SolarWinds Service Desk
SolarWindsExternal reviews
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Samanage is user friendly
What do you like best about the product?
The site is easy to navigate for many of our users who are not tech savvy. Their customer service is very responsive.
What do you dislike about the product?
We would like to have more automation. For example - rather than having to create an API for simple information gathering.
What problems is the product solving and how is that benefiting you?
N/A
Simple and effective
What do you like best about the product?
Its simplicity and design layout make it easy to navigate.
What do you dislike about the product?
I do not dislike anything. I wanted something simple.
What problems is the product solving and how is that benefiting you?
I use it to keep track of helpdesk tickets and inventory.
Easy to Impliment
What do you like best about the product?
Customer Service has been great, fast response on everything asked
What do you dislike about the product?
More resources for user training/adoption.
What problems is the product solving and how is that benefiting you?
Staff relations
Great help desk product that needs additional features - hopefully coming soon!
What do you like best about the product?
Samanage was easy to integrate, customize and use in our environment. We were designated a representative for implementation who was very useful and then a post implementation representative for any issues after. We use Samanage daily and for help desk tickets and tracked reports it is great.
What do you dislike about the product?
API Integration needs more support. I wanted to set up a Change Management ticket from an incident ticket and it does not fully integrate, especially for approvers which is annoying.
What problems is the product solving and how is that benefiting you?
We needed a new help desk solution to our existing bespoke on premise one, this fit the bill.
Recommendations to others considering the product:
Go for it! Provided support for this product is built upon this is a great way of getting a user friendly customizable help desk system
Samanage Review
What do you like best about the product?
Simple and effective tool for help desk. Amazing tool for tracking assets, computers and mobile devices. Forms for users to request help or purchase new technology.
What do you dislike about the product?
The limited ability to set SLA, currently SLA can only be set through sub categories, limiting the ability alert helpdesk that a ticket has been sitting for too long.
What problems is the product solving and how is that benefiting you?
Currently we use it for help desk and asset management. Major benefit comes with assisting assets to users and tracking the issues related to the asset and the user.
We are very happy with incident tracking and it's mobility
What do you like best about the product?
Mobility options are great. Not force to only work from my desk. From any browser or mobile device I can be available
What do you dislike about the product?
Implementation was very smooth. More assistance in getting the most of Samangage would sped up time for us to get better results.
What problems is the product solving and how is that benefiting you?
Daily incident tracking. Systemic or repetitive problems are better found as well and tracking when other processes are brought online, they are better tracked.
Recommendations to others considering the product:
Our implementation was very easy. I would have asked more questions on how other companies were using it and looked at more case studies in other users. This would streamline the time it took go from off the runway to reaching cruising altitude.
Samanage is perfect for a mid size company
What do you like best about the product?
Ease of use. Ticketing and Asset Management systems are well done.
What do you dislike about the product?
It will crash the browser every now and then.
What problems is the product solving and how is that benefiting you?
Saved time with asset management.
Recommendations to others considering the product:
Do as much prep work during initialization. It will save you time in the long run.
Fantastic Tool & Support
What do you like best about the product?
Professional and expeditious support and assistance with implementation, technical support, and best cases.
What do you dislike about the product?
Room for improvement in the reporting area
What problems is the product solving and how is that benefiting you?
Global help desk and IT support, asset & contract management, compliance and self-help tools.
Recommendations to others considering the product:
Highly recommend the toolset and backend support you get from the Samanage team.
Ok, but there are better products
What do you like best about the product?
The fact that it used the cloud. Out previous product didn't, which mafe it hard for users in other countries to use.
What do you dislike about the product?
Not easy to navigzte or get historical reports
What problems is the product solving and how is that benefiting you?
Help Desk
Works well for multiple people working different parts of a ticket
What do you like best about the product?
Our IT department quite often gets DSRs which require action from several groups within our department. Samanage allows for this very well. Each person involved can review the ticket and take any action they need to complete and close that portion of the ticket. The ability to communicate between techs and the client work very well.
What do you dislike about the product?
Occasionally we experience a lag in the response time. This can last a day or two. It doesn't happen often but it is really the only thing I would say is a negative. Pretty much every thing else about this application is a positive.
What problems is the product solving and how is that benefiting you?
Our IT department is the primary user of Samanage but several other departments use it as well, HR for instance. One instance of multiple group interaction on a DSR ticket is when onboarding a new employee.
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