SolarWinds Service Desk
SolarWindsExternal reviews
727 reviews
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Good ITIL Service Management tool!
What do you like best about the product?
Easy implementation Great support Follows ITIL framework minimum management since its a SaaS based service
What do you dislike about the product?
The Incident and Service Request share the same backend database. It becomes an issue if you are trying to define a different workflow or the each.
What problems is the product solving and how is that benefiting you?
Implement ITIL framework to increase productivity
Recommendations to others considering the product:
Plan plan plan. Know the service request and incident workflow. The tool is only as good as you planning.
Satisfied
What do you like best about the product?
We are satisfied with the incident management features of the Samanage Platform.
What do you dislike about the product?
We feel that some of the customization options within service requests could be improved.
What problems is the product solving and how is that benefiting you?
Primary objective was to improve our incident management process.
Samange - Easy to Start, Easy to Use
What do you like best about the product?
Ease of use for both the end user and support staff, clean cut UI.
What do you dislike about the product?
Reporting, it has much to be improved on and is hard to get historical data in a exportable format.
What problems is the product solving and how is that benefiting you?
We've been utilizing Samanage as both a service desk and Incident/Problem management system. We've benefited greatly from the cooperation with other departments in building out Service requests (such as HR and new hire procedures).
Recommendations to others considering the product:
Focus on tuning reporting as this is a feature many administrators use and would benefit the platform.
Gets the job done
What do you like best about the product?
Follows ITIL. Responsive support. Clear effort being put in to improve the product over the past year plus.
What do you dislike about the product?
Limited automation, reporting is lacking, integrations come up short
What problems is the product solving and how is that benefiting you?
ITIL framework (incidents, problems, changes)
Samanage Review
What do you like best about the product?
Great interface
Easy to move around Help Desks
Automation
Search
Creating solution and then linking them to known tickets.
Easy to move around Help Desks
Automation
Search
Creating solution and then linking them to known tickets.
What do you dislike about the product?
My biggest dislike is not having to ability to categorize tickets on the fly. As a "Help Desk Agent" You should be able to open the ticket and categorize right from the main screen instead of hitting Edit.
What problems is the product solving and how is that benefiting you?
We have been able to create wonderful solution and linking them to known issues. When this happens the AI recommends solutions to users while they are logging a ticket about that issue. Cut down our ticket numbers on common issues.
Recommendations to others considering the product:
Highly recommend it. You will love how easy it is to use.
Great platform for asset management and trouble ticket
What do you like best about the product?
This is a great ITSM. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interacting with your tickets.
What do you dislike about the product?
I dont have any particular weakness in order. As I have used it throughout the years I have become appreciative of how the interface is designed. Its clutter free and lets me do my work
What problems is the product solving and how is that benefiting you?
Help Desk & Asset Management
Great product for incident response, management, and analysis
What do you like best about the product?
the customization ability. I am able to customize what i want to see in the dashboard and the incident page.
What do you dislike about the product?
the email setting. getting some of the emails to my office 365 server was a little difficult. Emails were sent to quarantine.
What problems is the product solving and how is that benefiting you?
3rd party product evaluations
It has came a long way and headed in the right direction
What do you like best about the product?
The user community is a great place to learn how other people are using Samanage. The knowledge passed around on topics is great. The uptime has been great over 3 years I can only remember one substantial outage and that was the big AWS outage.
What do you dislike about the product?
The incident management leaves a lot to be desired. We fixed it with a generic service request item but in all reality not very ITIL friendly on that front.
What problems is the product solving and how is that benefiting you?
We went from the old school email to Samanage. As a support person I've loved it in the aspect of managing my own work. I don't know how we did it before after 3 years of having Samanage.
Recommendations to others considering the product:
If you take your time and have a good base before rolling it out you will save a lot of early headaches. They're continually trying to better the product and the community is great.
Almost Great
What do you like best about the product?
The reporting and response time of the support team are better than most in the market.
What do you dislike about the product?
A lot of small design choices add up to additional clicks that really impact the usefulness. They're not deal killers, but since it's SO close and the changes so small, it's frustrating with the way it behaves sometimes.
What problems is the product solving and how is that benefiting you?
Reporting, Cost, Departments, opening it up to other user groups. Samanage allowed us to do this.
Recommendations to others considering the product:
Be patient and reach out to support when you have issues.
Very customizable ticketing system
What do you like best about the product?
The degree in which you can customize ticket submissions and queues
What do you dislike about the product?
There have been several performance issues.
What problems is the product solving and how is that benefiting you?
Its a far better ticketing system than our previous system
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