SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Extremely happy with the product
What do you like best about the product?
Reports, service request, ITIL standards. The dashboard ability is really nice for a quick over view.
What do you dislike about the product?
Used to not like the chat pop up but all good now
What problems is the product solving and how is that benefiting you?
ITIL standards implementation.
Recommendations to others considering the product:
Great product easy to work with and implement.
The experience has been pretty good.
What do you like best about the product?
The ability to create tickets or Service request and track assets, as well as vendors.
What do you dislike about the product?
The set up process is a bit tedious, especially if you have many different avenues you want to take. Some items do not allow you to do what you would really like to do.
What problems is the product solving and how is that benefiting you?
We track Change Control, Assets, Helpdesk items and Vendors. It is nice to be notified when a vendor contract is up for revnewal and keep track of Change control.
Great Solution
What do you like best about the product?
We've been using Samanage Service Desk for a few years now and it does exactly what we want it to do. I've had to contact customer support a few times to figure out how to create certain rules (filters). They have been very helpful and quick to respond.
What do you dislike about the product?
There is nothing I dislike about the product
What problems is the product solving and how is that benefiting you?
Before Samanage, we didn't have a good solution for tracking IT ticktets. Since deployment, we've grown quite a bit. A great benefit to us is the simplicity of the Customer Portal and the idea that we don't need to train users on how to enter a ticket.
Solid To Use, Lacking Customization
What do you like best about the product?
The Samanage Agent and Asset tracking has been crucial to getting a better understanding of our organization, our employees and how our equipment is used.
What do you dislike about the product?
Samanage does have some limitations on customization, which has introduced some frustrations from both users and customers alike.
What problems is the product solving and how is that benefiting you?
We've had difficulty with Samanage in that Samanage does not have the ability to integrate a portal that is externally facing. Our business deals with many external clients, and having the ability for clients to submit a ticket directly would save valuable time and resources.
Samanage has a fantastic ITIL process, and has helped us integrate using this process in our organization. Their support has been crucial to large scale changes within our organization and streamlining our support processes for both internal and external customers.
Samanage has a fantastic ITIL process, and has helped us integrate using this process in our organization. Their support has been crucial to large scale changes within our organization and streamlining our support processes for both internal and external customers.
Easy to use interface with a rich set of features
What do you like best about the product?
Easy to use interface with a rich set of features, great for getting a helpdesk off the ground quickly. Very simple for the end user.
What do you dislike about the product?
Reporting is a chore to get working correctly. A lot of the canned reports either do not work, or do not display helpful information.
What problems is the product solving and how is that benefiting you?
One point of contact for all of our support needs with features that create a sense of collaboration.
Nice Product for the Price
What do you like best about the product?
One of the key features of Samanage is the mobile app. In the past our techs had problems getting notifications of work orders assigned to them while off-site or in a different building (using our old system Track-It!). They love the new features of the mobile app and that it notifies you on the phone. We like the web interface for accessing the site. Our previous product was client-based. One of the other features is that Samanage is fully ITIL compliant which gives us greater flexibility than just Help Desk. I like the integration with other services such as Slack, and OneLogin. They have quite a collection. Another feature is the ability to assign tickets to a group/team, which we were unable to do previously.
What do you dislike about the product?
I would still like to be able to have my techs show up as not available when they are on vacation, so that we don't assign tickets to them that won't be addressed until they come back.
Sometimes the Samanage support is a little slow to respond.
Sometimes the Samanage support is a little slow to respond.
What problems is the product solving and how is that benefiting you?
Better communication with our techs. Allows different departments to leverage the tools Samanage has to offer
Great Solution for All In One Helpdesk and Asset Management Solution
What do you like best about the product?
They've come a long way. We've used Samanage for approximately 6 years from back when they did the basics to now, where they are basically an all in one solution for internal helpdesk teams.
What do you dislike about the product?
Really nothing at this point. If I had to nitpick, their approval workflows still aren't the best. They don't have the ability to make decisions conditionally based off of stored information such as manager, department, etc.
What problems is the product solving and how is that benefiting you?
Helpdesk ticket management and asset management.
Always improving
What do you like best about the product?
New features, ease of use, simple to navigate
What do you dislike about the product?
hard to troubleshoot bounced emails/delays in emails
What problems is the product solving and how is that benefiting you?
Ticketing system, solution database, asset tracking, procurement tracking
Recommendations to others considering the product:
Give it a shot, lots of great easy to use features and always adding new features.
Simple interface, reliable, lightweight, powerful.
What do you like best about the product?
I like how simple and easy it is to find what I need. There's a search bar at the top, and sorting through our inventory is easy.
What do you dislike about the product?
It would be cool if the android app was more functional and reliable. Just something as simple as viewing and indexing inventory would be great.
What problems is the product solving and how is that benefiting you?
We use Samanage for basic inventory and incident reporting. I've realized how easy and light the watchdog service is.
Samanage Service Desk is evolving
What do you like best about the product?
One of the things I like about Samanage is that you are able to create problems so you can see problem areas but attaching incidents. Solutions is also helpful and being able to attached these to incidents makes for not only a robust knowledgebase, but also quick answers for customers.
What do you dislike about the product?
The few things we have disliked about Samanage - not able to edit an assigned person outside of clicking edit was quickly fixed. Samanage appears to be a platform that evolves for its customers.
What problems is the product solving and how is that benefiting you?
Account issue - log in problem. Printer, software, hardware issues. Digital signage issues. Requests made for Data and analysis. Networking and telecom requests.
Recommendations to others considering the product:
Sometimes I find a lag when trying to attach solutions - certain browser seem to be a problem. A bit convoluted sometimes.
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