SolarWinds Service Desk
SolarWindsReviews from AWS customer
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We use Samanage for Service desk and Inventory of hardware
What do you like best about the product?
I like that in the service desk we can assign tickets to groups of people. I also like that we can pull reports based on categories and subcategories of the tickets submitted.
What do you dislike about the product?
I dislike that in the views i cannot edit certain fields. It would be nice to easily edit the users subject and requester. Sometimes our requested ticket comes from a sharepoint form. This appears in samanage as if the ticket were from sharepoint and not the user. Which brings me to my next dislike. It would be nice to have JS snippet of the help desk samanage form to embed into sharepoint.
What problems is the product solving and how is that benefiting you?
ticket resolution
Recommendations to others considering the product:
they are heading in the right direction. The interface is easy to use.
Complete package for Service Desk and Asset Management
What do you like best about the product?
What I like best about Samanage Service Desk is the ability to create a catalog of services that a user can request and the ability to create new problems and a step-by-step solution on how to resolve new issues. Also, the integration with G Suite Admin Console allows us to manage almost every platform in our organization in one place.
What do you dislike about the product?
Since we had Samanage globally rolled out in our organization, I never had a thing yet that I did not like about it. I absolutely like all the features that makes service desk support really easy.
What problems is the product solving and how is that benefiting you?
We initially used Samanage for Service Desk support such as creating a catalog of services, creating a knowledge base for troubleshooting and most importantly, to measure our Service Level Agreement performance in providing support. Samanage can do more than that. The Asset Management feature allows us to tag and track all issues reported per machine and/or device that we ever deployed. Which allows us to create critical decisions when it comes to extending support.
Recommendations to others considering the product:
If you are looking for a Service Desk system, Samanage is your go-to. Samanage offers more than just service desk solution, it offers a handful of features that help you manage assets, provides service desk support and measures how well you are in meeting the level of service you are providing your organization.
Best overall solution we found
What do you like best about the product?
The ease of setup was amazing. We had a tenant with SSO and users imported in less than a day.
What do you dislike about the product?
Some of the nomenclature does align with our company. No big deal though.
What problems is the product solving and how is that benefiting you?
We started with a pure IT ticketing system but the service catalog has been transformative for working with HR and other departments. Employee on/off boarding has become a way better experience for everyone.
Great product
What do you like best about the product?
we are a small business and for the price this was the best choice for managing our inventory. you can see every program and its security key so it makes managing software licenses super easy.
What do you dislike about the product?
importing our users gave us some issues but Courtney at samanage fixed it for us pretty quick.
What problems is the product solving and how is that benefiting you?
tracking assets have become super easy now.
Great Help Desk with Short learning curve
What do you like best about the product?
Pretty easy to setup and get rolling. Fantastic implementation support and planning for Go-Live
What do you dislike about the product?
Purchasing needs a few more options. No ability to stale date or archive solutions. I'm nit picking here. Its hard to really find anything major wrong with this product.
What problems is the product solving and how is that benefiting you?
Improving response time and accountability for incidents.
Recommendations to others considering the product:
Wouldnt recommend as a ticketing system alone. Would recommend it the company was looking for a sturdy ITSM software.
Powerful tool with slow support.
What do you like best about the product?
Overall the applications functions as intended, its easy to use and pulls in lots of data.
What do you dislike about the product?
Some of the integration functionality for warranty periods are a little messed up.
What problems is the product solving and how is that benefiting you?
We use it to check warranty dates, track license information and whats installed on a machine.
Efficient and Effective
What do you like best about the product?
The Implementation Support is great from the very start. Before you even get started, they are already sending the Getting Started Guide and assigned us a dedicated Account Manager. Throughout the implementation, we had technical support as well as the implementation specialist assisting us the whole way.
What do you dislike about the product?
Certain features missing when compared to enterprise ITSM suite, but great for SMB market
What problems is the product solving and how is that benefiting you?
ITIL based ITSM solution. Already benefitted from ITAM setup.
Recommendations to others considering the product:
Start with Samanage on your short list
Great Service Desk tool and Asset Management
What do you like best about the product?
Asset Management is included , Easy to deploy, Users like it , Easy to navigate and setup the whole system
What do you dislike about the product?
Nothing much just little bit pricey but worth it, I would love to see Slack work more in creating the ticket
What problems is the product solving and how is that benefiting you?
Ticket getting lost , prioritize tickets, Asset management
Recommendations to others considering the product:
Its nice tool if you have the cash
Join Samanage
What do you like best about the product?
The support they provide is unlike any other.
What do you dislike about the product?
The only thing I’ve disliked is that my CIO didn’t buy the inventory software from Samanage.
What problems is the product solving and how is that benefiting you?
Fixing the Help Desk
Samanage - it is all about value
What do you like best about the product?
Ease of deployment and the user interface is simple.
What do you dislike about the product?
I should be required to purchase the highest subscription level to get a signed associates agreement for compliance purposes.
What problems is the product solving and how is that benefiting you?
Ticket and inventory management, user feedback, and Knowledge Base management.
Recommendations to others considering the product:
There are many competitors, but few are as professional and well rounded.
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