SolarWinds Service Desk
SolarWindsExternal reviews
726 reviews
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Ease of use for Samanage
What do you like best about the product?
I do like the cloud solution option. I have used many system on-site which has the burden of keeping the software update and not much time to use it
What do you dislike about the product?
No context based sorting. When in the Incident screen, using the search will look for Incidents not everything which contains the strings. Changes searches changes,etc.
What problems is the product solving and how is that benefiting you?
We are tracking Incidents, changes and Configurations items. WE also have remote access to items on a Smart phone app
Overall good, but search not always useful
What do you like best about the product?
I like that integrates so many parts of IT functions like assets, incidents and change management.
What do you dislike about the product?
The search and/or refresh of data is hit or miss. I search for an incident that I know exists and it won't find it.
What problems is the product solving and how is that benefiting you?
Authorizing and tracking changes. Tying assets to incidents and changes.
Intuitive and fast
What do you like best about the product?
Ease of use. The ability to search for tickets easily. Making changes and attaching the change to incidents or assets.
What do you dislike about the product?
Notifications bell doesn't respond well to mouse wheel and loading new notifications as you scroll jump ahead.
What problems is the product solving and how is that benefiting you?
Managing SLA of tickets for our customers. Managing assets for our customers. Managing changes to environments using the change request system.
Sys Admin II
What do you like best about the product?
This product is very easy to use. The transition was super easy as well.
What do you dislike about the product?
The searching feature leaves a lot to be desired. Difficult to navigate back to original screen after doing a search.
What problems is the product solving and how is that benefiting you?
CMDB data
Recommendations to others considering the product:
Take it for a test drive. You will not regret it.
Samanage Ticketing
What do you like best about the product?
The ease of setting up the helpdesk creating workflows that fit our business. The asset management function with its agents deployed on all machines makes tracking a breeze.
What do you dislike about the product?
There is not much to dislike with Samanage. If anything could be improved it would be the ability to add variables to Service Request titles.
What problems is the product solving and how is that benefiting you?
IT Helpdesk tracking, asset management, and change management.
Samanage Review
What do you like best about the product?
The ease of use and the new features they constantly implement
What do you dislike about the product?
The lack of customization in some parts and user integration
What problems is the product solving and how is that benefiting you?
Ticket and inventory tracking
Samanage
What do you like best about the product?
Easy workflow for managing your IT requests.
What do you dislike about the product?
I do not like that there is not more status updates.
What problems is the product solving and how is that benefiting you?
A way to manage IT requests.
Solarwinds Help Desk essentials
What do you like best about the product?
The ease of use for most of the help desk associated applications. Solarwinds is a great tool for any help desk type of worker and is great for many uses all the way down to just logging. There are a great number of benefits when using Solarwinds help desk. Ticketing, logging of work, and audit purposes, also make this a great tool to utilize in any help desk or call center type of environment as the features are literally built for exactly them purposes.
What do you dislike about the product?
Needing to utilize multiple different additions for the help desk tool to be fully capable of working. I would suggest wrapping all the features into 1 GUI or dashboard as a package deal.
What problems is the product solving and how is that benefiting you?
Multiple issues from software and remote fixes, down to sending techs to sites and having physical hands-on work applied at locations.
Recommendations to others considering the product:
This is a great tool for really ALL support desk type of environments and NOC type of roles. I would suggest getting this tool as it is a great addition for work. This can also be used in a call center environment for logging calls and getting updates and a place to store the updates you are getting from the customers you are supporting with the tool.
Samanage Review
What do you like best about the product?
I like the ease of setting up the service requests. There are so many options to choose from that it makes it a simple process.
What do you dislike about the product?
I would like to see smart logic on the forms - if you choose an option then it will call to another option based on the choice.
What problems is the product solving and how is that benefiting you?
We are easily able to track and maintain assets along with quickly adding and removing as necessary.
Great Product
What do you like best about the product?
The Web interface is extremely intuitive.
What do you dislike about the product?
Wish they had a network scan tool vs. having the end user setup a 3rd party app.
What problems is the product solving and how is that benefiting you?
Inventory system catches everything that is attached to a device; catches multiple monitors with serial numbers.
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