SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Great Service Desk Management Service
What do you like best about the product?
The interface is very user friendly and easy to navigate.
What do you dislike about the product?
Filtering can be cumbersome and may not be as straight forward.
What problems is the product solving and how is that benefiting you?
Incident, problem and change management. Samanage is great to keep track and pull reports for various issues.
Recommendations to others considering the product:
Be sure this meets your requirements.
Almost Great
What do you like best about the product?
The reporting and response time of the support team are better than most in the market.
What do you dislike about the product?
A lot of small design choices add up to additional clicks that really impact the usefulness. They're not deal killers, but since it's SO close and the changes so small, it's frustrating with the way it behaves sometimes.
What problems is the product solving and how is that benefiting you?
Reporting, Cost, Departments, opening it up to other user groups. Samanage allowed us to do this.
Recommendations to others considering the product:
Be patient and reach out to support when you have issues.
Much more than your traditional ticketing system!
What do you like best about the product?
The Samanage Service desk has not only allowed for a proper ticketing system, but has many other features that have increased controls and reduced operational cost. We are still exploring all of the features of this product and continue to expand our help desk offerings while improving the end user experience. Very happy we went with Samanage.
What do you dislike about the product?
The process for making changes or improvements to the product seems a little cumbersome.
What problems is the product solving and how is that benefiting you?
The Samanage Service desk has not only allowed for a proper ticketing system, but has many other features that have increased controls and reduced operational cost. We are still exploring all of the features of this product and continue to expand our help desk offerings while improving the end user experience. Very happy we went with Samanage.
Recommendations to others considering the product:
Take the time to investigate all hat the product has to offer. We are still rolling out features that we weren't aware existed, or that Samanage had the capabilities.
Well Organized and Reliable
What do you like best about the product?
Samanage the perfect tool to implement for any Service Desk due to its organized UI and streamlined approach to delivering information. Also single sign on integration is a plus!
What do you dislike about the product?
There is very little to dislike about the product
What problems is the product solving and how is that benefiting you?
I am able to organize my IT assets effectively while remaining proactive to the issues of each of my branch offices by being able to organize and report on different types of issues for each location.
Samanage is a superior support tool that is constantly improving
What do you like best about the product?
I love how Samanage listens to their users and improves the product based off feedback. We tell them what we need and they create it and improve upon it.
What do you dislike about the product?
Since the product is constantly changing some items can move around and if you are not a daily user it can be hard to track down things.
What problems is the product solving and how is that benefiting you?
We are able to track problems much easier, integrate with our other tools successfully, and provide support to our users quickly. There are so many options with Samanage that as our business has grown we have been able to change how Samange works for us and it has grown with us.
Recommendations to others considering the product:
Talk to Samanage, they listen. If you need something they often will create it or improve upon something that already exists to meet the need of their customers. I have submitted several tickets to them and they come back with product improvements that really impress me. When we started using a chat tool they did not have an integration. A forum post was created and they immediately chimed in and began working on an integration. Now we use it daily and it has improved our visibility of tickets immensely!
Best Help-desk solution by far!
What do you like best about the product?
Easily implemented and used. If you looking for a well rounded help-desk solution this is it! Samanage Support staff is FANTASTIC.! Easy to use and implement!
What do you dislike about the product?
There is nothing about this product that i do not like, This is a great solution for us!
What problems is the product solving and how is that benefiting you?
Better help-desk solution, better reporting!
Recommendations to others considering the product:
tRY IT yOURSELF!
Simple and organized
What do you like best about the product?
The ease of setting everything up, creating processes, and building a knowledge base
What do you dislike about the product?
Processes could use some more granular control
What problems is the product solving and how is that benefiting you?
A service portal for the entire enterprise
So far, so good. Does everything on our "needs" and "wants" list.
What do you like best about the product?
Automation, AI learning, ability for user for self help, workflows and custom forms
What do you dislike about the product?
Need to be able to separate categories for Incidents and Service Requests. More flexibility in asset management if you are not using their agent/client
What problems is the product solving and how is that benefiting you?
This will increase the efficiency of not only our IT dept, but also a host of other departments as soon as it is fully implemented.
Recommendations to others considering the product:
Use the Demo and verify that it satisfies all your needs. It is very flexible.
Automations and Reports Make for a Great Overall Service Desk Product
What do you like best about the product?
I love the automations that were recently rolled out. They've increased productivity and saved my techs a lot of time.
What do you dislike about the product?
I wish there was a way to set status for technicians. This would help with assigning when a team member is out on vacation or out sick.
What problems is the product solving and how is that benefiting you?
Tracking of technical problems throughout our district. We also track our purchase orders through Samanage.
Samanage is awseome
What do you like best about the product?
Very easy to configure, Affordable, Easy to use
What do you dislike about the product?
Nothing that Samange has not fulfilled in or business
What problems is the product solving and how is that benefiting you?
IT ticketing, assist management and tracking. As the IT Admin of a small company this product is great it meets our needs.
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