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SolarWinds Service Desk

SolarWinds

Reviews from AWS customer

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External reviews

727 reviews
from

External reviews are not included in the AWS star rating for the product.

    Ivan O.

A truly easy to use help desk application

  • June 20, 2019
  • Review provided by G2

What do you like best about the product?
When your company grows in size the problems grow to, keep them in line with SolarWinds Service Desk, a truly easy to use and implement and low learning curvature.

Keep records of the most requested issue, verify the ticket status in real time, and all the KPI used in ITIL in order to improve customer satisfaction.
What do you dislike about the product?
This solution comes from the future, easy to use, easy to set up, easy to implement but users complain of his design and they are right. at the of opening an incident, the page looks old and the design it's congruent looks old everywhere.
What problems is the product solving and how is that benefiting you?
ITIL Solution for Help Desk, KPI, Administration of time and resources.
Recommendations to others considering the product:
If you are looking for a tool to keep your IT resources in good shape or if you have a large number of requests and you have no idea which issue solve first, this tool would make the IT administration easier.

    Sadie L.

Great little ITSM

  • May 24, 2019
  • Review provided by G2

What do you like best about the product?
This is an extraordinary ITSM. We have been with them for a long time and have watched them develop. They have a great deal of the highlights of the enormous name frameworks yet without the mind-boggling expense. On the off chance that you are searching for an ITSM that will take care of business here it is. While it doesn't have all the extended highlights of a portion of the enormous frameworks it has resource the executives, change the executives, occurrence the board and an administration index which is all you truly need to begin. In addition they have mixes with different stages like slack for interating with your tickets. Generally a decent decision for an ITSM
What do you dislike about the product?
The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity?
What problems is the product solving and how is that benefiting you?
They have been an incredible accomplice to work with twisting around in reverse to suit us in our mergers and acquisitions as we united inhabitants and imported and sent out information. They tuned in to our input and joined a portion of our thoughts into their last item too. They are an organization that will work with you to take care of business the manner in which you need it done.
Recommendations to others considering the product:
Overall, Samanage has been a great asset to our support team but we are hoping to see some improvements this year when it comes to permissions for viewing Solutions and also organizing solutions on the Help Desk Portal in a manner similar to how the Service Requests are displayed. I should note that since this is a SaaS solution, we instantly see improvements and features being added and the community.samanage.com site is very active.

    Construction

Easy to use, great service

  • May 21, 2019
  • Review provided by G2

What do you like best about the product?
Samanage has been great, implementation was very organized and our users love the platform's ease of use. The support team is fantastic and readily available whenever we have questions.
What do you dislike about the product?
Please add a projects section! Our team would love to have all of their work in one place.
What problems is the product solving and how is that benefiting you?
User accessibility and ease of use!
Recommendations to others considering the product:
Samanage has been great, implementation was very organized and our users love the platform's ease of use. The support team is fantastic and readily available whenever we have questions.

    Kenneth L.

Ticket tool made for the IT Supporter

  • May 08, 2019
  • Review provided by G2

What do you like best about the product?
Samanage is an easy application to use and get started with. The learning curve is nothing crazy while there's a lot of features available. There's often improvements to the application due to a good community where people can share requests etc. There's good options for creating self service forms and more and you can tweak them to a certain extend. It's easy to create a filter for the tickets in your organization and it's in general very intuitive.
What do you dislike about the product?
The creation of the Service Catalog could have more options. You can create fields that's dependent on the users decision but it's only available once making the field dependent on one field.
The support is in general good and instant via a chat function, but for challenging questions can take time to get help with.
What problems is the product solving and how is that benefiting you?
We needed an application to support our users and track the work we do. Samanage do the job and has also helped us streamlining our working methods by using self service requests, knowledgebase etc. We can track what we have done in the past and create solutions directly from a ticket.
Recommendations to others considering the product:
The software is very intuitive and pretty flexible but you have to decide if you can live with an application that in some ways only will be semi-flexible. The UX design prevent you to program yourself. Test the software a lot and make sure it will fit your needs.

    Computer Games

Incredibly easy to use and friendly UI.

  • May 03, 2019
  • Review provided by G2

What do you like best about the product?
I loved the deploying agent that allowed me to simultaneously scan all my assets in house. The UI is extremely clean as well.
What do you dislike about the product?
Nothing so far. The product has been great.
What problems is the product solving and how is that benefiting you?
Asset inventory and update management.

    sasha h.

Cloud based asset management solution

  • May 02, 2019
  • Review provided by G2

What do you like best about the product?
Samanage is highly reliable and secure. It has a self-service portal too. It provides risk detection and has a tailored dashboard too.
What do you dislike about the product?
Samanage does not provide third party integrations. It also lacks collaborative tools and projections. It also does not provide multi0-channel management.
What problems is the product solving and how is that benefiting you?
Samanage has a built-in warranty sync. It also provides drag and drop strip. It has a tailored dashboard. It has efficient reports too.

    Machinery

Great solution that is always adding on.

  • April 12, 2019
  • Review provided by G2

What do you like best about the product?
Great and simple solution that is always adding new features.
What do you dislike about the product?
My biggest gripe is that the Incidents page does not auto refresh. I currently use a browser add-on to do this, but it would be nice to be able to set the page up to auto refresh or notify you of updates. And while its been about a year since I last last used the app, I didn't care for the Android app.
What problems is the product solving and how is that benefiting you?
Change Management was the biggest solution we solved.
Recommendations to others considering the product:
I don't think Samanage is Large Enterprise grade, but is probably perfect for Small or Midsize companies or perfect for companies starting out with these types of solutions. But Samanage is constantly expanding their offerings and adding features.

    Brian G.

I like Samanage

  • April 12, 2019
  • Review provided by G2

What do you like best about the product?
The ticket measurements as well as the ticketing software itself.
After defining Departments/ Categories, etc... it works great
What do you dislike about the product?
I don't like discovery piece. its cumbersome and seems not to work very well.
Also, I don't like that I have to use a 3rd party software to 'shadow' the computers. I also dont like the BOT. The response time is too long.
What problems is the product solving and how is that benefiting you?
SLA's are down. We also can see which department submits the most tickets.
Management is able to visualize what IT truly does. This is also a great tool to justify the existence and possibly more capital expenditure.

    Tim L.

Samanage in our IT department

  • April 11, 2019
  • Review provided by G2

What do you like best about the product?
We like the helpdesk and also like and use the inventory control. Samanage was easy to setup and use. It does use a third party to implement our active directory and that had a few issues that OneLogin fixed. I would rather deal with just Samanage.
What do you dislike about the product?
We wish the user rating system was better. Currently it is only a thumbs up or thumbs down on the user satisfaction feedback. We would like a scale of say 1 to 5. Life happens and once in a while a user will just give a thumbs down.
What problems is the product solving and how is that benefiting you?
We never had a help desk so there was a lot of calls, paging and email. As users learn to put in a ticket, our department is running more efficiently. Also our medical inventory program was not very good at inventory control and so far we like the Samanage inventory interface.
Recommendations to others considering the product:
It will make your department more efficient and have the ability to prioritize all the help desk requests.

    Insurance

Excellent user friendly interface could use more robust advanced features

  • April 08, 2019
  • Review provided by G2

What do you like best about the product?
- User friendly interface
- Easy to administrate with easy to build catalog items and workflows
- Generating reports is straight forward
What do you dislike about the product?
- AD integration wasn't the easiest
- Everything is classified as a incident
- Lack asset inventory to allow equipment tracking and checkouts (laptops, hotspots)
What problems is the product solving and how is that benefiting you?
No built in asset tracking for equipment checkouts.

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