SolarWinds Service Desk
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Samanage Works for Us
What do you like best about the product?
I like that Samanage is flexible and customizable. We are moving from a very rigid cloud based help desk solution that was simply too expensive and inflexible to work for us.
What do you dislike about the product?
I don't have too many dislikes at this point. Implementation process is smooth.
What problems is the product solving and how is that benefiting you?
We needed a flexible help desk solution that could help us with automated ticket routing and allowed some flexibility in what we are asking from users in terms of information.
Recommendations to others considering the product:
It's a smooth implementation process, one thing we really like about it was the benchmarking feature wherein you can compare your help desk performance against other Samanage users. This is very useful to us in terms of staffing planning and recommendations to our executive team.
The Best Service Desk Platform Available
What do you like best about the product?
The ability to get off the ground in a short amount of time
Quality of the support and quick start team
Flexibility of the application and continued improvements
Does not require development experience
Quality of the support and quick start team
Flexibility of the application and continued improvements
Does not require development experience
What do you dislike about the product?
Lack of additional integrations at this time.
What problems is the product solving and how is that benefiting you?
Lack of a single point of contact for all service requests - IT, HR, Sales, etc
Lack of a true global asset list
Aggregation of all support and change tickets into a single platform with advanced workflows
Lack of a true global asset list
Aggregation of all support and change tickets into a single platform with advanced workflows
Powerful Service Desk with Easy to Configure GUI
What do you like best about the product?
I love the flexibility this Service Desk tool has given my team. We were using a software that was not as robust and the limitations were painful. Samanage has helped us work more efficiently across our organization and it is very easy to configure. Additionally, the Samanage Implementation team is amazing - they have made the transition to Samanage painless and easy.
What do you dislike about the product?
I wish this tool allowed me to remotely manage my assets (push third-party software updates, install new software, etc.)
What problems is the product solving and how is that benefiting you?
We are using Samanage to track workflows across our organization. We are also using the service desk tool.
Recommendations to others considering the product:
Take the time to watch a full demo with your particular use case in mind, and ask a lot of questions.
Invaluable Helpdesk tool
What do you like best about the product?
Very simple to use interface for both for both admin and users. Samanage has proven to be a great tool for keeping and logging all of our support queries in one central location.
What do you dislike about the product?
Search functionality not always great - not always possible to search for an incident number
What problems is the product solving and how is that benefiting you?
All helpdesk queries and IT support issues are managed through Samanage. We have also made use of the inventory feature which has proved very useful in logging our PC's.
Recommendations to others considering the product:
The team at Samanage do a fantastic job of trialing the system. They regularly talked to us about what we needed and we had a full trial before deciding to go live.
Definitely make use of all their knowledge and help.
Highly recommended
Definitely make use of all their knowledge and help.
Highly recommended
Samanage Administrator
What do you like best about the product?
Service Catalog creation and the ability to add/create new incident tickets.
What do you dislike about the product?
Not being able to automatically assign to another group queue after task completion has been checked off.
What problems is the product solving and how is that benefiting you?
Tickets asset management Inventory control.
All-in-one Service Desk
What do you like best about the product?
I like the ability to manage tickets, both internal and external knowledge bases, changes, inventory, and outages all from one portal. The integrations with Slack and process automation are improving productivity.
What do you dislike about the product?
The verbiage is a little different from most products (Knowledge Base = Solutions), and the formatting is minimal.
What problems is the product solving and how is that benefiting you?
We are now able to manage almost all of our service desk needs from one portal and have been able to improve trust in the department by setting easily trackable SLAs and getting end user feedback through satisfaction surveys.
Samanage review
What do you like best about the product?
I primarily use the help desk and it seems to be working well so far. I do like the email notifications and being able to reply to a ticket via email. This is typically my preference for responding to new tickets.
What do you dislike about the product?
Sometimes the screenshot quality through email is not good enough.
