SolarWinds Service Desk
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Ease of use for Samanage
What do you like best about the product?
I do like the cloud solution option. I have used many system on-site which has the burden of keeping the software update and not much time to use it
What do you dislike about the product?
No context based sorting. When in the Incident screen, using the search will look for Incidents not everything which contains the strings. Changes searches changes,etc.
What problems is the product solving and how is that benefiting you?
We are tracking Incidents, changes and Configurations items. WE also have remote access to items on a Smart phone app
Samanage excels at ITIL simplification
What do you like best about the product?
The stream lined approach to ITIL I like that we can follow the ITIL lifecycle for our clients.
What do you dislike about the product?
Reporting could be better. It is very frustrating to attempt to create reports as they do not meet business needs.
What problems is the product solving and how is that benefiting you?
We are an MSP shop that houses a 24/7/365 service desk. Samanage assists us with our requests.
Recommendations to others considering the product:
Ensure Reporting is robust enough for you. It is lacking and we have to export data and create our own.
Solid foundation, customization required
What do you like best about the product?
Easy to use, tickets are easy to update and the interface is not cumbersome or slow like other service desk solutions I've used.
What do you dislike about the product?
There does not appear to be a single view dashboard feature where I can look at all open tasks assigned to me. (incidents, changes, etc) You can get this by changing the filters on each tab view, but you can't see both at once.
What problems is the product solving and how is that benefiting you?
Tracking SLA breaches has become trivial.
Recommendations to others considering the product:
During a trial period, be sure to identify the things you NEED to know at a glance, and build your dashboards accordingly.
Good user interface for small business
What do you like best about the product?
Asset Tracking allows in depth tracking and reporting.
What do you dislike about the product?
Minimal built in integrations with active directory. you have to use a 3rd party to integrate.
What problems is the product solving and how is that benefiting you?
Allows us to integrate with ITIL processes, specifically ticket and change management. The asset tracking is a very nice feature to have as well since it promote problem tracking with attached CI's
Overall good, but search not always useful
What do you like best about the product?
I like that integrates so many parts of IT functions like assets, incidents and change management.
What do you dislike about the product?
The search and/or refresh of data is hit or miss. I search for an incident that I know exists and it won't find it.
What problems is the product solving and how is that benefiting you?
Authorizing and tracking changes. Tying assets to incidents and changes.
Service Delivery Manager
What do you like best about the product?
I thoroughly enjoy the reporting capability because my company works with a variety of clients and reporting numbers/metrics is key to building value for our customers.
What do you dislike about the product?
I really can't tell the difference really with the new format. Other than a couple of new features it looks the same to me.
What problems is the product solving and how is that benefiting you?
My business initially had problem capturing metrics but with Samanage we are now able to determine what tyoe of incidents are frequently being raised.
Recommendations to others considering the product:
Yes
Intuitive and fast
What do you like best about the product?
Ease of use. The ability to search for tickets easily. Making changes and attaching the change to incidents or assets.
What do you dislike about the product?
Notifications bell doesn't respond well to mouse wheel and loading new notifications as you scroll jump ahead.
What problems is the product solving and how is that benefiting you?
Managing SLA of tickets for our customers. Managing assets for our customers. Managing changes to environments using the change request system.
Sys Admin II
What do you like best about the product?
This product is very easy to use. The transition was super easy as well.
What do you dislike about the product?
The searching feature leaves a lot to be desired. Difficult to navigate back to original screen after doing a search.
What problems is the product solving and how is that benefiting you?
CMDB data
Recommendations to others considering the product:
Take it for a test drive. You will not regret it.
Service Delivery Manager
What do you like best about the product?
I like the ability to easily communicate with the clients using the comments section.
What do you dislike about the product?
The thing that I dislike about Samanage the most is that if a client comments on a closed ticket then you will not get a notification, which has caused a problem in the past.
What problems is the product solving and how is that benefiting you?
We use Samange to process incidents with our clients, and are able to sort them based on priority.
Recommendations to others considering the product:
N/a
Samanage Ticketing
What do you like best about the product?
The ease of setting up the helpdesk creating workflows that fit our business. The asset management function with its agents deployed on all machines makes tracking a breeze.
What do you dislike about the product?
There is not much to dislike with Samanage. If anything could be improved it would be the ability to add variables to Service Request titles.
What problems is the product solving and how is that benefiting you?
IT Helpdesk tracking, asset management, and change management.
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