SolarWinds Service Desk
SolarWindsExternal reviews
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THE SOLUTION AT MY FINGERTIPS
What do you like best about the product?
The best thing on SolarWinds help desk is the fast way to solve my customer's problems.
Theyr problems are my problems and i can solve it any time anywhere.
Theyr problems are my problems and i can solve it any time anywhere.
What do you dislike about the product?
The record of the screen could be saved on disk in my PC.
What problems is the product solving and how is that benefiting you?
sometimes my customers dont know how to solve some problems os the system and i need log in theyr computers to show then how they must do
Recommendations to others considering the product:
For the price , is better than others and have much more resources
Hands down the best value for capability and features
What do you like best about the product?
Flexibility, intuitive to use and configure, automations and service requests
What do you dislike about the product?
Software categories can not be added or modified.
What problems is the product solving and how is that benefiting you?
Identify problem areas, change management, documenting solutions
Great tool with friendly support
What do you like best about the product?
Service Desk (formerly Samanage) is easy to implement, is fast and has a nice, clean UI. We use it for incident management, change management and inventory. Users are able to easily submit tickets. Help desk agents are able to efficiently resolve incidents. The service catalog feature is nice. It ensures that the user submits required (and structured) details, and the help desk team can see pre-defined steps for resolution. When issues are resolved we have the option of creating a documented solution. Overall this is a nice system that was quickly adopted by every department in the company.
What do you dislike about the product?
Have been patiently waiting for a few features that would really make our day to day run smoother. None of these are deal-breakers. Just a wish list we compiled over time but have not been added:
- Browser-type notifications (vs 1,000 email notifications per day)
- Built-in reporting could use some work.
- When you resolve a ticket and mark it as closed and the user replies back "thank you", this re-opens the ticket and you have to close it again.
- Sometimes users get ticket-happy and open support tickets for everything. So the help desk responds back and offers to help but now all of a sudden that user is too busy. So the ticket sits open and the agent has to keep manually following up. Would be nice if we could assign a timer to a ticket. If xx days go by while waiting on a response from the user, send an automated reminder email. If xx more days go by, send a second reminder. And after xx more days, auto-close the ticket. (Something like that)
- At first, Service Desk was strictly used for helpdesk/incident support and for that it's great. Over the past year we started using it heavily for change management. It's pretty clear that this was a feature that was added later on and it's not as polished as we'd like it to be. Setting up change catalog items is a bit counterintuitive but thankfully this is not something you'll be doing all the time. I've seen some positive changes so it's clear they are actively working on Service Desk to make it a better product.
- Browser-type notifications (vs 1,000 email notifications per day)
- Built-in reporting could use some work.
- When you resolve a ticket and mark it as closed and the user replies back "thank you", this re-opens the ticket and you have to close it again.
- Sometimes users get ticket-happy and open support tickets for everything. So the help desk responds back and offers to help but now all of a sudden that user is too busy. So the ticket sits open and the agent has to keep manually following up. Would be nice if we could assign a timer to a ticket. If xx days go by while waiting on a response from the user, send an automated reminder email. If xx more days go by, send a second reminder. And after xx more days, auto-close the ticket. (Something like that)
- At first, Service Desk was strictly used for helpdesk/incident support and for that it's great. Over the past year we started using it heavily for change management. It's pretty clear that this was a feature that was added later on and it's not as polished as we'd like it to be. Setting up change catalog items is a bit counterintuitive but thankfully this is not something you'll be doing all the time. I've seen some positive changes so it's clear they are actively working on Service Desk to make it a better product.
What problems is the product solving and how is that benefiting you?
We mainly use Service Desk for internal help-desk ticketing / incident management and change management. A company our size (about 100 employees and 3 IT staff) needed a way to get a handle on support requests. We evaluated some other products but decided on Samanage because of its easy of use and functionality. Since implementing Samanage, our support team is a lot more efficient when it comes to tackling help-desk tickets, which means issues get resolved quicker and that means less down-time and lost productivity. For SOC2 compliance, we also use Service Desk for Change Management and it works well.
Recommendations to others considering the product:
Definitely take advantage of the evaluation, and dedicate time to get it up and running. This is a complex and powerful app but easy to set up.
Great automations adn workflows
What do you like best about the product?
The ability to create workflows and processes for different types of incidents and requests.
What do you dislike about the product?
the reporting is limited. I am able to export my data to use in power BI to create reports
What problems is the product solving and how is that benefiting you?
Our support desk and development team are using Samanage to track incidents and change management
Great product. Great support before, during and after implementation
What do you like best about the product?
Easy to use, Customer friendly, Easy to manage. Portal for users is great.
What do you dislike about the product?
Reporting not that great. Templates are not available for incidents.
What problems is the product solving and how is that benefiting you?
Better ticketing system, Better management of devices.
Recommendations to others considering the product:
Great program, Easy to implement. Reporting is basic, need to export data if you want to get more complex reports.
Samanage Ease of Use
What do you like best about the product?
I liked the ease of use and the quick integration and the fact that the console is cloud based. Highly customizable menus and service desk bulit in. We are benefiting from all tools being housed under one tool
What do you dislike about the product?
nothing i found at the moment. We are still implementing the software.
What problems is the product solving and how is that benefiting you?
we are solving a huge inventory and asset management problem. Before we were using excel spreadsheets
Easy to organize and manage all tickets
What do you like best about the product?
The ease of use and friendly interface to organize all of our customer tickets and internal processes
What do you dislike about the product?
Lack of third party services to integrate with, less developer friendly
What problems is the product solving and how is that benefiting you?
With Samanage we are able to organize internal processes, and recieve requests from customers regarding issues
Recommendations to others considering the product:
If you are looking for a system to give you the capability of managing internal processes and external customer requests with ease, samanage is the right tool for you
Easy for all users, very organzied
What do you like best about the product?
How organized it made the IT dept. We can easily track issues and assets.
What do you dislike about the product?
Nothing, anything you don't like you can change.
What problems is the product solving and how is that benefiting you?
Easily track IT issues and complete them in a timely manner.
Samanage helpdesk
What do you like best about the product?
Samanage has been great for monitoring our helpdesk, its helped with reporting and for us to monitor each users issues.
What do you dislike about the product?
its a little hard with updating users with active directory
What problems is the product solving and how is that benefiting you?
reporting user incidents and tracking company assets
Easy implementation and easy to use - great support staff!
What do you like best about the product?
I love that the support staff are easy to contact and very responsive (via the chat tool). The asset management has completely cleaned up our inventory and made managing assets much easier. The reporting tools are amazing as well. The help desk system is also fantastic and integrates with the asset management tools very well.
What do you dislike about the product?
Some bugs can go a long time without being resolved (for instance, email attachments to help desk tickets weren't working for 3 months).
What problems is the product solving and how is that benefiting you?
Samanage provides us with fantastic reporting on helpdesk analytics, and asset management.
Recommendations to others considering the product:
Make sure to follow their trello boards on setup. It goes over everything in fine detail and makes the implementation process easy.
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