SolarWinds Service Desk
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Cloud-based asset management solution
What do you like best about the product?
Samanage is highly reliable and secure. It has a self-service portal too. It provides risk detection and has a tailored dashboard too.
What do you dislike about the product?
Samanage does not provide third-party integrations. It also lacks collaborative tools and projections. It also does not provide multi-channel management.
What problems is the product solving and how is that benefiting you?
Samanage has a built-in warranty synchronization feature. It also provides a drag-and-drop strip. It has a customized dashboard. It also offers efficient reports.
Great solution that is always adding on.
What do you like best about the product?
Great and simple solution that is always adding new features.
What do you dislike about the product?
My biggest gripe is that the Incidents page does not auto refresh. I currently use a browser add-on to do this, but it would be nice to be able to set the page up to auto refresh or notify you of updates. And while its been about a year since I last last used the app, I didn't care for the Android app.
What problems is the product solving and how is that benefiting you?
Change Management was the biggest solution we solved.
Recommendations to others considering the product:
I don't think Samanage is Large Enterprise grade, but is probably perfect for Small or Midsize companies or perfect for companies starting out with these types of solutions. But Samanage is constantly expanding their offerings and adding features.
I like Samanage
What do you like best about the product?
The ticket measurements as well as the ticketing software itself.
After defining Departments/ Categories, etc... it works great
After defining Departments/ Categories, etc... it works great
What do you dislike about the product?
I don't like discovery piece. its cumbersome and seems not to work very well.
Also, I don't like that I have to use a 3rd party software to 'shadow' the computers. I also dont like the BOT. The response time is too long.
Also, I don't like that I have to use a 3rd party software to 'shadow' the computers. I also dont like the BOT. The response time is too long.
What problems is the product solving and how is that benefiting you?
SLA's are down. We also can see which department submits the most tickets.
Management is able to visualize what IT truly does. This is also a great tool to justify the existence and possibly more capital expenditure.
Management is able to visualize what IT truly does. This is also a great tool to justify the existence and possibly more capital expenditure.
Samanage in our IT department
What do you like best about the product?
We like the helpdesk and also like and use the inventory control. Samanage was easy to setup and use. It does use a third party to implement our active directory and that had a few issues that OneLogin fixed. I would rather deal with just Samanage.
What do you dislike about the product?
We wish the user rating system was better. Currently it is only a thumbs up or thumbs down on the user satisfaction feedback. We would like a scale of say 1 to 5. Life happens and once in a while a user will just give a thumbs down.
What problems is the product solving and how is that benefiting you?
We never had a help desk so there was a lot of calls, paging and email. As users learn to put in a ticket, our department is running more efficiently. Also our medical inventory program was not very good at inventory control and so far we like the Samanage inventory interface.
Recommendations to others considering the product:
It will make your department more efficient and have the ability to prioritize all the help desk requests.
Excellent user friendly interface could use more robust advanced features
What do you like best about the product?
- User friendly interface
- Easy to administrate with easy to build catalog items and workflows
- Generating reports is straight forward
- Easy to administrate with easy to build catalog items and workflows
- Generating reports is straight forward
What do you dislike about the product?
- AD integration wasn't the easiest
- Everything is classified as a incident
- Lack asset inventory to allow equipment tracking and checkouts (laptops, hotspots)
- Everything is classified as a incident
- Lack asset inventory to allow equipment tracking and checkouts (laptops, hotspots)
What problems is the product solving and how is that benefiting you?
No built in asset tracking for equipment checkouts.
Samanage has been a game changer for saving time, organizing support requests, etc.
What do you like best about the product?
We have 200 employees and a support team of only 4 including management. Samanage has been a game changer for saving time, organizing support requests, and improving workflow for our IT Support services. The implementation was easy, including integration to SSO services with OneLogin.
What do you dislike about the product?
Priorities are not customizable and the reporting is not true reporting. It's simply a list of existing tickets with filtering capabilities. Don't get me wrong, the filtering is very deep, but it's not a report. Reports have bar charts, pie charts, columns I can add remove, and KPIs that I report on. For now, I'm stuck with taking info out of Samanage manually and putting into my weekly/monthly reports. Pricing is somewhat competitive but would always like a better deal.
What problems is the product solving and how is that benefiting you?
It's easy to use. Integration to SSO with OneLogin is seamless. Interface is nice and clean. Have never had an outage or performance issues. Computer & software asset management is easy to use and has a lot of great info we use on a monthly basis.
Recommendations to others considering the product:
Spend time with the Samanage implementation team and ask a ton of questions. They seemed very happy to answer all of our questions and if they didn't have the answer, they tried to find it through other sources.
If you're a small support staff, don't use categories and sub-categories that your users are required to fill out. Nobody likes them and they're usually wrong anyway. Make your support team identify what the category was. Otherwise, with a larger staff and more users, categories are likely necessary for routing tickets.
If you're a small support staff, don't use categories and sub-categories that your users are required to fill out. Nobody likes them and they're usually wrong anyway. Make your support team identify what the category was. Otherwise, with a larger staff and more users, categories are likely necessary for routing tickets.
Quick Setup
What do you like best about the product?
I liked the online Videos that hand held you thru the installation and setup of the application.
What do you dislike about the product?
The Reports need some work I dislike the bar graphs
What problems is the product solving and how is that benefiting you?
We are now able to track our work via tickets and auto assign tickets.
Extremely straight-forward ticketing system
What do you like best about the product?
The ability to customize Samanage to your usage is amazing. The ability to create custom states, custom email templates, and SLAs is extremely useful. The overall platform and UX is very easy to use for IT and end users. There is continual improvement and enhancements made to the platform on a monthly, yearly basis.
What do you dislike about the product?
Sometimes it can be hard to pull up a past ticket, if you don't have certain information. Over the years, there has been improvements, so I bet it will continue to get better. There are a few automated features that aren't available, but I'm sure they will have them eventually.
What problems is the product solving and how is that benefiting you?
We use Samange for internal help desk ticketing. It fills the need perfectly, other ticketing systems we reviewed were either too complicated or too simple.
Recommendations to others considering the product:
Knowing how you want your end user experience to be is necessary to accurately find a ticketing system to fill that need. Samanage is flexible enough that it can bridge the gap for a majority of organizations.
Overall Very Good, A Few Refinements Would Make It Excellent
What do you like best about the product?
Asset Management and Helpdesk--and the ability to relate the two. Also, the portal and service requests have been very handy.
What do you dislike about the product?
Implementation of some features such as printer assets (automatically collected vs. editable, and the lack of ability to distinguish single printers installed in multiple locations vs multiple printers) and comment behavior for commenters that are service agents.
What problems is the product solving and how is that benefiting you?
Better tracking of Assets for compliance and risks. Helpdesk is much improved which makes it easier for my users to get help and track the status of requests.
Recommendations to others considering the product:
Familiarize yourself with a demo and learn the ins and outs of the system so you know how to best deploy it.
Great cloud Service Desk platform. Only minor Improvements needed.
What do you like best about the product?
I like how fast the web interface is. It integrates very well with Azure SSO. The Service Portal for none portal users to submit a request is a nice feature. I like how tickets get automatically created and workflows can be created based on the email distro that they were sent to.
What do you dislike about the product?
I wish there was an easier way for a non portal user to submit a Change Request. I also wish there was a way to default the approvers for certain requests from the portal.
What problems is the product solving and how is that benefiting you?
IT Help desk and Change Management.
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