SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Great feature set, the best support, all for a very low cost.
What do you like best about the product?
Their support is the best. The tool has a ton of ability and is far less expensive than their competitors. Unless you have ServiceNow money, this is the way to go for sure.
What do you dislike about the product?
I would like the service catalog to be improved, as well as an additional category level for tickets. (A, SA, SSA, currently only 2 levels A, SA). Also the ability to add and remove licenses from agent seats on demand via the control panel. My only other one is spitting tickets between, Issue, and requests via a ticket type. With the exception of the Service Catalog, the rest are small things that I am confident they will address.
What problems is the product solving and how is that benefiting you?
We use this tool for everything including and not limited to: Service Desk (Helpdesk), Financial, Internal customer support, external customer support etc. With their aligned focus on automation, we'll be able to save hundreds of man-hours a week with automated tasks and software deployments.
Recommendations to others considering the product:
Great features, the best support, and great price. Nothing near this price range comes even close.
Easy to Use and Manage
What do you like best about the product?
I love having the ability to quickly look at my inventory and send and receive tickets.
What do you dislike about the product?
To view current tickets the page needs to be refreshed. This can cause long response times if you forget to refresh.
What problems is the product solving and how is that benefiting you?
We are able to get a count of how many tickets we receive/solve and show how many devices we have.
Recommendations to others considering the product:
Look at the amount of request you receive in a given day. Weigh out how Samanage can help you improve response times and keeping track of current task.
Easy Change Management
What do you like best about the product?
For my change management needs, Samanage has been very easy and lightweight to use while still maintaining detailed audit history for SOX / Audit compliance. The forms are simple and easy to create within the application, and the ticketing system has been very simple to use with minimal impact to our customers. The in-app customer support is also very quick and helpful.
What do you dislike about the product?
Its been great so far, no complaints. Only minor improvement would include more customization of certain fields (i.e. Change Request Priority does not include an 'Emergency' option), but I have been told that this feature is coming soon.
What problems is the product solving and how is that benefiting you?
Incident Management \ New Hire Requests & other IT form based processes \ Change Management. We've been able to very quickly implement these features with a very small amount of overhead to manage.
small school district loves this app
What do you like best about the product?
The ease in which this app connects/flows between the trouble ticket system and the inventory database
What do you dislike about the product?
I haven't found anything yet that I dislike,
What problems is the product solving and how is that benefiting you?
daily trouble tickets, and inventory management are the biggest
Recommendations to others considering the product:
Itsa great for trouble ticket management and inventory management
Great product for incident response, management, and analysis
What do you like best about the product?
the customization ability. I am able to customize what i want to see in the dashboard and the incident page.
What do you dislike about the product?
the email setting. getting some of the emails to my office 365 server was a little difficult. Emails were sent to quarantine.
What problems is the product solving and how is that benefiting you?
3rd party product evaluations
Full Featured & Lightweight
What do you like best about the product?
I enjoy that it has a clean UI, it's not cluttered with tons of options but it has what I need to make decisions.
What do you dislike about the product?
I wish it were easier to make custom reports. I tend to export to a .CSV and then use Excel to analyze data.
What problems is the product solving and how is that benefiting you?
It's a "one stop shop" for multiple departments, thereby eliminating the "which place do I go for help?" scenario.
Recommendations to others considering the product:
I enjoy that it's light-weight. I previously used ServiceNow and didn't find it very easy to maintain or customize.
It has came a long way and headed in the right direction
What do you like best about the product?
The user community is a great place to learn how other people are using Samanage. The knowledge passed around on topics is great. The uptime has been great over 3 years I can only remember one substantial outage and that was the big AWS outage.
What do you dislike about the product?
The incident management leaves a lot to be desired. We fixed it with a generic service request item but in all reality not very ITIL friendly on that front.
What problems is the product solving and how is that benefiting you?
We went from the old school email to Samanage. As a support person I've loved it in the aspect of managing my own work. I don't know how we did it before after 3 years of having Samanage.
Recommendations to others considering the product:
If you take your time and have a good base before rolling it out you will save a lot of early headaches. They're continually trying to better the product and the community is great.
Fantastic Support with quick resolution
What do you like best about the product?
I like that I was able to get to my success agent fairly easily, and that he was super knowledgeable and patient, even though I had a hard time explaining what I needed. Not only that, but the 2 questions that I've been mulling over for the past month (intermittently) were answered in 17 minutes. Britt made it super simple!
What do you dislike about the product?
Honestly, the interaction was so quick, the only thing i missed was some of the articles mentioned.
What problems is the product solving and how is that benefiting you?
We're moving away from Sharepoint 2010 and forms with Macros in them. Samanage is a great solution for document support on the forms that need to be submitted to the support departments we have anyway. Instead of downloading the form, attaching it to an email or another ticket, and hoping that the form is filled out correctly, we can just have the form in samanage and have the required fields marked so nothing goes amiss.
Recommendations to others considering the product:
Keep in mind: I'm only a Tech I and I'm able to run this system. If you are looking for a project that can be easily managed and have a major impact without needing too much supervision, this is a great one to get on. Honestly, the build out is super easy, the support and education is unparalleled, and the community of other users is super welcoming and easy to talk to.
Samanage is a great fit for a small IT department
What do you like best about the product?
The dashboard and simplified administration of workflows.
What do you dislike about the product?
Service requests need to be more independent of incidents.
What problems is the product solving and how is that benefiting you?
Contract and vendor management. Improved efficiencies with internal business processes. Measure customer satisfaction.
Recommendations to others considering the product:
Be sure you fully understand the lack of separation between incidents and service requests. Also, IT services and other departmental services (ex. Facilities and HR) are muddled together.
Smooth implementation
What do you like best about the product?
Ability to add tasks to an incident to split up an incident to multiple agents. Ability to automate workflows. Ability to add approver process to workflows.
What do you dislike about the product?
No ability to disable autoresponders to specific addresses/domains. No ability to disable notifications based on user.
What problems is the product solving and how is that benefiting you?
Ability to improve workflows, increase efficiencies and improve time to complete incidents. Improve workflows between departments: HR & iT teams.
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