SolarWinds Service Desk
SolarWindsExternal reviews
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Great workflow but poor reporting
What do you like best about the product?
Workflow of the product is great. Customer support is easy to work with. Implementation was smooth.
What do you dislike about the product?
Reporting is not as advanced as it should be. Takes a long time to get to reports we need.
What problems is the product solving and how is that benefiting you?
Less time to create/resolve tickets because of ease of use.
Samanage is great!
What do you like best about the product?
I like the consolidation of our tickets across multiple clients. It's very easy to keep track of all of our sites.
What do you dislike about the product?
It would be nice if when a new ticket came in if samanage gave a notification sound (or an option to do so). It would also be nice if maybe samanage implemented an auto refresh option after a certain amount of time so a manual refresh of the page would not be necessary. This would allow us to view tickets as they were coming in without manual refresh.
What problems is the product solving and how is that benefiting you?
The consolidation is awesome! All of our clients tickets come to one page! That means so much to me being an IT Help Desk Technician. I also love the filter setting if I need to revisit tickets according to whatever parameters I choose.
Samanage, first year
What do you like best about the product?
Web interface is a simple, clean design, makes for easy navigation.
What do you dislike about the product?
Interface has an issue with IOS. Not retro working for older systems. Barely readable i pre- IOS9 devices. Mobile app needs more development on the interface side.
What problems is the product solving and how is that benefiting you?
Numbers for immeasurable values are very important for reporting. It helps the numbers folks think they are measuring something.
Recommendations to others considering the product:
Try a demo first.
Supporting through Samanage
What do you like best about the product?
The thing i like the best, is that it gives a good overview on problems different users have.
It is also designed pretty intuitive, so it is easy to start using.
It is also designed pretty intuitive, so it is easy to start using.
What do you dislike about the product?
The deployment is a bit annoying, since you cannot download the agent from a portal user.
What problems is the product solving and how is that benefiting you?
Im solving on site problems with the help of Samanage, through a service desk ticket system.
Recommendations to others considering the product:
Samange is a good addition for the IT-supporter and it gives a good overview of the incidents (Both small and large) of the users.
It is also useful for databasing serial keys, and having a inventory list, even though this part needs more work from the administrators.
It is also useful for databasing serial keys, and having a inventory list, even though this part needs more work from the administrators.
Work management that is readily configurable
What do you like best about the product?
Very easy workflow builds. Samanage has a very good, economically effective pricing model as well. My team likes the cloud-based solution
What do you dislike about the product?
It's not as intuitive to an end user who is not knowledgeable of ITIL concepts. Lots of categorization needs understood.
What problems is the product solving and how is that benefiting you?
We have had many issues with really comprehending where our IT budget was being spent -this gives us the ability to have visibility.
Great solution for the mid-sized business IT department needs
What do you like best about the product?
The Samanage management agent is easily rolled out via group policy and collects a serious amount of data on existing systems; the help desk portal is very intuitive, they've made great strides in adding functionality with workflow and task assignments and it's so easy to customize for whatever needs your IT departments need. We've incorporated on-boarding and off-boarding, employee transfers and promotions workflows, adding in appropriate users in HR, Finance, Training, Facilities and IT so we have a consistent way to process on-boarding and off-boarding across the company without relying on spreadsheets and email chains. Hardware requests, loaners and other items can be easily requested, tracked and accounted for without relying on paper sign-out sheets.
What do you dislike about the product?
Support can sometimes be slow, and there may be some AWS issues from time to time with lag. At one point the had ads in their chat client that's part of the program that's always on, but that seems to have been taken care of.
What problems is the product solving and how is that benefiting you?
Help Desk Tickets via the webportal or email are great for our mobile workers.
On-Boarding and Off-Boarding using workflow and task assignments have helped us make sure all the appropriate steps are taken to get employees up and running or off the books. Our HR and Finance departments like the task assignments and notifications so they're not hunting down information or looking for spreadsheets.
On-Boarding and Off-Boarding using workflow and task assignments have helped us make sure all the appropriate steps are taken to get employees up and running or off the books. Our HR and Finance departments like the task assignments and notifications so they're not hunting down information or looking for spreadsheets.
Recommendations to others considering the product:
Take their 30-day trial offer and see how well the inventory, ticketing, workflow and CMDB are. I've used a lot of different programs from Remedy to Track-It, Kaseya, Blue Dolphin and the like, this is one of the easiest to use, administer, train employees to use and not have to worry about missing SLAs.
Great product- and excellent after sales support
What do you like best about the product?
Excellent product with easy to use interface. Maps to ITSM process
What do you dislike about the product?
Requirement for a separate identity provider
What problems is the product solving and how is that benefiting you?
Implemented a new IT service desk portal for our team.
Particularly like the knowledge base aspect of the project.
It's early days in our implementation so we've yet to see the full benefits.
Particularly like the knowledge base aspect of the project.
It's early days in our implementation so we've yet to see the full benefits.
Samanage
What do you like best about the product?
Just implemented and it is great! Great User Interface and easy to use!
What do you dislike about the product?
No ability to auto generate categories in ticket.
What problems is the product solving and how is that benefiting you?
Ticketing.
Robust ticketing system
What do you like best about the product?
Ability to attach related tickets, add participants, attach screenshots, spreadsheets, etc.
What do you dislike about the product?
Nothing that I can think of, at the moment.
What problems is the product solving and how is that benefiting you?
Resolving tickets. Improves quality of deliveries.
Great all in one solution
What do you like best about the product?
I just love how with one system the service request can be managed, updated, tracked, communicated through and processed - all with on system. And then for record keeping reasons we're able to see the progress and history of the problem with chat functionality.
What do you dislike about the product?
Being that I've only been using it on the side of the one being helped I haven't found anything that I dislike.
What problems is the product solving and how is that benefiting you?
As far as me being able to continue to get work done and communicate efficiently using Samanage it just helped keep the work flow going while the whole issue was being resolved and tracked elsewhere.
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