SolarWinds Service Desk
SolarWindsExternal reviews
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Comfortable format and service oriented interface
What do you like best about the product?
The easily managed interface allows my time to be utilized more effectively within the scope of my career.
What do you dislike about the product?
Not integrating this software sooner. We could have garnered the success of this implementation sooner, but we were apprehensive with regard to the switch.
What problems is the product solving and how is that benefiting you?
Time open for an incident has been pulled within scope.
Recommendations to others considering the product:
It has allowed me more time to work on the incidents more effectively.
Samanage Helped our I.T. Department Be More Efficient
What do you like best about the product?
The ease of use and support. We were up and going in a day. The Work flows streamlined many of our processes that took away some of the monotonous tasks that tend to bog you down.
What do you dislike about the product?
The only problem we had was with the SSO through a third party. That was a little tough and unexpected. I would like Samanage to have a native SSO to finish out their product.
What problems is the product solving and how is that benefiting you?
It is a great help desk program. It has helped us with managing our deployed and shelved inventory. We have automated some processes that helps get around some of the bureaucratic tendencies of business.
Easy to implement, wonderful service and very affortable
What do you like best about the product?
That the software is easy to implement ourselves without needing consulting help and that there is good documentation and tutorials. And the support team is wonderful.
What do you dislike about the product?
Using API integration to automate service catalog workflow routing
What problems is the product solving and how is that benefiting you?
• Incidents – Key Performance Indicator reports out of the box
• Service Requests for Software Enhancements, Infrastructure and Tool Onboarding will route for approvals and allow comments and attachments to be shared between the requester and assignee.
• Problems – Ability to associate hardware, software, changes or services with a problem
• Changes – Live drill down report of changes associated with service requests, incidents and problems
• Asset Management – Six out of the box reports on computers and software. Risk alerts when hardware is reaching end of life or when software installed exceeds the license agreement.
• Service Requests for Software Enhancements, Infrastructure and Tool Onboarding will route for approvals and allow comments and attachments to be shared between the requester and assignee.
• Problems – Ability to associate hardware, software, changes or services with a problem
• Changes – Live drill down report of changes associated with service requests, incidents and problems
• Asset Management – Six out of the box reports on computers and software. Risk alerts when hardware is reaching end of life or when software installed exceeds the license agreement.
Recommendations to others considering the product:
Great software and service!
A fantastic Service Desk
What do you like best about the product?
I love the clean interface and how easy it was to setup. The integration with Centrify is a big plus.
What do you dislike about the product?
While the workflows are easy to set up they can be a little too basic at times.
What problems is the product solving and how is that benefiting you?
We needed a more affordable, streamlined, and simpler service desk. Samanage was the only solution that covered all of these.
Recommendations to others considering the product:
If you want a simple, easy to use, cloud hosted solution this is a great option. They also offer integration with Centrify which was a big plus for us since we use it in our day to day operations.
Great Implementation, fell a little short with support after setup
What do you like best about the product?
The interface is very easy to navigate, so Our teachers are able to put in tickets with ease.
What do you dislike about the product?
The Inventory side is very limited when it comes to comparing what you have, compared to what you've scanned.
What problems is the product solving and how is that benefiting you?
Help desk has solved a lot of issues.
Recommendations to others considering the product:
I would make sure to nail down all details before you finish the project. It's a little hard to get help the further out your completed project is.
Extremely happy with the product
What do you like best about the product?
Reports, service request, ITIL standards. The dashboard ability is really nice for a quick over view.
What do you dislike about the product?
Used to not like the chat pop up but all good now
What problems is the product solving and how is that benefiting you?
ITIL standards implementation.
Recommendations to others considering the product:
Great product easy to work with and implement.
The experience has been pretty good.
What do you like best about the product?
The ability to create tickets or Service request and track assets, as well as vendors.
What do you dislike about the product?
The set up process is a bit tedious, especially if you have many different avenues you want to take. Some items do not allow you to do what you would really like to do.
What problems is the product solving and how is that benefiting you?
We track Change Control, Assets, Helpdesk items and Vendors. It is nice to be notified when a vendor contract is up for revnewal and keep track of Change control.
Great Solution
What do you like best about the product?
We've been using Samanage Service Desk for a few years now and it does exactly what we want it to do. I've had to contact customer support a few times to figure out how to create certain rules (filters). They have been very helpful and quick to respond.
What do you dislike about the product?
There is nothing I dislike about the product
What problems is the product solving and how is that benefiting you?
Before Samanage, we didn't have a good solution for tracking IT ticktets. Since deployment, we've grown quite a bit. A great benefit to us is the simplicity of the Customer Portal and the idea that we don't need to train users on how to enter a ticket.
Solid To Use, Lacking Customization
What do you like best about the product?
The Samanage Agent and Asset tracking has been crucial to getting a better understanding of our organization, our employees and how our equipment is used.
What do you dislike about the product?
Samanage does have some limitations on customization, which has introduced some frustrations from both users and customers alike.
What problems is the product solving and how is that benefiting you?
We've had difficulty with Samanage in that Samanage does not have the ability to integrate a portal that is externally facing. Our business deals with many external clients, and having the ability for clients to submit a ticket directly would save valuable time and resources.
Samanage has a fantastic ITIL process, and has helped us integrate using this process in our organization. Their support has been crucial to large scale changes within our organization and streamlining our support processes for both internal and external customers.
Samanage has a fantastic ITIL process, and has helped us integrate using this process in our organization. Their support has been crucial to large scale changes within our organization and streamlining our support processes for both internal and external customers.
Easy to use interface with a rich set of features
What do you like best about the product?
Easy to use interface with a rich set of features, great for getting a helpdesk off the ground quickly. Very simple for the end user.
What do you dislike about the product?
Reporting is a chore to get working correctly. A lot of the canned reports either do not work, or do not display helpful information.
What problems is the product solving and how is that benefiting you?
One point of contact for all of our support needs with features that create a sense of collaboration.
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