SolarWinds Service Desk
SolarWindsExternal reviews
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Easy procurement process
What do you like best about the product?
Rich features and easy of navigation through the screens
What do you dislike about the product?
nothing the application performed as promoted
What problems is the product solving and how is that benefiting you?
easy of use
Samanage Support
What do you like best about the product?
Their support is amazing and fast with every question you ask.
What do you dislike about the product?
There is no auto-refresh on the incoming tickets page.
What problems is the product solving and how is that benefiting you?
This is our help desk ticketing system.
Samanage is a great service desk product!
What do you like best about the product?
We have had Samanage a little over a year now. Implementation was a breeze and Samanage has a great product with a great customer service team. The service desk software works fluently and creates a throughput we could not operate without.
What do you dislike about the product?
Not able to change custom fields from the main service desk window.
What problems is the product solving and how is that benefiting you?
Optimization and work history!
Recommendations to others considering the product:
Keep up the good work!
Top notch support, nice user interface
What do you like best about the product?
The user interface is very professional, fits with any organization, and is extremely easy to navigate. My customers often compliment me on how "nice of a Help Desk homepage we have". The administration interface is highly customizable and the built-in help features do a good job of getting your new Help Desk upand running quickly. Samanage's support is also great, they have several options to help their customers get setup and even after the intial setup they are responsive. I also love the Jive updates I get from them informing me of upcoming changes and new features.
What do you dislike about the product?
Though I did just say the built-in help features are great to get you going, some of them do require some massaging and trial and error to get just right. That being said, isn't that what a lot of IT work is though, trial and error to get it right? So this "dislike" is more me being lazy I guess. :-)
What problems is the product solving and how is that benefiting you?
easily accessible Help Desk to submite requests for help and the Solutions feature has been a great place to populate self help solutions reducing the number of duplicate requests or recurring requests by almost 25% in the 9 months we've been using Samanage
Recommendations to others considering the product:
Talk to their support and sales when they engage you, they truely want your business and want to make their product work for your organization (large or small). They have product offerings that will help your support staff be more productive even if you're a one-man operation.
We have had a great experience with Samanage within our organazation
What do you like best about the product?
Functionality, features, customization and support.
What do you dislike about the product?
Nothing at the moment that sticks out. We are very pleased with Samanage.
What problems is the product solving and how is that benefiting you?
We are solving our incident tracking issues and IT inventory management. We have seen increased end user satisfaction with incidents being resolved in a more timely manner. Better reporting on the types of incidents and problems we see most.
Samanage has been a great tool, not only for IT, but the whole company.
What do you like best about the product?
Samanage has been a great tool that has brought all Departments of my company together to put in tickets on Issues, Requests, etc.
There is a great area where you can create custom templates for different Categories (or departments) that allow people with in the company to put in requests.
There is a great area where you can create custom templates for different Categories (or departments) that allow people with in the company to put in requests.
What do you dislike about the product?
There are a few pre-populated fields that I would like to be able to change.
What problems is the product solving and how is that benefiting you?
We are solving Customer facing issues.
We are also solving anything IT related, but on top of that all departments in the Company can put in issues and requests, or use pre built templates. This has really streamlined things.
We are also solving anything IT related, but on top of that all departments in the Company can put in issues and requests, or use pre built templates. This has really streamlined things.
Recommendations to others considering the product:
Learn the tool, it will end up helping you.
Our field staff emails there issues and the site generates a ticket
What do you like best about the product?
For the most part the samanage online based program works well. Our field staff emails there issues and the site generates a ticket for us to keep track of and review.
What do you dislike about the product?
Current downfalls sometime we get emails that do not create tickets for a longer period of time then we would like. Also the subcategories you can't sort by alphabet.
What problems is the product solving and how is that benefiting you?
It allows my team to keep track of all the task and we realized just how busy or slow we are from pulling the reports it has available
Recommendations to others considering the product:
For the most part the samanage online based program works well. Our field staff emails there issues and the site generates a ticket for us to keep track of and review. Current downfalls sometime we get emails that do not create tickets for a longer period of time then we would like. Also the subcategories you can't sort by alphabet.
5/5 pretty good!
What do you like best about the product?
Ease of use, and excellent manageability.
What do you dislike about the product?
Slow page loading times. Strange glitches and some odd issues relating to copy and paste.
What problems is the product solving and how is that benefiting you?
The ability to minimize downtime, and maximize our user productivity.
Excellent CRM product
What do you like best about the product?
Samanage's local agent does a great job of recording all the software installed, displaying PC location and staying up-to-date. The website if very easy to use as an administrator or a standard user. The website has great customization.
What do you dislike about the product?
Samanage will also record installed updates, which makes it hard to filter out on the software page.
What problems is the product solving and how is that benefiting you?
Asset management and IT support request.
Simple, easy to use ITSM product, lacking in flexibility
What do you like best about the product?
Samanage is a cloud-based ITSM product, and is simple and easy to setup and use.
What do you dislike about the product?
Samanage lacks the flexibility to customize it to your exact needs and preferences.
What problems is the product solving and how is that benefiting you?
Easy, straight-forward, cost-effective incident management.
Recommendations to others considering the product:
Evaluate carefully whether it can be customized to meet your needs.
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