SolarWinds Service Desk
SolarWindsExternal reviews
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Easy to implement, easier to own and operate
What do you like best about the product?
Up and running with minimal fuss, easy to expand your use over time.
What do you dislike about the product?
Notification options could be expanded to include additional alerts based on user-defined conditions (like, approaching SLA breach) and status change automation for bringing tickets back from 'hold' after a predetermined time (user on vacation, for example).
What problems is the product solving and how is that benefiting you?
We needed a low TCO solution for our Service Desk to manage incidents and requests that we could grow with as we matured as an organization. We've since implemented Asset management, Automated Workflows, Customized forms and templates, and moved beyond leveraging as an IT application to include other service groups like HR and Facilities to handle requests for their services, as well.
Recommendations to others considering the product:
Develop your requirements, demo some products (including Samanage), and dig in deep enough on each to fully understand how your requirements are met so you can make a fully informed decision between what will likely be a number of competing solutions that all 'meet your requirements', but some meet them in ways that are far more beneficial, less complex to maintain, or easier to implement.
Good option for an internal help desk
What do you like best about the product?
The system is easy to use and the process is logical to follow (ITIL). Good integrations with AD (OneLogin) and many other options when used with Zappier. Audit logs in tickets confirm if notifications make it out the users on tickets/incidents. The platform is also continually updated with new features and they take suggestions from the community seriously.
What do you dislike about the product?
No integration with on-prem email systems for calendaring and no effective way to track time spent on tickets. Problems and changes don't send out notifications to the requesting users when updated (only when either is closed).
What problems is the product solving and how is that benefiting you?
Internal IT ticketing system
Recommendations to others considering the product:
This is a great product for an internal IT department or MSP that tracks billable time in another fashion. We also leverage other tools for project management as the problem/change structure in Samanage doesn't do a great job at showing us the step-by-step progress of a particular project.
Great Implementation and service
What do you like best about the product?
Loved the ease of implementation as well as willingness to integrate with other products such as Slack
What do you dislike about the product?
Do not like the asset management piece. It is too cumbersome to create Asset IDs/Tags.
What problems is the product solving and how is that benefiting you?
We are solving Asset management, Helpdesk queuing as well as Self-Service for clients. Have had great success in communication to employees as well as response times.
A turn-key ticketing and inventory solution - with room to grow
What do you like best about the product?
Desktop interface, intuitive to all levels of users, clean design that is easy to view at a glance, and nicely partitioned between functions.
Flexible ticket structure and work flows, allowing for catered processes and form-based data-gathering, to obtain the right information from requestors on the first try.
Detailed inventory component, and extensive filtering options, to make it easy to associate troubled equipment or software to a user.
Flexible ticket structure and work flows, allowing for catered processes and form-based data-gathering, to obtain the right information from requestors on the first try.
Detailed inventory component, and extensive filtering options, to make it easy to associate troubled equipment or software to a user.
What do you dislike about the product?
Mobile integration (tested across Android and iPhone). The Apps in the store do not work with the AD authentication, and if you do manage to logon with the App, you are presented with the legacy mobile website, as opposed to the intended app-style that mimics the desktop website, but for mobile screen sizes. Using a browser on the mobile device works, but it is a legacy style interface that is difficult to use for even basic activities.
Lack of live refresh (A feature that is possible using AJAX or similar coding). As of now, to see the latest ticket submissions or updates to a ticket that you already have open, you must refresh the page. Ideally, a ticket handler could keep the Incidents page up on their computer and as tickets are submitted, they would live update. Without this feature, users must actively refresh the page manually, leading to delays in seeing a ticket. There are other avenues of notification that work well (e-mail), however this would remove a step and put them closer to engaging a case just that much faster.
Lack of live refresh (A feature that is possible using AJAX or similar coding). As of now, to see the latest ticket submissions or updates to a ticket that you already have open, you must refresh the page. Ideally, a ticket handler could keep the Incidents page up on their computer and as tickets are submitted, they would live update. Without this feature, users must actively refresh the page manually, leading to delays in seeing a ticket. There are other avenues of notification that work well (e-mail), however this would remove a step and put them closer to engaging a case just that much faster.
