SolarWinds Service Desk
SolarWindsExternal reviews
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Powerful tool with slow support.
What do you like best about the product?
Overall the applications functions as intended, its easy to use and pulls in lots of data.
What do you dislike about the product?
Some of the integration functionality for warranty periods are a little messed up.
What problems is the product solving and how is that benefiting you?
We use it to check warranty dates, track license information and whats installed on a machine.
Efficient and Effective
What do you like best about the product?
The Implementation Support is great from the very start. Before you even get started, they are already sending the Getting Started Guide and assigned us a dedicated Account Manager. Throughout the implementation, we had technical support as well as the implementation specialist assisting us the whole way.
What do you dislike about the product?
Certain features missing when compared to enterprise ITSM suite, but great for SMB market
What problems is the product solving and how is that benefiting you?
ITIL based ITSM solution. Already benefitted from ITAM setup.
Recommendations to others considering the product:
Start with Samanage on your short list
Great Service Desk tool and Asset Management
What do you like best about the product?
Asset Management is included , Easy to deploy, Users like it , Easy to navigate and setup the whole system
What do you dislike about the product?
Nothing much just little bit pricey but worth it, I would love to see Slack work more in creating the ticket
What problems is the product solving and how is that benefiting you?
Ticket getting lost , prioritize tickets, Asset management
Recommendations to others considering the product:
Its nice tool if you have the cash
Join Samanage
What do you like best about the product?
The support they provide is unlike any other.
What do you dislike about the product?
The only thing I’ve disliked is that my CIO didn’t buy the inventory software from Samanage.
What problems is the product solving and how is that benefiting you?
Fixing the Help Desk
Samanage - it is all about value
What do you like best about the product?
Ease of deployment and the user interface is simple.
What do you dislike about the product?
I should be required to purchase the highest subscription level to get a signed associates agreement for compliance purposes.
What problems is the product solving and how is that benefiting you?
Ticket and inventory management, user feedback, and Knowledge Base management.
Recommendations to others considering the product:
There are many competitors, but few are as professional and well rounded.
Easy to implement and even easier to use!!!!
What do you like best about the product?
simple layout of tickets, separated categories for incidents, problems, and changes
works well for a very busy schedule
works well for a very busy schedule
What do you dislike about the product?
I would like more remote tools integrated for example TeamViewer and others like Log Me In
with a fast support link embedded would be great!!!
with a fast support link embedded would be great!!!
What problems is the product solving and how is that benefiting you?
incident management and issues tracking for reporting and resources allocation
Recommendations to others considering the product:
Very easy to use, easy to implement and wonderful layout that is easy to digest daily
Impressed with SAmanage
What do you like best about the product?
Extremely easy to use by Managers and users.
What do you dislike about the product?
Irrelevant. really.
Maybe the UI could look better.
Maybe the UI could look better.
What problems is the product solving and how is that benefiting you?
Great ticket system and workflow
Easy to manage
What do you like best about the product?
Very easy to manage. Good inventory and support feature!!
What do you dislike about the product?
I am looking for some new feature like controlling mobile devices, etc.
What problems is the product solving and how is that benefiting you?
We have hard time to mark down all the hardware and software. Now it a lot easy to handle.
Streamlining of Service Desk Operations
What do you like best about the product?
Workflows
Asset Tracking
Knowledge Base
Reporting
Asset Tracking
Knowledge Base
Reporting
What do you dislike about the product?
Self implementation - while they do provide support. It is for such a limited time frame that you are unable to plan the implementation on your terms and do a staged roll out if you want direct assistance.
Asset Tag recommendations provided during implementation were near impossible to find.
Asset Tag recommendations provided during implementation were near impossible to find.
What problems is the product solving and how is that benefiting you?
Captured steps in resolution. Able to expose business to resolutions at their fingertips with knowledge base. Fantastic reporting back to managers to improve tickets coming in and service provided.
A Great Replacement for Our In House Service Desk!
What do you like best about the product?
-Great support from day one. The support team answered all of my questions about features when we trialed the system, and they've continued the great support after we officially signed up.
-Improvements are made to the platform all the time.
-The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time.
-Improvements are made to the platform all the time.
-The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time.
What do you dislike about the product?
-Some basic features are missing. For instance, I can't set the system up to alert the entire team when a trouble ticket is closed. This was an important feature on our old service desk, as it let the team know when someone else sorted out an issue. This also helped share solutions among the team. Now, when a ticket is closed, it simply disappears from queue without team learning.
-The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization.
-Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason.
-The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization.
-Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason.
What problems is the product solving and how is that benefiting you?
We've replaced our outdated, cumbersome in-house service desk with Samanage. We're already seeing higher productivity because of the SLAs we were able to set. The automations available within the system help streamline ticket submission and remove a lot of the back and forth when information is missing.
Recommendations to others considering the product:
Samanage is a great affordable solution for your ITIL needs!
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