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Great asset management tool
What do you like best about the product?
It is a powerful point of contact between the service provider and the users to manage incidents. I like the Service Desk Live Chat.it is great Automate IT asset management
What do you dislike about the product?
The UI and search function can be improved for better experience
What problems is the product solving and how is that benefiting you?
Solarwinds service desk is used for handling incident tickets for customers. With the agent, I am able to see and monitor software, hardware and peripherals connected to the computer.
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User Friendly
What do you like best about the product?
User friendly, easy setup and little no IT support
What do you dislike about the product?
Changes to the setup sometimes disrupt our work flow
What problems is the product solving and how is that benefiting you?
one stop contact for payroll related questions for our organization
Recommendations to others considering the product:
Great incident management and service desk
SolarWinds Service Desk - My Take
What do you like best about the product?
I like it for managing our service tickets. For our team of three, it is a great way to track, update, and assign priority to issues.
What do you dislike about the product?
I wish we could tailor it a little bit more to our exact needs. it seems like more of a "here it is" type of product.
What problems is the product solving and how is that benefiting you?
We use it for issue management. We can see each other's tickets and help out if necessary. It is also good to use for problem history. We can't document everything we do, so sometimes we use it to problem solve.
A user of Solar Winds Samanage Service Desk
What do you like best about the product?
Ease of use and visibility. When setup to service your clients, it's a very easy to use ticketing system. Setup in almost a spreadsheet like view, tickets are easy to work with.
What do you dislike about the product?
Some of the reporting needs to be easier.
What problems is the product solving and how is that benefiting you?
Ticket tracking as well as areas of more need. Being able to build reports designed to automate operations and solve problems globally.
Recommendations to others considering the product:
Great product for incident management. Easy to use and lots of reporting options including bar graph and pie charts.
Easy to use Service Desk for IT Teams
What do you like best about the product?
Plenty of information available at my fingertips.
What do you dislike about the product?
There can be inaccuracies due to the agent reporting old software
What problems is the product solving and how is that benefiting you?
Proper incident management. Benefits being better asset management.
Samanage: Easy to use, reporting needs some work
What do you like best about the product?
Very easy for my technicians to use. Layout is fairly straightforward and easy to navigate.
What do you dislike about the product?
Some customization options are limited in ways that don't make sense. Reporting functionality needs work- it takes a lot of effort to get useful data out of it.
What problems is the product solving and how is that benefiting you?
We are better able to keep track of the tasks we have on hand and stay in better communication with our userbase.
The Best so far.
What do you like best about the product?
Real-time, User Friendly. The social media vibe using the comment section and notification for communication makes it a lot easier to communicate and document the case.
What do you dislike about the product?
Auto Refresh, it will help a lot. we are using 3rd party for the autorefresh. Yes, there's a notification that there's a new ticket but we still have to refresh in order to see it.
What problems is the product solving and how is that benefiting you?
We are resolving pretty much everything, from HR to Legal and especially IT. A centralized solution provides us faster and more liquid collaboration and resolution for every issue the company needs.
Recommendations to others considering the product:
Explore, There's a lot of features the system has to offer. No downtime so far and the support is fast and reliable.
Get ServiceDesk
What do you like best about the product?
I was pleased with the SolarWinds Rep during the initial request for information. The Rep was very professional and attentive to the needs that ServiceDesk will solve for the company. I like that SolarWinds allows a free trial of the product before purchasing to get a real feel of how it works and it's capabilities. The support of the onboarding staff is unmatched, they provide you with plan, many information sources, and excellent customer service.
What do you dislike about the product?
Not necessarily a dislike, but getting confused as where a particular feature is when performing the initial setup.
What problems is the product solving and how is that benefiting you?
Constantly updating Excel worksheets to track inventory and changes. Having a central location for IT request for the IT team, rather than combing through emails. I'm confident that our change management will be nearly flawless for our SOC2 audit.
User Friendly
What do you like best about the product?
Incident management is the best feature, in my opinion. This is something we desperately needed, and the ease of use made our end users adapt quickly.
What do you dislike about the product?
My least favorite, but potentially most helpful feature is the asset management piece. I feel the inventory functionality could be a little easier to use.
What problems is the product solving and how is that benefiting you?
We are using this platform for change management, incident management and much more. Our biggest benefit aside from better incident management is how it has assisted us with organizing our change management process.
Recommendations to others considering the product:
Great solution!
SolarWinds Service Desk Initial Review
What do you like best about the product?
Easy to use interface. Quickly presents relevant information in a customizable fashion.
What do you dislike about the product?
The menu system, going between the "setup" menu for global settings and other areas of the servicedesk are a bit confusing to me.
What problems is the product solving and how is that benefiting you?
A standardized change management system is something we never had in the company. We are communicating better and accomplishing more in less time.
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