SolarWinds Service Desk
SolarWindsExternal reviews
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Great Cloud ITSM
What do you like best about the product?
It's pretty easy to use, fast, and reliable and with cloud access it makes it easy to check in or update incidents from the Samanage App.
What do you dislike about the product?
Some desired reports just aren't available or are difficult to get to. The API is also a bit unfogiving/inflexible.
What problems is the product solving and how is that benefiting you?
Customer satisfaction and tracking of inventory are our biggest wins.
Recommendations to others considering the product:
Make sure you will be able to import any data you desire. If you want legacy tickets stored, they will lose their time & date. Make sure the reports are as expected and ask for samples.
Solid platform and always improving
What do you like best about the product?
The customer experience in the public portal is very clean and easy to use. Behind the scenes there's a lot of customization for admins.
What do you dislike about the product?
Trying to be everything to every environment must be difficult but Samanage offers plenty of tweaks for admins. There are some minor improvements on their list (which is easy to note the progress of, they're very transparent) that I'm looking forward to.
What problems is the product solving and how is that benefiting you?
In our IT department for a university campus we have a great interface for our clients to interact with us and automations and workflows that keep things moving quicker on the support side.
Samanage A solid product
What do you like best about the product?
It ability to work anywhere. even with the lightest of internet connection it can be used by our employees
What do you dislike about the product?
Little light on customer service. I find that there service department takes a little time to answer questions
What problems is the product solving and how is that benefiting you?
Helpdesk
Good ITIL Compliant Helpdesk & Inventory
What do you like best about the product?
I like the fluidity of the UI. The code is good and the agent is flawless.
What do you dislike about the product?
I wish they had more customization available for creating templates and assigning tasks. Once a templated task is opened the underlying tasks are not able to be re-assigned or edited.
What problems is the product solving and how is that benefiting you?
inventory, SLA
Great Product
What do you like best about the product?
The clean interface and it is easy to implement and use
What do you dislike about the product?
Search features in the sense that searching kind of sucks.
What problems is the product solving and how is that benefiting you?
IT service delivery, Inventory control, SLA metrics
Recommendations to others considering the product:
Search features
Great Tool and Service
What do you like best about the product?
The tool is very user friendly and I would recommend it as a solution for any business that is looking for a Service Desk solution. Support is very good and prompt also.
What do you dislike about the product?
Setting up the process of the service catalog is a bit difficult to understand with the condition set being set up first and then the task. It would seem better if it was the other way around.
What problems is the product solving and how is that benefiting you?
We benefit from the customer satisfaction surveys, they help with knowing where and if there are things we need to work on.
Samanage is so helpful!
What do you like best about the product?
Creating colorful and impressive charts and graphs. The analytics and technology of this desk service software are amazing!
What do you dislike about the product?
It can be a bit overwhelming if you don't know what you are doing, but you will get used to it eventually.
What problems is the product solving and how is that benefiting you?
A way to really consolidate and manage spreadsheets and documents.
Recommendations to others considering the product:
Just give it a chance!
Best ticketing software I have used, and I've used a few.
What do you like best about the product?
It has a lot of features that actually work.
What do you dislike about the product?
There are a few settings that I wish were more granular.
What problems is the product solving and how is that benefiting you?
Efficiency and communication issues. It has definitely helped us in both areas.
Recommendations to others considering the product:
It's a great solution, the only thing I can say is that they are true to their advertisements and the features actually work.
Effective Efficiency Everywhere
What do you like best about the product?
I loved the actually design of the website and functionality of it. So many great opportunities to customize it to our specific needs.
What do you dislike about the product?
There really isn't anything I do not like. If there was we could correct them and get the feature added by contacting samanage.
What problems is the product solving and how is that benefiting you?
We are solving so many problems in regards to our workflow when complete staff work orders for IT Support. This puts everything we need in one area and the ability to so easily track any issue we may be seeing.
Happy to be Using Samanage
What do you like best about the product?
The flexibility of the product, simple yet a large amount of services it provides, and the convenience of use.
What do you dislike about the product?
Most of the product is awesome. They are constantly improving it. Just a picky request to wish it had a screen that would refresh itself that you could leave up seeing the types of issues/ calls.
What problems is the product solving and how is that benefiting you?
HelpDesk Ticket managing, self help services, knowledge base for staff, running reports, customer feedback, quicker ticket reporting.
Recommendations to others considering the product:
This product has done wonders for us. Highly recommend going through all of its capabilities to see if it meets your needs.
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