SolarWinds Service Desk
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Samanage has been a game changer for saving time, organizing support requests, etc.
What do you like best about the product?
We have 200 employees and a support team of only 4 including management. Samanage has been a game changer for saving time, organizing support requests, and improving workflow for our IT Support services. The implementation was easy, including integration to SSO services with OneLogin.
What do you dislike about the product?
Priorities are not customizable and the reporting is not true reporting. It's simply a list of existing tickets with filtering capabilities. Don't get me wrong, the filtering is very deep, but it's not a report. Reports have bar charts, pie charts, columns I can add remove, and KPIs that I report on. For now, I'm stuck with taking info out of Samanage manually and putting into my weekly/monthly reports. Pricing is somewhat competitive but would always like a better deal.
What problems is the product solving and how is that benefiting you?
It's easy to use. Integration to SSO with OneLogin is seamless. Interface is nice and clean. Have never had an outage or performance issues. Computer & software asset management is easy to use and has a lot of great info we use on a monthly basis.
Recommendations to others considering the product:
Spend time with the Samanage implementation team and ask a ton of questions. They seemed very happy to answer all of our questions and if they didn't have the answer, they tried to find it through other sources.
If you're a small support staff, don't use categories and sub-categories that your users are required to fill out. Nobody likes them and they're usually wrong anyway. Make your support team identify what the category was. Otherwise, with a larger staff and more users, categories are likely necessary for routing tickets.
If you're a small support staff, don't use categories and sub-categories that your users are required to fill out. Nobody likes them and they're usually wrong anyway. Make your support team identify what the category was. Otherwise, with a larger staff and more users, categories are likely necessary for routing tickets.
Quick Setup
What do you like best about the product?
I liked the online Videos that hand held you thru the installation and setup of the application.
What do you dislike about the product?
The Reports need some work I dislike the bar graphs
What problems is the product solving and how is that benefiting you?
We are now able to track our work via tickets and auto assign tickets.
Extremely straight-forward ticketing system
What do you like best about the product?
The ability to customize Samanage to your usage is amazing. The ability to create custom states, custom email templates, and SLAs is extremely useful. The overall platform and UX is very easy to use for IT and end users. There is continual improvement and enhancements made to the platform on a monthly, yearly basis.
What do you dislike about the product?
Sometimes it can be hard to pull up a past ticket, if you don't have certain information. Over the years, there has been improvements, so I bet it will continue to get better. There are a few automated features that aren't available, but I'm sure they will have them eventually.
What problems is the product solving and how is that benefiting you?
We use Samange for internal help desk ticketing. It fills the need perfectly, other ticketing systems we reviewed were either too complicated or too simple.
Recommendations to others considering the product:
Knowing how you want your end user experience to be is necessary to accurately find a ticketing system to fill that need. Samanage is flexible enough that it can bridge the gap for a majority of organizations.
Overall Very Good, A Few Refinements Would Make It Excellent
What do you like best about the product?
Asset Management and Helpdesk--and the ability to relate the two. Also, the portal and service requests have been very handy.
What do you dislike about the product?
Implementation of some features such as printer assets (automatically collected vs. editable, and the lack of ability to distinguish single printers installed in multiple locations vs multiple printers) and comment behavior for commenters that are service agents.
What problems is the product solving and how is that benefiting you?
Better tracking of Assets for compliance and risks. Helpdesk is much improved which makes it easier for my users to get help and track the status of requests.
Recommendations to others considering the product:
Familiarize yourself with a demo and learn the ins and outs of the system so you know how to best deploy it.
Great cloud Service Desk platform. Only minor Improvements needed.
What do you like best about the product?
I like how fast the web interface is. It integrates very well with Azure SSO. The Service Portal for none portal users to submit a request is a nice feature. I like how tickets get automatically created and workflows can be created based on the email distro that they were sent to.
What do you dislike about the product?
I wish there was an easier way for a non portal user to submit a Change Request. I also wish there was a way to default the approvers for certain requests from the portal.
What problems is the product solving and how is that benefiting you?
IT Help desk and Change Management.
Samanage works very well
What do you like best about the product?
Samanage has an internal notification system that will never let you down. You will always know when someone edits, comments, changes any ticket information
What do you dislike about the product?
However I do think that the self service portal accessibility could be refined to provide a better experience for the users.
What problems is the product solving and how is that benefiting you?
Samanage allows me to always be on top of my work since I always know what is assigned to me and if someone contacts me through Samanage.
Recommendations to others considering the product:
Ensure that Samanage is right for your company size.
It Just Works
What do you like best about the product?
Samanage is the most intuitive and user-friendly platform I've used. It's also the most powerful, which makes the ease-of-use very impressive.
What do you dislike about the product?
The documentation needs some work. This isn't a big deal, because the product itself isn't difficult to figure out. But it's the only drawback I can mention.
What problems is the product solving and how is that benefiting you?
Keeping tabs on our IT infrastructure as well as managing services both inside and outside our IT department (e.g. InfoSec, HR). Distinctions are easy to make without losing coherence across the organization.
Recommendations to others considering the product:
Sign up for the trial and kick the tires. You'll see pretty quickly how easy the product is.
Samanage made our lives easier!
What do you like best about the product?
Combining our Knowledge Base, Ticketing and Asset Management into one please literally saves us hours per week. On top of Samanage saving us a pile of time, their support team has been fantastic when helping us with any issues we have run into. Not only have we been able to discard 3+ other services and consolidate into Samanage but we have also discovered other uses for Samanage that we were not even aware of.
What do you dislike about the product?
There is a bit of a learning curve to Samanage but in our experience once you understand how everything is setup within the environment it all begins to make sense. Their support team has been fantastic for us as well whenever we run into issues.
What problems is the product solving and how is that benefiting you?
We had been fighting with using multiple platforms to handle all of our different tasks for a very long time before discovering Samanage. After getting a demo of Samanage we realized just how much easier it would make our lives. We have been able to consolidate multiple other solutions into Samanage which has saved time and money.
Recommendations to others considering the product:
Its a great solution, make sure you understand all of the services included within Samanage before rolling it out though so you dont have to re-do portions of it later.
User Friendly Inventory Management Platform
What do you like best about the product?
The platform is user friendly and allows managers to easily track and maintain inventory for IT.
What do you dislike about the product?
Though it is intuitive there is no easy way to massively add multiple inventories.For example if you want to add 20 + of the same inventory it's difficult to add each one. There are workarounds but its not user-friendly.
What problems is the product solving and how is that benefiting you?
IT inventory system and management aspect. The benefits is it allows Managers to easily track and maintain inventory, as well as reports.
Great support of an intuitive application that so far, meets the needs of our business!
What do you like best about the product?
Vendor support has been excellent! Any questions that we may have, have been answered in a timely manner. They've gone above and beyond trying to assist us!
The application is very user friendly and is very intuitive. It allows us to be able to customize our platform to our liking and gives us control of how we are going to operate the system.
I'm very excited to have this software implemented and to work in it for our everyday needs!
The application is very user friendly and is very intuitive. It allows us to be able to customize our platform to our liking and gives us control of how we are going to operate the system.
I'm very excited to have this software implemented and to work in it for our everyday needs!
What do you dislike about the product?
Inability to email all members of a group. If a ticket is put into a groups name, they do not receive notification that it has been moved to their group.
What problems is the product solving and how is that benefiting you?
A new incident ticketing system was needed and Samanage is fulfilling that need. The added benefits include asset management which will help to streamline processes!
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