SolarWinds Service Desk
SolarWindsExternal reviews
726 reviews
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Great interface
What do you like best about the product?
The reporting, clean display, user-friendly.
What do you dislike about the product?
There are a few features we would like to see (auto-calculating due dates, etc.) that are not on the road map.
What problems is the product solving and how is that benefiting you?
granular reporting and improving service
Very nice product
What do you like best about the product?
The UI for the back-end as well as the end users.
What do you dislike about the product?
Not much to dislike. I have been pleased with Samanage overall
What problems is the product solving and how is that benefiting you?
Incident tracking, management, forecasting, and general documentation.
Recommendations to others considering the product:
The UI is worth it!
Samanage is user friendly
What do you like best about the product?
The site is easy to navigate for many of our users who are not tech savvy. Their customer service is very responsive.
What do you dislike about the product?
We would like to have more automation. For example - rather than having to create an API for simple information gathering.
What problems is the product solving and how is that benefiting you?
N/A
Simple and effective
What do you like best about the product?
Its simplicity and design layout make it easy to navigate.
What do you dislike about the product?
I do not dislike anything. I wanted something simple.
What problems is the product solving and how is that benefiting you?
I use it to keep track of helpdesk tickets and inventory.
Great help desk product that needs additional features - hopefully coming soon!
What do you like best about the product?
Samanage was easy to integrate, customize and use in our environment. We were designated a representative for implementation who was very useful and then a post implementation representative for any issues after. We use Samanage daily and for help desk tickets and tracked reports it is great.
What do you dislike about the product?
API Integration needs more support. I wanted to set up a Change Management ticket from an incident ticket and it does not fully integrate, especially for approvers which is annoying.
What problems is the product solving and how is that benefiting you?
We needed a new help desk solution to our existing bespoke on premise one, this fit the bill.
Recommendations to others considering the product:
Go for it! Provided support for this product is built upon this is a great way of getting a user friendly customizable help desk system
Samanage Review
What do you like best about the product?
Simple and effective tool for help desk. Amazing tool for tracking assets, computers and mobile devices. Forms for users to request help or purchase new technology.
What do you dislike about the product?
The limited ability to set SLA, currently SLA can only be set through sub categories, limiting the ability alert helpdesk that a ticket has been sitting for too long.
What problems is the product solving and how is that benefiting you?
Currently we use it for help desk and asset management. Major benefit comes with assisting assets to users and tracking the issues related to the asset and the user.
We are very happy with incident tracking and it's mobility
What do you like best about the product?
Mobility options are great. Not force to only work from my desk. From any browser or mobile device I can be available
What do you dislike about the product?
Implementation was very smooth. More assistance in getting the most of Samangage would sped up time for us to get better results.
What problems is the product solving and how is that benefiting you?
Daily incident tracking. Systemic or repetitive problems are better found as well and tracking when other processes are brought online, they are better tracked.
Recommendations to others considering the product:
Our implementation was very easy. I would have asked more questions on how other companies were using it and looked at more case studies in other users. This would streamline the time it took go from off the runway to reaching cruising altitude.
Samanage is perfect for a mid size company
What do you like best about the product?
Ease of use. Ticketing and Asset Management systems are well done.
What do you dislike about the product?
It will crash the browser every now and then.
What problems is the product solving and how is that benefiting you?
Saved time with asset management.
Recommendations to others considering the product:
Do as much prep work during initialization. It will save you time in the long run.
Great Cloud ITSM
What do you like best about the product?
It's pretty easy to use, fast, and reliable and with cloud access it makes it easy to check in or update incidents from the Samanage App.
What do you dislike about the product?
Some desired reports just aren't available or are difficult to get to. The API is also a bit unfogiving/inflexible.
What problems is the product solving and how is that benefiting you?
Customer satisfaction and tracking of inventory are our biggest wins.
Recommendations to others considering the product:
Make sure you will be able to import any data you desire. If you want legacy tickets stored, they will lose their time & date. Make sure the reports are as expected and ask for samples.
Solid platform and always improving
What do you like best about the product?
The customer experience in the public portal is very clean and easy to use. Behind the scenes there's a lot of customization for admins.
What do you dislike about the product?
Trying to be everything to every environment must be difficult but Samanage offers plenty of tweaks for admins. There are some minor improvements on their list (which is easy to note the progress of, they're very transparent) that I'm looking forward to.
What problems is the product solving and how is that benefiting you?
In our IT department for a university campus we have a great interface for our clients to interact with us and automations and workflows that keep things moving quicker on the support side.
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