SolarWinds Service Desk
SolarWindsExternal reviews
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Samanage does everything I need!
What do you like best about the product?
Easy ticket tracking, creation and resolution. I love the solutions option so we can put fixes for common issues and make available for regular users. I also like that it can be used for inventory and contract management.
What do you dislike about the product?
No auto refresh on ticket screen so you have to manually refresh to see new tickets
What problems is the product solving and how is that benefiting you?
Ticket tracking. Contract and inventory management as well as mobile device inventory
Recommendations to others considering the product:
Highly recommended for bot price and business functionality
Great product. Easy to configure and use with solid functionality.
What do you like best about the product?
Workflow and UI would be the areas I would like to see them focus on enhancing.
What do you dislike about the product?
Would like to expand on the PO and Workflow. Fairly simple case logic and I would like to see it be a bit more robust.
What problems is the product solving and how is that benefiting you?
Service issues and user perception. Compliance and asset management. We are looking forward to higher engagement and satisfaction scores because of our Samanage implementation.
Recommendations to others considering the product:
Great tool and easy to use. Nice friendly UI and people like the system.
Awesome UI Simply Beautiful
What do you like best about the product?
The UI and the inventory tracking are great features.
What do you dislike about the product?
The bugginess of having to change assigned administrators role from core user back to an administrator as sometimes it just changes users roles without warning
What problems is the product solving and how is that benefiting you?
Organization, Customer feedback, and The Reporting is stellar
Samanage Helped our I.T. Department Be More Efficient
What do you like best about the product?
The ease of use and support. We were up and going in a day. The Work flows streamlined many of our processes that took away some of the monotonous tasks that tend to bog you down.
What do you dislike about the product?
The only problem we had was with the SSO through a third party. That was a little tough and unexpected. I would like Samanage to have a native SSO to finish out their product.
What problems is the product solving and how is that benefiting you?
It is a great help desk program. It has helped us with managing our deployed and shelved inventory. We have automated some processes that helps get around some of the bureaucratic tendencies of business.
Solid To Use, Lacking Customization
What do you like best about the product?
The Samanage Agent and Asset tracking has been crucial to getting a better understanding of our organization, our employees and how our equipment is used.
What do you dislike about the product?
Samanage does have some limitations on customization, which has introduced some frustrations from both users and customers alike.
What problems is the product solving and how is that benefiting you?
We've had difficulty with Samanage in that Samanage does not have the ability to integrate a portal that is externally facing. Our business deals with many external clients, and having the ability for clients to submit a ticket directly would save valuable time and resources.
Samanage has a fantastic ITIL process, and has helped us integrate using this process in our organization. Their support has been crucial to large scale changes within our organization and streamlining our support processes for both internal and external customers.
Samanage has a fantastic ITIL process, and has helped us integrate using this process in our organization. Their support has been crucial to large scale changes within our organization and streamlining our support processes for both internal and external customers.
Easy to use interface with a rich set of features
What do you like best about the product?
Easy to use interface with a rich set of features, great for getting a helpdesk off the ground quickly. Very simple for the end user.
What do you dislike about the product?
Reporting is a chore to get working correctly. A lot of the canned reports either do not work, or do not display helpful information.
What problems is the product solving and how is that benefiting you?
One point of contact for all of our support needs with features that create a sense of collaboration.
Nice Product for the Price
What do you like best about the product?
One of the key features of Samanage is the mobile app. In the past our techs had problems getting notifications of work orders assigned to them while off-site or in a different building (using our old system Track-It!). They love the new features of the mobile app and that it notifies you on the phone. We like the web interface for accessing the site. Our previous product was client-based. One of the other features is that Samanage is fully ITIL compliant which gives us greater flexibility than just Help Desk. I like the integration with other services such as Slack, and OneLogin. They have quite a collection. Another feature is the ability to assign tickets to a group/team, which we were unable to do previously.
What do you dislike about the product?
I would still like to be able to have my techs show up as not available when they are on vacation, so that we don't assign tickets to them that won't be addressed until they come back.
Sometimes the Samanage support is a little slow to respond.
Sometimes the Samanage support is a little slow to respond.
What problems is the product solving and how is that benefiting you?
Better communication with our techs. Allows different departments to leverage the tools Samanage has to offer
Great Solution for All In One Helpdesk and Asset Management Solution
What do you like best about the product?
They've come a long way. We've used Samanage for approximately 6 years from back when they did the basics to now, where they are basically an all in one solution for internal helpdesk teams.
What do you dislike about the product?
Really nothing at this point. If I had to nitpick, their approval workflows still aren't the best. They don't have the ability to make decisions conditionally based off of stored information such as manager, department, etc.
What problems is the product solving and how is that benefiting you?
Helpdesk ticket management and asset management.
Samanage Service Desk is evolving
What do you like best about the product?
One of the things I like about Samanage is that you are able to create problems so you can see problem areas but attaching incidents. Solutions is also helpful and being able to attached these to incidents makes for not only a robust knowledgebase, but also quick answers for customers.
What do you dislike about the product?
The few things we have disliked about Samanage - not able to edit an assigned person outside of clicking edit was quickly fixed. Samanage appears to be a platform that evolves for its customers.
What problems is the product solving and how is that benefiting you?
Account issue - log in problem. Printer, software, hardware issues. Digital signage issues. Requests made for Data and analysis. Networking and telecom requests.
Recommendations to others considering the product:
Sometimes I find a lag when trying to attach solutions - certain browser seem to be a problem. A bit convoluted sometimes.
Very nice product
What do you like best about the product?
Easy to use, very nice layout. They make regular updates that usually improve the product. Easy to customize what you see. Easy for users to submit tickets.
What do you dislike about the product?
The search function can be frustrating sometimes. You type in a search term and the results can be...unexpected.
What problems is the product solving and how is that benefiting you?
It makes it easy to manage our Help Desk queue.
Recommendations to others considering the product:
Give it a try!
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