SolarWinds Service Desk
SolarWindsExternal reviews
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In implementation stage of Samanage! Not yet "live" or rolled out!
What do you like best about the product?
At this point, the representatives whom we have worked with from Samanage have been very knowledgeable and responsive. We just had our kick-off call today and our implementation specialist was very organized and introduced us to the Trello project management portal. The call was very productive and the implementation schedule is very detailed.
What do you dislike about the product?
At this point, nothing to note. We are still in the implementation phase of Samanage.
What problems is the product solving and how is that benefiting you?
Better serve our customers and have a incident tracking and knowledgebase for IT and our customers. We also want to create customized report request forms for the Service Desk side for use by our Development and Data teams. We are also planning to use the Asset Management for asset tracking, version control, etc.
Recommendations to others considering the product:
Yes.
Samanage is very easy to use and modern.
What do you like best about the product?
Samanage has a very clean, modern, and uncluttered UI. Setting it up is a breeze and it is very well suited to small to mid-size teams. As a ticket system it is one of the best I've used.
What do you dislike about the product?
There are several things that could be more configurable or more user friendly like the main ticket view. You have to go to one page to comment on the ticket and another to change who it's assigned to or it's category for example. Filtering rules should allow for NOT operators and advanced search can be cumbersome.
What problems is the product solving and how is that benefiting you?
Samanage has allowed our IT team members and users in 11 sites internationally to better ordinate and track user requests.
Samanage flows really well.
What do you like best about the product?
I like that is easy to navigate. The individual tabs load instantly where as most ticketing systems run incredibly slow.
What do you dislike about the product?
The color scheme. I want black. Lots of black. I don't personally see color well so having these bright colors everywhere and having other people tell me where to look "and using colors to do so" is just frustrating.
What problems is the product solving and how is that benefiting you?
I don't personally have any issues outside of of the incident page not refreshing itself...and breaches don't float to the top of the incident page.
Great and robust asset management system!
What do you like best about the product?
This is a very straightforward, easy to use, and intuitive asset management system. Even if you have never used an asset management system, Samange makes it very easy for you to become accustomed to the software.
What do you dislike about the product?
Existing user integration from AD is a little complicated.
What problems is the product solving and how is that benefiting you?
Samange will make it easier to track assets in case of future audits.
Smanage is Great
What do you like best about the product?
I like how easy it is to use! Also, its helped mainstream our helpdesk and inventory workflow.
What do you dislike about the product?
That it doesn't have a built-in Remote Desktop.
What problems is the product solving and how is that benefiting you?
We haven't deployed it yet but once we do we see it helping with the Helpdesk request and help us respond faster to our users. Also how it allows others to work in it without IT running everything.
Samanage is new to our company
What do you like best about the product?
The categories are very helpful. Users can see who ticket is assigned to and what the next steps the technician may be waiting for.
What do you dislike about the product?
Don't like that I can't change the title to an Incident and write a comment at the same time.
What problems is the product solving and how is that benefiting you?
The work flow to have users request new volunteer logins is helpful.
Beyond all expectations
What do you like best about the product?
The balance of simplicity and function. The number of custom options is impressive, but even more so is the ease to implement any of them.
What do you dislike about the product?
At this stage I don't have any complaints.
What problems is the product solving and how is that benefiting you?
We started by just using this for Help Desk management but we seen early on this will be useful for all departments including our HR and facilities.
Just started bu so far, so good
What do you like best about the product?
A lot of features, although you pay for them, that hit most of our key pain points.
What do you dislike about the product?
No issues so far, we are still implementing.
What problems is the product solving and how is that benefiting you?
Inventory management, ticket workflow, and reporting
Met our business need to successfully go live in weeks
What do you like best about the product?
Browser-based. ease of use - could go live in a matter of weeks. Portal - new channel for our customers.
What do you dislike about the product?
Usability issues - can't easily communicate in the context of a ticket within our team. Subpar reporting
What problems is the product solving and how is that benefiting you?
Team collaboration (could be better with enhancements). Better insight and management of inventory. Process management orchestration (across functional areas).
Recommendations to others considering the product:
Try out exactly how communication/comments will work for your support team and customers (less than ideal for us currently). Also try out reporting features; looks great in a demo, but not enterprise-grade reporting yet (e.g. can't create a single report or dashboard and publish to others).
Flexible and Educational
What do you like best about the product?
They have worked with us to find creative ways to utilize the Samanage platform for not only IT management but also as a design work order platform.
What do you dislike about the product?
Some of the features are complicated and can be difficult to use, but they are always available if to help if we have questions or need help.
What problems is the product solving and how is that benefiting you?
We started using it as a design work order management system and they helped us customize it for this use. It has helped us track and efficiently manage these work orders. We have recently moved into using the service catalog and this gives us even more tracking and management capability. Because we were so pleased with Samanage for design work orders, we have recently added functionality for IT and HR work orders.
Recommendations to others considering the product:
Utilize support, they are great!
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