SolarWinds Service Desk
SolarWindsExternal reviews
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Excellent way to take care of end users and keep track of their issues
What do you like best about the product?
It is very easy to use for our end users and for our help desk agents, everybody can keep track of their issues sent and the issues pending to be resolved, it helps us to see opportunity areas and improves the communication between our support team and our user base, the inventory part is great since it lets us to know where our mobile computers are, who is working with them, and as well for them as for the desktop computers lets us to know if they requiere a warranty renewal and its specs without having to go on site or running a third party tool, in regards the configuration part it requires to improve the quantity of options to make ir easier but it is fine, you just need to take you time and in a few hours you will have Samanage working to provide support with no problems, we use it thru the email and it let us to communicate in a fast way avoiding to waste time and keepin better track of what we are doing.
What do you dislike about the product?
For the administrator it might be a lot of options to be configured
What problems is the product solving and how is that benefiting you?
We provide tech support for more than 1000 users company wide between more than 50 locations, we need to keep track of their issues, one of its most valuable features is the Inventory part.
Recommendations to others considering the product:
You will need some time to get it working as it should
Samanage is a top-tier solution
What do you like best about the product?
Samanage is a highly innovative and powerful tool that we are already seeing gains with. The navigation and configuration possibilities allow us to get things done much faster than we were before, and are helping us be more agile in our decisions
What do you dislike about the product?
Some minor annoyances with saving views, but nothing that can't be worked around. Plus feature requests and enhancements are a big part of the Samanage community.
What problems is the product solving and how is that benefiting you?
Automations were a big part of it, and the tools to write automations and workflows is amazingly simple. Things that took us hours to figure out on the old platform can now be done literally in minutes.
Recommendations to others considering the product:
No recommendations other than go for it
The more we integrate it the better it gets
What do you like best about the product?
Service Catalog / Tagging other users / Incident management.
What do you dislike about the product?
Would like to see more developed with screen share capabilities via Asset Management
What problems is the product solving and how is that benefiting you?
ITIL, issue tracking, change management, service catalog
Samanage has greatly increased our ability to track and manage customer requests
What do you like best about the product?
Providing our customers with a single point of contact to reach out for support.
What do you dislike about the product?
Up to this point I have not identified anything I dislike about the tool.
What problems is the product solving and how is that benefiting you?
Better tracking. Accuracy of data and timely problem resolutions.
Good ITIL Service Management tool!
What do you like best about the product?
Easy implementation Great support Follows ITIL framework minimum management since its a SaaS based service
What do you dislike about the product?
The Incident and Service Request share the same backend database. It becomes an issue if you are trying to define a different workflow or the each.
What problems is the product solving and how is that benefiting you?
Implement ITIL framework to increase productivity
Recommendations to others considering the product:
Plan plan plan. Know the service request and incident workflow. The tool is only as good as you planning.
Satisfied
What do you like best about the product?
We are satisfied with the incident management features of the Samanage Platform.
What do you dislike about the product?
We feel that some of the customization options within service requests could be improved.
What problems is the product solving and how is that benefiting you?
Primary objective was to improve our incident management process.
Samanage is a great tracking tool!
What do you like best about the product?
The many areas of my company that Samanage can help track, including but not limited to help tickets, solutions, inventory, software, and many more!
What do you dislike about the product?
I would like to see a fully featured native application for mobile and desktop. Web view is great, however.
What problems is the product solving and how is that benefiting you?
We use Samange for inventory tracking, user issues that need solving, solutions to common problems, chat with users during an issue fix, and many other features provided natively through the service.
Recommendations to others considering the product:
Consider all of the options that Samanage has available, try using all of its abilities, don't stop at scratching the surface. You may be surprised!
Samanage - Changing the way we work in a positive direction
What do you like best about the product?
The instant communication with our field community has been a major step in the right direction for our organization. The ticketing system gives our user community much more control of their tickets. The reporting is awesome and well received by our leadership team.
What do you dislike about the product?
There is not much to dislike about this system. Just a couple of minor issues such as the sorting not staying when you refresh, but other than that nothing I can openly complain about.
What problems is the product solving and how is that benefiting you?
An efficient way to get tickets processed and work within SLA guidelines. We are able to communicate with our user base better. The ability to access the platform without VPN is a major plus.
Samange - Easy to Start, Easy to Use
What do you like best about the product?
Ease of use for both the end user and support staff, clean cut UI.
What do you dislike about the product?
Reporting, it has much to be improved on and is hard to get historical data in a exportable format.
What problems is the product solving and how is that benefiting you?
We've been utilizing Samanage as both a service desk and Incident/Problem management system. We've benefited greatly from the cooperation with other departments in building out Service requests (such as HR and new hire procedures).
Recommendations to others considering the product:
Focus on tuning reporting as this is a feature many administrators use and would benefit the platform.
Samanage is a great product and very easy to work with.
What do you like best about the product?
Samanage is a great product and very easy to work with. It has been added value to my organisation and structure the way how the incidents are logged
What do you dislike about the product?
Maybe a more agile process adding new functionalities and informing the current users about what's new and how to use it.
What problems is the product solving and how is that benefiting you?
Help Desk Management is easier at the moment and as well, I'm now able to provide the Board with easy and accurate KPIs regarding to the type of issues, frequency and areas with higher incidents.
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