SolarWinds Service Desk
SolarWindsExternal reviews
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Support desk
What do you like best about the product?
What I like best about Samanage is that it is web based. Our IT dept. is in multiple states and it is great to be able to see everyone's Incidents in real time and each employee can assist others on their task by giving advise and or knowledge. We are also able to help each other out by closing cases and checking on the status of the end user to make sure they are taken care of in a timely manner.
What do you dislike about the product?
The only thing I do not like about Samanage Is the copy paste functionality. We take a lot of screen shot in out company and you can not paste directly in to Samanage. I have to use a work around by pasting to "MS Word" first and then in to my Incident. It is an extra step but not a deal breaker.
What problems is the product solving and how is that benefiting you?
Like I stated earlier we love the way we can collaborate on each other Incident by giving advice and knowledge in real time to our support staff and end users.
Recommendations to others considering the product:
Weigh all of your options to make you are getting the tools you need to run your business.
Excellent Product
What do you like best about the product?
I like the work flows best. This has made our work lives so much better and efficient. Before it was all a manual process and many times, things were missed or forgotten. The work flow feature is a must.
What do you dislike about the product?
Though we are fairly new to the product, I have no complaints! It is light years ahead of our previous solution and I am extremely satisfied.
What problems is the product solving and how is that benefiting you?
Samanage has streamlined many of our help desk request using the work flow piece. This enabled our department to serve our clients better.
Also, the knowledge base with option to tag articles has allowed our users to find their own solutions which in turn, is deceasing the number of tickets we receive.
Also, the knowledge base with option to tag articles has allowed our users to find their own solutions which in turn, is deceasing the number of tickets we receive.
Recommendations to others considering the product:
Just give it a try, you will love it!
Samanage Initial Review
What do you like best about the product?
We are in the implemetation stage so it's hard to say much about the software until we start using it, but their help with our setup has been great. Our SSO implementation went smoothly the person helping us with our implementation has been very helpful. We are looking forward to using the software in production.
What do you dislike about the product?
Except for the price, which is pretty steep, there is nothing I dislike about Samanage.
What problems is the product solving and how is that benefiting you?
We are in the implementation phase with Samange, so my review is more of what we experienced in testing and now implementation. Our old help desk software offered Single Sign-on, but not SAML, which is what we are using. That was one of the biggest reasons to move to Samanage. That ended up being a very easy migration for us. Our old software also didn't make it easy to determine work ticket priority, which is very important for us and Samanage handles it much better.
Recommendations to others considering the product:
I don't have much experience with Samanage, but so far I am pretty impressed with them. They are helpful and their software seems impressive.
Implemented SAMANAGE for help desk functionality
What do you like best about the product?
Easy to create a ticket. With samanage, users have the option of either creating tickets using the UI or by sending an email- which would create the ticket. It supports user group + specific users for the assignment of categories to the right personnel to handle the tickets. Per resolution is also an area where you can see solutions to problems.
What do you dislike about the product?
Unable to send a copy of a spreadsheet in the clipboard in email for tickets. Mobile website has a bug when hitting the carriage return in the comments (in the UI, it looks like it is creating a carriage return. However, it actually posts the comment, resulting in a small inconvenience / spamming).
What problems is the product solving and how is that benefiting you?
Samanage helps to manage support tickets as well as clearing possible confusion / miscommunication regarding personnel who handle the support requests.
Recommendations to others considering the product:
Do a trial and a test run with a few users at the time. Start with basic ticketing, and then advance to workflows.
A good product
What do you like best about the product?
Samanage offers a user-friendly, responsive interface that is easy to setup and easy to use
What do you dislike about the product?
New feature requests do not seem to be addressed in short order, and we've been instructed to post new features to the Samanage community which feels like a black hole
What problems is the product solving and how is that benefiting you?
We are more organized, have many less emails, and are not having jobs missed as they were in the past
Great Platform with some caveats
What do you like best about the product?
It's a double edged sword, we love the incidents, the reporting and the asset management
What do you dislike about the product?
The asset management and the incidents could use a little work. We'd love the ability to change more details on a computer without having the software override that.
What problems is the product solving and how is that benefiting you?
Keeping better tabs on our IT tickets as well as our Salesforce tickets, IT projects, and Salesforce projects.
Recommendations to others considering the product:
Do as much research as you can before you make a decision, it sounds stupid but trust me.
Great All in One Software
What do you like best about the product?
Asset Tracking and Service Desk combination
What do you dislike about the product?
The naming conventions are a little hard to get used to but now that we are using them more it is getting easier.
What problems is the product solving and how is that benefiting you?
Tracking Assets to Service desk tickets has been a problem in the past but this software allows the ease of assigning certain assets to the tickets so that we can track them all in one central location.
Samanage Review
What do you like best about the product?
Able to configure easily and update is instantaneous.
What do you dislike about the product?
The search field and attaching incidents/request to existing incidents is not the best.
What problems is the product solving and how is that benefiting you?
Corporate office support and all of our retail stores support. We are able to manage and track all issue related with all request along with asset management.
Recommendations to others considering the product:
Support from Samanage is like none other, they answer your request or questions in a timely manner. To setup, Samanage has many guideline, support and documentations.
Samanage Works for Us
What do you like best about the product?
I like that Samanage is flexible and customizable. We are moving from a very rigid cloud based help desk solution that was simply too expensive and inflexible to work for us.
What do you dislike about the product?
I don't have too many dislikes at this point. Implementation process is smooth.
What problems is the product solving and how is that benefiting you?
We needed a flexible help desk solution that could help us with automated ticket routing and allowed some flexibility in what we are asking from users in terms of information.
Recommendations to others considering the product:
It's a smooth implementation process, one thing we really like about it was the benchmarking feature wherein you can compare your help desk performance against other Samanage users. This is very useful to us in terms of staffing planning and recommendations to our executive team.
Samanage review
What do you like best about the product?
I primarily use the help desk and it seems to be working well so far. I do like the email notifications and being able to reply to a ticket via email. This is typically my preference for responding to new tickets.
What do you dislike about the product?
Sometimes the screenshot quality through email is not good enough.
I dislike the menu on the website that pops out of the left hand side when I hover over service desk.
I dislike the menu on the website that pops out of the left hand side when I hover over service desk.
What problems is the product solving and how is that benefiting you?
I am only using the service desk features and our team has become more organized tracking and resolving support tickets. We try to force the users to submit tickets through the application to prevent getting multiple support requests to different people for the same issue.
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