SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Satisfied
What do you like best about the product?
We are satisfied with the incident management features of the Samanage Platform.
What do you dislike about the product?
We feel that some of the customization options within service requests could be improved.
What problems is the product solving and how is that benefiting you?
Primary objective was to improve our incident management process.
Samanage is a great tracking tool!
What do you like best about the product?
The many areas of my company that Samanage can help track, including but not limited to help tickets, solutions, inventory, software, and many more!
What do you dislike about the product?
I would like to see a fully featured native application for mobile and desktop. Web view is great, however.
What problems is the product solving and how is that benefiting you?
We use Samange for inventory tracking, user issues that need solving, solutions to common problems, chat with users during an issue fix, and many other features provided natively through the service.
Recommendations to others considering the product:
Consider all of the options that Samanage has available, try using all of its abilities, don't stop at scratching the surface. You may be surprised!
Samanage - Changing the way we work in a positive direction
What do you like best about the product?
The instant communication with our field community has been a major step in the right direction for our organization. The ticketing system gives our user community much more control of their tickets. The reporting is awesome and well received by our leadership team.
What do you dislike about the product?
There is not much to dislike about this system. Just a couple of minor issues such as the sorting not staying when you refresh, but other than that nothing I can openly complain about.
What problems is the product solving and how is that benefiting you?
An efficient way to get tickets processed and work within SLA guidelines. We are able to communicate with our user base better. The ability to access the platform without VPN is a major plus.
Samange - Easy to Start, Easy to Use
What do you like best about the product?
Ease of use for both the end user and support staff, clean cut UI.
What do you dislike about the product?
Reporting, it has much to be improved on and is hard to get historical data in a exportable format.
What problems is the product solving and how is that benefiting you?
We've been utilizing Samanage as both a service desk and Incident/Problem management system. We've benefited greatly from the cooperation with other departments in building out Service requests (such as HR and new hire procedures).
Recommendations to others considering the product:
Focus on tuning reporting as this is a feature many administrators use and would benefit the platform.
Samanage is a great product and very easy to work with.
What do you like best about the product?
Samanage is a great product and very easy to work with. It has been added value to my organisation and structure the way how the incidents are logged
What do you dislike about the product?
Maybe a more agile process adding new functionalities and informing the current users about what's new and how to use it.
What problems is the product solving and how is that benefiting you?
Help Desk Management is easier at the moment and as well, I'm now able to provide the Board with easy and accurate KPIs regarding to the type of issues, frequency and areas with higher incidents.
Gets the job done
What do you like best about the product?
Follows ITIL. Responsive support. Clear effort being put in to improve the product over the past year plus.
What do you dislike about the product?
Limited automation, reporting is lacking, integrations come up short
What problems is the product solving and how is that benefiting you?
ITIL framework (incidents, problems, changes)
Great Support Tool
What do you like best about the product?
I like how user friendly Samanage is for me and my team, very easy for us to use as a Saas solution
What do you dislike about the product?
Knowledge base criteria needs to be very specific for our end users to utilize it.
What problems is the product solving and how is that benefiting you?
Inventory control and ticketing system
Works okay, but not great.
What do you like best about the product?
Platform is very fast and offers a lot of different modules, but unless they're set up right, you don't use them a lot.
What do you dislike about the product?
You can request things, but they often say it is on their 'roadmap.' There is no way to uninstall the Samanage Agent remotely. Even if you delete them out of inventory, they can check themselves in, and you get charged per unit.
What problems is the product solving and how is that benefiting you?
We use it for our inventory management and our service desk. It is easy to access and easy to use, but its reporting of metrics is not great.
Very user friendly
What do you like best about the product?
The variety of filters that can be created.
What do you dislike about the product?
I'm really new to the product and still accessing it at this time
What problems is the product solving and how is that benefiting you?
Knowledge based articles and incidents.
Samanage has helped turn our inventory management into a breeze
What do you like best about the product?
Inventory management and REST API are my current favorite features. Being able to interface with Samanage using custom tools when needed is refreshing. The amount of data pulled in by the inventory management tools in Samanage is extremely helpful in day to day troubleshooting.
What do you dislike about the product?
I would like to be see the API continue to improve. There are a few small things I would like to be able to see as features... For example it's possible to attach a file to an incident with the API, but not download an attached file using the API.
What problems is the product solving and how is that benefiting you?
We're using Samanage for our Incident generation, inventory tracking and management, and change management. In the future, we hope to bring in many other teams in the company.
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