SolarWinds Service Desk
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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.
Great for tickets, changes, asset management.
What do you like best about the product?
Samanage is a great tool for incidents, problems, change management and asset management.
What do you dislike about the product?
It needs some work on reporting and I don't like that "Tasks" are removed from "Incidents".
What problems is the product solving and how is that benefiting you?
Helpdesk/Incident response.
Ticket and Change Management
What do you like best about the product?
Intuitive and flexible. Forum available to offer suggested improvements.
What do you dislike about the product?
Nothing currently, but we have not fully implemented.
What problems is the product solving and how is that benefiting you?
Ticket tracking and Change Management
Excellent IT Tool
What do you like best about the product?
The UI is very user friendly and not too busy. It focuses on what is important and helps unfamiliar users of the application to use it.
What do you dislike about the product?
There are some bugs while editing text in a ticket. I also think it's too many clicks to add a user to a ticket (added via email CC). I wish there was a way to just tag a user in a response so they get notified of it.
What problems is the product solving and how is that benefiting you?
Help Desk ticketing system and KB articles.
Great system, needs better trend reporting to truly shine
What do you like best about the product?
Customization without need to engage external resources
What do you dislike about the product?
Trend reporting is just not adequate for a larger company
What problems is the product solving and how is that benefiting you?
Ease of use and customization. Ticket and workflows are easy to setup and manage.
Recommendations to others considering the product:
Make sure you understand the trend reporting limitations
Very Nice Setup, Getting Better All The Time
What do you like best about the product?
Tickets are very easy to manage and update. There are a lot of customizable options
What do you dislike about the product?
Reporting needs to be better, and easier to work with. Inventory also needs some tweaking, as it's a bit unintuitive.
What problems is the product solving and how is that benefiting you?
We struggled while using a different ticketing system. Samanage has made is a lot easier to keep track of our issues and requests.
A year in and going strong
What do you like best about the product?
The Samanage interface is clean and simple. SaaS based functions mean that when I update a status item that it is updated right away. For service management, there are some handy features such as the ability to leave private comments, or to direct incoming requests based on content/ keywords, or to gather customer feedback in a way that makes it simple to review or query.
What do you dislike about the product?
When it comes to extending the functionality or adding new features, it can be difficult to truly know when something is coming. Case-in-point: we had heard that certain automation features were coming as of a date certain. On said date, our account manager said it was delayed and could be up to a six month wait. Two days later the feature was delivered without fanfare.
What problems is the product solving and how is that benefiting you?
We have a single system for all of our service and asset management. The two functions are largely separate, but they are accomplished within the same system so we don't have to maintain two lists of our users. While integration with 3rd party products isn't what I would call a strong suit, we are getting some of the essential integrations accomplished (with some heavy lifting on the front end. ) We benefit from having ITIL-formatted functions in a single view (Incidents, Problems, Changes, Releases, Solutions, etc.)
Recommendations to others considering the product:
Do your homework. We compared several solutions but went with Samanage based on everything that we reviewed. If the solution has what you need out of the box, great. If you need customization, it could be a tougher decision.
Great Basic Helpdesk Software but lacks automation
What do you like best about the product?
Samanage is one of the easiest to configure products I have seen. Gui is easy to navigate and administer
What do you dislike about the product?
Their lack of detailed reporting and automation workflows hampers the report gathering ability and workflow.
What problems is the product solving and how is that benefiting you?
Samanage helps us track inventory and help desk incidents for our internal users.
Recommendations to others considering the product:
Good basic product. will develop in time
Great workflow but poor reporting
What do you like best about the product?
Workflow of the product is great. Customer support is easy to work with. Implementation was smooth.
What do you dislike about the product?
Reporting is not as advanced as it should be. Takes a long time to get to reports we need.
What problems is the product solving and how is that benefiting you?
Less time to create/resolve tickets because of ease of use.
Samanage is great!
What do you like best about the product?
I like the consolidation of our tickets across multiple clients. It's very easy to keep track of all of our sites.
What do you dislike about the product?
It would be nice if when a new ticket came in if samanage gave a notification sound (or an option to do so). It would also be nice if maybe samanage implemented an auto refresh option after a certain amount of time so a manual refresh of the page would not be necessary. This would allow us to view tickets as they were coming in without manual refresh.
What problems is the product solving and how is that benefiting you?
The consolidation is awesome! All of our clients tickets come to one page! That means so much to me being an IT Help Desk Technician. I also love the filter setting if I need to revisit tickets according to whatever parameters I choose.
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