SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Service Desk and Asset Management
What do you like best about the product?
The system is very easy to implement and train end users on.
What do you dislike about the product?
There are a few features with in the service desk we would like to see. The great thing is that Samanage is always releasing new features.
What problems is the product solving and how is that benefiting you?
We are using Service Desk and Inventory tracking. Service Desk has improved our process in multiple departments.
Samanage is a phenomenal tool for IT Asset Management
What do you like best about the product?
The client to install on our machines was small, it gathers a ton of information, and it presents it all in a very neat package that you can search. I also love being able to add custom fields to each computer/user so that we can add all of our important information.
What do you dislike about the product?
I wish there were more automated ways to gather information about switches and routers on our network. I also wish that there was an easier way to gather info about printers. It finds printers, but it doesn't present them in a very coherent package so we had to add all of our printers manually.
What problems is the product solving and how is that benefiting you?
IT asset management, inventory management, budgeting. We found out pretty quickly that we would be able to use this budgeting by adding all of our PO's for our purchases.
Recommendations to others considering the product:
If you're looking for a great asset management or inventory tool for your IT resources, this is an incredible product. I'm not sure about the help desk side of it because we haven't used that part of it.
Great product with fantastic customer service
What do you like best about the product?
Standing up the product was extremely easy and management/administration is simple. That alone gives me back a lot of time otherwise spent. Usability for IT staff and users is also a major plus.
What do you dislike about the product?
The biggest flaw I can see at this time is the limits in reporting. Yes, I can get the majority of information I need, but ad hoc reporting isn't quite as easy. Also, customizing automated emails needs to be a little more user friendly.
What problems is the product solving and how is that benefiting you?
We have been able to initiate a formal Change Management process as well as Problem Management. The knowledge base is easy to manage and utilize and we've also implemented a user portal with access to many knowledge documents - something that has, so far, alleviated about 20% of the phone calls we used to receive.
Recommendations to others considering the product:
If you're a small to mid-sized business that doesn't need a million bells and whistles, but could have them if wanted, this is the product for you.
Initially an inventory and tracking solution that has become our helpdesk portal
What do you like best about the product?
We are able to document critical information about all of our hosts which aids in troubleshooting and inventory tracking.
What do you dislike about the product?
Updating the agents needs to be done via group policy or manual
What problems is the product solving and how is that benefiting you?
We initially were using Samange solely for hardware and software inventory, this aided in troubleshooting as well as maintaining up-to-date details on all of our endpoints. We also manually inventories any devices that we couldn't install the agent on. Most recently, we implemented their Service Desk fully allowing our employees to submit trouble tickets to our IT team. This had made a major improvement in incident tracking, logging and resolution. The employee base has seen this as a major positive. Samange's support is very good, you can get a person in an on-line chat quickly and easily and resolutions to any issues can be worked through in a proper time frame.
Recommendations to others considering the product:
Test your possible solutions' support service, see which attends to you best.
Good service desk system with Good support
What do you like best about the product?
Support has been REALLY great to work with. They are responsive and the chat system work well.
What do you dislike about the product?
There are parts of the interface that require multiple steps to do something that should be really simple to do.
What problems is the product solving and how is that benefiting you?
it is a centralized service desk that provides people the ability to do some self help.
Recommendations to others considering the product:
The product has recently gone though a number of interface upgrades that are going in the right direction. Hopefully they will continue to increase their pace of implementing new features. The core product is good and useful.
Easy procurement process
What do you like best about the product?
Rich features and easy of navigation through the screens
What do you dislike about the product?
nothing the application performed as promoted
What problems is the product solving and how is that benefiting you?
easy of use
Samanage Support
What do you like best about the product?
Their support is amazing and fast with every question you ask.
What do you dislike about the product?
There is no auto-refresh on the incoming tickets page.
What problems is the product solving and how is that benefiting you?
This is our help desk ticketing system.
Samanage is a great service desk product!
What do you like best about the product?
We have had Samanage a little over a year now. Implementation was a breeze and Samanage has a great product with a great customer service team. The service desk software works fluently and creates a throughput we could not operate without.
What do you dislike about the product?
Not able to change custom fields from the main service desk window.
What problems is the product solving and how is that benefiting you?
Optimization and work history!
Recommendations to others considering the product:
Keep up the good work!
Top notch support, nice user interface
What do you like best about the product?
The user interface is very professional, fits with any organization, and is extremely easy to navigate. My customers often compliment me on how "nice of a Help Desk homepage we have". The administration interface is highly customizable and the built-in help features do a good job of getting your new Help Desk upand running quickly. Samanage's support is also great, they have several options to help their customers get setup and even after the intial setup they are responsive. I also love the Jive updates I get from them informing me of upcoming changes and new features.
What do you dislike about the product?
Though I did just say the built-in help features are great to get you going, some of them do require some massaging and trial and error to get just right. That being said, isn't that what a lot of IT work is though, trial and error to get it right? So this "dislike" is more me being lazy I guess. :-)
What problems is the product solving and how is that benefiting you?
easily accessible Help Desk to submite requests for help and the Solutions feature has been a great place to populate self help solutions reducing the number of duplicate requests or recurring requests by almost 25% in the 9 months we've been using Samanage
Recommendations to others considering the product:
Talk to their support and sales when they engage you, they truely want your business and want to make their product work for your organization (large or small). They have product offerings that will help your support staff be more productive even if you're a one-man operation.
We have had a great experience with Samanage within our organazation
What do you like best about the product?
Functionality, features, customization and support.
What do you dislike about the product?
Nothing at the moment that sticks out. We are very pleased with Samanage.
What problems is the product solving and how is that benefiting you?
We are solving our incident tracking issues and IT inventory management. We have seen increased end user satisfaction with incidents being resolved in a more timely manner. Better reporting on the types of incidents and problems we see most.
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