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Makes serving our clients manageable, efficient and effective to provide the best results.
What do you like best about the product?
I enjoy the organizational aspect found in samanage such as the notifications, history of the discussion related to the original issue, and the approval process. I also think the reporting tool is very neat in assessing certain analytics.
What do you dislike about the product?
I do not like how the tabs moved to the bottom, I thought it was more user friendly on the side where it was before.
What problems is the product solving and how is that benefiting you?
We are solving things from 'upload this document' to 'this report is broken' . It is beneficial that you can attach multiple documents to almost anything. It keeps history of everything completed so the less common errors, I can go and look at how they were resolved.
Recommendations to others considering the product:
If you are wanting an organized and effective way to communicate issues between you and your clients, I recommend looking into Solar Winds Service Desk. It sends email notifications between the two parties, keeps history of every thing, and offers an analytical tool for each IT user.
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SolarWinds Service Desk, Previously Samanage
What do you like best about the product?
Clean interface and responsive support teams and developers. High customization options allowing an agency to enable the features they want to use without being cluttered with features they don't.
What do you dislike about the product?
Reporting has been updated a few times adding functionality but can still use some TLC.
What problems is the product solving and how is that benefiting you?
We use SolarWinds Service Desk for all IT related requests but have recently began using it for our Marketing and Legal requests as well to manage any requests from our internal staff.
Recommendations to others considering the product:
SolarWinds recently acquired Samanage and re-branded it SolarWinds Service Desk. One of the larger benefits I have seen while using this software is the flexibility to use what you want in it. For a while we only used the incident management piece of the software, then expanded to incorporate the asset management piece, which ties into the incidents nicely. We decided to incorporate the Change Management module after about two years later all without needing support from an engineer from them. The environment is easy to customize to what you need.
Real assistance that makes my life easier
What do you like best about the product?
Samanage (SolarWinds Service Desk) completely changed our incidents and staff structure, expanded our feature set and ultimately helped us increase the capabilities of our customer support and information management on the support side. We were really impressed with the import capabilities and admin capabilities provided right out of the gate.
What do you dislike about the product?
We really haven't had many dislikes, but if we are being picky we would like a better price point as it is costly for school districts to keep when free options are out there and being pushed to stretch our district budget further!
What problems is the product solving and how is that benefiting you?
We have solved our workflow issues with our ticket system and controlling who actually sees the tickets and keeps our techs on task with only assigned work.
Great system for handling most any IT support group need
What do you like best about the product?
I like the ability to track work requests at a granular level, receive notifications when customers have made updates, see when there are "unseen" updates, and the ability to build forms and workflows that match each type of work.
What do you dislike about the product?
Incidents list items are not ordered consistently ; I'd really like the list to stay the same so that I'm not trying to search through it to find the grouping I want. Two features I'd like would tasks available on all types of tickets and also some project management/prioritization functionality.
What problems is the product solving and how is that benefiting you?
The system solves the difficulty we once had with tracking requests. It has dramatically improved our efficiency and communication with end users.
Recommendations to others considering the product:
If you want a system that gives you the ability to fully manage a support shop, this is the tool for you.
SolarWings Service Desk
What do you like best about the product?
Ease of use, service desk ticketing system, device integration, incident tracking, customer satisfaction. The application makes it really simple to generate and track any open tickets. Likewise, when a ticket has been completed, I can go back and view my resolutions in case a similar issue arises in the future. The software is also beneficial when trying to determine the hardware configuration of the device it is installed on. For example, if I have a user who needs to upgrade/install more RAM, I can go into the hardware configuration for the device and see exactly what kind of RAM they need
What do you dislike about the product?
There is currently no Windows Installer package available. I'd like to install the agent via GPO yet the only supported installation method is through a logon script. The Logon Script works well if all users in our domain are assigned as Local Admins; however, for security purposes, it doesn't make sense to do that. So, to install the agent on all computers, I need to remote in or go to the user's computer/workstation and input my credentials. As you may guess, this can become very tedious.
What problems is the product solving and how is that benefiting you?
Ticket management, hardware configurations, risk allocation, pending tickets. The benefits of the software definitely outweigh the cons. It has been a vital asset to me and indirectly to my users. They are able to track their tickets and I can keep track of any pending tickets I have in the service desk.
