SolarWinds Service Desk
SolarWindsExternal reviews
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Great product- and excellent after sales support
What do you like best about the product?
Excellent product with easy to use interface. Maps to ITSM process
What do you dislike about the product?
Requirement for a separate identity provider
What problems is the product solving and how is that benefiting you?
Implemented a new IT service desk portal for our team.
Particularly like the knowledge base aspect of the project.
It's early days in our implementation so we've yet to see the full benefits.
Particularly like the knowledge base aspect of the project.
It's early days in our implementation so we've yet to see the full benefits.
Samanage
What do you like best about the product?
Just implemented and it is great! Great User Interface and easy to use!
What do you dislike about the product?
No ability to auto generate categories in ticket.
What problems is the product solving and how is that benefiting you?
Ticketing.
Robust ticketing system
What do you like best about the product?
Ability to attach related tickets, add participants, attach screenshots, spreadsheets, etc.
What do you dislike about the product?
Nothing that I can think of, at the moment.
What problems is the product solving and how is that benefiting you?
Resolving tickets. Improves quality of deliveries.
Easy accessible helpdesk
What do you like best about the product?
Very easy to organize helpdesk system.
Good custom dashboard with relevant metrics.
Fast user adoption in organization.
Small learning curve for new employees
Easy automation through workflows.
SAManage has been easy to reach and also good at setting up training sessions for various integrations.
Integrations with online identity management systems.
Good custom dashboard with relevant metrics.
Fast user adoption in organization.
Small learning curve for new employees
Easy automation through workflows.
SAManage has been easy to reach and also good at setting up training sessions for various integrations.
Integrations with online identity management systems.
What do you dislike about the product?
Not really anything to dislike. Serves it's purpose well. Perhaps more design options would be great.
What problems is the product solving and how is that benefiting you?
Had a small organization unused to helpdesk system. Chaotic onboard processes for new employees and lack of metrics. SAManage was easy to implement, helped us getting our onboard process on track with workflow and validation from right parties. Same with service catalog where processes for requesting software is now automated and validated by appropriate managers.
Recommendations to others considering the product:
Dig into the workflows right away.
Clean, Intuitive, Cloud solution for Asset Management and Help Desk
What do you like best about the product?
The Contracts feature is my favorite, as I am responsible for software tracking and maintenance renewals. Managing this information in Samanage with purchase orders, renewal dates & reminders help make this process a lot less of a headache and allows me to create a one-stop shop.
What do you dislike about the product?
Some of the bugs like losing your filtered view after editing a record. The plus side of these annoyances is that Samanage is constantly updating and is very responsive to support inquiries and open to feature requests via the community.
What problems is the product solving and how is that benefiting you?
We are solving a lot of asset management woes with having the agent in our image. Adds that extra layer of live asset tracking visibility that is vital in conjunction with physically tagging and assigning the asset to an end user.
Inventory Management and Integrations
What do you like best about the product?
I really like the interface for inventory management a lot. It's primarily what we use with Samanage and it's clean, easy to navigate and a lot of sorting and reporting options. I was also pleasantly surprised at how well that translates on mobile phones and tablets. It's still very clean and navigates how you would expect it to. It was obviously developed by someone who has used this and similar products before so they understand the workflow and bring that into the development of the design's UX.
I also think the contract section is quite useful. Particularly for small and medium sized businesses where you are purchasing hardware and service contracts throughout the year. Remembering those dates is not always easy and the notification system tying into it is quite nice.
We have a pretty active Zendesk installation and use it for our ticketing. Samanage has an asset application that plugs into Zendesk as well and it seems to work pretty well for tracking machine maintenance and issues.
I also think the contract section is quite useful. Particularly for small and medium sized businesses where you are purchasing hardware and service contracts throughout the year. Remembering those dates is not always easy and the notification system tying into it is quite nice.
We have a pretty active Zendesk installation and use it for our ticketing. Samanage has an asset application that plugs into Zendesk as well and it seems to work pretty well for tracking machine maintenance and issues.
What do you dislike about the product?
I don't really have much that I don't like about Samanage. The system seems to run pretty cleanly. I do wish they had a native SSO component or a simple way to integrate with Active Directory for user accounts like Freshdesk does. That's probably the only thing I could wish for in a product. For SSO currently you have to use a 3rd party to handle the integration. Too many steps. They should cut out the middleman and add an application that you can install to a DC and keep the directory in Samanage up to date.
What problems is the product solving and how is that benefiting you?
Asset management and contracts are the primary business functions we are solving using this product.
Recommendations to others considering the product:
Definitely get a tour of the software. They are good at showing you everything but go in armed with questions. The more questions the better. If they don't know the answer, they will find out for you promptly.
Samanage has proven to be invaluable for us. Has provided exactly what we needed
What do you like best about the product?
I have found the Samange service / application to be very configurable for our needs. It was easy to configure to meet our needs, and access is available most anywhere.
What do you dislike about the product?
I have not found many dislikes, Pricing could be better......but still very reasonable.
What problems is the product solving and how is that benefiting you?
All IT management and Help Desk, I have recently added staffing to the IT Department and have grown from 1 to 3, Samanage still provides what we need, with minimal effort to adjust for growth of our organization.
Recommendations to others considering the product:
I would recommend evaluating your needs and how Samanage will fit your needs. I researched many options and did not want an in house solution that required a server and maintenance.
Samanage met the needs to provide a configurable solution that minimized hardware / software to maintain that system.
The setup and implementation of the system is minimal and do not have to worry about maintaining it. There are multiple ways to create tickets that are easy for users.
It also provided users the ability to check, and receive updates as to the status of their issue.
Samanage met the needs to provide a configurable solution that minimized hardware / software to maintain that system.
The setup and implementation of the system is minimal and do not have to worry about maintaining it. There are multiple ways to create tickets that are easy for users.
It also provided users the ability to check, and receive updates as to the status of their issue.
Great product with superior support!
What do you like best about the product?
Reports, ease of use, support is top notch.
What do you dislike about the product?
Nothing really to dislike, we have a few wants, but they are being looked into.
What problems is the product solving and how is that benefiting you?
Technical and IT support, Medical Operations, HR
Overall the product is solid and useful
What do you like best about the product?
I like that I can figure out most of the functions that I need by looking around, the layout makes good logical sense.
What do you dislike about the product?
It's import functions are limited and it's general search function lacks
What problems is the product solving and how is that benefiting you?
IT Support Desk, Customer Service Centre and Network Computer Audit
Recommendations to others considering the product:
import functions need improvement, API support is ok, but importing multiple records has been impossible so far
reporting needs improvement to the interface
general search functions needs more customization for querying and the ability to list items in an organized fashion
reporting needs improvement to the interface
general search functions needs more customization for querying and the ability to list items in an organized fashion
It has been a great experience so far. Fast and EAsy
What do you like best about the product?
The team at Samanage have been great at gathering input for our companies needs, and implementing them into their program.
What do you dislike about the product?
The program is still relatively new, so it does not have some of the functionality of bigger programs. However, they are growing at a fast rate, and always implementing new features.
What problems is the product solving and how is that benefiting you?
This program has helped to turn our individual help desks at various locations into one unified help desk solution. It has made everything easier, faster, and makes the customers happier.
Recommendations to others considering the product:
Definitely give it a try. It may be newer than other companies help desk solutions, but you will not regret trying it. Samanage is fast, smart, and easy to use.
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