SolarWinds Service Desk
SolarWindsExternal reviews
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Love it (with a few caveats)
What do you like best about the product?
So far the implementation support we've gotten has been extremely helpful. We've had a set implementation specialist ever since we signed our contract and that has been invaluable. She's been an amazing help. This includes meetings with her about once a week that has helped us with any questions we may have. Also there is a chat that we can utilize in the corner of the screen when logged in that makes support very easy to access. I've used it quite a few times to answer quick one off questions that don't really need to wait for implementation meetings. I also love the feature of being able to add "Other Assets" as in things that don't necessarily have the tracking software.That's very helpful for our lending library of devices. I'm also a fan of just the general set up of the website. It's easy to use.
What do you dislike about the product?
Wish there were a few more customization options, especially under purchase orders. Being able to delete software and printer entries would be nice. It would help me stay organized and keep unwanted entries from clogging up the system. Also it could look just a little more modern but that's not really a dislike/problem just a little aesthetics thing.
What problems is the product solving and how is that benefiting you?
We desperately needed a helpdesk management solution and inventory solution. So far both are getting us organized and helping us better serve or end users.
Recommendations to others considering the product:
Look for another purchase order solution if this doesn't fit your exact needs.
Handles all of our business needs
What do you like best about the product?
Excellent product, ticketing and managing assets
What do you dislike about the product?
I personally have not found anything to dislike
What problems is the product solving and how is that benefiting you?
heldpesk tickets,
Intelligent management platform
What do you like best about the product?
The inventory management, which is able to look for what software the user has and so we can easily know what other software the user needs to install.
What do you dislike about the product?
The interface could be more user friendly.
What problems is the product solving and how is that benefiting you?
Inventory management, service desk. They make our IT work more efficient.
Samanage for Helpdesk and more
What do you like best about the product?
We love that our helpdesk is now stored in the cloud. We were assigned an implementation specialist who helped us get started and kept our implementation on track and make it a success.
What do you dislike about the product?
The mobile app is fairly limited in what it does.
What problems is the product solving and how is that benefiting you?
We wanted to provide better communication with our users and now have the ability to create workflows for purchasing and approvals. An unexpected benefit was the ability to quickly query assets and find associated trouble tickets. The ability to merge duplicate tickets was also a bonus.
Efficient Ticketing System
What do you like best about the product?
Very organized and easy to use. Clear visibility and user friendly.
What do you dislike about the product?
The view of the ticket - order is ascending from newest to oldest. Would prefer the older information at the top. An idea would be to have the old info at the top and whenever entering the ticket, the page can "leave off" at the newest comment.
No organized way to "save" the ticket.
No organized way to "save" the ticket.
What problems is the product solving and how is that benefiting you?
Managing HR related cases and tasks that we complete on an every day basis.
Fantastic Organizational Tool
What do you like best about the product?
My favorite feature is that you are able to see when someone else is viewing the exact same ticket that you are working on. I also love how organized the help desk keeps my team.
What do you dislike about the product?
I dislike the language that is required to perform a search in the search bar and I find the logic behind the filters to be a little tricky.
What problems is the product solving and how is that benefiting you?
The platform helps us stay organized and more on top of day to day tasks. It also provides visibility into who is working on what issue. This helps us better utilize our resources because we no longer have 5 people working separately on the same issue. This product has also proven to be tremendously useful in the sense that it has allowed us to reduce the ludicrous and unmanageable amount of emails that we used to receive on a daily basis.
Samanage is simply, efficient and powerful
What do you like best about the product?
Samanage provides a robust feature set while maintaining simplicity for all users. The platform works incredibly well to manage cases from various departments in our organization. Roles & permissions are a breeze ensuring incidents are only visible to those that need to know. One platform, five departments, success!
What do you dislike about the product?
Currently, the service desk view does not auto refresh. Although not a big deal to refresh manually, if a user forgets to refresh the page, incidents could be missed. Notifications work well for Android users however iOS, not so much.
What problems is the product solving and how is that benefiting you?
With Samanage, we have been able to improve leadership visibility, accountability, and time to resolve incidents resulting in happy end users.
Recommendations to others considering the product:
Not only does the product speak for itself but the level of customer service & support has been world class since day one.
Streamlining IT Business Processes
What do you like best about the product?
Tool is ITIL compliant and will improve MTTR, end user transparency, end user self help, and create better reporting of incidents and problems allowing IT to become proactive instead of reactive.
What do you dislike about the product?
Their billing is ridiculous. They are making me pay my subscription during design when the tool hasn't even went live within my organization. So baiscally while Ford is building my car at the factory I already have to make payments. Terrible business practice.
What problems is the product solving and how is that benefiting you?
Streamlining Service Desk
Recommendations to others considering the product:
Pay attention to the fine print with billing. Don't pay for something you have not taken possession of yet.
First Impression
What do you like best about the product?
I like how Samanage can use the Agent to pull information from networked devices. The web interface is intuitive and powerful. There are many ways to access the data you are looking for. The reporting tools seem very smooth too.
What do you dislike about the product?
I'm concerned we won't get the full value out of Samanage, since we outsource our helpdesk service. Clearly IT Assets are the focus of this application, but it would be nice to have some canned templates for other asset types (peripherals, desks, etc).
What problems is the product solving and how is that benefiting you?
IT Assemt Management, we are still in the implementation phase, so I have not had a chance to quantify any benefits. It is more likely we are filling a void for our IT hardware inventory.
Inventory Management made easy
What do you like best about the product?
The process of accurately tracking laptops, tablets, and phones has been made easy.
What do you dislike about the product?
A bit of manual labor getting the assets in the system
What problems is the product solving and how is that benefiting you?
Accurately tracking and keeping updated assets such as laptops.
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