SolarWinds Service Desk
SolarWindsExternal reviews
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A amazing platform to manage employees on, a great way to make sure issue are dealt with.
What do you like best about the product?
I like how you can interact with employees in an way that is quick and easy.
What do you dislike about the product?
SAmanage needs to be simplified for employees so they can just write a issue up and send it.
What problems is the product solving and how is that benefiting you?
It is solving technological issues and is helping the company make more revenue. The benefits are that it is quick and easy to resolve an issue with the ticket system.
Recommendations to others considering the product:
This software is simple and easy to run your IT department off of. You can put your employees desktops in it as well as manage tickets. I use this for 75% of my work.
Samanage is Nice....
What do you like best about the product?
The Email Feature and the program is easy to use
What do you dislike about the product?
The Reports feature. It doesn't allow for various reports and also ability to sort properly
What problems is the product solving and how is that benefiting you?
User requests are easier to track and support
Samanage Reviee
What do you like best about the product?
- Easy to use for both help desk personnel as well as customers
- Easy to categorize ,search and navigate the tool
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- Easy to categorize ,search and navigate the tool
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What do you dislike about the product?
- I am not sure what I dislike about Samange. It fulfills the purpose for the agency I work for
What problems is the product solving and how is that benefiting you?
- Help desk functions
Excellent customer service and easy to implement
What do you like best about the product?
Their customer support is some of the best I have ever seen and their product is also crazy easy to implement, and they will work with you to get anything you need done.
What do you dislike about the product?
Some of their reports and inventory customization need to be overhauled to allow us to document all of our inventory or customize/edit our existing inventory.
What problems is the product solving and how is that benefiting you?
We are giving transparency throughout the work place in that we are allowing other departments to ask a question to another department and then allowing them to track who is answering it, where it's at, and allowing problem tracking.
Recommendations to others considering the product:
Make sure you have a set goal that you wish to achieve with their product, and make sure you explore all possibilities that you could use their product for as it can be implemented and used in many different forms. They will work with you and your time will be used more efficiently if you can supply them with your plan and needs.
Great Product
What do you like best about the product?
Easy to use and configure and great customer service.
What do you dislike about the product?
Doesn't allow you to manipulate fonts and text in system generated emails on on the portal.
What problems is the product solving and how is that benefiting you?
Help Desk ticketing, IT Change Management, and IT Asset Management are currently in use and I plan to use the Procurement feature in the near future. The system has proven very beneficial in terms of the information that is available in the Asset Management, and the ability to track the progress of the Help Desk team and provide information to auditors.
Recommendations to others considering the product:
Think of EVERYTHING you want to get out of the product and ask a lot of questions.
Love the product
What do you like best about the product?
Ease of use and tons of features. Highly customized ticketing, inventory, and change log system. Support is top notch.
What do you dislike about the product?
Missing features from the google app. would like to see service catalog items and solutions availability.
What problems is the product solving and how is that benefiting you?
Ticketing, inventory, changes, service catalog for workflow.
Recommendations to others considering the product:
Flexible and customization to meet your needs.
Excellent choice for IT services and support
What do you like best about the product?
Samanage is an excellent tool for asset management and ticketing. The interface is extremely clean and easy to navigate. The support is always available and they have a strong connection to their users. We have implemented this service throughout our entire business office to use.
What do you dislike about the product?
Its hard for me to find many things wrong with Samanage. There are a few things here and there that need tweaking, but most issues are resolved in a reasonable time. Their downtime is extremely rare, but has happened.
What problems is the product solving and how is that benefiting you?
Currently there are none.
Recommendations to others considering the product:
I always suggest shopping around for other help desk software services, but always compare them to Samanage. They are definitely top of their class.
Easy to use and manage
What do you like best about the product?
We have been satisfied with Samanage overall. They have always been able to assist us with problems and new ideas that we throw at them. Samange is able to support all of our incidents as well as inventory. Samanage was very easy to set up and implement in our district, and it is simple enough for our teachers to all understand. Great software overall!
What do you dislike about the product?
The only thing we haven't liked as much so far is that we can't integrate any type of live chat function directly into our workorder system.
What problems is the product solving and how is that benefiting you?
We are trying to solve the issue of people calling our techs on their cell phones instead of putting their problem in writing and documenting their issues.
good ticketing system
What do you like best about the product?
it's a good ticketing system, with lots of features, they are growing it and adding improvements all the time!
What do you dislike about the product?
purchasing and project management modules are a bit weak
What problems is the product solving and how is that benefiting you?
this was a significant cost saving over our older system, and it does a great job for what it is.
Great software
What do you like best about the product?
The interface is very clean and it has all the key features I'd want/need in a system. We're a small IT shop of 4 people and were on Spiceworks for years. However, Spiceworks liked to merge computer inventory, which is great for looking up, managing, and troubleshooting online devices with any other inventory. The inventory module was awful. We were looking for something that can handle tickets, work well, and handle inventory well. It does all of that. Also, they provide Centrify for single-sign on and I've been able to use that to deploy other apps through SSO at no cost. The free SSO provider is a nice perk!
What do you dislike about the product?
The biggest thing that I don't like is that there doesn't seem to be much insight into their development timeline. If you get the software, you'll probably find that 95% of it works great and is pretty slick. Then you'll find about 5% of the stuff you wanted it to to, expected it to do, it doesn't do. If you put in feature requests for those things, don't expect any clear idea of if/when it will come out. Some feature sets are a little limited.
What problems is the product solving and how is that benefiting you?
Ticketing and IT asset management
Recommendations to others considering the product:
Get a trial and try it out. Some things may not work the way you want or expect, so do your homework. It was definitely the right fit at the right price point. Something we could spin up easily in a few days rather than weeks.
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