SolarWinds Service Desk
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Samanage has helped our business in many ways!
What do you like best about the product?
The organization of data and the customization.
What do you dislike about the product?
Reporting needs to improve - I would like to be able to do reports across different fields similar to a relational database.
What problems is the product solving and how is that benefiting you?
Costs primarily...we finally have our hands around what we actually own and won't unnecessarily buy things we don't need.
Recommendations to others considering the product:
For the price - it's great! Its very easy to setup and perfect for branch offices.
Implementation and functionality of this product is far superior to any other program I have used.
What do you like best about the product?
The ease of use of the program is the best feature. The cloud based portion is also fantastic. We were able to train our staff within a day as well as have them up and running that afternoon to complete tickets.
What do you dislike about the product?
There are a few issues with having multiple different departments using the program and being able to report from them. If you are a single dept user for this app, no problem. Reports are great. The issue we are running into is having our facilities added in but there are no master categories. If they had a department separation, then category followed by sub category, that would remedy the problem. Not a deal breaker for the software though.
What problems is the product solving and how is that benefiting you?
We are using Samanage for all of our IT and facility incidents. The best part of this application is that you can be mobile with it. Our facility team will benefit the most from this feature. They will no longer have to call back to the office, drive back to the office, or reach out to each other as well as their supervisor, to keep up with their tickets. This is going to save them a great portion of time as well as make them more efficient.
Recommendations to others considering the product:
Mobile platform, HIPAA compliant, signed BAA, easy to use, easy to implement, easy to train, fantastic customer support as well. I will actually miss our implementation specialist when we no longer have him to do our weekly calls. We chose the highest grade package that gave us 3 months with a specialist with over 20 hours and 15 service catalog items. He has been an amazing partner in helping us to get everything up and running as well as making sure we have what we need. Thanks Jason Yeary!
Great HR Tool
What do you like best about the product?
The ability to track and review incoming inquiries to mulitple "queues" that have been established by my organization.
What do you dislike about the product?
The system is sometimes slow to update changes.
What problems is the product solving and how is that benefiting you?
reporting, analytics, tracking of inquiries and responses.
Recommendations to others considering the product:
Engage IT early on in your implementation to avoid delays and potential pitfalls for implementation.
Fantastic experience with Samanage from day one
What do you like best about the product?
The system is extremely easy to set up and use. The Samanage staff is available to answer all our questions and respond very quickly. This feels like a partnership not a seller/customer relationship.
What do you dislike about the product?
The only dislike is on the new ticket screen, the drop downs are on the bottom of the screen and not the top.
What problems is the product solving and how is that benefiting you?
We did not have ticket system for IT and the asset management software was difficult to use. The Samanage solution solves both easily and effectively.
Recommendations to others considering the product:
I reviewed numerous help desk and asset management softwares. Samanage is the best out there and is the most reasonably priced.
Great Experience
What do you like best about the product?
Samanage was supportive from the demo processes all the way to implementation to "Go Live". The implementation team did a great job with finishing up loose ends and working a training call with my staff.
What do you dislike about the product?
I feel there should be better access to training. Only allowing one day and one hour for multiple people to learn the system is short changing the customer. The sessions are recorded, but not always helpful. I'd like to see a better training module set up for future customers.
What problems is the product solving and how is that benefiting you?
We are able to lean out our processes of responding to customer and store issues, making our system faster yet efficient. We will be able to track tickets in a timely manner, and report back to the customer with transparency. The best part is my inbox will not be so clogged with emails, thus causing me to accidently lose track of important information.
Recommendations to others considering the product:
Be sure you understand your needs and what Samanage has to offer. It's a great system and is going to be a very useful tool with growing relationships with our customers. The Samanage team is friendly and always quick to respond, just be sure you get all information up front before signing a contract.
Vast amount of posibilities
What do you like best about the product?
It has many useful functions and interface is simple and easy to navigate. You can gain all information about computers, including hardware and software. It also provides QR codes and multiple ways to create labels for assets. You can also export all information in excel file.
What do you dislike about the product?
Nothing essential but the fact that it is web based and relies on web browser, makes it little slower than it could be. Also during deployments I usually use MSI installer to push it through GPO but Samanage does not provide an MSI file for agent.
What problems is the product solving and how is that benefiting you?
Inventory management. It is very helpful to manage assets, create labels with QR codes and export all information.
Recommendations to others considering the product:
It is very useful and you can do a lot with this solution.
Samanage has been an easy and valuable integration
What do you like best about the product?
The service catalog build and automatic business routing rules; it can be quite complex.
What do you dislike about the product?
I would like more individualized email notifications and states that does not have to be shared across departments and categories.
What problems is the product solving and how is that benefiting you?
Enrollment, ITSC tickets, facilities and project management requests; better organization and collaboration while not meeting critical deadlines. Getting the approvals up front and know who to go to when a task is stalled.
Recommendations to others considering the product:
Work with the implementation team and utilize Trello for collaboration with Samanage; incredibly efficient and if you lay out your vision-the staff will truly help build or fix it (if you setup it up incorrectly). Utilize the check in meetings and training time.
Awesome Software
What do you like best about the product?
The ease of use and configuration. Great set up.
What do you dislike about the product?
Some things can't be segmented. Some features are all or nothing.
What problems is the product solving and how is that benefiting you?
One system for every department.
The presentation was concise and covered everything we had expected.
What do you like best about the product?
The presenters willingness to answer any and all questions we had was amazing.
What do you dislike about the product?
Overall I had no complaints with the presentation nor the presenter.
What problems is the product solving and how is that benefiting you?
We're replacing a prior IT support system with Samanage and thus far the experience has been phenomenal. The system itself is complicated, but easily understood after sometime.
Good for Small Operations
What do you like best about the product?
Easy to implement and run with small team
What do you dislike about the product?
Inflexible in customizing certain aspects
What problems is the product solving and how is that benefiting you?
Tracking SLAs for the first time, able to change ownership of tickets, able to do asset and software tracking with incident tracking all in the same place
Recommendations to others considering the product:
Be prepared for a slow feature roadmap. One common thing I see through the community is ideas and long-term plans that have been around for a long time. They do get to implementing good features, it's just not a fast process.
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