SolarWinds Service Desk
SolarWindsExternal reviews
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Easy to implement, amazing customer support!
What do you like best about the product?
It integrated with our existing support email address perfectly, so now instead of replying to emails we just make comments on the cases like any other CRM system. It all gets formatted and organized seamlessly. New users can be added easily and you don't need experience with a CRM system to understand Samanage.
What do you dislike about the product?
There is not much bad to say about Samanage, if there is a problem they fix it very quickly. One thing that is kind of annoying is that if you have it set to email the requester when a case is resolved, it will always send an email. I wish there was an override you could check when resolving a case to suppress the email. It'd be useful when you resolve a case and then they reply back saying "Thanks" which re-opens the case.
What problems is the product solving and how is that benefiting you?
We have a much more organized ticketing system now, instead of having to hunt down email chains and having emails get pushed to the back and forgot about.
Simplicity meets efficiency
What do you like best about the product?
The ease of reaching support. I love the fact that there's a chat button available on the bottom right. This allows for any question to be answered very quickly by one of the helpful and friendly techs. Keeping track of our assets and users has become very easy for us. Collaboration has become very easy across all departments as it allows for a single channel of communication for users and admins to talk.
What do you dislike about the product?
I have not had any issues with the service. It's been very easy to manage from both a infrastructure and user-community standpoint.
What problems is the product solving and how is that benefiting you?
Samanage has allowed us to effectly track various aspects of our IT department. We are able to help users using the support desk, keep better track of assets and contracts, and gives us the ability to plan and review more efficiently .
Recommendations to others considering the product:
None at this time.
Samange Is Great
What do you like best about the product?
They already offer a pretty full feature package for ticketing, change and problem management, but they are consistently improving on what they do. A little over two years ago when we got into Samanage there were a few features that didn't exist or were very basic, like approvals. When asked they said that improvements were expected later in the year, and they came through on every single one.
What do you dislike about the product?
They still only offer two tiers of Categories. This is a bit limiting for larger teams and third tier would be very welcomed. I know they've said they're planning on adding this, but nothing yet. Their searching of tickets is kind of weird too. We've searched for tickets with a word and had tickets with that word in the title not show up.
What problems is the product solving and how is that benefiting you?
We are able to actually track and manage our problems separately from our incidents is huge. It lets us keep a good handle on fixing people's problems while making sure we're not just doing the same fix over and over again.
Recommendations to others considering the product:
Make sure you have your teams worked out ahead of time. Trying to change teams after the fact can get really messy. Adding other teams later is surprisingly easy though.
Easy deployment, Great customer service
What do you like best about the product?
Ease of use and implementation was very quick. The longest part was the customization we had for forms and fields. Training was also easy for both Service Desk Users and Portal Users
What do you dislike about the product?
Some functionality is still not available
What problems is the product solving and how is that benefiting you?
Internal IT/IS ticketing solution
Recommendations to others considering the product:
Easy to use and implement
Great customer service - Slow feature implementation
What do you like best about the product?
Customer service and support are very responsive.
What do you dislike about the product?
Slow feature implementations as it seems to take a while for things in the pipeline to happen.
What problems is the product solving and how is that benefiting you?
Great ITIL framework support
Recommendations to others considering the product:
After adopting Samanage in 2016, we have a mostly favorable experience. Customizations are easy and straightforward. Support and customer service are impeccable. Only true drawbacks are the timeframes between new features being up for implementation and actual completion. A lot of the features in the pipeline are critical to many users in various ways but have not come to fruition.
Samanage Review
What do you like best about the product?
Problem/issue tracking for end user satisfaction results
What do you dislike about the product?
Site is slow at times and reporting/time management of tickets seems awkward.
What problems is the product solving and how is that benefiting you?
Problem and issue tracking - showing high user satisfaction.
Recommendations to others considering the product:
Get training on all aspects of use so you can implement Samanage with all it has to offer.
Great Product! Easy to Use!
What do you like best about the product?
Ease of use and overall feel of Samanage. Samanage is excellent!
What do you dislike about the product?
When AWS Goes down causing issues to Samanage
What problems is the product solving and how is that benefiting you?
All of our IT Related incidents are going through Samanage. This makes it way easier for our technicians to distribute and resolve issues more efficiently.
Recommendations to others considering the product:
Go for it! Samanage is great definitely super easy to use.
Samanage Review
What do you like best about the product?
The software is very user friendly when it comes to communicating when updating tickets
What do you dislike about the product?
Wish tickets were locked by a user when being viewed. Multiple instances have occurred when two users are viewing a ticket at the same time and both respond to the end user with the same question or response.
What problems is the product solving and how is that benefiting you?
Accountability when delegating tasks
Powerful and useful Ticketing system
What do you like best about the product?
Clean interface, easy to quickly process tickets. Inventory management and inventory client are nice. Easy to build workflows and processes into form tickets.
What do you dislike about the product?
Small quirks like not being able to add tasks to form-submitted tickets. Reporting system could use more customization.
What problems is the product solving and how is that benefiting you?
General It ticketing, user onboarding and offboarding
Fast rollout and effective software
What do you like best about the product?
Was able to get it working in weeks rather than months.
Cost effective.
Works fairly quickly and has solid reporting/audit functions
Cost effective.
Works fairly quickly and has solid reporting/audit functions
What do you dislike about the product?
some clunky design choices
not visually interesting or stunning at all
not visually interesting or stunning at all
What problems is the product solving and how is that benefiting you?
we use it for IT and Billing help desk ticketing. it allows for much better tracking, sorting, and parsing out work throughout the team.
Recommendations to others considering the product:
Plan out a few weeks to implement so you can tweak and build resources in it for your team.
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