SolarWinds Service Desk
SolarWindsExternal reviews
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Full Featured & Lightweight
What do you like best about the product?
I enjoy that it has a clean UI, it's not cluttered with tons of options but it has what I need to make decisions.
What do you dislike about the product?
I wish it were easier to make custom reports. I tend to export to a .CSV and then use Excel to analyze data.
What problems is the product solving and how is that benefiting you?
It's a "one stop shop" for multiple departments, thereby eliminating the "which place do I go for help?" scenario.
Recommendations to others considering the product:
I enjoy that it's light-weight. I previously used ServiceNow and didn't find it very easy to maintain or customize.
It has came a long way and headed in the right direction
What do you like best about the product?
The user community is a great place to learn how other people are using Samanage. The knowledge passed around on topics is great. The uptime has been great over 3 years I can only remember one substantial outage and that was the big AWS outage.
What do you dislike about the product?
The incident management leaves a lot to be desired. We fixed it with a generic service request item but in all reality not very ITIL friendly on that front.
What problems is the product solving and how is that benefiting you?
We went from the old school email to Samanage. As a support person I've loved it in the aspect of managing my own work. I don't know how we did it before after 3 years of having Samanage.
Recommendations to others considering the product:
If you take your time and have a good base before rolling it out you will save a lot of early headaches. They're continually trying to better the product and the community is great.
Fantastic Support with quick resolution
What do you like best about the product?
I like that I was able to get to my success agent fairly easily, and that he was super knowledgeable and patient, even though I had a hard time explaining what I needed. Not only that, but the 2 questions that I've been mulling over for the past month (intermittently) were answered in 17 minutes. Britt made it super simple!
What do you dislike about the product?
Honestly, the interaction was so quick, the only thing i missed was some of the articles mentioned.
What problems is the product solving and how is that benefiting you?
We're moving away from Sharepoint 2010 and forms with Macros in them. Samanage is a great solution for document support on the forms that need to be submitted to the support departments we have anyway. Instead of downloading the form, attaching it to an email or another ticket, and hoping that the form is filled out correctly, we can just have the form in samanage and have the required fields marked so nothing goes amiss.
Recommendations to others considering the product:
Keep in mind: I'm only a Tech I and I'm able to run this system. If you are looking for a project that can be easily managed and have a major impact without needing too much supervision, this is a great one to get on. Honestly, the build out is super easy, the support and education is unparalleled, and the community of other users is super welcoming and easy to talk to.
Samanage is a great fit for a small IT department
What do you like best about the product?
The dashboard and simplified administration of workflows.
What do you dislike about the product?
Service requests need to be more independent of incidents.
What problems is the product solving and how is that benefiting you?
Contract and vendor management. Improved efficiencies with internal business processes. Measure customer satisfaction.
Recommendations to others considering the product:
Be sure you fully understand the lack of separation between incidents and service requests. Also, IT services and other departmental services (ex. Facilities and HR) are muddled together.
Smooth implementation
What do you like best about the product?
Ability to add tasks to an incident to split up an incident to multiple agents. Ability to automate workflows. Ability to add approver process to workflows.
What do you dislike about the product?
No ability to disable autoresponders to specific addresses/domains. No ability to disable notifications based on user.
What problems is the product solving and how is that benefiting you?
Ability to improve workflows, increase efficiencies and improve time to complete incidents. Improve workflows between departments: HR & iT teams.
Great Service Desk Management Service
What do you like best about the product?
The interface is very user friendly and easy to navigate.
What do you dislike about the product?
Filtering can be cumbersome and may not be as straight forward.
What problems is the product solving and how is that benefiting you?
Incident, problem and change management. Samanage is great to keep track and pull reports for various issues.
Recommendations to others considering the product:
Be sure this meets your requirements.
Almost Great
What do you like best about the product?
The reporting and response time of the support team are better than most in the market.
What do you dislike about the product?
A lot of small design choices add up to additional clicks that really impact the usefulness. They're not deal killers, but since it's SO close and the changes so small, it's frustrating with the way it behaves sometimes.
What problems is the product solving and how is that benefiting you?
Reporting, Cost, Departments, opening it up to other user groups. Samanage allowed us to do this.
Recommendations to others considering the product:
Be patient and reach out to support when you have issues.
Much more than your traditional ticketing system!
What do you like best about the product?
The Samanage Service desk has not only allowed for a proper ticketing system, but has many other features that have increased controls and reduced operational cost. We are still exploring all of the features of this product and continue to expand our help desk offerings while improving the end user experience. Very happy we went with Samanage.
What do you dislike about the product?
The process for making changes or improvements to the product seems a little cumbersome.
What problems is the product solving and how is that benefiting you?
The Samanage Service desk has not only allowed for a proper ticketing system, but has many other features that have increased controls and reduced operational cost. We are still exploring all of the features of this product and continue to expand our help desk offerings while improving the end user experience. Very happy we went with Samanage.
Recommendations to others considering the product:
Take the time to investigate all hat the product has to offer. We are still rolling out features that we weren't aware existed, or that Samanage had the capabilities.
Well Organized and Reliable
What do you like best about the product?
Samanage the perfect tool to implement for any Service Desk due to its organized UI and streamlined approach to delivering information. Also single sign on integration is a plus!
What do you dislike about the product?
There is very little to dislike about the product
What problems is the product solving and how is that benefiting you?
I am able to organize my IT assets effectively while remaining proactive to the issues of each of my branch offices by being able to organize and report on different types of issues for each location.
Samanage is a superior support tool that is constantly improving
What do you like best about the product?
I love how Samanage listens to their users and improves the product based off feedback. We tell them what we need and they create it and improve upon it.
What do you dislike about the product?
Since the product is constantly changing some items can move around and if you are not a daily user it can be hard to track down things.
What problems is the product solving and how is that benefiting you?
We are able to track problems much easier, integrate with our other tools successfully, and provide support to our users quickly. There are so many options with Samanage that as our business has grown we have been able to change how Samange works for us and it has grown with us.
Recommendations to others considering the product:
Talk to Samanage, they listen. If you need something they often will create it or improve upon something that already exists to meet the need of their customers. I have submitted several tickets to them and they come back with product improvements that really impress me. When we started using a chat tool they did not have an integration. A forum post was created and they immediately chimed in and began working on an integration. Now we use it daily and it has improved our visibility of tickets immensely!
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