SolarWinds Service Desk
SolarWindsExternal reviews
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Overall great system works well for our needs
What do you like best about the product?
It is great for a ticketing system at a helpdesk. It works very well for entering and maintaining tickets.
What do you dislike about the product?
The sorting of data could be a little better.
What problems is the product solving and how is that benefiting you?
We are currently using it for ITSM and ITIL management. It also does our helpdesk service desk system.
Recommendations to others considering the product:
Make sure you test the product to make sure it meets your needs.
Good Product Great Service
What do you like best about the product?
simple, fast, functional and easy to use
What do you dislike about the product?
some of the interface needs a little tweeking
What problems is the product solving and how is that benefiting you?
faster response time, easier communication between support staff and better communication with end users. also,
Recommendations to others considering the product:
very useful and functional if you use all of the modules
Best system for a fair price.
What do you like best about the product?
The variety of service management options.
What do you dislike about the product?
No issues with the system. Would like to see a better mobile admin app.
What problems is the product solving and how is that benefiting you?
Tracking SLA's, metrics, separation between incidents and requests.
Runs fine
What do you like best about the product?
The service desk is fine and keeps information organized
What do you dislike about the product?
Issues follow computer names, not MAC address
What problems is the product solving and how is that benefiting you?
need for complete helpdesk solution
Great Service Desk Tool
What do you like best about the product?
Samanage offers all the basic tools that are needed in a Service Desk. From Incident Resolution to Request fulfillment.
What do you dislike about the product?
Some of the service desk features can be more fleshed out. Time tracked per tickets, tasks to be completed according to incident etc.
What problems is the product solving and how is that benefiting you?
Samanage is how we interface with users in regards to their IT needs. This is great for tracking incidents that have been created, or requests to IT that need to be fulfilled. Another benefit is having a central database to store solutions that can be given right to the end-user to reduce down time.
Simple ITSM, with Complex Usability, without Compromising Scalability.
What do you like best about the product?
The Ease of Use, and ability to quickly onboard new features and functionality in our team members.
What do you dislike about the product?
Roles and Permissions structure is currently cumbersome to implement/utilize for custom roles.
What problems is the product solving and how is that benefiting you?
Unified ITSM solution for our teams. Need to Automate Incident Management. We've realized the Help Desk Portal, as well as begun crafting an Enterprise Service Desk for the entire organization.
Recommendations to others considering the product:
Be sure to understand what your current support processes are before trying to automate them. Make sure that you don't cut corners with understanding what Groups and Tags you will be using, as well as the use of Categories and Sub-Categories. Get help from Professional Services IF you are going to create extensive/custom roles and permissions to avoid problems during implementation. Utilize your Project Implementation specialist during Implementation/Go-Live, and your Customer Success Manager post Go-Live.
Samanage company that listens to their customers
What do you like best about the product?
The customer community area. Enhancements are suggested and discussed with Samanage and customers, customers are able to vote on the enhancements.
What do you dislike about the product?
In some areas the software is too simple. They have started the connection between Purchase Order, Contracts and Inventory, but without an API reporting is difficult
What problems is the product solving and how is that benefiting you?
Samanage has enabled us to handle not only the ITS support tickets but also the support tickets for other departments. Without this tool our department would not be so successful. We also use Samanage for inventory management and Purchase Orders / Contract Management.
Having all this information in one place has allowed our team to work together as a team and support one and other
Having all this information in one place has allowed our team to work together as a team and support one and other
Recommendations to others considering the product:
Plan your security roles ahead of time
Great interface
What do you like best about the product?
The reporting, clean display, user-friendly.
What do you dislike about the product?
There are a few features we would like to see (auto-calculating due dates, etc.) that are not on the road map.
What problems is the product solving and how is that benefiting you?
granular reporting and improving service
Great application and easy implementation
What do you like best about the product?
The application is easy to learn and use. All the needed features are included and the interface is intuitive.
What do you dislike about the product?
SSO requires a 3rd party implementation. It's included, so no extra cost but another level of complexity.
What problems is the product solving and how is that benefiting you?
We purchased this application to improve customer service, track issues, build a knowledge base and track inventory.
Very nice product
What do you like best about the product?
The UI for the back-end as well as the end users.
What do you dislike about the product?
Not much to dislike. I have been pleased with Samanage overall
What problems is the product solving and how is that benefiting you?
Incident tracking, management, forecasting, and general documentation.
Recommendations to others considering the product:
The UI is worth it!
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