SolarWinds Service Desk
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Samanage was the right choice
What do you like best about the product?
There are so many things that I like about Samanage. To start with the entire team that worked with me on purchasing, setup/configuration, success management were all really great and were easy to work with. They are very responsive to any question I had...usually had a response back within an hour.
As for the Samanage Cloud Portal it offered more than we had with Spiceworks. I am now able to combine my inventory database, procurement records and help desk all into one package. The fact that it is cloud based allows me to access it from anywhere instead of having to make sure I am at specific computers to access specific software pieces that made up our old system.
As for the Samanage Cloud Portal it offered more than we had with Spiceworks. I am now able to combine my inventory database, procurement records and help desk all into one package. The fact that it is cloud based allows me to access it from anywhere instead of having to make sure I am at specific computers to access specific software pieces that made up our old system.
What do you dislike about the product?
I wish that it allowed the positioning of fields and offered the capability to do depreciation within the Asset portion of the inventory.
What problems is the product solving and how is that benefiting you?
We are able to combine Inventory, help desk and procurement into one application. Our existing on-prem helpdesk started having issues with AD integration and started not allowing users to sign in. Because it was freeware there was really no support except for that of other users.
The benefits are within one portal we know have access to all three systems from anywhere so if my main computer was to go down I can easily access this from my phone, ipad or another computer.
The benefits are within one portal we know have access to all three systems from anywhere so if my main computer was to go down I can easily access this from my phone, ipad or another computer.
Recommendations to others considering the product:
They offer a 30 day trial and I would recommend anyone thinking about switching to give it a try. Configuration doesn't take that long to complete and have up and running.
Easy management, great support and lovely UI
What do you like best about the product?
The UI is exceptionally proficient, fits with any association, and is incredibly simple to explore. My clients frequently compliment me on how "pleasant of a Help Desk landing page we have". The organization interface is exceedingly adaptable and the worked in help highlights work admirably of getting your new Help Desk upand running rapidly. Samanage's help is likewise incredible, they have a few choices to enable their clients to get setup and even after the intial setup they are responsive. I additionally love the Jive refreshes I get from them educating me of up and coming changes and new highlights.
What do you dislike about the product?
I might want the capacity to alter when the auto-filter runs. No additionally pushing stuff off based of straightforward absence of correspondence.
What problems is the product solving and how is that benefiting you?
Effectively open Help Desk to submite demands for help and the Solutions highlight has been an extraordinary spot to populate self improvement arrangements lessening the quantity of copy asks for or repeating demands. It enables my group to monitor all the assignment and we understood exactly how occupied or moderate we are from pulling the reports it has accessible. We've had the capacity to in all respects rapidly execute these highlights with a little measure of overhead to oversee.
Recommendations to others considering the product:
Unquestionably completely investigate how you can use the item and acquaint yourself with the administration index thing work processes before you begin working out your answer. Additionally get advance purchase in from different divisions in your organization to perceive how you can make this the answer for everybody and not simply it. The work out is excessively simple, the help and instruction is unparalleled, and the network of different clients is too inviting and simple to converse with.
Simplicity and modification options like you want it.
What do you like best about the product?
Samanage is a good semi flexible service desk and ticket tool that accommodate most of your needs and have a nice live support together with a nice community where you easily can suggest improvements. Good for mid-sized companies, where you want to be able to keep track on things and maybe create a service catalog for requests or include a knowledge base.
What do you dislike about the product?
Self service requests is not as flexible as you could wish. You can only make choices dependable once and you will need to write all the text from dependable choice in the line of text. It would also be nice to be able to choose more than one department or country when defining who should be able to create the service request. So even though a lot of features are flexible, you'll still find that Samanage are lacking in some areas.
What problems is the product solving and how is that benefiting you?
We have managed to get an overview over IT Issues with more as we also have integrated the self service system very well and actively will be working on our knowledge database.
