inconvenience / spamming).
What problems is the product solving and how is that benefiting you?
Samanage helps to manage support tickets as well as clearing possible confusion / miscommunication regarding personnel who handle the support requests.
Recommendations to others considering the product:
Do a trial and a test run with a few users at the time. Start with basic ticketing, and then advance to workflows.
A good product
What do you like best about the product?
Samanage offers a user-friendly, responsive interface that is easy to setup and easy to use
What do you dislike about the product?
New feature requests do not seem to be addressed in short order, and we've been instructed to post new features to the Samanage community which feels like a black hole
What problems is the product solving and how is that benefiting you?
We are more organized, have many less emails, and are not having jobs missed as they were in the past
Great Platform with some caveats
What do you like best about the product?
It's a double edged sword, we love the incidents, the reporting and the asset management
What do you dislike about the product?
The asset management and the incidents could use a little work. We'd love the ability to change more details on a computer without having the software override that.
What problems is the product solving and how is that benefiting you?
Keeping better tabs on our IT tickets as well as our Salesforce tickets, IT projects, and Salesforce projects.
Recommendations to others considering the product:
Do as much research as you can before you make a decision, it sounds stupid but trust me.
Great All in One Software
What do you like best about the product?
Asset Tracking and Service Desk combination
What do you dislike about the product?
The naming conventions are a little hard to get used to but now that we are using them more it is getting easier.
What problems is the product solving and how is that benefiting you?
Tracking Assets to Service desk tickets has been a problem in the past but this software allows the ease of assigning certain assets to the tickets so that we can track them all in one central location.
Samanage Review
What do you like best about the product?
Able to configure easily and update is instantaneous.
What do you dislike about the product?
The search field and attaching incidents/request to existing incidents is not the best.
What problems is the product solving and how is that benefiting you?
Corporate office support and all of our retail stores support. We are able to manage and track all issue related with all request along with asset management.
Recommendations to others considering the product:
Support from Samanage is like none other, they answer your request or questions in a timely manner. To setup, Samanage has many guideline, support and documentations.
Samanage Works for Us
What do you like best about the product?
I like that Samanage is flexible and customizable. We are moving from a very rigid cloud based help desk solution that was simply too expensive and inflexible to work for us.
What do you dislike about the product?
I don't have too many dislikes at this point. Implementation process is smooth.
What problems is the product solving and how is that benefiting you?
We needed a flexible help desk solution that could help us with automated ticket routing and allowed some flexibility in what we are asking from users in terms of information.
Recommendations to others considering the product:
It's a smooth implementation process, one thing we really like about it was the benchmarking feature wherein you can compare your help desk performance against other Samanage users. This is very useful to us in terms of staffing planning and recommendations to our executive team.
Samanage review
What do you like best about the product?
I primarily use the help desk and it seems to be working well so far. I do like the email notifications and being able to reply to a ticket via email. This is typically my preference for responding to new tickets.
What do you dislike about the product?
Sometimes the screenshot quality through email is not good enough.
I dislike the menu on the website that pops out of the left hand side when I hover over service desk.
I dislike the menu on the website that pops out of the left hand side when I hover over service desk.
What problems is the product solving and how is that benefiting you?
I am only using the service desk features and our team has become more organized tracking and resolving support tickets. We try to force the users to submit tickets through the application to prevent getting multiple support requests to different people for the same issue.
Great for tickets, changes, asset management.
What do you like best about the product?
Samanage is a great tool for incidents, problems, change management and asset management.
What do you dislike about the product?
It needs some work on reporting and I don't like that "Tasks" are removed from "Incidents".
What problems is the product solving and how is that benefiting you?
Helpdesk/Incident response.
Ticket and Change Management
What do you like best about the product?
Intuitive and flexible. Forum available to offer suggested improvements.
What do you dislike about the product?
Nothing currently, but we have not fully implemented.
What problems is the product solving and how is that benefiting you?
Ticket tracking and Change Management
Excellent IT Tool
What do you like best about the product?
The UI is very user friendly and not too busy. It focuses on what is important and helps unfamiliar users of the application to use it.
What do you dislike about the product?
There are some bugs while editing text in a ticket. I also think it's too many clicks to add a user to a ticket (added via email CC). I wish there was a way to just tag a user in a response so they get notified of it.
What problems is the product solving and how is that benefiting you?
Help Desk ticketing system and KB articles.
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