I dislike the menu on the website that pops out of the left hand side when I hover over service desk.
I dislike the menu on the website that pops out of the left hand side when I hover over service desk.
What problems is the product solving and how is that benefiting you?
I am only using the service desk features and our team has become more organized tracking and resolving support tickets. We try to force the users to submit tickets through the application to prevent getting multiple support requests to different people for the same issue.
Samanage is everything you want from a service desk application.
What do you like best about the product?
The Ease of use and organized layout were the eye catching properties.
What do you dislike about the product?
There were some limitations for auto closing tickets with specific wording, but found a work around for now.
What problems is the product solving and how is that benefiting you?
In house clients now have visibility to the status of the ticket and we can respond within the system instead of c/p conversations into the ticket like Kaseya. We are able to search for tickets with ease and create custom reports to help our IT metrics.
Just Shy of Potential
What do you like best about the product?
Overall the software is nice and has a lot of potential, but is currently far from perfect or ideal
-Simple interface
-Email enabled incident modifications make responses from both users and techs to a specific incident easier and cleaner. Allows for users to respond without having to actually log into Samanage itself.
-Editing certain attributes from either the incident view or a list view is nice, though not always consistent or as fully featured as it could be
-Simple interface
-Email enabled incident modifications make responses from both users and techs to a specific incident easier and cleaner. Allows for users to respond without having to actually log into Samanage itself.
-Editing certain attributes from either the incident view or a list view is nice, though not always consistent or as fully featured as it could be
What do you dislike about the product?
-Search Algorithms are supposedly "relevance" based, but searching for an incident number sometimes doesn't even bring up that incident.
-Service Requests on the surface look nice, generally easy to implement automation of common requests, but are incapable of being interrupted or added to (task system of manual incidents isn't part of the 'Service Catalog' request feature)
-Requested features sit for months or longer with little to no update to status, promised time frames on updates seem to sporadically be delivered on (was previously told Q1 2017 we'd get an update to a lot of the Service Catalog related issues I'd presented in a phone conference with a rep - its now June)
-Notifications are not configurable to the user, only administration. As part of a 'group' i get a notification every time something is touched in that queue leading to 100s or more notifications in a day.
-Automated Ticket routing would be nice if it had more customization. Like the Revice Catalog items, there's very limited custom controls allowed in it.
-Service Requests on the surface look nice, generally easy to implement automation of common requests, but are incapable of being interrupted or added to (task system of manual incidents isn't part of the 'Service Catalog' request feature)
-Requested features sit for months or longer with little to no update to status, promised time frames on updates seem to sporadically be delivered on (was previously told Q1 2017 we'd get an update to a lot of the Service Catalog related issues I'd presented in a phone conference with a rep - its now June)
-Notifications are not configurable to the user, only administration. As part of a 'group' i get a notification every time something is touched in that queue leading to 100s or more notifications in a day.
-Automated Ticket routing would be nice if it had more customization. Like the Revice Catalog items, there's very limited custom controls allowed in it.
What problems is the product solving and how is that benefiting you?
Google account sign in SSO works well with the rest of our Google Apps related business. Usability of Samanage is greater than the previous system we used. Looks cleaner. Cloud based access is convenient for techs not at a computer to access/update incidents
Recommendations to others considering the product:
Get a good demo of the product, twice if needed. Ask a lot of questions - involve the staff that would be using the product in the demo so they know what you're getting them into.
Great tool that is easy to manage!
What do you like best about the product?
The customization and ease of use are fantastic, but the best thing about Samange is the support from the vendor. Their response times are incredibly fast and they are eager to help out.
What do you dislike about the product?
Nothing not to like. If I had one knock, it would be based only on the feature set still growing. The team is working to expand capabilities and we are eager to see more.
What problems is the product solving and how is that benefiting you?
Business processes and ITIL workflows are being helped along by this tool.
Recommendations to others considering the product:
Consider the support and community around the tool, as well as the tool.
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