SolarWinds Service Desk
SolarWindsExternal reviews
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Overall flexible, easy to learn, great for Incident tracking. Tasks leave something to be desired.
What do you like best about the product?
The portal side for the users is excellent, folks learned this aspect very quickly. We were also able to tailor the program to our specific organizational needs due to the flexibility in the product. Reporting and exports are excellent, and we are excited by the custom fields and forms aspect of the product.
What do you dislike about the product?
For us, it is a disappointment that Service Catalog Tasks cannot be reassigned once they've been sent out. We have many tasks that should land in a group at first then be assigned to an available individual.
What problems is the product solving and how is that benefiting you?
We are a support-based organization and we desperately needed to overhaul our old, in-house ticketing system. This new system gives our department flexibility and reporting in a way that they have never had before. We have teams like our Call Center and even Loan Services using the product to keep track of tickets and their work. It's great that we were able to tailor a solution for these departments who have grown so dependent on a ticketing system.
Recommendations to others considering the product:
Excellent for Tech and Facilities Service Desk ticketing.
Ensure that you REALLY know the difference between an Incident and a mere Service Task. And ensure that if your company needs complicated workflows, that they fully understand the concept of the Task.
Tasks don't have reporting, reassignment capabilities, it's practically an electronic checklist that can't be sorted.
Ensure that you REALLY know the difference between an Incident and a mere Service Task. And ensure that if your company needs complicated workflows, that they fully understand the concept of the Task.
Tasks don't have reporting, reassignment capabilities, it's practically an electronic checklist that can't be sorted.
Straightforward Tool and Great Customer Interactions
What do you like best about the product?
The support and positive attitude of our account representative and team. Clean, straightforward interface.
What do you dislike about the product?
The tool doesn't work exactly how I would like it to for my purposes nor is it as intuitive as I had hoped, but I think we will eventually get it to where it will perform as we had hoped.
What problems is the product solving and how is that benefiting you?
Basic Help Desk, Technology Purchase Requests, Data Information Requests.
Recommendations to others considering the product:
Great for incident management and prepopulated catalog items.
Samanage is wonderful
What do you like best about the product?
I like that its web based.product and accessible from anywhere.
What do you dislike about the product?
It doesn't have any remote desktop functionality built into it.
What problems is the product solving and how is that benefiting you?
It mainstreamed our inventory and help desk systems into one place.
Recommendations to others considering the product:
Its web based
Fairly easy to use
What do you like best about the product?
Commenting is easy and I like getting email notifications
What do you dislike about the product?
I've been having trouble viewing work orders assigned to me without a VERY specific set of filters. That part could be easier.
What problems is the product solving and how is that benefiting you?
Enjoy being able to connect with a lot of people from afar. I'm a contractor so it's nice to have easy access to everyone without having to email back and forth
Love Samanage
What do you like best about the product?
Can easily assign tasks to other users
Ability to manage multiple projects at once
Visibility on projects
Ability to manage multiple projects at once
Visibility on projects
What do you dislike about the product?
Due Date on Service Catalog - no mandatory option
What problems is the product solving and how is that benefiting you?
Managing multiple incidents
Time management
Project visibility
Ease of Communication
Remote users are more connected to projects
Time management
Project visibility
Ease of Communication
Remote users are more connected to projects
Business Development Review
What do you like best about the product?
I like that multiple people can be grouped on one work order to see what's going on with it and weigh in on it with feedback.
What do you dislike about the product?
The amount of emails I get from the updates and status changes, when not pertaining to me. For example if it is being sent from design to the technical writer I do not need to know that and get an email alert telling me.
What problems is the product solving and how is that benefiting you?
Organizing and managing projects and being able to track them through out the process. Helps see where errors occur in communication and approval process'.
Samanage Ticketing
What do you like best about the product?
The ease at which you can setup a helpdesk system tailored to your workflows. The Service Catalog is great for using as a form for HR, Facilities, or IT. Asset Management is the bonus for me, as I can tie issues to hardware and track that to see if there are ongoing issues with a certain machine or group of machines.
What do you dislike about the product?
Would like to see more integrations with Slack.
What problems is the product solving and how is that benefiting you?
IT Helpdesk tracking right now, will expand to HR and Facilities as our company grows. Asset tracking will aid when we need an audit, knowing the hardware and software installed on each machine.
Great easy to use Support Ticket System
What do you like best about the product?
Simple and easy to use. Easy for our customers to report issues and for support team to respond, follow up, track and report. On boarding was easy. Sarah was a great help to our team in learning the features and best practices for set up. So many features.
What do you dislike about the product?
So far not much found that we don't like. Adding in external response additional email responders is an extra step or two, but it is not bad.
What problems is the product solving and how is that benefiting you?
Centralized support management, device health, problem tracking, releases, self help for customers and automations have been great help. In general has save support and dev teams a great deal of time.
Recommendations to others considering the product:
Give it a try. The cost/ value ratio is awesome and their support, training/ onboarding group make it so easy.
Great for Manageing Workflow
What do you like best about the product?
It's been a great way for my team and I to manage our projects and assignments. It takes the guesswork out of people's role and responsibilities, deadlines, etc.
What do you dislike about the product?
It can be hard to manage the flow of email notifications.
What problems is the product solving and how is that benefiting you?
As a busy marketing department whose workload has nearly doubled in the past year, Samanage has allowed us to track our projects and assignments while minimizing questions about accountability as well as errors.
Perfect for Work Order (Incident) Management
What do you like best about the product?
I use the Incident feature the most. It is a great way to track work load and internal customer work orders and requests.
What do you dislike about the product?
Only files smaller than 10MB can be uploaded in an Incident. A larger file limit is definitely needed.
What problems is the product solving and how is that benefiting you?
We use Samange to track our marketing and graphic design work orders. As stated above, it's a great way to track work load and work orders.
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