SolarWinds Service Desk
SolarWindsExternal reviews
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Intuitive interface and excellent support
What do you like best about the product?
Samanage Servicedesk is a delight to use compared to our previous solution. Our employees refused to use the old antiquated system, so managing the helpdesk was a nightmare. Samanage has changed that and feedback from employees is very positive.
What do you dislike about the product?
They do not have a good solution for integration with Active Directory and a third party authentication and sync system has to be implemented alongside.
What problems is the product solving and how is that benefiting you?
We have been able to implement a helpdesk and asset tracking package that actually works and is used.
Recommendations to others considering the product:
For our Small/medium sized business this is an ideal solution. It may be a bit less manageable for larger sized companies.
Samanage provides a beautiful, functional, and intuitive interface.
What do you like best about the product?
The product is both simple and robust. It provides a multitude of tools, features, and metrics for interfacing with our user base and providing the best support we can.
What do you dislike about the product?
There are some intermittent issues, but they are few and far inbetween. Anyone in the IT or engineering world will tell you that intermittent issues are difficult to pin down.
What problems is the product solving and how is that benefiting you?
We needed a tool to consolidate our knowledge base as well as something that was simple to use. Samanage Service desk provides everything we need to stay in touch with our users and provide support in an efficient manner.
Great tool for Service Desk
What do you like best about the product?
Quick and easy interface for agents to use.
What do you dislike about the product?
I do not like to create query for see tickets in the queue.
What problems is the product solving and how is that benefiting you?
Ticket, inventory, and workflow tracking.
Samanage, a great service desk tool for your company
What do you like best about the product?
Samanage does a great job of integrating ITIL into our service desk. Our team members and clients enjoy using the portal to submit incidents and requests.
What do you dislike about the product?
Our IT technicians wish that the queue had an auto refresh when new incidents or requests are submitted.
What problems is the product solving and how is that benefiting you?
It has revolutionized the way we use our service desk. From keeping track of inventory to utilizing service requests to get more information out of our team members for proactive requests.
Recommendations to others considering the product:
We considered quite a few other service desk tools, including household names, and Samanage checked every box we were looking for to implement with our company.
Great Platform!
What do you like best about the product?
The Service Desk Incidents, Changes and Problems module and assist greatly in our Day to Day Operations and Support
The interface is very intuitive
The Service Catalogs help create a in depth workflow and the concurrent access assists in the timely resolution of multi-departmental tasks
The interface is very intuitive
The Service Catalogs help create a in depth workflow and the concurrent access assists in the timely resolution of multi-departmental tasks
What do you dislike about the product?
Feature requests require the community to vote up before attention is brought to it, rather than a customer submitted request directly. The flip side is new featureless are constantly being released and the platform is always improving
What problems is the product solving and how is that benefiting you?
The Changes Module has greatly improved our Change Management Process
The Incidents module and Service Catalog has allowed us to extend our use beyond just out IT department but into various other department for us
With the Incidents, Changes and Problems associations we have been able to identify trending and resolve root cause items much more promptly
Recommendations to others considering the product:
Worth taking a look at over other products we've demo'd. Other solutions appear to require much more overhead for implementation and may not have all the same features
Service Desk and Asset Management
What do you like best about the product?
The system is very easy to implement and train end users on.
What do you dislike about the product?
There are a few features with in the service desk we would like to see. The great thing is that Samanage is always releasing new features.
What problems is the product solving and how is that benefiting you?
We are using Service Desk and Inventory tracking. Service Desk has improved our process in multiple departments.
Samanage is a phenomenal tool for IT Asset Management
What do you like best about the product?
The client to install on our machines was small, it gathers a ton of information, and it presents it all in a very neat package that you can search. I also love being able to add custom fields to each computer/user so that we can add all of our important information.
What do you dislike about the product?
I wish there were more automated ways to gather information about switches and routers on our network. I also wish that there was an easier way to gather info about printers. It finds printers, but it doesn't present them in a very coherent package so we had to add all of our printers manually.
What problems is the product solving and how is that benefiting you?
IT asset management, inventory management, budgeting. We found out pretty quickly that we would be able to use this budgeting by adding all of our PO's for our purchases.
Recommendations to others considering the product:
If you're looking for a great asset management or inventory tool for your IT resources, this is an incredible product. I'm not sure about the help desk side of it because we haven't used that part of it.
Great product with fantastic customer service
What do you like best about the product?
Standing up the product was extremely easy and management/administration is simple. That alone gives me back a lot of time otherwise spent. Usability for IT staff and users is also a major plus.
What do you dislike about the product?
The biggest flaw I can see at this time is the limits in reporting. Yes, I can get the majority of information I need, but ad hoc reporting isn't quite as easy. Also, customizing automated emails needs to be a little more user friendly.
What problems is the product solving and how is that benefiting you?
We have been able to initiate a formal Change Management process as well as Problem Management. The knowledge base is easy to manage and utilize and we've also implemented a user portal with access to many knowledge documents - something that has, so far, alleviated about 20% of the phone calls we used to receive.
Recommendations to others considering the product:
If you're a small to mid-sized business that doesn't need a million bells and whistles, but could have them if wanted, this is the product for you.
Initially an inventory and tracking solution that has become our helpdesk portal
What do you like best about the product?
We are able to document critical information about all of our hosts which aids in troubleshooting and inventory tracking.
What do you dislike about the product?
Updating the agents needs to be done via group policy or manual
What problems is the product solving and how is that benefiting you?
We initially were using Samange solely for hardware and software inventory, this aided in troubleshooting as well as maintaining up-to-date details on all of our endpoints. We also manually inventories any devices that we couldn't install the agent on. Most recently, we implemented their Service Desk fully allowing our employees to submit trouble tickets to our IT team. This had made a major improvement in incident tracking, logging and resolution. The employee base has seen this as a major positive. Samange's support is very good, you can get a person in an on-line chat quickly and easily and resolutions to any issues can be worked through in a proper time frame.
Recommendations to others considering the product:
Test your possible solutions' support service, see which attends to you best.
Good service desk system with Good support
What do you like best about the product?
Support has been REALLY great to work with. They are responsive and the chat system work well.
What do you dislike about the product?
There are parts of the interface that require multiple steps to do something that should be really simple to do.
What problems is the product solving and how is that benefiting you?
it is a centralized service desk that provides people the ability to do some self help.
Recommendations to others considering the product:
The product has recently gone though a number of interface upgrades that are going in the right direction. Hopefully they will continue to increase their pace of implementing new features. The core product is good and useful.
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