SolarWinds Service Desk
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Samanage Ease of Use
What do you like best about the product?
I liked the ease of use and the quick integration and the fact that the console is cloud based. Highly customizable menus and service desk bulit in. We are benefiting from all tools being housed under one tool
What do you dislike about the product?
nothing i found at the moment. We are still implementing the software.
What problems is the product solving and how is that benefiting you?
we are solving a huge inventory and asset management problem. Before we were using excel spreadsheets
Easy implementation and easy to use - great support staff!
What do you like best about the product?
I love that the support staff are easy to contact and very responsive (via the chat tool). The asset management has completely cleaned up our inventory and made managing assets much easier. The reporting tools are amazing as well. The help desk system is also fantastic and integrates with the asset management tools very well.
What do you dislike about the product?
Some bugs can go a long time without being resolved (for instance, email attachments to help desk tickets weren't working for 3 months).
What problems is the product solving and how is that benefiting you?
Samanage provides us with fantastic reporting on helpdesk analytics, and asset management.
Recommendations to others considering the product:
Make sure to follow their trello boards on setup. It goes over everything in fine detail and makes the implementation process easy.
Samanage is easy to use and can be easily customized.
What do you like best about the product?
They are quick to respond if you need help. They listen to the users feedback and add new functions all the time.
What do you dislike about the product?
The website is sometimes delayed when a email come in for a new ticket. The app on the phone is limited in functional. You cant add solutions for the phone app.
What problems is the product solving and how is that benefiting you?
We didn't have a knowledge base we for our users. Having this cuts down how long I have to spend on tickets.
Samanage is simply and easy to use
What do you like best about the product?
Easy to use and maneuver, end user friendly. Was easy to implement.
What do you dislike about the product?
Changes its look a lot, have issues with wave files.
What problems is the product solving and how is that benefiting you?
We use it for help desk tickets, asset tracking, projects
Recommendations to others considering the product:
Easy of use
Samanage for the Win
What do you like best about the product?
The flexibility and ease to setup. It is easy to get the system up and running and adjust as you go.
What do you dislike about the product?
I wish the change feature functioned differently. When we make notes, the user isn't notified of the note that is added, but we have a work around to add a task for the user to review the note. We use the changes to manage projects more than anything, which isn't what it is really designed for, but works well.
What problems is the product solving and how is that benefiting you?
We are solving issues in our company by streamlining all issues and requests via the portal for all employees in the company. Instead of getting emails, we now get notified via Samanage with incidents and requests, which makes my job easier to manage.
Recommendations to others considering the product:
Take your time and figure out what you need and do a trial.
Great feature set, the best support, all for a very low cost.
What do you like best about the product?
Their support is the best. The tool has a ton of ability and is far less expensive than their competitors. Unless you have ServiceNow money, this is the way to go for sure.
What do you dislike about the product?
I would like the service catalog to be improved, as well as an additional category level for tickets. (A, SA, SSA, currently only 2 levels A, SA). Also the ability to add and remove licenses from agent seats on demand via the control panel. My only other one is spitting tickets between, Issue, and requests via a ticket type. With the exception of the Service Catalog, the rest are small things that I am confident they will address.
What problems is the product solving and how is that benefiting you?
We use this tool for everything including and not limited to: Service Desk (Helpdesk), Financial, Internal customer support, external customer support etc. With their aligned focus on automation, we'll be able to save hundreds of man-hours a week with automated tasks and software deployments.
Recommendations to others considering the product:
Great features, the best support, and great price. Nothing near this price range comes even close.
Full Featured & Lightweight
What do you like best about the product?
I enjoy that it has a clean UI, it's not cluttered with tons of options but it has what I need to make decisions.
What do you dislike about the product?
I wish it were easier to make custom reports. I tend to export to a .CSV and then use Excel to analyze data.
What problems is the product solving and how is that benefiting you?
It's a "one stop shop" for multiple departments, thereby eliminating the "which place do I go for help?" scenario.
Recommendations to others considering the product:
I enjoy that it's light-weight. I previously used ServiceNow and didn't find it very easy to maintain or customize.
Samanage is a great fit for a small IT department
What do you like best about the product?
The dashboard and simplified administration of workflows.
What do you dislike about the product?
Service requests need to be more independent of incidents.
What problems is the product solving and how is that benefiting you?
Contract and vendor management. Improved efficiencies with internal business processes. Measure customer satisfaction.
Recommendations to others considering the product:
Be sure you fully understand the lack of separation between incidents and service requests. Also, IT services and other departmental services (ex. Facilities and HR) are muddled together.
Smooth implementation
What do you like best about the product?
Ability to add tasks to an incident to split up an incident to multiple agents. Ability to automate workflows. Ability to add approver process to workflows.
What do you dislike about the product?
No ability to disable autoresponders to specific addresses/domains. No ability to disable notifications based on user.
What problems is the product solving and how is that benefiting you?
Ability to improve workflows, increase efficiencies and improve time to complete incidents. Improve workflows between departments: HR & iT teams.
Great Service Desk Management Service
What do you like best about the product?
The interface is very user friendly and easy to navigate.
What do you dislike about the product?
Filtering can be cumbersome and may not be as straight forward.
What problems is the product solving and how is that benefiting you?
Incident, problem and change management. Samanage is great to keep track and pull reports for various issues.
Recommendations to others considering the product:
Be sure this meets your requirements.
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