SolarWinds Service Desk
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Samanage first time use
What do you like best about the product?
Samanage service desk can pretty much can do it all. Right now I dont know what the best feature is as its all new to me
What do you dislike about the product?
There is so much it does, its hard to know what you actually paid for. We had remote capabilities we havent been using.
What problems is the product solving and how is that benefiting you?
We are using primarily as a break/fix incident report manager
Recommendations to others considering the product:
You need a citrix or logemin subscription in order to use samanage remote support.
Samanage Service Desk is all about basic needs.
What do you like best about the product?
Cloud based and utilizes single-sign on with the help of One Login.
What do you dislike about the product?
Too many basic features missing. Impossible to get new features or improvements to existing ones (which should already be basic). Basic inventory abilities available with a per client installation but again, it doesn't work the way it's expected. Rumor is that a new agent is available that works better but again, to our frustation, it cannot be installed over the old agent so it also falls short of what should be expected from this kind of product. Feature requests are shared with the community and only when they receive enough votes does it get considered. Once considered it will be a long time after before implemented (have only seen that happen twice). There are a ton of very basic feature requests, items that should have already been built around the existing pieces, that still have haven't made it to the "considered" category. It also seems that Samange makes changes based on their own preferences rather than chipping away at the preferences of their customers. All in all Samanage is better than the MS Access DB we were using in the past but I wish I had more input when system selection was made by upper management.
What problems is the product solving and how is that benefiting you?
Samanage Service Desk is all about basic needs. Give the organization the ability to enter tickets from either a portal or email. If that's all you need you will be happy with this product. If you need more, keep shopping.
Recommendations to others considering the product:
Samanage Service Desk is all about basic needs. Give the organization the ability to enter tickets from either a portal or email. If that's all you need you will be happy with this product. If you need more, keep shopping.
Fantastic All Around
What do you like best about the product?
We use Samanage for our IT service desk and it has dramatically increased our ability to communicate to our clients and with each other.
What do you dislike about the product?
I haven't found anything that I dislike about Samanage yet, and I'm confident that I won't anytime soon.
What problems is the product solving and how is that benefiting you?
- Communication about service tickets is fast and easy
- Mobile app allows me to stay connected with what my IT team is working on even when I'm out of the office
- Phone gets notifications when tickets are assigned to me or new comments are made on my tickets
- Mobile app allows me to stay connected with what my IT team is working on even when I'm out of the office
- Phone gets notifications when tickets are assigned to me or new comments are made on my tickets
Robust solution
What do you like best about the product?
The ability to track multiple categories....it handles our service desk, tracks our changes, keeps an inventory of our equipment.
What do you dislike about the product?
Sometimes it is difficult to customize the way we want it.
What problems is the product solving and how is that benefiting you?
It is a great solution to our helpdesk needs.
Recommendations to others considering the product:
Solid product.
Almost perfect
What do you like best about the product?
There are a lot of things about Samanage that I like, but if I had to pick one it would have to be the ability to customize almost everything. We started with the cheapest plan, which is definitely limited in what you can customize, but once we had the need to upgrade and did so I just spent days tweaking the settings, categories and notifications and it was wonderful. Even though it did its job just fine on the cheaper plan, with all the tweaks in place now it just fits our needs that much better.
What do you dislike about the product?
The biggest dislike is the lack of push notifications for the app. We migrated from Spiceworks, which has a fantastic notification push system.
The Samanage team suggested using email alerts to act as a sort of replacement, but with the sheer volume of emails we already get, it's just not a good solution.
I personally hardly use the app, so it's not so much a problem on my end, but the rest of my team heavily relied on this and I do hear about it from them here and there.
The Samanage team suggested using email alerts to act as a sort of replacement, but with the sheer volume of emails we already get, it's just not a good solution.
I personally hardly use the app, so it's not so much a problem on my end, but the rest of my team heavily relied on this and I do hear about it from them here and there.
What problems is the product solving and how is that benefiting you?
For the most part this is used as a ticket/incident system. However, we're also now growing into the Knowledge Base/Solutions features, looking at using the asset tracking and PO system.
Samanage does a LOT more than we currently need, and it's nice to know that we can simply start taking advantage of the additional features once we're ready to use them.
Samanage does a LOT more than we currently need, and it's nice to know that we can simply start taking advantage of the additional features once we're ready to use them.
Recommendations to others considering the product:
Do the trial and be in close touch with support and their success team.
Be aware that the trial has EVERYTHING unlocked, so make sure you know what features you will lose based on the plan you sign up.
