SolarWinds Service Desk
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Easy accessible helpdesk
What do you like best about the product?
Very easy to organize helpdesk system.
Good custom dashboard with relevant metrics.
Fast user adoption in organization.
Small learning curve for new employees
Easy automation through workflows.
SAManage has been easy to reach and also good at setting up training sessions for various integrations.
Integrations with online identity management systems.
Good custom dashboard with relevant metrics.
Fast user adoption in organization.
Small learning curve for new employees
Easy automation through workflows.
SAManage has been easy to reach and also good at setting up training sessions for various integrations.
Integrations with online identity management systems.
What do you dislike about the product?
Not really anything to dislike. Serves it's purpose well. Perhaps more design options would be great.
What problems is the product solving and how is that benefiting you?
Had a small organization unused to helpdesk system. Chaotic onboard processes for new employees and lack of metrics. SAManage was easy to implement, helped us getting our onboard process on track with workflow and validation from right parties. Same with service catalog where processes for requesting software is now automated and validated by appropriate managers.
Recommendations to others considering the product:
Dig into the workflows right away.
Wonderful helpdesk experience but could use some improvements
What do you like best about the product?
Incidents view, computer inventory, the email alerts and being able to set up approval workflows for recurring tasks.
What do you dislike about the product?
Reporting portal is missing a lot of depth. Very hard to get a decent looking report for exactly what your boss is asking to report on.
What problems is the product solving and how is that benefiting you?
Building a wiki or knowledge base to improve FOH employee's training so that we're not flooded with the same questions on a daily basis. Ability to see exactly what is going on with any ticket at any given time.
Recommendations to others considering the product:
Attend the live training sessions in your area, it helps to get a lot of questions answered as well as express issues to their team.
Still new to the product, highly impressed so far
What do you like best about the product?
I've used multiple Helpdesk softwares in the Higher Education sector including, LanDesk, OTRS, BMC Footprints and EasyVista. Our last ticketing system was OTRS, an open-source freeware. We were a bit skeptical about moving forward with Samanage due to the cost but after we saw the overall workflow, features and ease of use, we knew it was worth every penny. The inventory is a huge piece, now we can truly document and know where our assets are rather than trying to keep up with a paper copy. The look and feel of Samanage is great and our technicians love it.
What do you dislike about the product?
I'm still knew to the software but I honestly have not seen anything truly negative or anything I really did not like. We've received nothing but great customer/sales support along this whole journey. They only negative I can truly think of is not on Samanages part but just the amount of work/training on actually switching ticketing system for +60 technicians and close to 8k customers. Once it all shakes it we will be in great shape.
What problems is the product solving and how is that benefiting you?
Although we have not implemented these yet, I can already tell the Service catalog and Knowledge base will both be extremely beneficial to our service. In the past, we never really offered either of these. The inventory process will obviously benefit greatly as well.
Clean, Intuitive, Cloud solution for Asset Management and Help Desk
What do you like best about the product?
The Contracts feature is my favorite, as I am responsible for software tracking and maintenance renewals. Managing this information in Samanage with purchase orders, renewal dates & reminders help make this process a lot less of a headache and allows me to create a one-stop shop.
What do you dislike about the product?
Some of the bugs like losing your filtered view after editing a record. The plus side of these annoyances is that Samanage is constantly updating and is very responsive to support inquiries and open to feature requests via the community.
What problems is the product solving and how is that benefiting you?
We are solving a lot of asset management woes with having the agent in our image. Adds that extra layer of live asset tracking visibility that is vital in conjunction with physically tagging and assigning the asset to an end user.
Samanage rocks!
What do you like best about the product?
Ease of use, the ability to create work flows with requests, projects etc. The product is automatically updated, new features are applied to the system.
What do you dislike about the product?
At the moment reporting, would like to see better reporting capabilities. I know there are a lot of new features coming soon, reporting being one of them. No integration of google address book, would love to see user account information in sync with the google address book.
What problems is the product solving and how is that benefiting you?
We were able to create work flow for our roll out process with new equipment. In the past it was very messy with forms etc. Now everything can be completed online showing a full history and timeline. Easy to track assets and their life cycle.
Recommendations to others considering the product:
I recommend investigating a means of automating user account information.
