SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Simple to Use, but Simple in Functionality
What do you like best about the product?
The ability to preview tickets/incidents and their details/comments without having to open the ticket.
What do you dislike about the product?
Lack of integration/automation with custom forms and fields.
What problems is the product solving and how is that benefiting you?
Incident management is the primary use. This benefited us because we did have a tool prior to this.
Recommendations to others considering the product:
Suggest to only use this tool for companies with <500 employees/users as for larger situations where you may need to report detailed inventory, incident management, and/or KPI reports, this tool can be cumbersome or doesn't provide the depth of detail without manual collection.
Good Stuff for you!
What do you like best about the product?
There are many benefits to using this. We have finally setup the purchasing part of this and I am in love! The custom forms are very nice!
What do you dislike about the product?
When going to some pages, it can load really slow. They have broken some custom fields with their updates. So we would have to go back and update our custom fields to get them to work properly again.
What problems is the product solving and how is that benefiting you?
We were in dire need of some ticketing system, as we were using outlook tasks for IT problems. Now we have the option to track each techs time.
Recommendations to others considering the product:
When setting this product up to your liking, I highly recommend to take your time and go through with a fine tooth comb.
Solid Platform, Continually Growing and Adding New Features
What do you like best about the product?
Speed of updates including useful features, without breaking existing stuff. Also, their support chat staff is awesome - highly helpful and very prompt.
What do you dislike about the product?
The feature set can still be a little less than complete, but it's getting there and maturing very nicely
What problems is the product solving and how is that benefiting you?
We exclusively use it for help desk/ticket management at this point, but it's
Recommendations to others considering the product:
Give it a serious look, it may be less mature in some ways than other offerings but it's quickly catching up!
Great cloud based service and asset management system
What do you like best about the product?
I have found Samanage to be the best ITSM that I have found to blend both easy and intuitive UI with powerful and meaningful features. It is a great product that does its job well.
What do you dislike about the product?
If I had to say something bad about it, it would be that the initial implementation is a bit involved, especially setting up automations. I would expect this with any solution, though.
What problems is the product solving and how is that benefiting you?
Samanage helps us to truly get a handle on our service requests and incident management. The ITIL based tools allow us to track these into problem and change management effectively and easily.
Recommendations to others considering the product:
It's a great product, and I have no reservations.
Samanage Review
What do you like best about the product?
Organization of tasks, users, and assets. I use this on a daily basis and keeping track of assets is much easier (although an improved physical location attribute could be more specific, or help in shipping somehow). The service desk aspect helps me keep my tasks in order and moving forward; and being able to reference particular issues or users with specific issues is quite convenient.
What do you dislike about the product?
Samanage load times can be inconveniently slow sometimes, maneuvering through windows, menus, and screens can be quite inconvenient. I would like to be provided more information on what else I can accomplish with this program, but it's hard due to the fact I still have not overturned every stone here. There is a lot of information that could be organized and provided to make customer solutions better. Occasionally the service desk does drop the ball and miss emails, which severely affects our relationship and ability to accomplish tasks with end--users. This issue is major, and although not common, needs to be addressed when/if it occurs.
What problems is the product solving and how is that benefiting you?
Provisioning equipment, identifying equipment, assisting users, and repairing issues. Being able to organize and stack this much information in one solution is quite powerful in my opinion.
Recommendations to others considering the product:
Check it out, it's worth it for our size company
Great software!
What do you like best about the product?
I like the user interphase, the website is easy to navigate and all of the information we can add for the multiple sections is helpful.
What do you dislike about the product?
I haven’t found anything that I dislike about samanage!
What problems is the product solving and how is that benefiting you?
we Are able to keep inventory of all organizational assets including vendors and contracts.
Good Out-Of-Box product for any small and quick to learn team
What do you like best about the product?
Easy to use, very intuitive. As described in the demonstrations, poverty worked according to expectations. Samanage helped simplify our incident management, expanded our range of features and ultimately helped us to increase the capacity of our support customer support and information management. Service requests have also helped users to provide information for their requests, making it easier for us to make requests easier and to need certain information.
What do you dislike about the product?
It could use a few tweaks, but I think it's just growing pain. Samanage 's team was straightforward with what they're implementing and changes are constantly being released.With a system as robust as this one, there should be a way to allow for more where needed. Sometimes their instructions are a little lacking. Too often, I get an overview instead of a step- by- step instruction that would sometimes be a little more helpful.
What problems is the product solving and how is that benefiting you?
Needed a help desk software to hit quite a few marks and Samange managed. Easy, simple, cloud based, very functional.
Recommendations to others considering the product:
Realize that with this product and the desired outcome are different things, patience is required.
Samanage does everything I need!
What do you like best about the product?
Easy ticket tracking, creation and resolution. I love the solutions option so we can put fixes for common issues and make available for regular users. I also like that it can be used for inventory and contract management.
What do you dislike about the product?
No auto refresh on ticket screen so you have to manually refresh to see new tickets
What problems is the product solving and how is that benefiting you?
Ticket tracking. Contract and inventory management as well as mobile device inventory
Recommendations to others considering the product:
Highly recommended for bot price and business functionality
Good solution with
What do you like best about the product?
Forms, workflows and AI. Appealing and easy to use interface.
What do you dislike about the product?
Price is a little high but the company worked with us on a discount.
What problems is the product solving and how is that benefiting you?
Better workflows and better customer service.
Recommendations to others considering the product:
We were looking at a replacement for an older helpdesk solution that was not staying up with the times. We went with Samanage after reviewing other solutions. The implementation went very smooth with dedicated project managers that were on point. The implementation was also well accepted by staff. It has many great features like forms and AI that make the solution so much more robust than what we had.
Help Desk
What do you like best about the product?
This is a great solution for help desk. We use this help desk solution.
What do you dislike about the product?
Cannot think of any dislikes. Have been using it for over 1 year.
What problems is the product solving and how is that benefiting you?
We use if for our IT, building and engineering help desk.
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