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A Simple, Easy Service Desk Option
What do you like best about the product?
This product has a very intuitive, easy to user interface with lots of options. The improvements Solarwinds has made thus far further improve that experience.
What do you dislike about the product?
The cost, as compared to competition like JIRA Service Desk, is not very entry level friendly. JIRA gives smaller teams a more affordable cost of entry, compared to Solarwinds Service Desk.
What problems is the product solving and how is that benefiting you?
We use it for IT and HR helpdesk applications within our organization. It certainly meets that need.
Recommendations to others considering the product:
Make a true cost comparison with other platforms. If you have a very large team, this may be more cost effective than it is for a small team. At scale, it's likely you'll find some value here compare to the competition (Atlassian's JIRA + Confluence suite, for instance will cost more at scale).
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Gets the job done
What do you like best about the product?
Solarwinds service desk provides a functional solution for IT help desk. My company uses this service for all non-JIRA ticketing. I have found it sufficient for all my needs, with some minor quibbles.
What do you dislike about the product?
I wish there were more options for automation to streamline our workflow.
What problems is the product solving and how is that benefiting you?
More accurate ticket documentation is a definite improvement and effective asset management is a tremendous benefit.
Easy to navigate and learn
What do you like best about the product?
The tool is very easy to navigate and learn.
What do you dislike about the product?
Recent changes to that are made without client notification have been very frustrating. We find changes when something that we use breaks such as our change approver set up.
What problems is the product solving and how is that benefiting you?
capturing data about the type of work that we do for our clients.
Recommendations to others considering the product:
don't rush your implementation. Consider categories carefully
Solid ticketing system, some post-acquision growing pains
What do you like best about the product?
CMDB and Service Catalog make my life easier every day. Overall, Service Desk is a solid product.
What do you dislike about the product?
UI feature updates that make drastic changes without warning, or an option to disable certain new "features". Most hated: the surprise edit mode when you click on the body text of a ticket. Please give us an option to disable this 95% useless feature. Also, I'd like to see more flexibility when searching (returning partial matches when searching configuration items, for example), especially the ability to use Google-style operators like double quotes to search for exact phrases. Maybe I'm missing some info, but documentation isn't that easy to find.
What problems is the product solving and how is that benefiting you?
Helping needy and clueless users get their work done. I love it when I think someone is telling me a lie, and I can easily look up their
SA Manage implementation/review
What do you like best about the product?
Love the ease of use and configuration of the application. SAManage (SolarWinds) has allowed Streetlane to manage service requests in a more easy and structured way to provide our internal clients quicker service
What do you dislike about the product?
SLAs not very intuitive to implement. We are still not fully utilizing all the options available withing Solar Winds Service Desk
What problems is the product solving and how is that benefiting you?
we are now able to get reports from support service requests received by departments and we can identify gaps either in service or in training
Great Product
What do you like best about the product?
Ease of use for end users and admins alike
What do you dislike about the product?
Intermittent disconnects with the portal.
What problems is the product solving and how is that benefiting you?
Change management, ticketing system. Reporting.
totally like to use Samange
What do you like best about the product?
it is all web base, I can easily work at home without any VPN or remote access system. And it is very flexible to configure to fit our need
What do you dislike about the product?
It will not save my last sorting column. For example I usually sort to see the latest incident, every time I close and open the web browser again, it will sort from the oldest incident on the top
What problems is the product solving and how is that benefiting you?
we are using it as our IT service desk, it is very user friendly and also using it with HR for new hire / termination work flow.
Good! Easy to use!
What do you like best about the product?
The customization options for the client. Makes it easy to give the client the right needs
What do you dislike about the product?
The allowance for integration with other systems
What problems is the product solving and how is that benefiting you?
Setting up custom solutions
Recommendations to others considering the product:
Allow for greater variation when a company would like to integrate with other ticketing and solution systems like Acello.
Great service. Does just what I need it to.
What do you like best about the product?
It is easy to use and there is nothing complicated about it. Everything is straight forward and the support team is awesome!
What do you dislike about the product?
I wish there would be more customization for us end users. Not sure if this is an administrator thing, but I would like to have the option to add my own categories and sub categories. Also I wish when users submit incidents, it automatically inputs their location and department. (Although this may be an administrative setting that I do not have access to).
What problems is the product solving and how is that benefiting you?
One of our main problems is Asset management. With this, we can easily see the life cycle of a computer and add a date on when to replace it. What is also beneficial is that we can also see the user of that machine.
Great core value with continual improvement
What do you like best about the product?
SaaS, having the Service Desk as software as a service has freed up our department to focus on production related projects.
What do you dislike about the product?
Saas, having the Service Desk as software as a service has sometimes required patience as roll-outs lacked basic functions such as Filter and sort.
What problems is the product solving and how is that benefiting you?
The software has freed up our department to focus on priority functions allowing us to complete more projects in a timely fashion.
Recommendations to others considering the product:
Great core functions with a push to continual enhancements
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