SolarWinds Service Desk
SolarWindsExternal reviews
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Direct and essential Service Desk features with helpful setup process.
What do you like best about the product?
Easy to navigate; direct support chat online; simplified layout and customization.
What do you dislike about the product?
Needs more adaptability on reporting; missing some key features available from other custom HelpDesk solutions; escalated bugs take a long time to receive updates from Eng. group.
What problems is the product solving and how is that benefiting you?
Simplified visualization for upper Mgt on reporting but also creates need for custom filters, which seems to take a long time to present. End-user notification and updates are excellent with additional option to allow users view/track own submitted incidents.
Best balance of customization and off-the shelf workflows
What do you like best about the product?
Can get up and running in under a day, or customize it as much as you like.
What do you dislike about the product?
Seems like there are a couple config hiccups, but we got through them
What problems is the product solving and how is that benefiting you?
Moving to true service desk platform (before we were using Jira Software)
Plenty of tools in the toolbox
What do you like best about the product?
The User Portal has helped tremendously to reduce our daily ticket volume. The Incident Tracking is intuitive and very easy to use. Using the Service catalog to automate end-user requests has been a game changer for departments with excess equipment.
What do you dislike about the product?
Not enough workflow options in the Service Catalog. The change management is not as intuitive as some of the other features.
What problems is the product solving and how is that benefiting you?
Increased end-user autonomy. Users are able to complete tasks and make requests without increasing HelpDesk support interactions.
Recommendations to others considering the product:
Use all of the available tools before evaluating other 3rd party vendors.
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 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
Very easy to use
What do you like best about the product?
It's really easy to get up and running and most features are clear.
Excellent and fast support directly via chat.
Excellent and fast support directly via chat.
What do you dislike about the product?
Due to the easiness of the tool , there are limitations on what it can do.
It can not do everything that we want since it's not endlessly customizeable f.e.
It can not do everything that we want since it's not endlessly customizeable f.e.
What problems is the product solving and how is that benefiting you?
We got away from a mail based service desk into something with structure.
Cloud-based asset management solution
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 multi-channel management.
What problems is the product solving and how is that benefiting you?
Samanage has a built-in warranty synchronization feature. It also provides a drag-and-drop strip. It has a customized dashboard. It also offers efficient reports.
Excellent user friendly interface could use more robust advanced features
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
- 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)
- 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.
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.
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