SolarWinds Service Desk
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Samanage Ease of Use
What do you like best about the product?
I liked the ease of use and the quick integration and the fact that the console is cloud based. Highly customizable menus and service desk bulit in. We are benefiting from all tools being housed under one tool
What do you dislike about the product?
nothing i found at the moment. We are still implementing the software.
What problems is the product solving and how is that benefiting you?
we are solving a huge inventory and asset management problem. Before we were using excel spreadsheets
Easy to organize and manage all tickets
What do you like best about the product?
The ease of use and friendly interface to organize all of our customer tickets and internal processes
What do you dislike about the product?
Lack of third party services to integrate with, less developer friendly
What problems is the product solving and how is that benefiting you?
With Samanage we are able to organize internal processes, and recieve requests from customers regarding issues
Recommendations to others considering the product:
If you are looking for a system to give you the capability of managing internal processes and external customer requests with ease, samanage is the right tool for you
Easy for all users, very organzied
What do you like best about the product?
How organized it made the IT dept. We can easily track issues and assets.
What do you dislike about the product?
Nothing, anything you don't like you can change.
What problems is the product solving and how is that benefiting you?
Easily track IT issues and complete them in a timely manner.
Samanage helpdesk
What do you like best about the product?
Samanage has been great for monitoring our helpdesk, its helped with reporting and for us to monitor each users issues.
What do you dislike about the product?
its a little hard with updating users with active directory
What problems is the product solving and how is that benefiting you?
reporting user incidents and tracking company assets
Easy implementation and easy to use - great support staff!
What do you like best about the product?
I love that the support staff are easy to contact and very responsive (via the chat tool). The asset management has completely cleaned up our inventory and made managing assets much easier. The reporting tools are amazing as well. The help desk system is also fantastic and integrates with the asset management tools very well.
What do you dislike about the product?
Some bugs can go a long time without being resolved (for instance, email attachments to help desk tickets weren't working for 3 months).
What problems is the product solving and how is that benefiting you?
Samanage provides us with fantastic reporting on helpdesk analytics, and asset management.
Recommendations to others considering the product:
Make sure to follow their trello boards on setup. It goes over everything in fine detail and makes the implementation process easy.
Samanage is easy to use and can be easily customized.
What do you like best about the product?
They are quick to respond if you need help. They listen to the users feedback and add new functions all the time.
What do you dislike about the product?
The website is sometimes delayed when a email come in for a new ticket. The app on the phone is limited in functional. You cant add solutions for the phone app.
What problems is the product solving and how is that benefiting you?
We didn't have a knowledge base we for our users. Having this cuts down how long I have to spend on tickets.
Samanage is simply and easy to use
What do you like best about the product?
Easy to use and maneuver, end user friendly. Was easy to implement.
What do you dislike about the product?
Changes its look a lot, have issues with wave files.
What problems is the product solving and how is that benefiting you?
We use it for help desk tickets, asset tracking, projects
Recommendations to others considering the product:
Easy of use
A Solid Tool for Ticket Management and Knowledge Consolidation
What do you like best about the product?
I like the ability to set up SLA reports that not only send an email to the assignee, but will also pop that notification into a Slack channel for us to review.
What do you dislike about the product?
I wish the homepage had an auto-refresh feature, so that those of us on the Service Desk could see tickets as they appear, which would give us just that little extra bit of promptness in serving our users.
What problems is the product solving and how is that benefiting you?
We like the ability to track multiple tickets as one Problem. We also have been able to utilize the self-service portal and knowledge base to serve our users.
Recommendations to others considering the product:
Schedule an evaluation and see what you think. I like it!
A Complete Solution for the Service Desk
What do you like best about the product?
Samanage for the service desk is a complete tool for tickets and assets. Not only is it easy to use, but they are consistently making improvements to the interface. It is by far the best ticketing system I have used in my IT career.
What do you dislike about the product?
There really isn't much to dislike about this application. Other than a few minor adjustments that can be made to the search functions to make them more specific and not so broad.
What problems is the product solving and how is that benefiting you?
We use Samanage to handle user incidents, manage inventory, and create solutions for our users.
Samanage for the Win
What do you like best about the product?
The flexibility and ease to setup. It is easy to get the system up and running and adjust as you go.
What do you dislike about the product?
I wish the change feature functioned differently. When we make notes, the user isn't notified of the note that is added, but we have a work around to add a task for the user to review the note. We use the changes to manage projects more than anything, which isn't what it is really designed for, but works well.
What problems is the product solving and how is that benefiting you?
We are solving issues in our company by streamlining all issues and requests via the portal for all employees in the company. Instead of getting emails, we now get notified via Samanage with incidents and requests, which makes my job easier to manage.
Recommendations to others considering the product:
Take your time and figure out what you need and do a trial.
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