SolarWinds Service Desk
SolarWindsExternal reviews
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Good interface, easy to pickup and work with. Customer emails look good. Customer support is knowled
What do you like best about the product?
The ability to manage issues in a way that can be tracked.
Easy to implement, built in portal, and asset tracking
Pushing the agents to the desktops was easy and logical.
Easy to implement, built in portal, and asset tracking
Pushing the agents to the desktops was easy and logical.
What do you dislike about the product?
Service catalog can be difficult to setup correctly.
What problems is the product solving and how is that benefiting you?
Their support is amazing and they are friendly, helpful. The product is innovative and new features come out all the time.
Samanage Service Desk Review
What do you like best about the product?
The ease of using this product. The custom filters are great to user as well.
What do you dislike about the product?
Nothing, it's fantastic. Truly a great product.
What problems is the product solving and how is that benefiting you?
We have recently replaced our outdated service desk and the cutover was seamless. Easiest transition I've ever experience.
Recommendations to others considering the product:
Check it out, great product.
Great all around solution
What do you like best about the product?
Implantation, setup & plenty more tools.
What do you dislike about the product?
TeamViewer integration, No Notifications
What problems is the product solving and how is that benefiting you?
The Inventory, Help Desk Tickets and Management, streamlined user request process, onboarding new staff, create a self help portal for all users.
Samanage has a lot more features that we do not currently use, but it's definitely a benefit to know if our company grows we will not need to look for another package.
Samanage has a lot more features that we do not currently use, but it's definitely a benefit to know if our company grows we will not need to look for another package.
Recommendations to others considering the product:
Take their 30-day trial and spend the time on the setup, inventory, ticketing and workflow. Take a look at the user portal and all the available features for that.
Light service desk
What do you like best about the product?
Easy to use, convert emails to tickets, allows to save resolutions to solutions, changes and tasks can be linked to incidents
What do you dislike about the product?
Cannot create templates for most common changes, no canned responses, no quick way to copy incidents
What problems is the product solving and how is that benefiting you?
Management of business requests in one place, inventory management
Solid product, fulfills all our needs.
What do you like best about the product?
The software works well for our IT help desk and it helps us stay on track with tickets.
What do you dislike about the product?
I wish the back end interface was more modern.
What problems is the product solving and how is that benefiting you?
We use the product for our IT help desk. It tracks all our tickets along with our assets.
Developing product fills our need
What do you like best about the product?
Able to automatically categorize inventory by department on agent communication. Also can give software inventory.
What do you dislike about the product?
Software inventory limited to items after agent deployment. Agents do not include 2-way communication and are not automatically updated before communication is disrupted.
What problems is the product solving and how is that benefiting you?
Inventory Management across platforms and without the need for a specific network. We can keep track of computers in use off campus and on both Macs & PCs now.
Recommendations to others considering the product:
Ensure you have an alternate means of software deployment available to use for agent updates. SAManage agents do not have 2-way communication yet.
Samanage
What do you like best about the product?
The workflows for all the different types of incidents
What do you dislike about the product?
The ease of use. Most of the time, tickets are duplicated because people don't know their ticket was created.
What problems is the product solving and how is that benefiting you?
A one stop shop for all incidents, problems, and changes.
Recommendations to others considering the product:
Really look at what is out there at this time in terms of ticketing software. Samanage ended up being a good middle man to ticketing but we are ultimately probably going to be switching to some other product in the near future.
Great Service Desk Solution
What do you like best about the product?
We moved from and in house built ticketing system to Samanage and the system is easy to use, it was easy to implement. Our users gave us great feedback on it and are happy of how easy it is to submit a ticket now. We also love the inventory management feature that Samanage offers and how easily we can link equipment to users and keep track of them. I will definitely recommend Samanage.
What do you dislike about the product?
The inability to @username in order to get the attention of an user to a specific ticket.
What problems is the product solving and how is that benefiting you?
This is a solution we implemented to manage our service desk and inventory.
Does What It Needs To Do. But Don't Expect Much Else.
What do you like best about the product?
Nothing. I am not a fan of the support, the administration, the customization, the integration, the CSMs, nada.
What do you dislike about the product?
Everything. I dislike the support, the administration, the customization, the integration, the CSMs, etc.
What problems is the product solving and how is that benefiting you?
None and none.
Recommendations to others considering the product:
Go with Zendesk.
An easy way to track trouble tickets
What do you like best about the product?
Samanage make communication about tickets easy.
What do you dislike about the product?
There should be a way to sort saved searches.
What problems is the product solving and how is that benefiting you?
We are able to communicate the status of application issues conveniently.
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