SolarWinds Service Desk
SolarWindsExternal reviews
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DBA
What do you like best about the product?
Easy of use and tracks the necessary information required for an incident or change. Friendly UI.
What do you dislike about the product?
Opening Change Orders is a bit confusing.
What problems is the product solving and how is that benefiting you?
Keeping track of Help Desk Ticket and IT change orders and incidents.
Recommendations to others considering the product:
Yes. The Samanage clould base solution provides our Help Desk with necessary tool for not only reporting a problem but also the ability to produce audit reports. The Dashboard provides a visual help check of how our Help Desk is performing.
A Very Detailed Yet Simple Form of Helpdesk
What do you like best about the product?
The ability to organize and customize groups and user roles to benefit multiple departments and needs of individuals running the helpdesk.
What do you dislike about the product?
Not entirely customizable because its off-premise and you're reliant on support and the community to get on board with some small changes you want. Not a huge deal though.
What problems is the product solving and how is that benefiting you?
It's our helpdesk and knowledgebase. Benefits multiple departments.
Excellent help desk software
What do you like best about the product?
Very easy to track incidents/help desk tickets. The comments section is great to so I don't have to email as much.
What do you dislike about the product?
I dislike the tasks the most, they're hard to get to and easy to forget about.
What problems is the product solving and how is that benefiting you?
Efficient help desk that allows IT to help users requests in a timely manner
Recommendations to others considering the product:
Make sure it meets your requirements and needs as a business
Great inventory management software
What do you like best about the product?
The sheer amount of data that can be found using Samanage
What do you dislike about the product?
Sometimes duplicate data will hang around after trying to delete it
What problems is the product solving and how is that benefiting you?
Inventory management solutions. This software has a lot of offer to in that regard
Easy to use and great features
What do you like best about the product?
services desk is straight forward and easy to use
What do you dislike about the product?
the mobile app still has some issues that needs worked out, could be designed better
What problems is the product solving and how is that benefiting you?
ability to track incidents and asset management
Solid features & reliability, only missing some basics
What do you like best about the product?
Platform is good, has a ton of features. Some basic seemingly simple features such as drag & drop reordering of collumns are still missing so in some ways feels a little "cart ahead of the horse", but overall these issues are manageable and functionality has been good and reliable
What do you dislike about the product?
Lack of some basics features as noted above
What problems is the product solving and how is that benefiting you?
Ticketing and historical reference to solutions for recurring problems
Samanage: IT Management Made Easy
What do you like best about the product?
The GUI!!! The way the tickets and menus are set up, make navigating the dashboard (and other screens) a breeze. You can easily assign a user, a state, and a requester to a ticket, as well as communicate any needed information through the ticket system as well. Also their support is amazing! They always have people available to answer your questions, quickly, professionally, and with a bit of flair!
I also love that they provide a mobile app, that allows me to work with tickets and end-users on the go.
I also love that they provide a mobile app, that allows me to work with tickets and end-users on the go.
What do you dislike about the product?
They are a little on the expensive side of things when compared to other helpdesk implementations, and their reporting options leave a bit to be desired. Also because it is cloud-based, there are rare moments when outages affect our ability to access tickets or assist our customers in an effective manner.
I dislike that I have to close out of the mobile app, in order to refresh the ticket screen. The app does not fetch any tickets from the last time it was opened.
I dislike that I have to close out of the mobile app, in order to refresh the ticket screen. The app does not fetch any tickets from the last time it was opened.
What problems is the product solving and how is that benefiting you?
The problems we are resolving revolve around end-user support, and asset management. Currently we use their ticketing system to assist field employees with their technical issues, as well as keep track of what devices they are using.
Some benefits we noticed so far, are the constant updates Samanage does to make their product better, and their constant dedication to assisting their customers in times of uncertainty.
Some benefits we noticed so far, are the constant updates Samanage does to make their product better, and their constant dedication to assisting their customers in times of uncertainty.
Recommendations to others considering the product:
Samanage offers a very practical UI and modern tools, that allows for quick and efficient helpdesk management. Shop around. If you are a firm believer in you get what you pay for, this may be the option for you.
Great Inventory not so great ticketing system
What do you like best about the product?
The inventory system is great and the deployment is seamless.
What do you dislike about the product?
The ticketing systems functionality isn't the greatest. I often find myself haveing to click out of the ticket to do some things that should be able to do within the incident.
What problems is the product solving and how is that benefiting you?
Better tracking of my inventory, and a ticketing system.
One of the better ticketing systems I've used.
What do you like best about the product?
It's a very simple to use ticket software and the filter system is very useful.
What do you dislike about the product?
I'm partially colorblind and I think a bit of color customization would be nice.
What problems is the product solving and how is that benefiting you?
We take IT tickets and set general tasks through Samanage.
Meets all our needs and expectations
What do you like best about the product?
Samanage has a very easy end user interface and ticket submission utility.
What do you dislike about the product?
remote control integration with LogMeIn is clunky, and some aspects of inventory management are not the best eg - I cannot assign more than one user to a PC asset. Also cannot add HTML or embed video into a Solution article.
What problems is the product solving and how is that benefiting you?
We use Samanage in our day-to-day user support.
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