SolarWinds Service Desk
SolarWindsExternal reviews
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Nice Product for the Price
What do you like best about the product?
One of the key features of Samanage is the mobile app. In the past our techs had problems getting notifications of work orders assigned to them while off-site or in a different building (using our old system Track-It!). They love the new features of the mobile app and that it notifies you on the phone. We like the web interface for accessing the site. Our previous product was client-based. One of the other features is that Samanage is fully ITIL compliant which gives us greater flexibility than just Help Desk. I like the integration with other services such as Slack, and OneLogin. They have quite a collection. Another feature is the ability to assign tickets to a group/team, which we were unable to do previously.
What do you dislike about the product?
I would still like to be able to have my techs show up as not available when they are on vacation, so that we don't assign tickets to them that won't be addressed until they come back.
Sometimes the Samanage support is a little slow to respond.
Sometimes the Samanage support is a little slow to respond.
What problems is the product solving and how is that benefiting you?
Better communication with our techs. Allows different departments to leverage the tools Samanage has to offer
Great Solution for All In One Helpdesk and Asset Management Solution
What do you like best about the product?
They've come a long way. We've used Samanage for approximately 6 years from back when they did the basics to now, where they are basically an all in one solution for internal helpdesk teams.
What do you dislike about the product?
Really nothing at this point. If I had to nitpick, their approval workflows still aren't the best. They don't have the ability to make decisions conditionally based off of stored information such as manager, department, etc.
What problems is the product solving and how is that benefiting you?
Helpdesk ticket management and asset management.
Always improving
What do you like best about the product?
New features, ease of use, simple to navigate
What do you dislike about the product?
hard to troubleshoot bounced emails/delays in emails
What problems is the product solving and how is that benefiting you?
Ticketing system, solution database, asset tracking, procurement tracking
Recommendations to others considering the product:
Give it a shot, lots of great easy to use features and always adding new features.
Simple interface, reliable, lightweight, powerful.
What do you like best about the product?
I like how simple and easy it is to find what I need. There's a search bar at the top, and sorting through our inventory is easy.
What do you dislike about the product?
It would be cool if the android app was more functional and reliable. Just something as simple as viewing and indexing inventory would be great.
What problems is the product solving and how is that benefiting you?
We use Samanage for basic inventory and incident reporting. I've realized how easy and light the watchdog service is.
Samanage Service Desk is evolving
What do you like best about the product?
One of the things I like about Samanage is that you are able to create problems so you can see problem areas but attaching incidents. Solutions is also helpful and being able to attached these to incidents makes for not only a robust knowledgebase, but also quick answers for customers.
What do you dislike about the product?
The few things we have disliked about Samanage - not able to edit an assigned person outside of clicking edit was quickly fixed. Samanage appears to be a platform that evolves for its customers.
What problems is the product solving and how is that benefiting you?
Account issue - log in problem. Printer, software, hardware issues. Digital signage issues. Requests made for Data and analysis. Networking and telecom requests.
Recommendations to others considering the product:
Sometimes I find a lag when trying to attach solutions - certain browser seem to be a problem. A bit convoluted sometimes.
Easy implementation and management!
What do you like best about the product?
I'm not sure how I got by without SAManage before. The implementation and management is magically simple. I'm able to view inventory status down to the most minute detail, in addition to tracking licensing. Any needed support has been swift and knowledgeable.
What do you dislike about the product?
I haven't run into any issues with this product.
What problems is the product solving and how is that benefiting you?
Inventory management, license tracking, and more.
Recommendations to others considering the product:
I recommend this product for streamlining the process of inventory and licensing management and control.
A very important part of our IT operations.
What do you like best about the product?
I like the clean interface and the quick response of the support agents via chat.
What do you dislike about the product?
The mobile app needs a lot of improvement. We also need the ability to generate change tickets directly from incident tickets.
What problems is the product solving and how is that benefiting you?
We are trying to solve: managing calls for IT requests, documenting solutions, creating user forms for automated requests.
Great support and easy to implement!
What do you like best about the product?
I really like the service catalog. I created an ACL request catalog item so I can streamline ACL requests. This saves me lots of back and forth.
What do you dislike about the product?
The text box in tickets could use improvement. Though they do regularly update the UI for the better.
What problems is the product solving and how is that benefiting you?
Helps diminish shadow IT, it's provided a place for our customers to go to get help!
Samanage is the go to IT Support tool for success!
What do you like best about the product?
The best part of Samanage is the ease of use, setup, low cost, and the functionality it potentially has to improve your every day business.
What do you dislike about the product?
The only complaint we currently have about Samange is sometimes the phone app can act up, (every phone app does) so it is not a huge complain, but it is probably the only thing we have ever had an issue with.
What problems is the product solving and how is that benefiting you?
IT Help Desk Tickets
Recommendations to others considering the product:
Go with Samanage! It will increase productivity immensely.
Very nice product
What do you like best about the product?
Easy to use, very nice layout. They make regular updates that usually improve the product. Easy to customize what you see. Easy for users to submit tickets.
What do you dislike about the product?
The search function can be frustrating sometimes. You type in a search term and the results can be...unexpected.
What problems is the product solving and how is that benefiting you?
It makes it easy to manage our Help Desk queue.
Recommendations to others considering the product:
Give it a try!
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