Samanage gets a thumbs up from me!
What do you like best about the product?
feature and function simplicity. This is a great all in one ITSM package that delivers on all the important elements you would expect.
What do you dislike about the product?
limited self-service portal customization's and no email capability to send PO's directly to vendors from within the app. Also, currently no notification customization.
What problems is the product solving and how is that benefiting you?
We need an inexpensive helpdesk solution. This helped us track, trend and organize our work more efficiently.
Recommendations to others considering the product:
For a small to medium sized business looking for an inexpensive ITSM solution, Samanage will do a great job serving that need. The product is solid and I am looking forward to the addition of new product features in the coming years.
I have considered Samanage a prt of my IT support team since going live.
What do you like best about the product?
I like the feature set and how easy it is for my users and my team to use the tool. We are finally starting to use it fully, and I am hopeful that it will improve our effectiveness in other areas.
What do you dislike about the product?
The cost, just b/c I need toi justify, but even that being the case, I think it is a bargain.
What problems is the product solving and how is that benefiting you?
Internal IT support. Increased satisfaction of customers and better visibility to management of what my team does.
Recommendations to others considering the product:
Run the trial, ask questions and you will be happy. And set time and energy to configure it right and it will pay dividends.
SamanageReview
What do you like best about the product?
All online, easy to manage. We also love that fact we can print labels from this to use on the devices.
What do you dislike about the product?
We think the cost of this software is a bit too high. We only use the inventory part and this should be a stand alone product.
What problems is the product solving and how is that benefiting you?
Inventory of computer hardware and devices. this software makes it super east to do this kind of thing.
Inventory Management and Integrations
What do you like best about the product?
I really like the interface for inventory management a lot. It's primarily what we use with Samanage and it's clean, easy to navigate and a lot of sorting and reporting options. I was also pleasantly surprised at how well that translates on mobile phones and tablets. It's still very clean and navigates how you would expect it to. It was obviously developed by someone who has used this and similar products before so they understand the workflow and bring that into the development of the design's UX.
I also think the contract section is quite useful. Particularly for small and medium sized businesses where you are purchasing hardware and service contracts throughout the year. Remembering those dates is not always easy and the notification system tying into it is quite nice.
We have a pretty active Zendesk installation and use it for our ticketing. Samanage has an asset application that plugs into Zendesk as well and it seems to work pretty well for tracking machine maintenance and issues.
I also think the contract section is quite useful. Particularly for small and medium sized businesses where you are purchasing hardware and service contracts throughout the year. Remembering those dates is not always easy and the notification system tying into it is quite nice.
We have a pretty active Zendesk installation and use it for our ticketing. Samanage has an asset application that plugs into Zendesk as well and it seems to work pretty well for tracking machine maintenance and issues.
What do you dislike about the product?
I don't really have much that I don't like about Samanage. The system seems to run pretty cleanly. I do wish they had a native SSO component or a simple way to integrate with Active Directory for user accounts like Freshdesk does. That's probably the only thing I could wish for in a product. For SSO currently you have to use a 3rd party to handle the integration. Too many steps. They should cut out the middleman and add an application that you can install to a DC and keep the directory in Samanage up to date.
What problems is the product solving and how is that benefiting you?
Asset management and contracts are the primary business functions we are solving using this product.
Recommendations to others considering the product:
Definitely get a tour of the software. They are good at showing you everything but go in armed with questions. The more questions the better. If they don't know the answer, they will find out for you promptly.
I had no issue with Samanage my company was cutting costs
What do you like best about the product?
It is very simple to use ,setup and maintain. The cost of the software with everything you get is a deal. I like how easy the interface is to use and how easy it is to explain to others how to use.
What do you dislike about the product?
I did not like how little reporting there was. I would like to have seen a more detailed report on the service desk side and on the inventory pieces.
What problems is the product solving and how is that benefiting you?
We used the software to get an inventory of all the equipment in the field and to figure out exactly what hardware we had in use. We realized now that the software cost and the benefit did help our IT team get a good grasp on the situation in the field.
Recommendations to others considering the product:
We moved to a free solution. I recommend Samanage over ANY free solution I wish we would of stayed with them and continued to grow the product.
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