SolarWinds Service Desk
SolarWindsExternal reviews
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Great for tickets, changes, asset management.
What do you like best about the product?
Samanage is a great tool for incidents, problems, change management and asset management.
What do you dislike about the product?
It needs some work on reporting and I don't like that "Tasks" are removed from "Incidents".
What problems is the product solving and how is that benefiting you?
Helpdesk/Incident response.
Ticket and Change Management
What do you like best about the product?
Intuitive and flexible. Forum available to offer suggested improvements.
What do you dislike about the product?
Nothing currently, but we have not fully implemented.
What problems is the product solving and how is that benefiting you?
Ticket tracking and Change Management
Excellent IT Tool
What do you like best about the product?
The UI is very user friendly and not too busy. It focuses on what is important and helps unfamiliar users of the application to use it.
What do you dislike about the product?
There are some bugs while editing text in a ticket. I also think it's too many clicks to add a user to a ticket (added via email CC). I wish there was a way to just tag a user in a response so they get notified of it.
What problems is the product solving and how is that benefiting you?
Help Desk ticketing system and KB articles.
Great system, needs better trend reporting to truly shine
What do you like best about the product?
Customization without need to engage external resources
What do you dislike about the product?
Trend reporting is just not adequate for a larger company
What problems is the product solving and how is that benefiting you?
Ease of use and customization. Ticket and workflows are easy to setup and manage.
Recommendations to others considering the product:
Make sure you understand the trend reporting limitations
Very Nice Setup, Getting Better All The Time
What do you like best about the product?
Tickets are very easy to manage and update. There are a lot of customizable options
What do you dislike about the product?
Reporting needs to be better, and easier to work with. Inventory also needs some tweaking, as it's a bit unintuitive.
What problems is the product solving and how is that benefiting you?
We struggled while using a different ticketing system. Samanage has made is a lot easier to keep track of our issues and requests.
A year in and going strong
What do you like best about the product?
The Samanage interface is clean and simple. SaaS based functions mean that when I update a status item that it is updated right away. For service management, there are some handy features such as the ability to leave private comments, or to direct incoming requests based on content/ keywords, or to gather customer feedback in a way that makes it simple to review or query.
What do you dislike about the product?
When it comes to extending the functionality or adding new features, it can be difficult to truly know when something is coming. Case-in-point: we had heard that certain automation features were coming as of a date certain. On said date, our account manager said it was delayed and could be up to a six month wait. Two days later the feature was delivered without fanfare.
What problems is the product solving and how is that benefiting you?
We have a single system for all of our service and asset management. The two functions are largely separate, but they are accomplished within the same system so we don't have to maintain two lists of our users. While integration with 3rd party products isn't what I would call a strong suit, we are getting some of the essential integrations accomplished (with some heavy lifting on the front end. ) We benefit from having ITIL-formatted functions in a single view (Incidents, Problems, Changes, Releases, Solutions, etc.)
Recommendations to others considering the product:
Do your homework. We compared several solutions but went with Samanage based on everything that we reviewed. If the solution has what you need out of the box, great. If you need customization, it could be a tougher decision.
All that, and a bag of chips
What do you like best about the product?
I enjoy that Samanage is easy to use, and very intuitive. It is set easy to set up and can be used almost straight out of the box. The program has a wide range of features that are customizable to any organizations needs.
What do you dislike about the product?
I feel like there are too much customizing needed to be done before implementation of the product. Other than that, I really like the product.
What problems is the product solving and how is that benefiting you?
We had a big issue with our old inventory system, it used to be an excel sheet that was too long for its own good. Using the Samanage Inventory piece, we now know what programs our users are using, and the serial numbers of the computers, and everything that is connected to the computer. This is a huge benefit because it helps make sure that everything is inventoried and accounted for.
Recommendations to others considering the product:
I would highly recommend this product
Growing in their offerings and ability to deliver
What do you like best about the product?
Originally, it was the price and non-profit discount, along with the ease of trying it out. We were just getting started in service management and thought it might help us do it right
What do you dislike about the product?
Either our understanding of service management, or their implementation is making it hard for us to actually get value out of the product
What problems is the product solving and how is that benefiting you?
We've started doing better with our inventory and our purchasing.
Recommendations to others considering the product:
It's hard, but once you're committed, it's hard to change vendors. See if you can try a couple of contenders before committing.
Great Basic Helpdesk Software but lacks automation
What do you like best about the product?
Samanage is one of the easiest to configure products I have seen. Gui is easy to navigate and administer
What do you dislike about the product?
Their lack of detailed reporting and automation workflows hampers the report gathering ability and workflow.
What problems is the product solving and how is that benefiting you?
Samanage helps us track inventory and help desk incidents for our internal users.
Recommendations to others considering the product:
Good basic product. will develop in time
I feel Samanage is easy to use.
What do you like best about the product?
I like the Single-Sign-on app and the Samanage interface
What do you dislike about the product?
It all works pretty well. I have no dislikes yet. We will see once we go live
What problems is the product solving and how is that benefiting you?
Lots of Password reset tickets
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