SolarWinds Service Desk
SolarWindsExternal reviews
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Great Product-Dynamite Asset Management Solution
What do you like best about the product?
The ease of deployment makes getting up and running easy and efficient.
What do you dislike about the product?
Would like to see more robust graphs for reporting.
What problems is the product solving and how is that benefiting you?
Solving the problem of the software license management. Discovering what assets we have and what is available in our loaner pool.
Recommendations to others considering the product:
Start off with the basics and build and customize from there.
Samanage Review from Functional Pathways
What do you like best about the product?
I really like how you can give updates and status on tickets that you have in your name. being able to look at a status quickly is great
What do you dislike about the product?
the refreshing sometimes is very slow, thus far that is all I have found that is the problem
What problems is the product solving and how is that benefiting you?
we are using this as our new ticketing system and so far it is really streamlining the processes
Samange works great!
What do you like best about the product?
Able to build items into service ticket that must be answered. Able to document changes, planning and testing and assign as a task. Dashboard.
What do you dislike about the product?
I haven't found anything so far that I don't kike
What problems is the product solving and how is that benefiting you?
Tracking other software vendor tickets so I can see at glance when speaking to vendors. Tracking and planning software changes and assigning tasks.
Good Switch from Spiceworks
What do you like best about the product?
I can manage all of my peoples tickets and get notifications on any issues immediately and have an app on my phone and tablet
What do you dislike about the product?
Nothing so far. Been using for about a month including trial time so making discoveries for new uses everyday
What problems is the product solving and how is that benefiting you?
managing and keeping up with help desk tickets and request from the field. implementing more uses for special request and putting forms in the portal
Recommendations to others considering the product:
We picked it becuase it was Hipaa compliant and had many of the features that we where looking for in a ticketing system. It has some bonuse features that we are also trying to implement in stages to the field
Ticketing System Solution!
What do you like best about the product?
I like the fact that I can view all the incidents in an organized fashion and more than one support person can be on the ticket without having to transfer it back and forth. We can add tasks and check them off as they are completed.
What do you dislike about the product?
So far I haven't found anything that I necessarily dislike.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system that worked! The one we were using would constantly crash causing responses to disappear.
Recommendations to others considering the product:
Get set up with a trial and see if it is what you need.
Ease of use, Samanage rocks!
What do you like best about the product?
I love the setup of Samanage, it looks and feels very similar to a lot of social media website, which makes it very easy to navigate. The pages load quickly and just about every function I can think of is available to me.
What do you dislike about the product?
There is really nothing to dislike so far that I can tell!
What problems is the product solving and how is that benefiting you?
We were using a very simplistic ticketing system that lagged and often never sent our replies, making customers unhappy, and staff unhappy. Samanage has not caused any of those issues so far, and has worked spot on in everything it offers. This makes the stress of wondering if your customers really got your messages disappear.
Recommendations to others considering the product:
Anything you might want can be added easily.
Keeps our Department on Track
What do you like best about the product?
I like being able to track my daily tasks and manage our department's incidents in one location. I would easily forget about tasks through emails sent. We are able to ensure our process to complete projects is done correctly and everyone involved is notified along the way.
What do you dislike about the product?
The only thing I dislike is not having the ability to turn off the Due On for Service Catalog items as mandatory.
What problems is the product solving and how is that benefiting you?
Better departmental communication on projects
All projects are now tracked with visibility to all involved
More of our projected are completed without errors
All projects are now tracked with visibility to all involved
More of our projected are completed without errors
Right decision for us!
What do you like best about the product?
Powerful SaaS that follows the ITIL structure but keeps it simple and friendly for not only the user but for the technician as well. We migrated from BMC's Footprints and our users were very pleased of the difference!
What do you dislike about the product?
No patching or software deployment option yet.
What problems is the product solving and how is that benefiting you?
Samanage has been a huge help in keeping track of contracts and warranties when they are about to expire. It's nice to have a system and not worry about software-related issues keeping a system on-premise.
Recommendations to others considering the product:
Definitely, do the trial session. You have nothing to lose!
Best customer success and support teams ever!
What do you like best about the product?
Samanage Customer Success Teams and Service Teams are, bar none, some of the best I have ever experienced. Additionally, the capability to chat with support at any time is a phenomenal feature. The response time is efficient and the agents are always friendly.
What do you dislike about the product?
I dislike that I do not have enough time in my work day to spend working with Samanage. With every workflow we develop, it leads to bigger conversations about how to maximize our technology to minimize our workloads.
What problems is the product solving and how is that benefiting you?
Our Helpdesk (Service Desk) is now seamlessly linked between Maintenance and IT. This alone has increased our efficiency as a technology and maintenance team. We have also used the Service Catalog to develop our HR workflow processes. Our staff loves the convenience of working electronically. I love that we are saving trees (not to mention being able to get rid of filing cabinets)!
Implemented and utilized in 2 companies
What do you like best about the product?
It appears that Samanage is always striving to add features to improve the effectiveness of their product.
What do you dislike about the product?
We've not used the MDM features, but we really arent' even sure if it would serve us to do so.
What problems is the product solving and how is that benefiting you?
Workstation refresh cycles, installed software, warranty expirations, physical location of devices, ticketing, change control, etc.
Recommendations to others considering the product:
If you are looking for device management, warranty insight, contract mgmt, change control, asset mgmt, ticketing, procurement, and more... then you are looking in the right place with SAManage.
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