SolarWinds Service Desk
SolarWindsExternal reviews
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Easy to use, great service
What do you like best about the product?
Samanage has been great, implementation was very organized and our users love the platform's ease of use. The support team is fantastic and readily available whenever we have questions.
What do you dislike about the product?
Please add a projects section! Our team would love to have all of their work in one place.
What problems is the product solving and how is that benefiting you?
User accessibility and ease of use!
Recommendations to others considering the product:
Samanage has been great, implementation was very organized and our users love the platform's ease of use. The support team is fantastic and readily available whenever we have questions.
Ticket tool made for the IT Supporter
What do you like best about the product?
Samanage is an easy application to use and get started with. The learning curve is nothing crazy while there's a lot of features available. There's often improvements to the application due to a good community where people can share requests etc. There's good options for creating self service forms and more and you can tweak them to a certain extend. It's easy to create a filter for the tickets in your organization and it's in general very intuitive.
What do you dislike about the product?
The creation of the Service Catalog could have more options. You can create fields that's dependent on the users decision but it's only available once making the field dependent on one field.
The support is in general good and instant via a chat function, but for challenging questions can take time to get help with.
The support is in general good and instant via a chat function, but for challenging questions can take time to get help with.
What problems is the product solving and how is that benefiting you?
We needed an application to support our users and track the work we do. Samanage do the job and has also helped us streamlining our working methods by using self service requests, knowledgebase etc. We can track what we have done in the past and create solutions directly from a ticket.
Recommendations to others considering the product:
The software is very intuitive and pretty flexible but you have to decide if you can live with an application that in some ways only will be semi-flexible. The UX design prevent you to program yourself. Test the software a lot and make sure it will fit your needs.
Incredibly easy to use and friendly UI.
What do you like best about the product?
I loved the deploying agent that allowed me to simultaneously scan all my assets in house. The UI is extremely clean as well.
What do you dislike about the product?
Nothing so far. The product has been great.
What problems is the product solving and how is that benefiting you?
Asset inventory and update management.
Great solution that is always adding on.
What do you like best about the product?
Great and simple solution that is always adding new features.
What do you dislike about the product?
My biggest gripe is that the Incidents page does not auto refresh. I currently use a browser add-on to do this, but it would be nice to be able to set the page up to auto refresh or notify you of updates. And while its been about a year since I last last used the app, I didn't care for the Android app.
What problems is the product solving and how is that benefiting you?
Change Management was the biggest solution we solved.
Recommendations to others considering the product:
I don't think Samanage is Large Enterprise grade, but is probably perfect for Small or Midsize companies or perfect for companies starting out with these types of solutions. But Samanage is constantly expanding their offerings and adding features.
I like Samanage
What do you like best about the product?
The ticket measurements as well as the ticketing software itself.
After defining Departments/ Categories, etc... it works great
After defining Departments/ Categories, etc... it works great
What do you dislike about the product?
I don't like discovery piece. its cumbersome and seems not to work very well.
Also, I don't like that I have to use a 3rd party software to 'shadow' the computers. I also dont like the BOT. The response time is too long.
Also, I don't like that I have to use a 3rd party software to 'shadow' the computers. I also dont like the BOT. The response time is too long.
What problems is the product solving and how is that benefiting you?
SLA's are down. We also can see which department submits the most tickets.
Management is able to visualize what IT truly does. This is also a great tool to justify the existence and possibly more capital expenditure.
Management is able to visualize what IT truly does. This is also a great tool to justify the existence and possibly more capital expenditure.
Samanage in our IT department
What do you like best about the product?
We like the helpdesk and also like and use the inventory control. Samanage was easy to setup and use. It does use a third party to implement our active directory and that had a few issues that OneLogin fixed. I would rather deal with just Samanage.
What do you dislike about the product?
We wish the user rating system was better. Currently it is only a thumbs up or thumbs down on the user satisfaction feedback. We would like a scale of say 1 to 5. Life happens and once in a while a user will just give a thumbs down.
What problems is the product solving and how is that benefiting you?
We never had a help desk so there was a lot of calls, paging and email. As users learn to put in a ticket, our department is running more efficiently. Also our medical inventory program was not very good at inventory control and so far we like the Samanage inventory interface.
Recommendations to others considering the product:
It will make your department more efficient and have the ability to prioritize all the help desk requests.
Quick Setup
What do you like best about the product?
I liked the online Videos that hand held you thru the installation and setup of the application.
What do you dislike about the product?
The Reports need some work I dislike the bar graphs
What problems is the product solving and how is that benefiting you?
We are now able to track our work via tickets and auto assign tickets.
Extremely straight-forward ticketing system
What do you like best about the product?
The ability to customize Samanage to your usage is amazing. The ability to create custom states, custom email templates, and SLAs is extremely useful. The overall platform and UX is very easy to use for IT and end users. There is continual improvement and enhancements made to the platform on a monthly, yearly basis.
What do you dislike about the product?
Sometimes it can be hard to pull up a past ticket, if you don't have certain information. Over the years, there has been improvements, so I bet it will continue to get better. There are a few automated features that aren't available, but I'm sure they will have them eventually.
What problems is the product solving and how is that benefiting you?
We use Samange for internal help desk ticketing. It fills the need perfectly, other ticketing systems we reviewed were either too complicated or too simple.
Recommendations to others considering the product:
Knowing how you want your end user experience to be is necessary to accurately find a ticketing system to fill that need. Samanage is flexible enough that it can bridge the gap for a majority of organizations.
Overall Very Good, A Few Refinements Would Make It Excellent
What do you like best about the product?
Asset Management and Helpdesk--and the ability to relate the two. Also, the portal and service requests have been very handy.
What do you dislike about the product?
Implementation of some features such as printer assets (automatically collected vs. editable, and the lack of ability to distinguish single printers installed in multiple locations vs multiple printers) and comment behavior for commenters that are service agents.
What problems is the product solving and how is that benefiting you?
Better tracking of Assets for compliance and risks. Helpdesk is much improved which makes it easier for my users to get help and track the status of requests.
Recommendations to others considering the product:
Familiarize yourself with a demo and learn the ins and outs of the system so you know how to best deploy it.
Great cloud Service Desk platform. Only minor Improvements needed.
What do you like best about the product?
I like how fast the web interface is. It integrates very well with Azure SSO. The Service Portal for none portal users to submit a request is a nice feature. I like how tickets get automatically created and workflows can be created based on the email distro that they were sent to.
What do you dislike about the product?
I wish there was an easier way for a non portal user to submit a Change Request. I also wish there was a way to default the approvers for certain requests from the portal.
What problems is the product solving and how is that benefiting you?
IT Help desk and Change Management.
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