SolarWinds Service Desk
SolarWindsExternal reviews
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DBA
What do you like best about the product?
Easy of use and tracks the necessary information required for an incident or change. Friendly UI.
What do you dislike about the product?
Opening Change Orders is a bit confusing.
What problems is the product solving and how is that benefiting you?
Keeping track of Help Desk Ticket and IT change orders and incidents.
Recommendations to others considering the product:
Yes. The Samanage clould base solution provides our Help Desk with necessary tool for not only reporting a problem but also the ability to produce audit reports. The Dashboard provides a visual help check of how our Help Desk is performing.
A Very Detailed Yet Simple Form of Helpdesk
What do you like best about the product?
The ability to organize and customize groups and user roles to benefit multiple departments and needs of individuals running the helpdesk.
What do you dislike about the product?
Not entirely customizable because its off-premise and you're reliant on support and the community to get on board with some small changes you want. Not a huge deal though.
What problems is the product solving and how is that benefiting you?
It's our helpdesk and knowledgebase. Benefits multiple departments.
Excellent help desk software
What do you like best about the product?
Very easy to track incidents/help desk tickets. The comments section is great to so I don't have to email as much.
What do you dislike about the product?
I dislike the tasks the most, they're hard to get to and easy to forget about.
What problems is the product solving and how is that benefiting you?
Efficient help desk that allows IT to help users requests in a timely manner
Recommendations to others considering the product:
Make sure it meets your requirements and needs as a business
Great
What do you like best about the product?
Think the GUI is quite user friendly, would recommend.
What do you dislike about the product?
I would argue the price per user is rather extortionate
What problems is the product solving and how is that benefiting you?
It helped demonstrate how busy we are as a department.
Great inventory management software
What do you like best about the product?
The sheer amount of data that can be found using Samanage
What do you dislike about the product?
Sometimes duplicate data will hang around after trying to delete it
What problems is the product solving and how is that benefiting you?
Inventory management solutions. This software has a lot of offer to in that regard
Very clean and smooth system.
What do you like best about the product?
Being able to easily filter out specific tickets on the system, and easily track calls.
The ability to be able to search other technicians tickets.
Being able to edit calls, and states all in one place.
The ability to be able to search other technicians tickets.
Being able to edit calls, and states all in one place.
What do you dislike about the product?
The reports do not seem to show accurate readings for the technicians.
You are not able to forward on tickets.
You are not able to forward on tickets.
What problems is the product solving and how is that benefiting you?
We have managed to solve many issues by using Samanage, it allows our users to log tickets easily and to be able to assign out calls.
The main benefit is managing technicians time.
The main benefit is managing technicians time.
Well Rounded Product
What do you like best about the product?
Let me start with the feature I like the most and work my way down. Inventory management this includes management of computers, software, printers, mobile devices. Service desk function. Very easy for users to add tickets and very easy for the help desk team to complete tickets. The purchasing part of samanage is spot on.
What do you dislike about the product?
I would like to see a way to create barcodes to label inventory. The reporting system is cumbersome. I would like to see a much easier way to create custom reports. I would like to see the slide out panel on the side disappear.
What problems is the product solving and how is that benefiting you?
Samanage helped us better organize our IT support structure. Made it way more efficient to keep track of inventory just by installing the agent on every PC. Easily keep track of our software licensing and cell phones. We are now able to keep track of what repairs were done on all workstations. The knowledge base helps users fix simple issues on their own.
Recommendations to others considering the product:
This product makes it very easy to keep track of all you physical inventory this includes cell phones. If an agent has been installed on the machine, It is GPS tracked so the machine can be found if stolen. Your help desk department will save tons of time being able to create a knowledge base for users to fix simple issues on their own. Samange ticketing system helps keep track of the efficiency of your help desk team. Overall, my company is extremely happy with our choice to move from Spiceworks to samanage.
Great Product
What do you like best about the product?
Easy to implement and use especially for end users
What do you dislike about the product?
Reporting could use some improvement, but they are continuously working on it
What problems is the product solving and how is that benefiting you?
We needed a product that was quick and easy to encourage use of a ticketing system
Easy to use and great features
What do you like best about the product?
services desk is straight forward and easy to use
What do you dislike about the product?
the mobile app still has some issues that needs worked out, could be designed better
What problems is the product solving and how is that benefiting you?
ability to track incidents and asset management
Solid features & reliability, only missing some basics
What do you like best about the product?
Platform is good, has a ton of features. Some basic seemingly simple features such as drag & drop reordering of collumns are still missing so in some ways feels a little "cart ahead of the horse", but overall these issues are manageable and functionality has been good and reliable
What do you dislike about the product?
Lack of some basics features as noted above
What problems is the product solving and how is that benefiting you?
Ticketing and historical reference to solutions for recurring problems
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