SolarWinds Service Desk
SolarWindsExternal reviews
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Samanage is easy to use and can be easily customized.
What do you like best about the product?
They are quick to respond if you need help. They listen to the users feedback and add new functions all the time.
What do you dislike about the product?
The website is sometimes delayed when a email come in for a new ticket. The app on the phone is limited in functional. You cant add solutions for the phone app.
What problems is the product solving and how is that benefiting you?
We didn't have a knowledge base we for our users. Having this cuts down how long I have to spend on tickets.
Samanage is simply and easy to use
What do you like best about the product?
Easy to use and maneuver, end user friendly. Was easy to implement.
What do you dislike about the product?
Changes its look a lot, have issues with wave files.
What problems is the product solving and how is that benefiting you?
We use it for help desk tickets, asset tracking, projects
Recommendations to others considering the product:
Easy of use
A Solid Tool for Ticket Management and Knowledge Consolidation
What do you like best about the product?
I like the ability to set up SLA reports that not only send an email to the assignee, but will also pop that notification into a Slack channel for us to review.
What do you dislike about the product?
I wish the homepage had an auto-refresh feature, so that those of us on the Service Desk could see tickets as they appear, which would give us just that little extra bit of promptness in serving our users.
What problems is the product solving and how is that benefiting you?
We like the ability to track multiple tickets as one Problem. We also have been able to utilize the self-service portal and knowledge base to serve our users.
Recommendations to others considering the product:
Schedule an evaluation and see what you think. I like it!
A Complete Solution for the Service Desk
What do you like best about the product?
Samanage for the service desk is a complete tool for tickets and assets. Not only is it easy to use, but they are consistently making improvements to the interface. It is by far the best ticketing system I have used in my IT career.
What do you dislike about the product?
There really isn't much to dislike about this application. Other than a few minor adjustments that can be made to the search functions to make them more specific and not so broad.
What problems is the product solving and how is that benefiting you?
We use Samanage to handle user incidents, manage inventory, and create solutions for our users.
Samanage for the Win
What do you like best about the product?
The flexibility and ease to setup. It is easy to get the system up and running and adjust as you go.
What do you dislike about the product?
I wish the change feature functioned differently. When we make notes, the user isn't notified of the note that is added, but we have a work around to add a task for the user to review the note. We use the changes to manage projects more than anything, which isn't what it is really designed for, but works well.
What problems is the product solving and how is that benefiting you?
We are solving issues in our company by streamlining all issues and requests via the portal for all employees in the company. Instead of getting emails, we now get notified via Samanage with incidents and requests, which makes my job easier to manage.
Recommendations to others considering the product:
Take your time and figure out what you need and do a trial.
Great feature set, the best support, all for a very low cost.
What do you like best about the product?
Their support is the best. The tool has a ton of ability and is far less expensive than their competitors. Unless you have ServiceNow money, this is the way to go for sure.
What do you dislike about the product?
I would like the service catalog to be improved, as well as an additional category level for tickets. (A, SA, SSA, currently only 2 levels A, SA). Also the ability to add and remove licenses from agent seats on demand via the control panel. My only other one is spitting tickets between, Issue, and requests via a ticket type. With the exception of the Service Catalog, the rest are small things that I am confident they will address.
What problems is the product solving and how is that benefiting you?
We use this tool for everything including and not limited to: Service Desk (Helpdesk), Financial, Internal customer support, external customer support etc. With their aligned focus on automation, we'll be able to save hundreds of man-hours a week with automated tasks and software deployments.
Recommendations to others considering the product:
Great features, the best support, and great price. Nothing near this price range comes even close.
Easy to Use and Manage
What do you like best about the product?
I love having the ability to quickly look at my inventory and send and receive tickets.
What do you dislike about the product?
To view current tickets the page needs to be refreshed. This can cause long response times if you forget to refresh.
What problems is the product solving and how is that benefiting you?
We are able to get a count of how many tickets we receive/solve and show how many devices we have.
Recommendations to others considering the product:
Look at the amount of request you receive in a given day. Weigh out how Samanage can help you improve response times and keeping track of current task.
Easy Change Management
What do you like best about the product?
For my change management needs, Samanage has been very easy and lightweight to use while still maintaining detailed audit history for SOX / Audit compliance. The forms are simple and easy to create within the application, and the ticketing system has been very simple to use with minimal impact to our customers. The in-app customer support is also very quick and helpful.
What do you dislike about the product?
Its been great so far, no complaints. Only minor improvement would include more customization of certain fields (i.e. Change Request Priority does not include an 'Emergency' option), but I have been told that this feature is coming soon.
What problems is the product solving and how is that benefiting you?
Incident Management \ New Hire Requests & other IT form based processes \ Change Management. We've been able to very quickly implement these features with a very small amount of overhead to manage.
small school district loves this app
What do you like best about the product?
The ease in which this app connects/flows between the trouble ticket system and the inventory database
What do you dislike about the product?
I haven't found anything yet that I dislike,
What problems is the product solving and how is that benefiting you?
daily trouble tickets, and inventory management are the biggest
Recommendations to others considering the product:
Itsa great for trouble ticket management and inventory management
Great product for incident response, management, and analysis
What do you like best about the product?
the customization ability. I am able to customize what i want to see in the dashboard and the incident page.
What do you dislike about the product?
the email setting. getting some of the emails to my office 365 server was a little difficult. Emails were sent to quarantine.
What problems is the product solving and how is that benefiting you?
3rd party product evaluations
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