Recommendations to others considering the product:
Think about into what extend you need a fully developed piece of software as Samanage is in constant development. The tool itself is quite flexible but as you find it flexible in some areas you will find it as locked in other areas.
Solid Platform
What do you like best about the product?
Samanage has many levels of automation to be utilized. We like that the software has more then enough "room to grow". We're hoping to continue using more advanced features as Samanage matures in our company.
What do you dislike about the product?
Don't have any dislikes so far - we are still green in our adoption period.
What problems is the product solving and how is that benefiting you?
Our ticket submission is very ad-hoc and reactive. Expectations for IT to provide more innovation requires us to be able to maximize our time. The device manager that can attached to user profiles is revolutionizing the way we manage assets.
Recommendations to others considering the product:
I would recommend you dedicate the appropriate resource time from your staff to successfully deploy this software.
Great platform for asset management and trouble ticket
What do you like best about the product?
This is a great ITSM. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interacting with your tickets.
What do you dislike about the product?
I dont have any particular weakness in order. As I have used it throughout the years I have become appreciative of how the interface is designed. Its clutter free and lets me do my work
What problems is the product solving and how is that benefiting you?
Help Desk & Asset Management
Modern, Practical, Suitable, Low TCO
What do you like best about the product?
We had to switch ITSM tools on very short notice. Thanks to a positive reference from a peer organization, we decided to evaluate Samanage before looking at anything else. Samanage was easy to evaluate and we were able to configure Incident Management plus migrate our Knowledge-base in just under a day with next to no assistance from the Samanage team. We are pleased that we can now utilize our implementation hours to learn the more advanced automation features of Samanage.
What do you dislike about the product?
The mobile app is nice but seems limited. There is a real opportunity here to expand its capabilites and flexibility.
What problems is the product solving and how is that benefiting you?
Our organization has downsized significantly in the past 3 years. Our former ITSM solution was costly to license and maintain. Without an in-house specialist, the help of a third party implementer was required to make significant changes or implement new modules. It was beginning to feel like overkill for us so it made sense to switch to something we can maintain ourselves and where cost is more in line with the size of our organization.
Recommendations to others considering the product:
Take advantage of the free evaluation and dedicate some hours to really putting it through its paces. You will be surprised at how easy it is to get up and running.
SAmanage a Valuable tool for HelpDesk, Support Portal, and Inventory tracking.
What do you like best about the product?
I love the fact that your users each have their own account, and their assets can be assigned to them via the system. When doing helpdesk work, you have a full readout of what system they are using, what software, what version. It allows private notes between agents, so that your team members have a complete view of what is going on.
What do you dislike about the product?
The mac client requires you to enter a terminal command to install, but this is more of an OS issue at this point.
What problems is the product solving and how is that benefiting you?
Inventory, Helpdesk, tech support portal.
Samanage is the Best ITSM that i have ever used.
What do you like best about the product?
Easy to use
Easy to implement
Clean environment
Easy to implement
Clean environment
What do you dislike about the product?
At this moment don't have nothing to comply
What problems is the product solving and how is that benefiting you?
KPIs
Total control of all incidents
Requests automation
Total control of all incidents
Requests automation
Recommendations to others considering the product:
EASY TO DEPLOY AND CONFIGURE
Easy to use and quick to setup.
What do you like best about the product?
Easy to navigate UI, SaaS based and always up to date, no on-prem management. Support is easy to work with and quick to respond.
What do you dislike about the product?
Some features are a little on the slow side when it comes to implementation but it feels like they are improving.
What problems is the product solving and how is that benefiting you?
Our main goal was a more accessible service portal for users to come and search for KBs or enter new requests. This has been working great.
Excellent customer service
What do you like best about the product?
Great API and customer service! I used the incident system with google forms and it worked wonderfully with the students here taking in tickets.
What do you dislike about the product?
Nothing. I can't think of anything wrong with this service
What problems is the product solving and how is that benefiting you?
Tracking issues and not losing track of problems long term
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