Recommendations to others considering the product:
Use it, it works
Decent out of box ticketing system. Terrible support.
What do you like best about the product?
Clean, modern UX with lots of handy features out of box. Easy set up and quick deployment!
Great statuses, pretty user facing portal.
Consolidated place for all my tickets.
Great statuses, pretty user facing portal.
Consolidated place for all my tickets.
What do you dislike about the product?
Support is atrocious. Less than 60 days into my engagement with them, their mail server started bouncing my users email submitted tickets, and its taking them 2 weeks + to resolve. No SLA's or any shared information. Escalation path took a week to engage. Worst support I've ever had.
Not a ton of customization possibilities.
Minimal email settings, especially around notifications.
Cannot rename "Incidents" to anything else.
Kinda hard to add/change ticket CC fields.
Not very self serve, antiquated sales process
I still have not been able to get their ticket close reviews to work.
Integrations are VERY SolarWinds oriented.
Not a ton of customization possibilities.
Minimal email settings, especially around notifications.
Cannot rename "Incidents" to anything else.
Kinda hard to add/change ticket CC fields.
Not very self serve, antiquated sales process
I still have not been able to get their ticket close reviews to work.
Integrations are VERY SolarWinds oriented.
What problems is the product solving and how is that benefiting you?
Centralized location for all IT, HR, & Facilities tickets.
Great mobile app.
Quick responses and easy to manage workflows + statuses.
Great mobile app.
Quick responses and easy to manage workflows + statuses.
Recommendations to others considering the product:
Try monthly before signing anything annual. Test their support & ticket reviews first.
See if they offer the right email settings for you.
See if they offer the right email settings for you.
Solar Winds Service Desk Simplifies IT needs.
What do you like best about the product?
With Service Desk provides us the ability to keep track of user issue in an easy to use interface which also allows for easy creation of FAQs and a Solutions Database. Our users are able to submit incidents via email and are able to track submitted incidents in their own Service Desk portal. Overall, Service Desk is easy to use, provides many options, and has good reporting tools. We are able to easily manage submitted incidents, eliminate simple tasks, and resolve incidents faster for our users.
What do you dislike about the product?
Solar Winds Service desk will sometimes delay displaying Incidents that users have created via email.
Service Desk Inventory will auto-populate printers. So when you have a shared network printer, it will show in the inventory once per every user that has access to it.
Service Desk Inventory will auto-populate printers. So when you have a shared network printer, it will show in the inventory once per every user that has access to it.
What problems is the product solving and how is that benefiting you?
Solar Winds Service Desk has helped us keep track of our inventory and providea higher level of support by allowing us to resolve submitted incidents quicker using our growing Solutions Database.
Great for small to midsize company ( ~200 employees)
What do you like best about the product?
Groupings, Cataloging, The ability to create categories for incidents
What do you dislike about the product?
not very intuitive, you have to tell it how to do everything
What problems is the product solving and how is that benefiting you?
None at the moment, but with Solar Winds taking over, I can see a lot of application with integration of existing technologies
Recommendations to others considering the product:
Know what categories or what groups of people you want to have so that you can be prepared when implementing.
I work Daily in the application and Love it
What do you like best about the product?
I love the solutions, how system automatically give possible solutions for the issues
What do you dislike about the product?
How voicemail tickets come. I would love the system to prompt for the name then reason for the call
What problems is the product solving and how is that benefiting you?
We the product for all medical and technical issues our users are having. It allows a seamless communication
Great product, easy to use, great reporting
What do you like best about the product?
Reporting is great and we love the satisfaction surveys. It gives us great insight into how we're doing and where we need to improve.
What do you dislike about the product?
I wish the search function were a little more refined. Finding closed tickets can sometimes be difficult. Better filters would be very helpful.
What problems is the product solving and how is that benefiting you?
We've used SolarWinds Service Desk for our IT team for years. When our Customer Success team started looking for an issue tracking solution, we just pulled them into our SolarWinds application. They can now track issues and performance much easier.
Recommendations to others considering the product:
The onboarding process was great. The SolarWinds techs were very helpful in getting things setup for us. We had a lot of questions and they were able to address everything pre-sale.
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