SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Easy implementation and management!
What do you like best about the product?
I'm not sure how I got by without SAManage before. The implementation and management is magically simple. I'm able to view inventory status down to the most minute detail, in addition to tracking licensing. Any needed support has been swift and knowledgeable.
What do you dislike about the product?
I haven't run into any issues with this product.
What problems is the product solving and how is that benefiting you?
Inventory management, license tracking, and more.
Recommendations to others considering the product:
I recommend this product for streamlining the process of inventory and licensing management and control.
A very important part of our IT operations.
What do you like best about the product?
I like the clean interface and the quick response of the support agents via chat.
What do you dislike about the product?
The mobile app needs a lot of improvement. We also need the ability to generate change tickets directly from incident tickets.
What problems is the product solving and how is that benefiting you?
We are trying to solve: managing calls for IT requests, documenting solutions, creating user forms for automated requests.
Great support and easy to implement!
What do you like best about the product?
I really like the service catalog. I created an ACL request catalog item so I can streamline ACL requests. This saves me lots of back and forth.
What do you dislike about the product?
The text box in tickets could use improvement. Though they do regularly update the UI for the better.
What problems is the product solving and how is that benefiting you?
Helps diminish shadow IT, it's provided a place for our customers to go to get help!
Samanage is the go to IT Support tool for success!
What do you like best about the product?
The best part of Samanage is the ease of use, setup, low cost, and the functionality it potentially has to improve your every day business.
What do you dislike about the product?
The only complaint we currently have about Samange is sometimes the phone app can act up, (every phone app does) so it is not a huge complain, but it is probably the only thing we have ever had an issue with.
What problems is the product solving and how is that benefiting you?
IT Help Desk Tickets
Recommendations to others considering the product:
Go with Samanage! It will increase productivity immensely.
Very nice product
What do you like best about the product?
Easy to use, very nice layout. They make regular updates that usually improve the product. Easy to customize what you see. Easy for users to submit tickets.
What do you dislike about the product?
The search function can be frustrating sometimes. You type in a search term and the results can be...unexpected.
What problems is the product solving and how is that benefiting you?
It makes it easy to manage our Help Desk queue.
Recommendations to others considering the product:
Give it a try!
Samanage Service Desk
What do you like best about the product?
I like the ability to work with all of my colleagues on incidents, inventory, and other areas that the Samanage Service Desk has to offer. The user interface is pretty easy to use and understand, even for novice users of the service. End users that will be submitting tickets for service can jump right in as well as it is pretty straightforward in terms of submitting tickets. The reporting tools also provide a valuable feature that can assist in showing the work being done through Samanage.
What do you dislike about the product?
The import feature for things like inventory items, users, etc. seems to be very particular when importing the CSV file containing this information. If everything is not just right, expect to get several fail notifications before your data are uploaded.
What problems is the product solving and how is that benefiting you?
The two largest areas being serviced by Samanage are the help desk tickets and the inventory. We are able to keep accurate records of problems occurring on campus and how quickly they are resolved. In addition to that, the inventory tracking helps tremendously for overall IT needs on campus.
Recommendations to others considering the product:
Use the implementation time that you are given with the Samanage team wisely before going live with the product.
Samanage - Easy and Effective
What do you like best about the product?
Our Help Desk moved from a product Service Desk to Samanage. Coming from an outdated software and moving over to Samanage was absolutely beautiful. Samanage simplified custom made dashes, reports, an easy click of re-assignment, notes, and CC'ing people on tickets. Our Help Desk now solely uses Samanage to contact users - whereas before when we were on our old product people PREFERRED using email (hahaha).
I assign/re-assign tickets as part of my role - and Samanage makes it ridiculously easy for me.
In short, I love Samanage. It's made my job a whole lot easier and more effective.
I assign/re-assign tickets as part of my role - and Samanage makes it ridiculously easy for me.
In short, I love Samanage. It's made my job a whole lot easier and more effective.
What do you dislike about the product?
I also do reporting for our manager level staff for the entire IT department, and they also make it easy for me. Reporting is still lacking in Samanage - but I'm able to get around it with a little creativity. It's limited to only the template dashes that they have/preset filters.
What problems is the product solving and how is that benefiting you?
I work in Help Desk - we support all internal employees and contractors. Samanage makes it ridiculously easy for me to keep tickets up to date, and easy for the user to do as well.
Useful Tool
What do you like best about the product?
I really like how easy it is to communicate with clients in the comment feature on tickets.
What do you dislike about the product?
I do not like the reporting feature as I believe it lacks some key features that could make it more useful.
What problems is the product solving and how is that benefiting you?
We are able to resolve incidents on a much faster basis and communicate much easier.
Recommendations to others considering the product:
N/A
Samanage service desk delivers features that help our team perform.
What do you like best about the product?
Our team likes the automation that we have been able to leverage in the help desk. We are using these to walk team members through the required steps for larger repeated requests. Examples are employee on-boarding or termination and software validation.
What do you dislike about the product?
A lack of automated refresh on the incident page and weak time tracking. The lack of software install date.
What problems is the product solving and how is that benefiting you?
We are better able to consistently deliver on the larger tasks with the workflow feature. The inventory features have enabled us to track assets better than ever.
Recommendations to others considering the product:
The implementation team is awesome. I highly recommend that any new customer take advantage of them to maximize the potential for a successful launch.
Samanage Gets the Job Done
What do you like best about the product?
The asset management in samanage is very useful and easy to update.
What do you dislike about the product?
I dislike that sometimes Samanage Can be clunky.
What problems is the product solving and how is that benefiting you?
Samanage gives us an ITSM to utilize as well as manage our assets.
Recommendations to others considering the product:
use it side by side with the asset management.
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