SolarWinds Service Desk
SolarWindsExternal reviews
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Samanage is Great!
What do you like best about the product?
I like how easy it was to get up and running with Samanage. While it is very feature rich you don't need to use all the bells and whistles and can use them as you get more acquainted with the program.
What do you dislike about the product?
The only feature that I have found so far with Samanage is the fact that it cannot drill down and get me the Microsoft Office codes on the machines.
What problems is the product solving and how is that benefiting you?
We started using Samanage as strictly a service desk for Information Technology but have since added more departments.
Recommendations to others considering the product:
Save time and buy it.
Great tool, improving fast
What do you like best about the product?
This help desk tool is amazing. I am able to pull reports on my agents as well as issues our customers are submitting. I am able to customize the categories as we make changes to our structure. There are vast improvements being done in the functionality of the application. It is great that you guys listen to our input and strive to make them a reality.
What do you dislike about the product?
Inability to merge users and updating more that 25 incidents causes the system to time out.
What problems is the product solving and how is that benefiting you?
Management of Helpdesk incidents, problems, changes, and reporting on agent utilization
Samanage gets the job done but lacking features
What do you like best about the product?
I like how simple it is. Very straightforward and without the bloat.
What do you dislike about the product?
I don't like that there's no way to reopen a ticket, at least not in the
What problems is the product solving and how is that benefiting you?
It's a robust yet simple tool to manage IT service desk tickets. I like it.
Highly customizable and easy to use
What do you like best about the product?
We have developed a work flow system where a user can create a ticket with multiple issues and tasks can be created for different people. That way there is one ticket and everyone can see when each task is completed.
What do you dislike about the product?
The thing I dislike the most is that incidents and tasks are separated. Some times technicians forget to look at tasks. At this time it doesn't seem to notify the end user via e-mail either.
What problems is the product solving and how is that benefiting you?
One central place for all incidents flowing into the department. We can now track incidents based on our created categories.
Recommendations to others considering the product:
Take the time to really think out the department work flow and to map out the categories needed for tracking of incidents.
Powerful and flexible, great for K-12 education
What do you like best about the product?
It is customizable from the top to the bottom. Unlike the other market leaders in the K-12 space, Samanage can be completely customized. It is also user friendly, easy to learn from an admin standpoint, and features powerful reporting.
What do you dislike about the product?
There isn't much that I dislike about Samanage. We are a year in and are very satisfied.
What problems is the product solving and how is that benefiting you?
We were seeking to replace our school help desk system. We were using a legacy, K-12 specific solution that hadn't really invested in their platform in years. Samanage allowed us to customize all of the elements of our ticketing system and routing, and allows for easy ticket entry by our end users.
Recommendations to others considering the product:
Worth it. I understand that SchoolDude has now realized that they have to catch up, but Samanage is what they are catching up to.
Easy and functional
What do you like best about the product?
The ease of use, and general layout. It feels almost like a social media platform - which is very familiar to everyone!
What do you dislike about the product?
Nothing really. Everything functions without issues.
What problems is the product solving and how is that benefiting you?
IT Helpdesk and inventory..
Samanage Review
What do you like best about the product?
It is easy to set up and manage. It is also very easy for a customer to submit a ticket
What do you dislike about the product?
I haven't come across anything I dislike as of yet
What problems is the product solving and how is that benefiting you?
Better collaboration with customer interface, asset management and solutions for user's to view
Great product. Even better support.
What do you like best about the product?
When someone moves a PC or Printer an incident is created in Samanage automatically.
What do you dislike about the product?
Asure integration needs some work. They promise this in the works .
What problems is the product solving and how is that benefiting you?
Asset management, incident management, and SLA tracking.
Recommendations to others considering the product:
take your full evaluation period. use support they are great.
Samanage looks like a solution that will fulfill our needs in ticketing and services
What do you like best about the product?
Customable service catalog items are a great feature
What do you dislike about the product?
Searching for users could be easier. From what I understand you have to filter view as opposed to a search box for users
What problems is the product solving and how is that benefiting you?
Ticketing system and internal processes
Hillsides Employee Samanage Review
What do you like best about the product?
So many things...Solutions is one of the best features being that a lot of tickets that are submitted require the same solution. By having a solutions features, we can have employee search for one before submitting a ticket.
What do you dislike about the product?
You cannot search for a user. So far, I've noticed that you have to create a filter to find a user. When you have many employees, it is time confusing to find multiple employees to edit their user account.
What problems is the product solving and how is that benefiting you?
We will automate requests for three departments. Currently, requests come via phone, personal email, and for facilities through slips. We haven't implement but we will streamline a lot of processes pertaining to requests and incidents.
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