SolarWinds Service Desk
SolarWindsExternal reviews
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Best Help-desk solution by far!
What do you like best about the product?
Easily implemented and used. If you looking for a well rounded help-desk solution this is it! Samanage Support staff is FANTASTIC.! Easy to use and implement!
What do you dislike about the product?
There is nothing about this product that i do not like, This is a great solution for us!
What problems is the product solving and how is that benefiting you?
Better help-desk solution, better reporting!
Recommendations to others considering the product:
tRY IT yOURSELF!
Simple and organized
What do you like best about the product?
The ease of setting everything up, creating processes, and building a knowledge base
What do you dislike about the product?
Processes could use some more granular control
What problems is the product solving and how is that benefiting you?
A service portal for the entire enterprise
So far, so good. Does everything on our "needs" and "wants" list.
What do you like best about the product?
Automation, AI learning, ability for user for self help, workflows and custom forms
What do you dislike about the product?
Need to be able to separate categories for Incidents and Service Requests. More flexibility in asset management if you are not using their agent/client
What problems is the product solving and how is that benefiting you?
This will increase the efficiency of not only our IT dept, but also a host of other departments as soon as it is fully implemented.
Recommendations to others considering the product:
Use the Demo and verify that it satisfies all your needs. It is very flexible.
Automations and Reports Make for a Great Overall Service Desk Product
What do you like best about the product?
I love the automations that were recently rolled out. They've increased productivity and saved my techs a lot of time.
What do you dislike about the product?
I wish there was a way to set status for technicians. This would help with assigning when a team member is out on vacation or out sick.
What problems is the product solving and how is that benefiting you?
Tracking of technical problems throughout our district. We also track our purchase orders through Samanage.
Samanage is awseome
What do you like best about the product?
Very easy to configure, Affordable, Easy to use
What do you dislike about the product?
Nothing that Samange has not fulfilled in or business
What problems is the product solving and how is that benefiting you?
IT ticketing, assist management and tracking. As the IT Admin of a small company this product is great it meets our needs.
Samanage is a great solution
What do you like best about the product?
We like that it was easy to set up right out of the box but then it was customizable to fit our church and school combo.
What do you dislike about the product?
I don't like that sometimes the app on my phone doesn't work. That's bad if you don't have a computer with you and you run from classroom to classroom all day fixing teacher requests. I can't always get back to a computer to check the tickets. It would be helpful if it texted.
What problems is the product solving and how is that benefiting you?
Making departments responsible visibly for what they have to do. Also, making the employees appreciate that their requests are in writing and not just a conversation and someone will eventually get to it.
Strong UI for improved customer communication
What do you like best about the product?
Samanage Service Desk is a significant improvement over our previous ITSM, particularly in UI design for both IT technicians and customers. Customer communication was our main motivator to switch systems and we are very pleased with the decision. Customer use of the portal increased noticeably from day one.
What do you dislike about the product?
There are a few shortcomings, mostly in reporting and asset management, and we’ve encountered a few bugs. But unlike the competition, reported bugs have been fixed VERY quickly. Client agent has been solid. We also had a challenge initially provisioning users related to Azure AD integration.
What problems is the product solving and how is that benefiting you?
Streamlined customer communication; simplified IT technician processes.
Recommendations to others considering the product:
A solid ITSM for SMB.
Easy to use with a good API
What do you like best about the product?
What I like best about this product is their easy to use API. We use it add users and departments automatically.
What do you dislike about the product?
Nothing too big at the moment. If I were to say something it would be filtering your assigned tickets.
What problems is the product solving and how is that benefiting you?
Good communication between users and support staff.
Good IT service management tool
What do you like best about the product?
Samanage is very good product for managing your companies IT needs. Users can submit tickets via portal or email address. IT staff can categorize, apply SLAs, contribute to a knowledgebase and tag tickets for future reference in one interface. Reporting can provide metrics on several of modules used by IT. You can also store contracts, vendor information, change management and provide a service catalog for users to request hardware/software. Overall a good product for managing all IT needs.
What do you dislike about the product?
The reporting is some what basic in that the reports provided are canned reports. There is some customization but focused around the canned reports. There has been several times where the automated reports did not send out but Samanage support is very quick to resolve any issues.
What problems is the product solving and how is that benefiting you?
We are identifying the software / hardware with the most issues through reporting and understanding the cause and permanently resolving. We have one location for users to send support requests to.
Great Customer Service
What do you like best about the product?
The product is very easy to learn, teaching others how to use the service has been very easy as well.
What do you dislike about the product?
Have not found anything I dislike about this product
What problems is the product solving and how is that benefiting you?
Ticketing system for our IT department. A couple benefits would be the communication with end users and organization of issues that come through our system.
Recommendations to others considering the product:
Give it a shot and you will not be dissapointed
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