SolarWinds Service Desk
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Easy to use, great price
What do you like best about the product?
The ease of use and ease to implement. The support they provide is great also.
What do you dislike about the product?
Some features are missing, features we had in our old product. For example, the ability for team members (not just Admins) to be able to post Alerts aka Bulletins.
What problems is the product solving and how is that benefiting you?
Tech support incident handling.
Recommendations to others considering the product:
If you are looking for an easy to use and implement solution, with a good price, this is the Solution to use
A Solid Solution for Serving your Organization
What do you like best about the product?
We love the flexibility to customize as well as the responsive service and constant improvements. The support team is extremely responsive to our needs. The array of services provided is excellent and ever growing.
What do you dislike about the product?
There are still a couple of tweaks that our org could benefit from specifically, but no true dislikes. The only real "issue" we have had is when a problem is escalated to the engineers it seems to lack follow up. This has only happened twice in the three years we have had Samanage. The first time, the problem was eventually resolved. Currently we are working with them to resolve another.
What problems is the product solving and how is that benefiting you?
We have been able to build out cohesive workflows that solve a multitude of problems, implement solid change management, get a handle on our tech inventory as well as many other items. We are constantly finding new ways to leverage Samanage to further our service level.
Recommendations to others considering the product:
Definitely fully explore how you can leverage the product and familiarize yourself with the service catalog item workflows before you start building out your solution. Also get advance buy-in from other departments in your org to see how you can make this the solution for everyone and not just IT
Samanage is a ground breaking platform that allows you to integrate all facets of your business
What do you like best about the product?
I like the visibility it offers all users. I like the idea they have of connecting IT, Service, Inventory, HR, and just about any facet of your business that you can think of all into one platform so we are all connected.
What do you dislike about the product?
From a maintenance service perspective I wish we had more options for assigning 3rd party contractors that could be saved into the system and then assigning them an incident that could be exported as a work order with not to exceed amount. We have found work arounds thanks to the amazing staff at samanage but they have not quite made it where we would like it to be yet.
What problems is the product solving and how is that benefiting you?
Nothing gets lost, everything is tracked, and this holds everyone accountable for getting the problems solved timely.
Very customizable ticketing system
What do you like best about the product?
The degree in which you can customize ticket submissions and queues
What do you dislike about the product?
There have been several performance issues.
What problems is the product solving and how is that benefiting you?
Its a far better ticketing system than our previous system
Great Service Desk Ticketing Solution
What do you like best about the product?
The simplicity of the product makes it very easy to implement and work with. Interface is clean and simple. ticket auditing and reporting is very simple and provides robust information.
What do you dislike about the product?
Too Many emails from the system regarding routing and ticket creation. Perhaps an ability to condense these into summaries for admins.
What problems is the product solving and how is that benefiting you?
Including asset management and tying it to the users has allowed us to be able to track troubles systems and see the other trouble spots in the organization. This has allowed us to start trimming costs.
Recommendations to others considering the product:
Highly recommend.
Simple to Use, but Simple in Functionality
What do you like best about the product?
The ability to preview tickets/incidents and their details/comments without having to open the ticket.
What do you dislike about the product?
Lack of integration/automation with custom forms and fields.
What problems is the product solving and how is that benefiting you?
Incident management is the primary use. This benefited us because we did have a tool prior to this.
Recommendations to others considering the product:
Suggest to only use this tool for companies with <500 employees/users as for larger situations where you may need to report detailed inventory, incident management, and/or KPI reports, this tool can be cumbersome or doesn't provide the depth of detail without manual collection.
Good Stuff for you!
What do you like best about the product?
There are many benefits to using this. We have finally setup the purchasing part of this and I am in love! The custom forms are very nice!
What do you dislike about the product?
When going to some pages, it can load really slow. They have broken some custom fields with their updates. So we would have to go back and update our custom fields to get them to work properly again.
What problems is the product solving and how is that benefiting you?
We were in dire need of some ticketing system, as we were using outlook tasks for IT problems. Now we have the option to track each techs time.
Recommendations to others considering the product:
When setting this product up to your liking, I highly recommend to take your time and go through with a fine tooth comb.
Solid Platform, Continually Growing and Adding New Features
What do you like best about the product?
Speed of updates including useful features, without breaking existing stuff. Also, their support chat staff is awesome - highly helpful and very prompt.
What do you dislike about the product?
The feature set can still be a little less than complete, but it's getting there and maturing very nicely
What problems is the product solving and how is that benefiting you?
We exclusively use it for help desk/ticket management at this point, but it's
Recommendations to others considering the product:
Give it a serious look, it may be less mature in some ways than other offerings but it's quickly catching up!
Great cloud based service and asset management system
What do you like best about the product?
I have found Samanage to be the best ITSM that I have found to blend both easy and intuitive UI with powerful and meaningful features. It is a great product that does its job well.
What do you dislike about the product?
If I had to say something bad about it, it would be that the initial implementation is a bit involved, especially setting up automations. I would expect this with any solution, though.
What problems is the product solving and how is that benefiting you?
Samanage helps us to truly get a handle on our service requests and incident management. The ITIL based tools allow us to track these into problem and change management effectively and easily.
Recommendations to others considering the product:
It's a great product, and I have no reservations.
Samanage Review
What do you like best about the product?
Organization of tasks, users, and assets. I use this on a daily basis and keeping track of assets is much easier (although an improved physical location attribute could be more specific, or help in shipping somehow). The service desk aspect helps me keep my tasks in order and moving forward; and being able to reference particular issues or users with specific issues is quite convenient.
What do you dislike about the product?
Samanage load times can be inconveniently slow sometimes, maneuvering through windows, menus, and screens can be quite inconvenient. I would like to be provided more information on what else I can accomplish with this program, but it's hard due to the fact I still have not overturned every stone here. There is a lot of information that could be organized and provided to make customer solutions better. Occasionally the service desk does drop the ball and miss emails, which severely affects our relationship and ability to accomplish tasks with end--users. This issue is major, and although not common, needs to be addressed when/if it occurs.
What problems is the product solving and how is that benefiting you?
Provisioning equipment, identifying equipment, assisting users, and repairing issues. Being able to organize and stack this much information in one solution is quite powerful in my opinion.
Recommendations to others considering the product:
Check it out, it's worth it for our size company
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