SolarWinds Service Desk
SolarWindsExternal reviews
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Samanage A solid product
What do you like best about the product?
It ability to work anywhere. even with the lightest of internet connection it can be used by our employees
What do you dislike about the product?
Little light on customer service. I find that there service department takes a little time to answer questions
What problems is the product solving and how is that benefiting you?
Helpdesk
Good ITIL Compliant Helpdesk & Inventory
What do you like best about the product?
I like the fluidity of the UI. The code is good and the agent is flawless.
What do you dislike about the product?
I wish they had more customization available for creating templates and assigning tasks. Once a templated task is opened the underlying tasks are not able to be re-assigned or edited.
What problems is the product solving and how is that benefiting you?
inventory, SLA
Great Product
What do you like best about the product?
The clean interface and it is easy to implement and use
What do you dislike about the product?
Search features in the sense that searching kind of sucks.
What problems is the product solving and how is that benefiting you?
IT service delivery, Inventory control, SLA metrics
Recommendations to others considering the product:
Search features
Great Tool and Service
What do you like best about the product?
The tool is very user friendly and I would recommend it as a solution for any business that is looking for a Service Desk solution. Support is very good and prompt also.
What do you dislike about the product?
Setting up the process of the service catalog is a bit difficult to understand with the condition set being set up first and then the task. It would seem better if it was the other way around.
What problems is the product solving and how is that benefiting you?
We benefit from the customer satisfaction surveys, they help with knowing where and if there are things we need to work on.
Great ITSM.
What do you like best about the product?
API
Incident management
Service catalog
Incident management
Service catalog
What do you dislike about the product?
Searching and reporting somewhat limited
What problems is the product solving and how is that benefiting you?
The biggest benefit that we are able to see with samanage is being able to utilize the service catalog to control new employee on boarding and specific service requests. We are using the API to connect our service desk with our SharePoint environment to fully automate on-boarding / separation processes and to get approvals.
Recommendations to others considering the product:
Samanage is a great ITSM platform, it was painless to set up and the support is awesome! Once set it is easy to maneuver and allowing API intergrations using CURL is great.
Samange
What do you like best about the product?
Easy to setup and easy to manage. Automated ticket routing is very helpful
What do you dislike about the product?
Missing key features like active solution search during ticket creation
What problems is the product solving and how is that benefiting you?
Helpdesk Ticketing System
Recommendations to others considering the product:
Very helpful in the beginning but lack of effort after the product has been purchased
Great software..
What do you like best about the product?
What i like the most are the filters and we can filter out the tickets that are not resolved.
What do you dislike about the product?
I have nothing to say about the product, all in all its a great product
What problems is the product solving and how is that benefiting you?
Business problems are just amounts of tickets that comes in, and the Samange software can accomplished this for us.
Samanage first time use
What do you like best about the product?
Samanage service desk can pretty much can do it all. Right now I dont know what the best feature is as its all new to me
What do you dislike about the product?
There is so much it does, its hard to know what you actually paid for. We had remote capabilities we havent been using.
What problems is the product solving and how is that benefiting you?
We are using primarily as a break/fix incident report manager
Recommendations to others considering the product:
You need a citrix or logemin subscription in order to use samanage remote support.
Robust solution
What do you like best about the product?
The ability to track multiple categories....it handles our service desk, tracks our changes, keeps an inventory of our equipment.
What do you dislike about the product?
Sometimes it is difficult to customize the way we want it.
What problems is the product solving and how is that benefiting you?
It is a great solution to our helpdesk needs.
Recommendations to others considering the product:
Solid product.
Almost perfect
What do you like best about the product?
There are a lot of things about Samanage that I like, but if I had to pick one it would have to be the ability to customize almost everything. We started with the cheapest plan, which is definitely limited in what you can customize, but once we had the need to upgrade and did so I just spent days tweaking the settings, categories and notifications and it was wonderful. Even though it did its job just fine on the cheaper plan, with all the tweaks in place now it just fits our needs that much better.
What do you dislike about the product?
The biggest dislike is the lack of push notifications for the app. We migrated from Spiceworks, which has a fantastic notification push system.
The Samanage team suggested using email alerts to act as a sort of replacement, but with the sheer volume of emails we already get, it's just not a good solution.
I personally hardly use the app, so it's not so much a problem on my end, but the rest of my team heavily relied on this and I do hear about it from them here and there.
The Samanage team suggested using email alerts to act as a sort of replacement, but with the sheer volume of emails we already get, it's just not a good solution.
I personally hardly use the app, so it's not so much a problem on my end, but the rest of my team heavily relied on this and I do hear about it from them here and there.
What problems is the product solving and how is that benefiting you?
For the most part this is used as a ticket/incident system. However, we're also now growing into the Knowledge Base/Solutions features, looking at using the asset tracking and PO system.
Samanage does a LOT more than we currently need, and it's nice to know that we can simply start taking advantage of the additional features once we're ready to use them.
Samanage does a LOT more than we currently need, and it's nice to know that we can simply start taking advantage of the additional features once we're ready to use them.
Recommendations to others considering the product:
Do the trial and be in close touch with support and their success team.
Be aware that the trial has EVERYTHING unlocked, so make sure you know what features you will lose based on the plan you sign up.
If you rely on app push notifications, there are none to be found here yet.
Be aware that the trial has EVERYTHING unlocked, so make sure you know what features you will lose based on the plan you sign up.
If you rely on app push notifications, there are none to be found here yet.
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