SolarWinds Service Desk
SolarWindsExternal reviews
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Service Desk and Asset Management
What do you like best about the product?
The system is very easy to implement and train end users on.
What do you dislike about the product?
There are a few features with in the service desk we would like to see. The great thing is that Samanage is always releasing new features.
What problems is the product solving and how is that benefiting you?
We are using Service Desk and Inventory tracking. Service Desk has improved our process in multiple departments.
Great product with fantastic customer service
What do you like best about the product?
Standing up the product was extremely easy and management/administration is simple. That alone gives me back a lot of time otherwise spent. Usability for IT staff and users is also a major plus.
What do you dislike about the product?
The biggest flaw I can see at this time is the limits in reporting. Yes, I can get the majority of information I need, but ad hoc reporting isn't quite as easy. Also, customizing automated emails needs to be a little more user friendly.
What problems is the product solving and how is that benefiting you?
We have been able to initiate a formal Change Management process as well as Problem Management. The knowledge base is easy to manage and utilize and we've also implemented a user portal with access to many knowledge documents - something that has, so far, alleviated about 20% of the phone calls we used to receive.
Recommendations to others considering the product:
If you're a small to mid-sized business that doesn't need a million bells and whistles, but could have them if wanted, this is the product for you.
Initially an inventory and tracking solution that has become our helpdesk portal
What do you like best about the product?
We are able to document critical information about all of our hosts which aids in troubleshooting and inventory tracking.
What do you dislike about the product?
Updating the agents needs to be done via group policy or manual
What problems is the product solving and how is that benefiting you?
We initially were using Samange solely for hardware and software inventory, this aided in troubleshooting as well as maintaining up-to-date details on all of our endpoints. We also manually inventories any devices that we couldn't install the agent on. Most recently, we implemented their Service Desk fully allowing our employees to submit trouble tickets to our IT team. This had made a major improvement in incident tracking, logging and resolution. The employee base has seen this as a major positive. Samange's support is very good, you can get a person in an on-line chat quickly and easily and resolutions to any issues can be worked through in a proper time frame.
Recommendations to others considering the product:
Test your possible solutions' support service, see which attends to you best.
Good service desk system with Good support
What do you like best about the product?
Support has been REALLY great to work with. They are responsive and the chat system work well.
What do you dislike about the product?
There are parts of the interface that require multiple steps to do something that should be really simple to do.
What problems is the product solving and how is that benefiting you?
it is a centralized service desk that provides people the ability to do some self help.
Recommendations to others considering the product:
The product has recently gone though a number of interface upgrades that are going in the right direction. Hopefully they will continue to increase their pace of implementing new features. The core product is good and useful.
5/5 pretty good!
What do you like best about the product?
Ease of use, and excellent manageability.
What do you dislike about the product?
Slow page loading times. Strange glitches and some odd issues relating to copy and paste.
What problems is the product solving and how is that benefiting you?
The ability to minimize downtime, and maximize our user productivity.
Excellent CRM product
What do you like best about the product?
Samanage's local agent does a great job of recording all the software installed, displaying PC location and staying up-to-date. The website if very easy to use as an administrator or a standard user. The website has great customization.
What do you dislike about the product?
Samanage will also record installed updates, which makes it hard to filter out on the software page.
What problems is the product solving and how is that benefiting you?
Asset management and IT support request.
Simple setup and forget.
What do you like best about the product?
Its very simple to setup, and does not take bandwidth to keep track of things
What do you dislike about the product?
nothing notable as of now, its a product you can setup and forget and when you need it its there
What problems is the product solving and how is that benefiting you?
being able to track any laptop we setup is very useful since no one wants to manually inventory everything
We use Samanage for Service desk and Inventory of hardware
What do you like best about the product?
I like that in the service desk we can assign tickets to groups of people. I also like that we can pull reports based on categories and subcategories of the tickets submitted.
What do you dislike about the product?
I dislike that in the views i cannot edit certain fields. It would be nice to easily edit the users subject and requester. Sometimes our requested ticket comes from a sharepoint form. This appears in samanage as if the ticket were from sharepoint and not the user. Which brings me to my next dislike. It would be nice to have JS snippet of the help desk samanage form to embed into sharepoint.
What problems is the product solving and how is that benefiting you?
ticket resolution
Recommendations to others considering the product:
they are heading in the right direction. The interface is easy to use.
Great Help Desk with Short learning curve
What do you like best about the product?
Pretty easy to setup and get rolling. Fantastic implementation support and planning for Go-Live
What do you dislike about the product?
Purchasing needs a few more options. No ability to stale date or archive solutions. I'm nit picking here. Its hard to really find anything major wrong with this product.
What problems is the product solving and how is that benefiting you?
Improving response time and accountability for incidents.
Recommendations to others considering the product:
Wouldnt recommend as a ticketing system alone. Would recommend it the company was looking for a sturdy ITSM software.
Efficient and Effective
What do you like best about the product?
The Implementation Support is great from the very start. Before you even get started, they are already sending the Getting Started Guide and assigned us a dedicated Account Manager. Throughout the implementation, we had technical support as well as the implementation specialist assisting us the whole way.
What do you dislike about the product?
Certain features missing when compared to enterprise ITSM suite, but great for SMB market
What problems is the product solving and how is that benefiting you?
ITIL based ITSM solution. Already benefitted from ITAM setup.
Recommendations to others considering the product:
Start with Samanage on your short list
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