SolarWinds Service Desk
SolarWindsExternal reviews
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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.
Samange Is Great
What do you like best about the product?
They already offer a pretty full feature package for ticketing, change and problem management, but they are consistently improving on what they do. A little over two years ago when we got into Samanage there were a few features that didn't exist or were very basic, like approvals. When asked they said that improvements were expected later in the year, and they came through on every single one.
What do you dislike about the product?
They still only offer two tiers of Categories. This is a bit limiting for larger teams and third tier would be very welcomed. I know they've said they're planning on adding this, but nothing yet. Their searching of tickets is kind of weird too. We've searched for tickets with a word and had tickets with that word in the title not show up.
What problems is the product solving and how is that benefiting you?
We are able to actually track and manage our problems separately from our incidents is huge. It lets us keep a good handle on fixing people's problems while making sure we're not just doing the same fix over and over again.
Recommendations to others considering the product:
Make sure you have your teams worked out ahead of time. Trying to change teams after the fact can get really messy. Adding other teams later is surprisingly easy though.
Easy deployment, Great customer service
What do you like best about the product?
Ease of use and implementation was very quick. The longest part was the customization we had for forms and fields. Training was also easy for both Service Desk Users and Portal Users
What do you dislike about the product?
Some functionality is still not available
What problems is the product solving and how is that benefiting you?
Internal IT/IS ticketing solution
Recommendations to others considering the product:
Easy to use and implement
Great Product! Easy to Use!
What do you like best about the product?
Ease of use and overall feel of Samanage. Samanage is excellent!
What do you dislike about the product?
When AWS Goes down causing issues to Samanage
What problems is the product solving and how is that benefiting you?
All of our IT Related incidents are going through Samanage. This makes it way easier for our technicians to distribute and resolve issues more efficiently.
Recommendations to others considering the product:
Go for it! Samanage is great definitely super easy to use.
Samanage Review
What do you like best about the product?
The software is very user friendly when it comes to communicating when updating tickets
What do you dislike about the product?
Wish tickets were locked by a user when being viewed. Multiple instances have occurred when two users are viewing a ticket at the same time and both respond to the end user with the same question or response.
What problems is the product solving and how is that benefiting you?
Accountability when delegating tasks
Samanage is Nice....
What do you like best about the product?
The Email Feature and the program is easy to use
What do you dislike about the product?
The Reports feature. It doesn't allow for various reports and also ability to sort properly
What problems is the product solving and how is that benefiting you?
User requests are easier to track and support
Love the product
What do you like best about the product?
Ease of use and tons of features. Highly customized ticketing, inventory, and change log system. Support is top notch.
What do you dislike about the product?
Missing features from the google app. would like to see service catalog items and solutions availability.
What problems is the product solving and how is that benefiting you?
Ticketing, inventory, changes, service catalog for workflow.
Recommendations to others considering the product:
Flexible and customization to meet your needs.
Excellent choice for IT services and support
What do you like best about the product?
Samanage is an excellent tool for asset management and ticketing. The interface is extremely clean and easy to navigate. The support is always available and they have a strong connection to their users. We have implemented this service throughout our entire business office to use.
What do you dislike about the product?
Its hard for me to find many things wrong with Samanage. There are a few things here and there that need tweaking, but most issues are resolved in a reasonable time. Their downtime is extremely rare, but has happened.
What problems is the product solving and how is that benefiting you?
Currently there are none.
Recommendations to others considering the product:
I always suggest shopping around for other help desk software services, but always compare them to Samanage. They are definitely top of their class.
Easy to use and manage
What do you like best about the product?
We have been satisfied with Samanage overall. They have always been able to assist us with problems and new ideas that we throw at them. Samange is able to support all of our incidents as well as inventory. Samanage was very easy to set up and implement in our district, and it is simple enough for our teachers to all understand. Great software overall!
What do you dislike about the product?
The only thing we haven't liked as much so far is that we can't integrate any type of live chat function directly into our workorder system.
What problems is the product solving and how is that benefiting you?
We are trying to solve the issue of people calling our techs on their cell phones instead of putting their problem in writing and documenting their issues.
good ticketing system
What do you like best about the product?
it's a good ticketing system, with lots of features, they are growing it and adding improvements all the time!
What do you dislike about the product?
purchasing and project management modules are a bit weak
What problems is the product solving and how is that benefiting you?
this was a significant cost saving over our older system, and it does a great job for what it is.
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