SolarWinds Service Desk
SolarWindsExternal reviews
726 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Simple and organized
What do you like best about the product?
The ease of setting everything up, creating processes, and building a knowledge base
What do you dislike about the product?
Processes could use some more granular control
What problems is the product solving and how is that benefiting you?
A service portal for the entire enterprise
So far, so good. Does everything on our "needs" and "wants" list.
What do you like best about the product?
Automation, AI learning, ability for user for self help, workflows and custom forms
What do you dislike about the product?
Need to be able to separate categories for Incidents and Service Requests. More flexibility in asset management if you are not using their agent/client
What problems is the product solving and how is that benefiting you?
This will increase the efficiency of not only our IT dept, but also a host of other departments as soon as it is fully implemented.
Recommendations to others considering the product:
Use the Demo and verify that it satisfies all your needs. It is very flexible.
Automations and Reports Make for a Great Overall Service Desk Product
What do you like best about the product?
I love the automations that were recently rolled out. They've increased productivity and saved my techs a lot of time.
What do you dislike about the product?
I wish there was a way to set status for technicians. This would help with assigning when a team member is out on vacation or out sick.
What problems is the product solving and how is that benefiting you?
Tracking of technical problems throughout our district. We also track our purchase orders through Samanage.
Strong UI for improved customer communication
What do you like best about the product?
Samanage Service Desk is a significant improvement over our previous ITSM, particularly in UI design for both IT technicians and customers. Customer communication was our main motivator to switch systems and we are very pleased with the decision. Customer use of the portal increased noticeably from day one.
What do you dislike about the product?
There are a few shortcomings, mostly in reporting and asset management, and we’ve encountered a few bugs. But unlike the competition, reported bugs have been fixed VERY quickly. Client agent has been solid. We also had a challenge initially provisioning users related to Azure AD integration.
What problems is the product solving and how is that benefiting you?
Streamlined customer communication; simplified IT technician processes.
Recommendations to others considering the product:
A solid ITSM for SMB.
Good IT service management tool
What do you like best about the product?
Samanage is very good product for managing your companies IT needs. Users can submit tickets via portal or email address. IT staff can categorize, apply SLAs, contribute to a knowledgebase and tag tickets for future reference in one interface. Reporting can provide metrics on several of modules used by IT. You can also store contracts, vendor information, change management and provide a service catalog for users to request hardware/software. Overall a good product for managing all IT needs.
What do you dislike about the product?
The reporting is some what basic in that the reports provided are canned reports. There is some customization but focused around the canned reports. There has been several times where the automated reports did not send out but Samanage support is very quick to resolve any issues.
What problems is the product solving and how is that benefiting you?
We are identifying the software / hardware with the most issues through reporting and understanding the cause and permanently resolving. We have one location for users to send support requests to.
Samanage is a ground breaking platform that allows you to integrate all facets of your business
What do you like best about the product?
I like the visibility it offers all users. I like the idea they have of connecting IT, Service, Inventory, HR, and just about any facet of your business that you can think of all into one platform so we are all connected.
What do you dislike about the product?
From a maintenance service perspective I wish we had more options for assigning 3rd party contractors that could be saved into the system and then assigning them an incident that could be exported as a work order with not to exceed amount. We have found work arounds thanks to the amazing staff at samanage but they have not quite made it where we would like it to be yet.
What problems is the product solving and how is that benefiting you?
Nothing gets lost, everything is tracked, and this holds everyone accountable for getting the problems solved timely.
Good Stuff for you!
What do you like best about the product?
There are many benefits to using this. We have finally setup the purchasing part of this and I am in love! The custom forms are very nice!
What do you dislike about the product?
When going to some pages, it can load really slow. They have broken some custom fields with their updates. So we would have to go back and update our custom fields to get them to work properly again.
What problems is the product solving and how is that benefiting you?
We were in dire need of some ticketing system, as we were using outlook tasks for IT problems. Now we have the option to track each techs time.
Recommendations to others considering the product:
When setting this product up to your liking, I highly recommend to take your time and go through with a fine tooth comb.
Solid Platform, Continually Growing and Adding New Features
What do you like best about the product?
Speed of updates including useful features, without breaking existing stuff. Also, their support chat staff is awesome - highly helpful and very prompt.
What do you dislike about the product?
The feature set can still be a little less than complete, but it's getting there and maturing very nicely
What problems is the product solving and how is that benefiting you?
We exclusively use it for help desk/ticket management at this point, but it's
Recommendations to others considering the product:
Give it a serious look, it may be less mature in some ways than other offerings but it's quickly catching up!
Samanage Review
What do you like best about the product?
Organization of tasks, users, and assets. I use this on a daily basis and keeping track of assets is much easier (although an improved physical location attribute could be more specific, or help in shipping somehow). The service desk aspect helps me keep my tasks in order and moving forward; and being able to reference particular issues or users with specific issues is quite convenient.
What do you dislike about the product?
Samanage load times can be inconveniently slow sometimes, maneuvering through windows, menus, and screens can be quite inconvenient. I would like to be provided more information on what else I can accomplish with this program, but it's hard due to the fact I still have not overturned every stone here. There is a lot of information that could be organized and provided to make customer solutions better. Occasionally the service desk does drop the ball and miss emails, which severely affects our relationship and ability to accomplish tasks with end--users. This issue is major, and although not common, needs to be addressed when/if it occurs.
What problems is the product solving and how is that benefiting you?
Provisioning equipment, identifying equipment, assisting users, and repairing issues. Being able to organize and stack this much information in one solution is quite powerful in my opinion.
Recommendations to others considering the product:
Check it out, it's worth it for our size company
Good Out-Of-Box product for any small and quick to learn team
What do you like best about the product?
Easy to use, very intuitive. As described in the demonstrations, poverty worked according to expectations. Samanage helped simplify our incident management, expanded our range of features and ultimately helped us to increase the capacity of our support customer support and information management. Service requests have also helped users to provide information for their requests, making it easier for us to make requests easier and to need certain information.
What do you dislike about the product?
It could use a few tweaks, but I think it's just growing pain. Samanage 's team was straightforward with what they're implementing and changes are constantly being released.With a system as robust as this one, there should be a way to allow for more where needed. Sometimes their instructions are a little lacking. Too often, I get an overview instead of a step- by- step instruction that would sometimes be a little more helpful.
What problems is the product solving and how is that benefiting you?
Needed a help desk software to hit quite a few marks and Samange managed. Easy, simple, cloud based, very functional.
Recommendations to others considering the product:
Realize that with this product and the desired outcome are different things, patience is required.
showing 171 - 180