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Samange service desk review
What do you like best about the product?
Ease of implementation / social media look and feel / navigation ease
What do you dislike about the product?
No dislikes at this time. The Samanage product is a very straight forward product to use.
What problems is the product solving and how is that benefiting you?
We are using Samange as a global service desk for IT. All parts of IT from incidents to change control, asset inventory.
Recommendations to others considering the product:
Very easy company to deal with. Pre-Sales and implementation was very straight forward.
Light service desk
What do you like best about the product?
Easy to use, convert emails to tickets, allows to save resolutions to solutions, changes and tasks can be linked to incidents
What do you dislike about the product?
Cannot create templates for most common changes, no canned responses, no quick way to copy incidents
What problems is the product solving and how is that benefiting you?
Management of business requests in one place, inventory management
An easy way to track trouble tickets
What do you like best about the product?
Samanage make communication about tickets easy.
What do you dislike about the product?
There should be a way to sort saved searches.
What problems is the product solving and how is that benefiting you?
We are able to communicate the status of application issues conveniently.
Continuous Support, Excellent Responsiveness
What do you like best about the product?
Support is quick, and they are willing to work with you to achieve the best solution for your needs.
What do you dislike about the product?
Not as flexible with some customer facing tools
What problems is the product solving and how is that benefiting you?
Provides client support, allows our clients to enter tickets. Allows us to fully manage, control, track, and resolve all issues reported within one application.
Solid Help Desk Ticketing Platform
What do you like best about the product?
Samanage has been a solid platform. They continue to add features and current features are maturing
What do you dislike about the product?
They need better integration with on-prem AD.
What problems is the product solving and how is that benefiting you?
Help desk ticketing. Much better SLA.
Samanage saves us time
What do you like best about the product?
We have everything for users in one location. Their info, department, equipment and their calls into the Help Desk for assistance
What do you dislike about the product?
There is no system patching software. Samanage was working on a third party patching utility but it was never fully baked for deployment.
What problems is the product solving and how is that benefiting you?
We're able to get a complete history on all end user calls for assistance. This allows us to see if these are ongoing or new issues for our users software or equipment.
We use this for internal support only.
We use this for internal support only.
Recommendations to others considering the product:
Try to implement all features before going live.
Overall great system works well for our needs
What do you like best about the product?
It is great for a ticketing system at a helpdesk. It works very well for entering and maintaining tickets.
What do you dislike about the product?
The sorting of data could be a little better.
What problems is the product solving and how is that benefiting you?
We are currently using it for ITSM and ITIL management. It also does our helpdesk service desk system.
Recommendations to others considering the product:
Make sure you test the product to make sure it meets your needs.
Great Service Desk Tool
What do you like best about the product?
Samanage offers all the basic tools that are needed in a Service Desk. From Incident Resolution to Request fulfillment.
What do you dislike about the product?
Some of the service desk features can be more fleshed out. Time tracked per tickets, tasks to be completed according to incident etc.
What problems is the product solving and how is that benefiting you?
Samanage is how we interface with users in regards to their IT needs. This is great for tracking incidents that have been created, or requests to IT that need to be fulfilled. Another benefit is having a central database to store solutions that can be given right to the end-user to reduce down time.
Simple ITSM, with Complex Usability, without Compromising Scalability.
What do you like best about the product?
The Ease of Use, and ability to quickly onboard new features and functionality in our team members.
What do you dislike about the product?
Roles and Permissions structure is currently cumbersome to implement/utilize for custom roles.
What problems is the product solving and how is that benefiting you?
Unified ITSM solution for our teams. Need to Automate Incident Management. We've realized the Help Desk Portal, as well as begun crafting an Enterprise Service Desk for the entire organization.
Recommendations to others considering the product:
Be sure to understand what your current support processes are before trying to automate them. Make sure that you don't cut corners with understanding what Groups and Tags you will be using, as well as the use of Categories and Sub-Categories. Get help from Professional Services IF you are going to create extensive/custom roles and permissions to avoid problems during implementation. Utilize your Project Implementation specialist during Implementation/Go-Live, and your Customer Success Manager post Go-Live.
Samanage company that listens to their customers
What do you like best about the product?
The customer community area. Enhancements are suggested and discussed with Samanage and customers, customers are able to vote on the enhancements.
What do you dislike about the product?
In some areas the software is too simple. They have started the connection between Purchase Order, Contracts and Inventory, but without an API reporting is difficult
What problems is the product solving and how is that benefiting you?
Samanage has enabled us to handle not only the ITS support tickets but also the support tickets for other departments. Without this tool our department would not be so successful. We also use Samanage for inventory management and Purchase Orders / Contract Management.
Having all this information in one place has allowed our team to work together as a team and support one and other
Having all this information in one place has allowed our team to work together as a team and support one and other
Recommendations to others considering the product:
Plan your security roles ahead of time
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