If you rely on app push notifications, there are none to be found here yet.
Be aware that the trial has EVERYTHING unlocked, so make sure you know what features you will lose based on the plan you sign up.
If you rely on app push notifications, there are none to be found here yet.
samanage
What do you like best about the product?
has a lot of great feature that the company can grow into and use in the future
What do you dislike about the product?
Mobile app needs to get upgrades would like to use it to be able to scan the QR codes to rack equipment
What problems is the product solving and how is that benefiting you?
IT help desk ticking system
Samanage for Asset Management
What do you like best about the product?
I like the ability to track other assets as well as pre-programmed.
What do you dislike about the product?
I whish we could create better original fileds.
What problems is the product solving and how is that benefiting you?
Asset management, yet to be fully deployed.
Recommendations to others considering the product:
I believe using the entire suite of products / modules would be best.
Very good solution for IT Service Desk
What do you like best about the product?
Ease of use. Intuitive and flexible. Easy to navigate. Reporting thorough.
What do you dislike about the product?
Wish phone app had more visibility besides just incidents.
What problems is the product solving and how is that benefiting you?
Ability to track issues and view trends.
Recommendations to others considering the product:
S
We use Samanage to track and respond to tickets across our campus.
What do you like best about the product?
The ability to have custom search features for filtering relevant tickets based on need.
What do you dislike about the product?
Sometimes the UI is confusing. At first I kept deleting custom advanced searches I created instead of deleting a ticket like I wanted to.
What problems is the product solving and how is that benefiting you?
Historical records to help manage recurring problems. This is also great with Samanage's solutions sections and the ability to make ticket resolutions a solution.
Seems great for either large or small organization
What do you like best about the product?
-Easy to understand interface
-Solutions are awesome. They are articles of how to do stuff. You can make them internal for just the service side of the team, or make them public. And you can attach a public solution in a ticket. It puts the article right in the message body. And the solutions can have screen shots, and what I love is you can resize the screen shot so it doesn't take up too much space, but if you click on it, it immediately pops open to the original size
-service catalog can have variables and processes. so variables mean if someone requests something, you can set how it can be approved. like there is a group of approvers, and you can set that all need to approve, or maybe only 50% need to approve
-process section of service catalog can work as a check list, with descriptions of how to, so you can make steps of how to do something, and the person can see instructions of how to do it. super helpful.
-Solutions are awesome. They are articles of how to do stuff. You can make them internal for just the service side of the team, or make them public. And you can attach a public solution in a ticket. It puts the article right in the message body. And the solutions can have screen shots, and what I love is you can resize the screen shot so it doesn't take up too much space, but if you click on it, it immediately pops open to the original size
-service catalog can have variables and processes. so variables mean if someone requests something, you can set how it can be approved. like there is a group of approvers, and you can set that all need to approve, or maybe only 50% need to approve
-process section of service catalog can work as a check list, with descriptions of how to, so you can make steps of how to do something, and the person can see instructions of how to do it. super helpful.
What do you dislike about the product?
-Ticket status does not automatically change when a use replies. For example, if a ticket status is "waiting for user", and they reply, the status stays the same, as opposed to "user responded"
-when viewing the ticket queue, sort order always defaults by ticket number. You can click on a sort column to sort by another category, but after leaving the page it defaults back to ticket number. It is often helpful to sort your tickets by something besides ticket number. For example, I prefer to view tickets by status. I find it easier when constantly checking my queue. All my tickets where I am "waiting on user" are bunched together", then actionable tickets show up near the top because they have the status "assigned"
-when viewing the ticket queue, sort order always defaults by ticket number. You can click on a sort column to sort by another category, but after leaving the page it defaults back to ticket number. It is often helpful to sort your tickets by something besides ticket number. For example, I prefer to view tickets by status. I find it easier when constantly checking my queue. All my tickets where I am "waiting on user" are bunched together", then actionable tickets show up near the top because they have the status "assigned"
What problems is the product solving and how is that benefiting you?
-Help Desk Tickets
-Inventory
-Request Process
-Onboarding and Offboarding process, working with HR
We have realized different teams of the company can have their own self help and resource sections within Samanage. Different teams can put solutions there (how to's)
-Inventory
-Request Process
-Onboarding and Offboarding process, working with HR
We have realized different teams of the company can have their own self help and resource sections within Samanage. Different teams can put solutions there (how to's)
Recommendations to others considering the product:
Super easy to use, customization is easy to understand. I wish we started using it sooner because we have other teams within IT using other ticketing systems, and it would be great if we were all within Samanage!
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