What problems is the product solving and how is that benefiting you?
Tracking of user concerns and trouble trends, be them departmental, system, or regional. Demand on IT staff, allowing for forecasting of staffing as well as determination to availability of resources in upcoming projects.
Additionally we now have a great 'always-on' inventory record that is cross-referenced to the user's AD accounts. There is enough flexibility in the fields to capture all relevant data, link to AD information, and tie to our Accounting departments own inventory tracking number system. Importation is easily handled one-by-one on the interface or mass-import via CSV file.
Additionally we now have a great 'always-on' inventory record that is cross-referenced to the user's AD accounts. There is enough flexibility in the fields to capture all relevant data, link to AD information, and tie to our Accounting departments own inventory tracking number system. Importation is easily handled one-by-one on the interface or mass-import via CSV file.
Recommendations to others considering the product:
Be consistent and clear with needs and goals when engaging their support team. They have good resources, however they appear to be a small staff, so it is easy for them to get pulled away from your concern. The more information you can provide them at the start means less back-and-fourth and a quicker turn-around.
Definitely a positive experience!
What do you like best about the product?
The preview feature is awesome for a quick overview of a ticket!
What do you dislike about the product?
I wish there was a little more customization. Logos, colors, etc. Not a deal breaker, just would be nice to brand it as our own.
What problems is the product solving and how is that benefiting you?
We're a tech shop, so Samanage is acting as our ticking queue and it's perfect for what we need.
Great solution for ticketing and Asset Management
What do you like best about the product?
Scale ability is nice, the ability to customize the user experience is a plus as well. Samanage uses a public community where you can discuss and add ideas as well.
What do you dislike about the product?
Some sorting by a-z of default criterias would be nice.
What problems is the product solving and how is that benefiting you?
Asset management was on a spreadsheet prior to Samanage. Now we have more of a real time reporting tool.
Recommendations to others considering the product:
I like Samanage, I never hear my Team complain about this product.
Solid product with automation features
What do you like best about the product?
Forms and task automation also easy for end users
What do you dislike about the product?
some more flexibility around automation would be nice
What problems is the product solving and how is that benefiting you?
Help desk response time and tracking
Fantastic Software For Helpdesk/Inventory
What do you like best about the product?
I am a huge fan of the integration capabilities between tickets and inventory items you log into the system.
What do you dislike about the product?
The reporting features to gather information from certain fields could use some improvement. Current work around is to create custom fields, but then I am duplicating my data entry.
What problems is the product solving and how is that benefiting you?
It is a great helpdesk solution compared to the previous one we had in office. It works great to not only best keep track of who is on what tickets, and which ones still need to be resolved, but also the way you can integrate the inventory into the tickets to help you track ongoing issues that come up with certain machines/other inventory items.
Recommendations to others considering the product:
If you need a system that handles multi-asset tracking and a help desk that is easy to use, I would highly recommend the use of Samanage.
Sophisticated Help Desk
What do you like best about the product?
What I like best is that it is easy to use.
What do you dislike about the product?
There isn't an auto-refresh so I have to constantly press F5 or reload the page.
What problems is the product solving and how is that benefiting you?
I service our many employees with daily computer/software issues. The benefits to this program is more flexibility for the users to get a hold of us.
Easy to implement, amazing customer support!
What do you like best about the product?
It integrated with our existing support email address perfectly, so now instead of replying to emails we just make comments on the cases like any other CRM system. It all gets formatted and organized seamlessly. New users can be added easily and you don't need experience with a CRM system to understand Samanage.
What do you dislike about the product?
There is not much bad to say about Samanage, if there is a problem they fix it very quickly. One thing that is kind of annoying is that if you have it set to email the requester when a case is resolved, it will always send an email. I wish there was an override you could check when resolving a case to suppress the email. It'd be useful when you resolve a case and then they reply back saying "Thanks" which re-opens the case.
What problems is the product solving and how is that benefiting you?
We have a much more organized ticketing system now, instead of having to hunt down email chains and having emails get pushed to the back and forgot about.
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