SolarWinds Service Desk
SolarWindsReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
727 reviews
from
External reviews are not included in the AWS star rating for the product.
SolarWinds Service Desk (formerly Samanage)
What do you like best about the product?
The ability to edit comments is very useful. It's great to be able to strip out unnecessary text, or to correct mistakes without having to generate a new posting.
What do you dislike about the product?
Unfortunately, many things.
> No automatic refresh of queue
> Limited HTML or color in comments.
> No native ability to turn tickets into purchase orders.
> Bland, sometimes hard to read skin, with horrible sizing and placement of fields.
> Custom fields with very limited application
> Limited automation.
> No automatic text insertions with automation
> Device inventory without search window
> Need to scroll to top of queue to get to filter options
> Solutions need better / different formatting for portal end users
> No automatic refresh of queue
> Limited HTML or color in comments.
> No native ability to turn tickets into purchase orders.
> Bland, sometimes hard to read skin, with horrible sizing and placement of fields.
> Custom fields with very limited application
> Limited automation.
> No automatic text insertions with automation
> Device inventory without search window
> Need to scroll to top of queue to get to filter options
> Solutions need better / different formatting for portal end users
What problems is the product solving and how is that benefiting you?
We have been able to better integrate our change management and purchase orders into a single application.
Easy to Start, Tons of Customization Options, User Role Assignements a Little Manual
What do you like best about the product?
SolarWinds Service Desk is a hosted ticketing and asset management system that covers quite a bit of the ITSM field. The integrations, asset management, and ticket management is very easy to understand.
What do you dislike about the product?
Though it takes a bit to set up, one minor complaint is that you seem to have to manage users and their roles within the web page, there isn't an easy way to assign "Service Agent Users" outside of the console, as I would like to do so in Active Directory or similar. The only issue I have had with SolarWinds in general is their sales people are extremely aggressive which can sometimes turn off me, and my leadership, to the company in general.
What problems is the product solving and how is that benefiting you?
We solved for having a minorly functional ticketing system that was not installed or set up correctly in the first place. This product has solved that issue by being a hosted solution that prevents installation and configuration errors in the very beginning.
Recommendations to others considering the product:
Ensure you pick a good Domain name for the service desk site and contact any support as soon as you can for any issues, especially during the trial phase.
Surprisingly easy-to-use!
What do you like best about the product?
I like the ease of creating new views, categorizing the tickets without opening them, and assigning from the main Incidents page.
What do you dislike about the product?
The reporting is quite rigid and the pre-canned reports aren't always what I want to see.
What problems is the product solving and how is that benefiting you?
We are solving inventory management, SLA oversight and multi-departmental use.
Recommendations to others considering the product:
Good value to be had with SolarWinds Service Desk. The ticketing is very easy to use and intuitive. If reporting is high on your list of must-haves, this app is a little lacking but otherwise is a solid product.
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).
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.
showing 201 - 210