SolarWinds Service Desk
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Samanage is a good software for Information Technology and Services
What do you like best about the product?
Samanage is very informative. The end user can initiate a service request and it comes straight our IT department. It has a communication base to be able to talk to the end user through the software and sometimes even fix the issue without going to their location. I like where I can talk to the end-user or make it a private conversation through our IT department. Wonderful Software!!
What do you dislike about the product?
At this point I don't really have any dislikes. This software is on cue each and every time I use it.
What problems is the product solving and how is that benefiting you?
Being a Field Service Technician I can solve issues with the end -user needing software updates pushed through to chromebooks or Apple Ipads when a service ticket is generated. When the end-user has wiring issues, I will go out and fix them. Its all through a Samanage service request. The benefits of having Samanage is to solve problems in a quick and efficent way. Helping the end-user with little or no down time.
Recommendations to others considering the product:
I highly recommend Samanage to any IT Department for day to day Operations. It will simplify each and every task that is generated for in-office or field tech operations.
Samange delivers for asset management
What do you like best about the product?
The cloud-based solution allows for my teams at different sites to collaborate easier and view the same information. I also like the auto-scan feature and the ability to create and report on custom fields. These were must haves and Samanage delivered.
What do you dislike about the product?
I would like the ability to edit when the auto-scan runs. Right now it is hardcoded at every 24 hours of PC runtime. I don't need to scan that frequently.
What problems is the product solving and how is that benefiting you?
I need to keep an accurate inventory of PC's and the software that is installed on them. I also have teams at 3 different sites internationally and it has been difficult to find a tool that allows them all to use the same application.
Recommendations to others considering the product:
An easy-to-implement cloud-based inventory tool that does not require AD integration. Interface is easy to learn, an informative and customizable dashboard, and simple reporting tools make this a no-brainer.
Great
What do you like best about the product?
We are still in the implementation phase, and we have to be up and running very soon. The team at Samanage have been excellent and accommodating from the very beginning. Very responsive, informative and easy to work with.
What do you dislike about the product?
We do not have any particular dislikes at this time.
What problems is the product solving and how is that benefiting you?
Workflow implementation
Simple setup and forget.
What do you like best about the product?
Its very simple to setup, and does not take bandwidth to keep track of things
What do you dislike about the product?
nothing notable as of now, its a product you can setup and forget and when you need it its there
What problems is the product solving and how is that benefiting you?
being able to track any laptop we setup is very useful since no one wants to manually inventory everything
It's everything that we didn't even know we needed.
What do you like best about the product?
No more spreadsheets to track hundreds of machines.
What do you dislike about the product?
Nothing yet. Nothing yet. Nothing yet. Nothing yet.Nothing yet.
What problems is the product solving and how is that benefiting you?
Haphazard record keeping should go by the wayside.
Recommendations to others considering the product:
Run a trial ASAP and see if it fits your needs.
We use Samanage for Service desk and Inventory of hardware
What do you like best about the product?
I like that in the service desk we can assign tickets to groups of people. I also like that we can pull reports based on categories and subcategories of the tickets submitted.
What do you dislike about the product?
I dislike that in the views i cannot edit certain fields. It would be nice to easily edit the users subject and requester. Sometimes our requested ticket comes from a sharepoint form. This appears in samanage as if the ticket were from sharepoint and not the user. Which brings me to my next dislike. It would be nice to have JS snippet of the help desk samanage form to embed into sharepoint.
What problems is the product solving and how is that benefiting you?
ticket resolution
Recommendations to others considering the product:
they are heading in the right direction. The interface is easy to use.
Complete package for Service Desk and Asset Management
What do you like best about the product?
What I like best about Samanage Service Desk is the ability to create a catalog of services that a user can request and the ability to create new problems and a step-by-step solution on how to resolve new issues. Also, the integration with G Suite Admin Console allows us to manage almost every platform in our organization in one place.
What do you dislike about the product?
Since we had Samanage globally rolled out in our organization, I never had a thing yet that I did not like about it. I absolutely like all the features that makes service desk support really easy.
What problems is the product solving and how is that benefiting you?
We initially used Samanage for Service Desk support such as creating a catalog of services, creating a knowledge base for troubleshooting and most importantly, to measure our Service Level Agreement performance in providing support. Samanage can do more than that. The Asset Management feature allows us to tag and track all issues reported per machine and/or device that we ever deployed. Which allows us to create critical decisions when it comes to extending support.
Recommendations to others considering the product:
If you are looking for a Service Desk system, Samanage is your go-to. Samanage offers more than just service desk solution, it offers a handful of features that help you manage assets, provides service desk support and measures how well you are in meeting the level of service you are providing your organization.
Best overall solution we found
What do you like best about the product?
The ease of setup was amazing. We had a tenant with SSO and users imported in less than a day.
What do you dislike about the product?
Some of the nomenclature does align with our company. No big deal though.
What problems is the product solving and how is that benefiting you?
We started with a pure IT ticketing system but the service catalog has been transformative for working with HR and other departments. Employee on/off boarding has become a way better experience for everyone.
Great product
What do you like best about the product?
we are a small business and for the price this was the best choice for managing our inventory. you can see every program and its security key so it makes managing software licenses super easy.
What do you dislike about the product?
importing our users gave us some issues but Courtney at samanage fixed it for us pretty quick.
What problems is the product solving and how is that benefiting you?
tracking assets have become super easy now.
Great Help Desk with Short learning curve
What do you like best about the product?
Pretty easy to setup and get rolling. Fantastic implementation support and planning for Go-Live
What do you dislike about the product?
Purchasing needs a few more options. No ability to stale date or archive solutions. I'm nit picking here. Its hard to really find anything major wrong with this product.
What problems is the product solving and how is that benefiting you?
Improving response time and accountability for incidents.
Recommendations to others considering the product:
Wouldnt recommend as a ticketing system alone. Would recommend it the company was looking for a sturdy ITSM software.
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