SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Great Help desk Tool
What do you like best about the product?
Easy to manage and view incidents, the self service portal is excellent for users to submit requests were additional information is required
Scheduling of incidents is another great feature for recurring tasks
Scheduling of incidents is another great feature for recurring tasks
What do you dislike about the product?
Inability to send comments to additional recipients as Cc or BCc
What problems is the product solving and how is that benefiting you?
Samanage provides our company with a cloud hosted ITSM tool to more efficiently support our business.
Great tool for any IT Team
What do you like best about the product?
Being able to integrate Samanage with the management services we use has been a great add on. The function to keep track of employees equipment and software, at the same time seeing employees tickets on the same platform has really impressed me. Having everything in one place has been probably the best thing about using Samanage. The ability to see which machines doesn't have what installed has been a big help, allowing our IT team to stay on track with updates. Not only that, the integration with Teamviewer on tickets is really impressive, being able to remotely connect to users straight from the ticket.
What do you dislike about the product?
I don't really like the email integration between Samanage and Outlook. To many individuals emails regarding comments, updates, changes, etc. Another issue I have was that you have to resolve the ticket first before closing it. Also the dashboard is an issue I have. Everything seems so congested. Even when the samange page is fullscreen, it doesn't spread the dashboard across the screen, leaving half the webpage with a blank white space. Other than that, I don't have much issues with Samanage as of yet.
What problems is the product solving and how is that benefiting you?
We're using Samanage to see the problems that end users are facing daily at FriedmanLLP, such as software issues, hardware issues, and acccount accessibility. Samanage allows us to filter out which problems keep occuring which is helpful for us when we can find the solution to a problem that seems to constantly show up.
Great ticketing system Solution for your Organization
What do you like best about the product?
The customer support is top notch. Love the ability for on the spot live chat within the application when I have a question or concern. There response time is quick and all representative are very knowledgeable.
What do you dislike about the product?
I wouldn't say a dislike as Samanage is always updating their system and always introducing new features and settings with in the application. Some missing features that I would like to see is the ability to change the workflow once the ticket has been created.Which I'm sure we will see later on as time progress.
What problems is the product solving and how is that benefiting you?
This was implemented as a Service Desk in our environment and has enabled us to quickly responded and assist users while maintaining user interaction and resolution with in one application.
Recommendations to others considering the product:
Use the free trial they provided to get a feel if this is a good fit for your organization.
Great tool and awesome support
What do you like best about the product?
Great features, the best support, and great price. Love the new features implemented based on users requests. Great forum for support and suggestions.
What do you dislike about the product?
Not able to place time spent on ticket to have a record of how much time the ticket took to close.
What problems is the product solving and how is that benefiting you?
All incidents are being tracked and monitored through samanage, love the ability to post solutions to common issues and be able to go back to them if needed.
Great IT ticketing solution
What do you like best about the product?
The program is very easy to use, easy to navigate, great workflow options.
What do you dislike about the product?
Only thing I dislike is that there is no option to search setup options or get a short description of what each option is for when hovering over them in menus
What problems is the product solving and how is that benefiting you?
IT ticketing, asset management, account creation workflow
Recommendations to others considering the product:
This is a great product, with fantastic support.
Excellent way to take care of end users and keep track of their issues
What do you like best about the product?
It is very easy to use for our end users and for our help desk agents, everybody can keep track of their issues sent and the issues pending to be resolved, it helps us to see opportunity areas and improves the communication between our support team and our user base, the inventory part is great since it lets us to know where our mobile computers are, who is working with them, and as well for them as for the desktop computers lets us to know if they requiere a warranty renewal and its specs without having to go on site or running a third party tool, in regards the configuration part it requires to improve the quantity of options to make ir easier but it is fine, you just need to take you time and in a few hours you will have Samanage working to provide support with no problems, we use it thru the email and it let us to communicate in a fast way avoiding to waste time and keepin better track of what we are doing.
What do you dislike about the product?
For the administrator it might be a lot of options to be configured
What problems is the product solving and how is that benefiting you?
We provide tech support for more than 1000 users company wide between more than 50 locations, we need to keep track of their issues, one of its most valuable features is the Inventory part.
Recommendations to others considering the product:
You will need some time to get it working as it should
Samanage is a top-tier solution
What do you like best about the product?
Samanage is a highly innovative and powerful tool that we are already seeing gains with. The navigation and configuration possibilities allow us to get things done much faster than we were before, and are helping us be more agile in our decisions
What do you dislike about the product?
Some minor annoyances with saving views, but nothing that can't be worked around. Plus feature requests and enhancements are a big part of the Samanage community.
What problems is the product solving and how is that benefiting you?
Automations were a big part of it, and the tools to write automations and workflows is amazingly simple. Things that took us hours to figure out on the old platform can now be done literally in minutes.
Recommendations to others considering the product:
No recommendations other than go for it
The more we integrate it the better it gets
What do you like best about the product?
Service Catalog / Tagging other users / Incident management.
What do you dislike about the product?
Would like to see more developed with screen share capabilities via Asset Management
What problems is the product solving and how is that benefiting you?
ITIL, issue tracking, change management, service catalog
Samanage has greatly increased our ability to track and manage customer requests
What do you like best about the product?
Providing our customers with a single point of contact to reach out for support.
What do you dislike about the product?
Up to this point I have not identified anything I dislike about the tool.
What problems is the product solving and how is that benefiting you?
Better tracking. Accuracy of data and timely problem resolutions.
Good ITIL Service Management tool!
What do you like best about the product?
Easy implementation Great support Follows ITIL framework minimum management since its a SaaS based service
What do you dislike about the product?
The Incident and Service Request share the same backend database. It becomes an issue if you are trying to define a different workflow or the each.
What problems is the product solving and how is that benefiting you?
Implement ITIL framework to increase productivity
Recommendations to others considering the product:
Plan plan plan. Know the service request and incident workflow. The tool is only as good as you planning.
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