SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Samanage is a great solution
What do you like best about the product?
We like that it was easy to set up right out of the box but then it was customizable to fit our church and school combo.
What do you dislike about the product?
I don't like that sometimes the app on my phone doesn't work. That's bad if you don't have a computer with you and you run from classroom to classroom all day fixing teacher requests. I can't always get back to a computer to check the tickets. It would be helpful if it texted.
What problems is the product solving and how is that benefiting you?
Making departments responsible visibly for what they have to do. Also, making the employees appreciate that their requests are in writing and not just a conversation and someone will eventually get to it.
Strong UI for improved customer communication
What do you like best about the product?
Samanage Service Desk is a significant improvement over our previous ITSM, particularly in UI design for both IT technicians and customers. Customer communication was our main motivator to switch systems and we are very pleased with the decision. Customer use of the portal increased noticeably from day one.
What do you dislike about the product?
There are a few shortcomings, mostly in reporting and asset management, and we’ve encountered a few bugs. But unlike the competition, reported bugs have been fixed VERY quickly. Client agent has been solid. We also had a challenge initially provisioning users related to Azure AD integration.
What problems is the product solving and how is that benefiting you?
Streamlined customer communication; simplified IT technician processes.
Recommendations to others considering the product:
A solid ITSM for SMB.
Easy to use with a good API
What do you like best about the product?
What I like best about this product is their easy to use API. We use it add users and departments automatically.
What do you dislike about the product?
Nothing too big at the moment. If I were to say something it would be filtering your assigned tickets.
What problems is the product solving and how is that benefiting you?
Good communication between users and support staff.
Good IT service management tool
What do you like best about the product?
Samanage is very good product for managing your companies IT needs. Users can submit tickets via portal or email address. IT staff can categorize, apply SLAs, contribute to a knowledgebase and tag tickets for future reference in one interface. Reporting can provide metrics on several of modules used by IT. You can also store contracts, vendor information, change management and provide a service catalog for users to request hardware/software. Overall a good product for managing all IT needs.
What do you dislike about the product?
The reporting is some what basic in that the reports provided are canned reports. There is some customization but focused around the canned reports. There has been several times where the automated reports did not send out but Samanage support is very quick to resolve any issues.
What problems is the product solving and how is that benefiting you?
We are identifying the software / hardware with the most issues through reporting and understanding the cause and permanently resolving. We have one location for users to send support requests to.
Great Customer Service
What do you like best about the product?
The product is very easy to learn, teaching others how to use the service has been very easy as well.
What do you dislike about the product?
Have not found anything I dislike about this product
What problems is the product solving and how is that benefiting you?
Ticketing system for our IT department. A couple benefits would be the communication with end users and organization of issues that come through our system.
Recommendations to others considering the product:
Give it a shot and you will not be dissapointed
Easy to use, great price
What do you like best about the product?
The ease of use and ease to implement. The support they provide is great also.
What do you dislike about the product?
Some features are missing, features we had in our old product. For example, the ability for team members (not just Admins) to be able to post Alerts aka Bulletins.
What problems is the product solving and how is that benefiting you?
Tech support incident handling.
Recommendations to others considering the product:
If you are looking for an easy to use and implement solution, with a good price, this is the Solution to use
A Solid Solution for Serving your Organization
What do you like best about the product?
We love the flexibility to customize as well as the responsive service and constant improvements. The support team is extremely responsive to our needs. The array of services provided is excellent and ever growing.
What do you dislike about the product?
There are still a couple of tweaks that our org could benefit from specifically, but no true dislikes. The only real "issue" we have had is when a problem is escalated to the engineers it seems to lack follow up. This has only happened twice in the three years we have had Samanage. The first time, the problem was eventually resolved. Currently we are working with them to resolve another.
What problems is the product solving and how is that benefiting you?
We have been able to build out cohesive workflows that solve a multitude of problems, implement solid change management, get a handle on our tech inventory as well as many other items. We are constantly finding new ways to leverage Samanage to further our service level.
Recommendations to others considering the product:
Definitely fully explore how you can leverage the product and familiarize yourself with the service catalog item workflows before you start building out your solution. Also get advance buy-in from other departments in your org to see how you can make this the solution for everyone and not just IT
Samanage is a ground breaking platform that allows you to integrate all facets of your business
What do you like best about the product?
I like the visibility it offers all users. I like the idea they have of connecting IT, Service, Inventory, HR, and just about any facet of your business that you can think of all into one platform so we are all connected.
What do you dislike about the product?
From a maintenance service perspective I wish we had more options for assigning 3rd party contractors that could be saved into the system and then assigning them an incident that could be exported as a work order with not to exceed amount. We have found work arounds thanks to the amazing staff at samanage but they have not quite made it where we would like it to be yet.
What problems is the product solving and how is that benefiting you?
Nothing gets lost, everything is tracked, and this holds everyone accountable for getting the problems solved timely.
Very customizable ticketing system
What do you like best about the product?
The degree in which you can customize ticket submissions and queues
What do you dislike about the product?
There have been several performance issues.
What problems is the product solving and how is that benefiting you?
Its a far better ticketing system than our previous system
Great Service Desk Ticketing Solution
What do you like best about the product?
The simplicity of the product makes it very easy to implement and work with. Interface is clean and simple. ticket auditing and reporting is very simple and provides robust information.
What do you dislike about the product?
Too Many emails from the system regarding routing and ticket creation. Perhaps an ability to condense these into summaries for admins.
What problems is the product solving and how is that benefiting you?
Including asset management and tying it to the users has allowed us to be able to track troubles systems and see the other trouble spots in the organization. This has allowed us to start trimming costs.
Recommendations to others considering the product:
Highly recommend.
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