SolarWinds Service Desk
SolarWindsExternal reviews
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Great Product / Easy to impliment
What do you like best about the product?
Ease of Use for both the service team and the end users.
What do you dislike about the product?
Updates could have been explained better. Re: Inventory
What problems is the product solving and how is that benefiting you?
Documentation and service tracking.
Recommendations to others considering the product:
Solves Service desk problems
Great software
What do you like best about the product?
The ease of use for my end users and how easy it was for implementation compared to other products we have used.
What do you dislike about the product?
Nothing at this time, everything is working great
What problems is the product solving and how is that benefiting you?
We did not have a working IT service desk system to track help tickets or outages.
Great ITSM.
What do you like best about the product?
API
Incident management
Service catalog
Incident management
Service catalog
What do you dislike about the product?
Searching and reporting somewhat limited
What problems is the product solving and how is that benefiting you?
The biggest benefit that we are able to see with samanage is being able to utilize the service catalog to control new employee on boarding and specific service requests. We are using the API to connect our service desk with our SharePoint environment to fully automate on-boarding / separation processes and to get approvals.
Recommendations to others considering the product:
Samanage is a great ITSM platform, it was painless to set up and the support is awesome! Once set it is easy to maneuver and allowing API intergrations using CURL is great.
Good tools, but things we need lacking
What do you like best about the product?
Cloud based, with ability to manage client history and link incidents together. Technicians can work from most anywhere.
What do you dislike about the product?
iOS app does not support Google sign-in. Implementing, when using help forum articles written by Samanage employees, wasted time on processes that did not work, and finally had Samanage tell us those articles were wrong, but still wasted a lot of time.
What problems is the product solving and how is that benefiting you?
Managing client requests, solving problems. Linking technicians together to collaborate on solutions. Improving communication with clients when they have problems/questions.
Recommendations to others considering the product:
Consider specific things your organization needs now and in the future. We are having to use project management solution from another company, because Samanage does not currently offer a solution and it would be nice to have something there.
Good for incident management but lacks in certain key features.
What do you like best about the product?
Easy to read, organize and catagorize incidents.
What do you dislike about the product?
Search Features are lacking. No ability to sort/filter results and connection speed is often a problem, dropping to very low levels when no other services are affected.
What problems is the product solving and how is that benefiting you?
Streamlining business services and developing a knowledge base.
Recommendations to others considering the product:
Be wary of lacking search features, but this is on their roadmap to improve
Samange
What do you like best about the product?
Easy to setup and easy to manage. Automated ticket routing is very helpful
What do you dislike about the product?
Missing key features like active solution search during ticket creation
What problems is the product solving and how is that benefiting you?
Helpdesk Ticketing System
Recommendations to others considering the product:
Very helpful in the beginning but lack of effort after the product has been purchased
Great Tool Right Out Of The Box
What do you like best about the product?
Samanage has been great so far. I love the overall layout and functionality, compared to other ticket systems we had tested out. This ITSM tool just seems like the complete package, as straight out of the box, it was almost ready for go-live. We really appreciated the asset management and inventory pieces, which stood out the most.
What do you dislike about the product?
There are very few complaints, but the Samanage Community seems to all agree on what is needed and some are currently in development.
One of the major issues I've ran into is putting the Samanage Asset Management Agent on Macbooks on any other OSX than the latest.
One of the major issues I've ran into is putting the Samanage Asset Management Agent on Macbooks on any other OSX than the latest.
What problems is the product solving and how is that benefiting you?
Asset Management, Ticketing, Change Management. We've benefited from all 3. The GUI makes this very easy.
Average at best
What do you like best about the product?
Inventory system is good. Ticketing system needs a lot of work.
What do you dislike about the product?
Ticketing system (especially reporting data) is lackluster. Support is lackluster.
What problems is the product solving and how is that benefiting you?
Computer inventory has been great. Inventory of other assets and software is lackluster.
Great software..
What do you like best about the product?
What i like the most are the filters and we can filter out the tickets that are not resolved.
What do you dislike about the product?
I have nothing to say about the product, all in all its a great product
What problems is the product solving and how is that benefiting you?
Business problems are just amounts of tickets that comes in, and the Samange software can accomplished this for us.
Ready to build on a established platform
What do you like best about the product?
Easily Customizable and the ability to build your own knowledge base articles. Great customer support with issues of setup of Single Sign on to questions about how something works. For us they are a local company so an added benefit. They do offer videos and documentation for training.
What do you dislike about the product?
Though the company is always making improvements sometimes to my knowledge they don't really have a forum for customers to offer suggestions of what we would like to see. Some confusion with end users managing their tickets. But this is more of an internal issue to our organization.
What problems is the product solving and how is that benefiting you?
An up to date Integrated helpdesk solution that is flexible enough for our Institutions needs.
Recommendations to others considering the product:
give it a try I believe it will offer the solution you need.
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