SolarWinds Service Desk
SolarWindsExternal reviews
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Great software
What do you like best about the product?
The interface is very clean and it has all the key features I'd want/need in a system. We're a small IT shop of 4 people and were on Spiceworks for years. However, Spiceworks liked to merge computer inventory, which is great for looking up, managing, and troubleshooting online devices with any other inventory. The inventory module was awful. We were looking for something that can handle tickets, work well, and handle inventory well. It does all of that. Also, they provide Centrify for single-sign on and I've been able to use that to deploy other apps through SSO at no cost. The free SSO provider is a nice perk!
What do you dislike about the product?
The biggest thing that I don't like is that there doesn't seem to be much insight into their development timeline. If you get the software, you'll probably find that 95% of it works great and is pretty slick. Then you'll find about 5% of the stuff you wanted it to to, expected it to do, it doesn't do. If you put in feature requests for those things, don't expect any clear idea of if/when it will come out. Some feature sets are a little limited.
What problems is the product solving and how is that benefiting you?
Ticketing and IT asset management
Recommendations to others considering the product:
Get a trial and try it out. Some things may not work the way you want or expect, so do your homework. It was definitely the right fit at the right price point. Something we could spin up easily in a few days rather than weeks.
Samanage is a great tool that goes beyond IT
What do you like best about the product?
I like the integration with other software like Slack.
What do you dislike about the product?
I would like to see the site refresh automatically when a new task is sent
What problems is the product solving and how is that benefiting you?
Our media management team receives hundreds of requests a day and Samanage allows us to better keep track of every request and better analyze the types of requests and when they are happening.
Strong on asset management light on SLAs
What do you like best about the product?
Asset management and intuitive UI are it's best features.
What do you dislike about the product?
Lacks the customization necessary around SLA's to truly drive performance.
What problems is the product solving and how is that benefiting you?
We needed a central source for all of our asset management documentation to better manage our hardware/software portfolio.
Samanage Provides a Great and Simple Layout
What do you like best about the product?
The easy to navigate and organized layout of the platform. It allows you to track your incidents and generate quick and easy to understand reports to help you better understand your team and problems that consistently occur.
What do you dislike about the product?
There is not as much freedom when customizing the end user portal that they use to select which kind of incident they are experiencing.
What problems is the product solving and how is that benefiting you?
Everyday incidents with our hardware, software and in house erp system that our company uses to go about business. It is easy and quick to communicate back and fourth with our employees so that we can resolve issues quicker.
Great system for communications and asset management.
What do you like best about the product?
Extremely easy for our customers to interact with and provides an effective source of information for case history. The individual asset management has made us far more efficient and we can better coordinate as a team on issues.
What do you dislike about the product?
Not everything can be 100% customized such as the ability to create individual notifications for user tasks. There are new features being added all the time however.
What problems is the product solving and how is that benefiting you?
Before we switched over to Samanage there was really no way for us to manage our assets locally outside of a massive excel file. Keeping track of what happened to individual systems was a nightmare as items there was no way for us to monitor them once they went out the door to our remote users. Now we can easily see who has been assigned what hardware, what issues they've had in the past, and hardware/software diagnostics that allow us to be proactive rather than reactive.
Great product, Great staff.
What do you like best about the product?
Support is almost instant, Easy to use interface.
What do you dislike about the product?
Filtering can be a pain to manage, just need to spend more time thinking it out.
What problems is the product solving and how is that benefiting you?
Ticketing system, solution tracker, inventory management.
Recommendations to others considering the product:
Plan ahead
Samanage is an amazing product
What do you like best about the product?
The interface is easy to use and not cumbersome. There are no click-through-5-screens to get actions accomplish. Its clean and intuitive, but still functional interface is one of my most important measurements. My technicians and end users are using very well. This is the first tool in which end users have actually engaged. We're getting 30-50% portal use.
What do you dislike about the product?
The reporting could be better. This has been true from the beginning, which for us was 2 years ago. I would like to access the time logs without having to build an API interface. I had this in my previous solution. Not having this means I can't individually attribute work that additional techs spend on another person's request/incident. They end up putting time into a "tasks this week" request. This means I can't really track all time spent on a request if I want to properly attribute it to a technician. I wish this was different.
I also really, really wish I could auto-assign due dates based on categories, priorities, or who submitted the request. I really miss this feature.
I also really, really wish I could auto-assign due dates based on categories, priorities, or who submitted the request. I really miss this feature.
What problems is the product solving and how is that benefiting you?
Samanage has significantly reduced the number of phone and email tickets. This was messy in our last tool because almost no end users were using the portal. I have business rules that assign work from specific end users, specific work types, and other factors to the appropriate person. I have a small team, so specific work goes to specific people. This helps streamline that process. I have saved 50% of my admin time spent in a helpdesk solution. My level of communication spent outside the tool has also decreased. The comment feature is very helpful, especially for communicating with users. Real-time chat with users would be an awesome "power-up" to Samanage.
Recommendations to others considering the product:
Really evaluate what you can't do in Samamage. We are meeting 80-85% of our needs in Samanage. I am willing to use Asana for project management, for example. I can deal with whatever other features are lacking.
Great helpdesk and inventory system
What do you like best about the product?
The helpdesk works really well. It allows for multiple people to easily divide incidents to streamline resolution.
What do you dislike about the product?
The main issue I have with the helpdesk is the page doesn't auto update.
What problems is the product solving and how is that benefiting you?
It is an easy, intuitive program for keeping track of work that needs to be done.
Easy and Flexible Ticket System
What do you like best about the product?
The flexibility of customization. Easy to use. Nice looking and easy to navigate UI
What do you dislike about the product?
Incident filter limitations (although this could be user/setup error)
What problems is the product solving and how is that benefiting you?
Tracking both help desk and development tickets.
Good product
What do you like best about the product?
Helps us keep track of tickets, changes, equipment, licenses. The portal for user self help is nice.
What do you dislike about the product?
The search functionality could be better, but I hear that will be improving.
What problems is the product solving and how is that benefiting you?
Samanage handles all our service desk needs.
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