SolarWinds Service Desk
SolarWindsExternal reviews
741 reviews
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Gets the job done
What do you like best about the product?
Follows ITIL. Responsive support. Clear effort being put in to improve the product over the past year plus.
What do you dislike about the product?
Limited automation, reporting is lacking, integrations come up short
What problems is the product solving and how is that benefiting you?
ITIL framework (incidents, problems, changes)
Great Support Tool
What do you like best about the product?
I like how user friendly Samanage is for me and my team, very easy for us to use as a Saas solution
What do you dislike about the product?
Knowledge base criteria needs to be very specific for our end users to utilize it.
What problems is the product solving and how is that benefiting you?
Inventory control and ticketing system
Works okay, but not great.
What do you like best about the product?
Platform is very fast and offers a lot of different modules, but unless they're set up right, you don't use them a lot.
What do you dislike about the product?
You can request things, but they often say it is on their 'roadmap.' There is no way to uninstall the Samanage Agent remotely. Even if you delete them out of inventory, they can check themselves in, and you get charged per unit.
What problems is the product solving and how is that benefiting you?
We use it for our inventory management and our service desk. It is easy to access and easy to use, but its reporting of metrics is not great.
Very user friendly
What do you like best about the product?
The variety of filters that can be created.
What do you dislike about the product?
I'm really new to the product and still accessing it at this time
What problems is the product solving and how is that benefiting you?
Knowledge based articles and incidents.
Samanage has helped turn our inventory management into a breeze
What do you like best about the product?
Inventory management and REST API are my current favorite features. Being able to interface with Samanage using custom tools when needed is refreshing. The amount of data pulled in by the inventory management tools in Samanage is extremely helpful in day to day troubleshooting.
What do you dislike about the product?
I would like to be see the API continue to improve. There are a few small things I would like to be able to see as features... For example it's possible to attach a file to an incident with the API, but not download an attached file using the API.
What problems is the product solving and how is that benefiting you?
We're using Samanage for our Incident generation, inventory tracking and management, and change management. In the future, we hope to bring in many other teams in the company.
Samanage Review
What do you like best about the product?
Great interface
Easy to move around Help Desks
Automation
Search
Creating solution and then linking them to known tickets.
Easy to move around Help Desks
Automation
Search
Creating solution and then linking them to known tickets.
What do you dislike about the product?
My biggest dislike is not having to ability to categorize tickets on the fly. As a "Help Desk Agent" You should be able to open the ticket and categorize right from the main screen instead of hitting Edit.
What problems is the product solving and how is that benefiting you?
We have been able to create wonderful solution and linking them to known issues. When this happens the AI recommends solutions to users while they are logging a ticket about that issue. Cut down our ticket numbers on common issues.
Recommendations to others considering the product:
Highly recommend it. You will love how easy it is to use.
So much more than a Help Desk managment tool
What do you like best about the product?
I like the flexibility that Samanage offers us for customization. It does double duty at the help desk, and as an HR onboarding solution.
What do you dislike about the product?
Not much to dislike about the product. It serves its purpose, and live help is always a click away.
What problems is the product solving and how is that benefiting you?
Samanage is mostly used as our help desk management solution. Tickets are started by email or web interface. The ticket is automatically assigned in some circumstances which is our first step in keeping our tech's screen clear and also speeds up the ticket resolution process.
We have set up HR as admins as well. They create tickets for new hires which flow to the various departments when a different set of tasks has to be completed. It is a very neat solution, and it holds everyone accountable.
We have set up HR as admins as well. They create tickets for new hires which flow to the various departments when a different set of tasks has to be completed. It is a very neat solution, and it holds everyone accountable.
samanage is easy to use
What do you like best about the product?
samanage is easy to use and easy for customer to use
What do you dislike about the product?
customization of tool. would like to be able to do more with it
What problems is the product solving and how is that benefiting you?
inernal team. easy for customers to use
So far a great product for asset procurement and management
What do you like best about the product?
I'm impressed at how clean and simple the dashboard is. All the asset information for each device is readily available with export capabilities. I'm still learning the application, but I'd say so far it has been a positive investment.
What do you dislike about the product?
There isn't much to dislike being I'm only using the Asset management portion of the application.
What problems is the product solving and how is that benefiting you?
Asset Management and hardware identification. All information centralized and readily available.
"Fabulous Support with fast goals"
What do you like best about the product?
I like that I had the capacity to get to my prosperity operator reasonably effectively, and that he was overly proficient and understanding, despite the fact that I experienced serious difficulties clarifying what I required. That, yet the 2 addresses that I've been thinking about for as far back as month (discontinuously) were replied in 17 minutes. Britt made it overly straightforward!
What do you dislike about the product?
Truly, the cooperation was so brisk, the main thing I missed was a portion of the articles referenced.
What problems is the product solving and how is that benefiting you?
Samanage is an extraordinary answer for archive support on the structures that should be submitted to the help divisions we have in any case. Rather than downloading the structure, appending it to an email or another ticket, and trusting that the structure is rounded out accurately, we can simply have the structure in samanage and have the required fields checked so nothing goes out of order.
Recommendations to others considering the product:
On the off chance that you are searching for an undertaking that can be effectively overseen and have a noteworthy effect without requiring a lot of supervision, this is an incredible one to jump on. Truly, the work out is very simple, the help and training is unparalleled, and the network of different clients is too inviting and simple to converse with.
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