SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Wonderful Service Desk Experience
What do you like best about the product?
I love how in addition to being a service desk, it is also usable as an inventory system and we can quickly look at a user's PC specs all from the same system
What do you dislike about the product?
There used to be features that I did not like, or rather the lack of certain features, but recently they have been really stepping up their game and adding more and more features.
What problems is the product solving and how is that benefiting you?
One of the best benefits of using Samanage is the ability to also utilize it as an inventory system in addition to a service desk
Recommendations to others considering the product:
I absolutely love using Samanage. It is very easy to manage as an administrator, and very easy for users to create tickets.
Samanage Service Desk
What do you like best about the product?
Samanage has tools for almost any department in your company. From Facilities to HR and IT you can track and maintain visibility into the work that needs to be done and the employees who are accomplishing it.
What do you dislike about the product?
Aside from a few bugs on iOS devices, we haven't had much to complain about. The one thing that is good about Samanage, is they love hearing about the stuff that doesn't work just as much as anything else so they are always trying to improve things and do better.
What problems is the product solving and how is that benefiting you?
Managing tickets for IT, creating workflows for facilities team and managing HRs requests for new and former employees
Recommendations to others considering the product:
Integrate Samanage with Active Directory to make managing your users simpler.
Samanage is a great tool!
What do you like best about the product?
Samanage is really easy to use and reliable.
What do you dislike about the product?
The data analytics leave a little bit to be desired.
What problems is the product solving and how is that benefiting you?
We use Samanage as our IT ticketing system and it has proven very useful and effective.
Perfect Service Desk for our needs
What do you like best about the product?
The overall set up of the service desk is awesome.. Very easy to implement and use right out of the box. But customizing it is easy as well.
What do you dislike about the product?
There's not a whole lot that I dislike about it.. The only issues I had was with the asset management being a little hard to understand. But with the Samanage support we were able to figure it out.
What problems is the product solving and how is that benefiting you?
Tracking service requests for many different areas of IT. Also have some facility items in the service desk as well. And testing new employee onboarding at this time.
Samanage is a great Product
What do you like best about the product?
The product is very easy to use. I really like the helpesk portion.
What do you dislike about the product?
There is really nothing I don't like about the product.
What problems is the product solving and how is that benefiting you?
The product is great to use for our helpdesk environment.
Recommendations to others considering the product:
I would recommend it.
Intuitive interface and excellent support
What do you like best about the product?
Samanage Servicedesk is a delight to use compared to our previous solution. Our employees refused to use the old antiquated system, so managing the helpdesk was a nightmare. Samanage has changed that and feedback from employees is very positive.
What do you dislike about the product?
They do not have a good solution for integration with Active Directory and a third party authentication and sync system has to be implemented alongside.
What problems is the product solving and how is that benefiting you?
We have been able to implement a helpdesk and asset tracking package that actually works and is used.
Recommendations to others considering the product:
For our Small/medium sized business this is an ideal solution. It may be a bit less manageable for larger sized companies.
Samanage provides a beautiful, functional, and intuitive interface.
What do you like best about the product?
The product is both simple and robust. It provides a multitude of tools, features, and metrics for interfacing with our user base and providing the best support we can.
What do you dislike about the product?
There are some intermittent issues, but they are few and far inbetween. Anyone in the IT or engineering world will tell you that intermittent issues are difficult to pin down.
What problems is the product solving and how is that benefiting you?
We needed a tool to consolidate our knowledge base as well as something that was simple to use. Samanage Service desk provides everything we need to stay in touch with our users and provide support in an efficient manner.
Great tool for Service Desk
What do you like best about the product?
Quick and easy interface for agents to use.
What do you dislike about the product?
I do not like to create query for see tickets in the queue.
What problems is the product solving and how is that benefiting you?
Ticket, inventory, and workflow tracking.
Samanage, a great service desk tool for your company
What do you like best about the product?
Samanage does a great job of integrating ITIL into our service desk. Our team members and clients enjoy using the portal to submit incidents and requests.
What do you dislike about the product?
Our IT technicians wish that the queue had an auto refresh when new incidents or requests are submitted.
What problems is the product solving and how is that benefiting you?
It has revolutionized the way we use our service desk. From keeping track of inventory to utilizing service requests to get more information out of our team members for proactive requests.
Recommendations to others considering the product:
We considered quite a few other service desk tools, including household names, and Samanage checked every box we were looking for to implement with our company.
Great Platform!
What do you like best about the product?
The Service Desk Incidents, Changes and Problems module and assist greatly in our Day to Day Operations and Support
The interface is very intuitive
The Service Catalogs help create a in depth workflow and the concurrent access assists in the timely resolution of multi-departmental tasks
The interface is very intuitive
The Service Catalogs help create a in depth workflow and the concurrent access assists in the timely resolution of multi-departmental tasks
What do you dislike about the product?
Feature requests require the community to vote up before attention is brought to it, rather than a customer submitted request directly. The flip side is new featureless are constantly being released and the platform is always improving
What problems is the product solving and how is that benefiting you?
The Changes Module has greatly improved our Change Management Process
The Incidents module and Service Catalog has allowed us to extend our use beyond just out IT department but into various other department for us
With the Incidents, Changes and Problems associations we have been able to identify trending and resolve root cause items much more promptly
Recommendations to others considering the product:
Worth taking a look at over other products we've demo'd. Other solutions appear to require much more overhead for implementation and may not have all the same features
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