SolarWinds Service Desk
SolarWindsExternal reviews
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Solid product with automation features
What do you like best about the product?
Forms and task automation also easy for end users
What do you dislike about the product?
some more flexibility around automation would be nice
What problems is the product solving and how is that benefiting you?
Help desk response time and tracking
Fantastic Software For Helpdesk/Inventory
What do you like best about the product?
I am a huge fan of the integration capabilities between tickets and inventory items you log into the system.
What do you dislike about the product?
The reporting features to gather information from certain fields could use some improvement. Current work around is to create custom fields, but then I am duplicating my data entry.
What problems is the product solving and how is that benefiting you?
It is a great helpdesk solution compared to the previous one we had in office. It works great to not only best keep track of who is on what tickets, and which ones still need to be resolved, but also the way you can integrate the inventory into the tickets to help you track ongoing issues that come up with certain machines/other inventory items.
Recommendations to others considering the product:
If you need a system that handles multi-asset tracking and a help desk that is easy to use, I would highly recommend the use of Samanage.
Great to efficiently improve your workflow
What do you like best about the product?
The easy to use platform Samanage use is the key component, in Samange you can customized base on your company needs
What do you dislike about the product?
We need that phone support sometimes. But it is important to know that they are pretty quick answering the queries via email.
What problems is the product solving and how is that benefiting you?
Decision making is reduce thanks to collaboration, Asset management is a most have to keep the computer devices updated.
Recommendations to others considering the product:
Great tool to manage workflow and asset management.
IT Director
What do you like best about the product?
I like the best the SLA notification and the fact it is the first thing I see when I login, and the Asset manager is perfect for us and it is very easy to report back to pour finance with assets
What do you dislike about the product?
nothing, they are on the right path, I don't think they should change a thing, as a mater of fact I wouldn't like anything changed
What problems is the product solving and how is that benefiting you?
Compliance, work flow, customer service, asset mgmt
Sophisticated Help Desk
What do you like best about the product?
What I like best is that it is easy to use.
What do you dislike about the product?
There isn't an auto-refresh so I have to constantly press F5 or reload the page.
What problems is the product solving and how is that benefiting you?
I service our many employees with daily computer/software issues. The benefits to this program is more flexibility for the users to get a hold of us.
A great tool with exactly the pieces we needed
What do you like best about the product?
The ease with which you can create and track tickets, making sure a solution is reached in a timely manner and everyone is satisfied.
What do you dislike about the product?
There are some small features missing, but I am sure these are on the product roadmap
What problems is the product solving and how is that benefiting you?
We needed a tool to create service tickets as well as track assets. Samanage does both very, very well.
Easy to use
What do you like best about the product?
The ease of use and simplicity of submitting support tickets. Our users have the option of logging into their account to create a ticket or sending an email to our designated support email address. The majority of our users send an email to the designated email address for ticket submission and check the status on the app. The option for single sign on is a huge benefit as well.
What do you dislike about the product?
There is nothing that I dislike about Samangae. All of our needs are met with the application.
What problems is the product solving and how is that benefiting you?
Communication with the IT team.
Samanage
What do you like best about the product?
Samanage is a very intuitive ticketing system that allows us to understand how effectively we are helping our users. I really like the feedback that it provides. It is also very easy to search for knowledge and tickets using this tool.
What do you dislike about the product?
The SLA set up was a bit confusing, but we have it working the way we need it to now.
What problems is the product solving and how is that benefiting you?
Better service to our users
Samanage
What do you like best about the product?
The ease of set up for users and equipment
What do you dislike about the product?
When trying to search for specific ticket #'s hard to find
What problems is the product solving and how is that benefiting you?
Using for our ticketing system for end users
Samange Review
What do you like best about the product?
The user interface is simple as easy to navigate.The ticket preview icon is a feature that I use constantly and I would be lost without it. On the application side, the filters are very useful . The export feature is great for creating custom excel reports. This is a great product if used for ITSM. I believe Samange has great potential but I don't think is is quit ready for the big league.
What do you dislike about the product?
You cannot edit a tickets information once it has been created. With complex approval processes, the workflow can be difficult to manage when changes are needed. Needed features and updates are always "Coming Soon". You cannot clone a ticket if it has an attachment. The WYSIWYG editor for Knowledge Articles/Solution is none existent and there is no way to format text except for bold, underline, and bullets.
What problems is the product solving and how is that benefiting you?
We are a MSP and use Samanage as our in-house ticketing system for IT, HR, Accounting and multiple other internal departments.
Recommendations to others considering the product:
Its a great tool if you are using it for strictly a ITSM.
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