SolarWinds Service Desk
SolarWindsExternal reviews
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Great Tool - Great Price
What do you like best about the product?
The software was easy to use and easy to change. My team found that entering tickets took about 2/3 less time to enter tickets. We are already seeing and increase in ticket volume. Also the email Integration in the best that I have seen with all the tools on the market.
What do you dislike about the product?
The software is missing a few things, but they are always pushing out new items. Great platform for an ITSM tool.
What problems is the product solving and how is that benefiting you?
We used paper forms and those would get lost. This will streamline our processes.
Recommendations to others considering the product:
Great tool and great price. My team now is entering more tickets based on the speed to enter them.
Samanage Review
What do you like best about the product?
The ease of use and the new features they constantly implement
What do you dislike about the product?
The lack of customization in some parts and user integration
What problems is the product solving and how is that benefiting you?
Ticket and inventory tracking
Samanage
What do you like best about the product?
Easy workflow for managing your IT requests.
What do you dislike about the product?
I do not like that there is not more status updates.
What problems is the product solving and how is that benefiting you?
A way to manage IT requests.
Solarwinds Help Desk essentials
What do you like best about the product?
The ease of use for most of the help desk associated applications. Solarwinds is a great tool for any help desk type of worker and is great for many uses all the way down to just logging. There are a great number of benefits when using Solarwinds help desk. Ticketing, logging of work, and audit purposes, also make this a great tool to utilize in any help desk or call center type of environment as the features are literally built for exactly them purposes.
What do you dislike about the product?
Needing to utilize multiple different additions for the help desk tool to be fully capable of working. I would suggest wrapping all the features into 1 GUI or dashboard as a package deal.
What problems is the product solving and how is that benefiting you?
Multiple issues from software and remote fixes, down to sending techs to sites and having physical hands-on work applied at locations.
Recommendations to others considering the product:
This is a great tool for really ALL support desk type of environments and NOC type of roles. I would suggest getting this tool as it is a great addition for work. This can also be used in a call center environment for logging calls and getting updates and a place to store the updates you are getting from the customers you are supporting with the tool.
User friendly on the front and back end
What do you like best about the product?
As a technical project manager, having to do some setup as well as understanding the front end to train and request requirements are both a part of my job. The way the system is setup makes these items both easy for me, as it just makes sense.
What do you dislike about the product?
I don't like the fact that we can't report off of catalog item custom fields out of the box.
What problems is the product solving and how is that benefiting you?
We use this as a ticketing system for back end teams and as a front end portal for users to engage with IT online.
Samanage Has Been A Godsend & Delight To Work With!
What do you like best about the product?
The ease and friendly navigating of things takes out a lot of stress from the job and enables you to just focus on what you need to accomplish and execute. Definitely a powerful tool in the work place
What do you dislike about the product?
That I no longer get to work with the amazing people in the Samanage team!
What problems is the product solving and how is that benefiting you?
End User Tickets, Inventory etc.
Wonderful organization and efficiency boost in production!
Wonderful organization and efficiency boost in production!
Recommendations to others considering the product:
Give it a try and I guaranteed you will not be disappointing. It will be a wonderful tool for you and your company to use in the day to day.
Samanage Review
What do you like best about the product?
I like the ease of setting up the service requests. There are so many options to choose from that it makes it a simple process.
What do you dislike about the product?
I would like to see smart logic on the forms - if you choose an option then it will call to another option based on the choice.
What problems is the product solving and how is that benefiting you?
We are easily able to track and maintain assets along with quickly adding and removing as necessary.
Great Product
What do you like best about the product?
The Web interface is extremely intuitive.
What do you dislike about the product?
Wish they had a network scan tool vs. having the end user setup a 3rd party app.
What problems is the product solving and how is that benefiting you?
Inventory system catches everything that is attached to a device; catches multiple monitors with serial numbers.
Samange service desk review
What do you like best about the product?
Ease of implementation / social media look and feel / navigation ease
What do you dislike about the product?
No dislikes at this time. The Samanage product is a very straight forward product to use.
What problems is the product solving and how is that benefiting you?
We are using Samange as a global service desk for IT. All parts of IT from incidents to change control, asset inventory.
Recommendations to others considering the product:
Very easy company to deal with. Pre-Sales and implementation was very straight forward.
Great Implementation, New Service Desk!
What do you like best about the product?
Samanage did a great job walking us through all of the elements of how their product works and then taking us through the actual implementation of that product. They were cost effective and a great solution for us to shift from our on-prem helpdesk product to a true cloud based ITIL service desk!
What do you dislike about the product?
There were a few features missing from Samanage that they are currently working on such as permissions for which staff members can submit service requests. They have some work arounds, but are always releasing new features!
What problems is the product solving and how is that benefiting you?
Samanage has made it easier for our staff to submit incidents to us in a variety of methods. What we realized as we moved on with the product is that you can custom tailer each type of incident using the many tools that Samanage has behind the scenes.
Recommendations to others considering the product:
Take your time making this decision, but know that Samanage will help you implement this product in great fashion.
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