SolarWinds Service Desk
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Samanage is very easy to use and modern.
What do you like best about the product?
Samanage has a very clean, modern, and uncluttered UI. Setting it up is a breeze and it is very well suited to small to mid-size teams. As a ticket system it is one of the best I've used.
What do you dislike about the product?
There are several things that could be more configurable or more user friendly like the main ticket view. You have to go to one page to comment on the ticket and another to change who it's assigned to or it's category for example. Filtering rules should allow for NOT operators and advanced search can be cumbersome.
What problems is the product solving and how is that benefiting you?
Samanage has allowed our IT team members and users in 11 sites internationally to better ordinate and track user requests.
Met our business need to successfully go live in weeks
What do you like best about the product?
Browser-based. ease of use - could go live in a matter of weeks. Portal - new channel for our customers.
What do you dislike about the product?
Usability issues - can't easily communicate in the context of a ticket within our team. Subpar reporting
What problems is the product solving and how is that benefiting you?
Team collaboration (could be better with enhancements). Better insight and management of inventory. Process management orchestration (across functional areas).
Recommendations to others considering the product:
Try out exactly how communication/comments will work for your support team and customers (less than ideal for us currently). Also try out reporting features; looks great in a demo, but not enterprise-grade reporting yet (e.g. can't create a single report or dashboard and publish to others).
Love it (with a few caveats)
What do you like best about the product?
So far the implementation support we've gotten has been extremely helpful. We've had a set implementation specialist ever since we signed our contract and that has been invaluable. She's been an amazing help. This includes meetings with her about once a week that has helped us with any questions we may have. Also there is a chat that we can utilize in the corner of the screen when logged in that makes support very easy to access. I've used it quite a few times to answer quick one off questions that don't really need to wait for implementation meetings. I also love the feature of being able to add "Other Assets" as in things that don't necessarily have the tracking software.That's very helpful for our lending library of devices. I'm also a fan of just the general set up of the website. It's easy to use.
What do you dislike about the product?
Wish there were a few more customization options, especially under purchase orders. Being able to delete software and printer entries would be nice. It would help me stay organized and keep unwanted entries from clogging up the system. Also it could look just a little more modern but that's not really a dislike/problem just a little aesthetics thing.
What problems is the product solving and how is that benefiting you?
We desperately needed a helpdesk management solution and inventory solution. So far both are getting us organized and helping us better serve or end users.
Recommendations to others considering the product:
Look for another purchase order solution if this doesn't fit your exact needs.
Efficient Ticketing System
What do you like best about the product?
Very organized and easy to use. Clear visibility and user friendly.
What do you dislike about the product?
The view of the ticket - order is ascending from newest to oldest. Would prefer the older information at the top. An idea would be to have the old info at the top and whenever entering the ticket, the page can "leave off" at the newest comment.
No organized way to "save" the ticket.
No organized way to "save" the ticket.
What problems is the product solving and how is that benefiting you?
Managing HR related cases and tasks that we complete on an every day basis.
Inventory Management made easy
What do you like best about the product?
The process of accurately tracking laptops, tablets, and phones has been made easy.
What do you dislike about the product?
A bit of manual labor getting the assets in the system
What problems is the product solving and how is that benefiting you?
Accurately tracking and keeping updated assets such as laptops.
Samanage has helped our business in many ways!
What do you like best about the product?
The organization of data and the customization.
What do you dislike about the product?
Reporting needs to improve - I would like to be able to do reports across different fields similar to a relational database.
What problems is the product solving and how is that benefiting you?
Costs primarily...we finally have our hands around what we actually own and won't unnecessarily buy things we don't need.
Recommendations to others considering the product:
For the price - it's great! Its very easy to setup and perfect for branch offices.
Implementation and functionality of this product is far superior to any other program I have used.
What do you like best about the product?
The ease of use of the program is the best feature. The cloud based portion is also fantastic. We were able to train our staff within a day as well as have them up and running that afternoon to complete tickets.
What do you dislike about the product?
There are a few issues with having multiple different departments using the program and being able to report from them. If you are a single dept user for this app, no problem. Reports are great. The issue we are running into is having our facilities added in but there are no master categories. If they had a department separation, then category followed by sub category, that would remedy the problem. Not a deal breaker for the software though.
What problems is the product solving and how is that benefiting you?
We are using Samanage for all of our IT and facility incidents. The best part of this application is that you can be mobile with it. Our facility team will benefit the most from this feature. They will no longer have to call back to the office, drive back to the office, or reach out to each other as well as their supervisor, to keep up with their tickets. This is going to save them a great portion of time as well as make them more efficient.
Recommendations to others considering the product:
Mobile platform, HIPAA compliant, signed BAA, easy to use, easy to implement, easy to train, fantastic customer support as well. I will actually miss our implementation specialist when we no longer have him to do our weekly calls. We chose the highest grade package that gave us 3 months with a specialist with over 20 hours and 15 service catalog items. He has been an amazing partner in helping us to get everything up and running as well as making sure we have what we need. Thanks Jason Yeary!
Great HR Tool
What do you like best about the product?
The ability to track and review incoming inquiries to mulitple "queues" that have been established by my organization.
What do you dislike about the product?
The system is sometimes slow to update changes.
What problems is the product solving and how is that benefiting you?
reporting, analytics, tracking of inquiries and responses.
Recommendations to others considering the product:
Engage IT early on in your implementation to avoid delays and potential pitfalls for implementation.
Samanage has been an easy and valuable integration
What do you like best about the product?
The service catalog build and automatic business routing rules; it can be quite complex.
What do you dislike about the product?
I would like more individualized email notifications and states that does not have to be shared across departments and categories.
What problems is the product solving and how is that benefiting you?
Enrollment, ITSC tickets, facilities and project management requests; better organization and collaboration while not meeting critical deadlines. Getting the approvals up front and know who to go to when a task is stalled.
Recommendations to others considering the product:
Work with the implementation team and utilize Trello for collaboration with Samanage; incredibly efficient and if you lay out your vision-the staff will truly help build or fix it (if you setup it up incorrectly). Utilize the check in meetings and training time.
The presentation was concise and covered everything we had expected.
What do you like best about the product?
The presenters willingness to answer any and all questions we had was amazing.
What do you dislike about the product?
Overall I had no complaints with the presentation nor the presenter.
What problems is the product solving and how is that benefiting you?
We're replacing a prior IT support system with Samanage and thus far the experience has been phenomenal. The system itself is complicated, but easily understood after sometime.
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