SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Easy and functional
What do you like best about the product?
The ease of use, and general layout. It feels almost like a social media platform - which is very familiar to everyone!
What do you dislike about the product?
Nothing really. Everything functions without issues.
What problems is the product solving and how is that benefiting you?
IT Helpdesk and inventory..
Samanage Review
What do you like best about the product?
It is easy to set up and manage. It is also very easy for a customer to submit a ticket
What do you dislike about the product?
I haven't come across anything I dislike as of yet
What problems is the product solving and how is that benefiting you?
Better collaboration with customer interface, asset management and solutions for user's to view
Great product. Even better support.
What do you like best about the product?
When someone moves a PC or Printer an incident is created in Samanage automatically.
What do you dislike about the product?
Asure integration needs some work. They promise this in the works .
What problems is the product solving and how is that benefiting you?
Asset management, incident management, and SLA tracking.
Recommendations to others considering the product:
take your full evaluation period. use support they are great.
Samanage looks like a solution that will fulfill our needs in ticketing and services
What do you like best about the product?
Customable service catalog items are a great feature
What do you dislike about the product?
Searching for users could be easier. From what I understand you have to filter view as opposed to a search box for users
What problems is the product solving and how is that benefiting you?
Ticketing system and internal processes
Hillsides Employee Samanage Review
What do you like best about the product?
So many things...Solutions is one of the best features being that a lot of tickets that are submitted require the same solution. By having a solutions features, we can have employee search for one before submitting a ticket.
What do you dislike about the product?
You cannot search for a user. So far, I've noticed that you have to create a filter to find a user. When you have many employees, it is time confusing to find multiple employees to edit their user account.
What problems is the product solving and how is that benefiting you?
We will automate requests for three departments. Currently, requests come via phone, personal email, and for facilities through slips. We haven't implement but we will streamline a lot of processes pertaining to requests and incidents.
Ease of use for Samanage
What do you like best about the product?
I do like the cloud solution option. I have used many system on-site which has the burden of keeping the software update and not much time to use it
What do you dislike about the product?
No context based sorting. When in the Incident screen, using the search will look for Incidents not everything which contains the strings. Changes searches changes,etc.
What problems is the product solving and how is that benefiting you?
We are tracking Incidents, changes and Configurations items. WE also have remote access to items on a Smart phone app
Samanage excels at ITIL simplification
What do you like best about the product?
The stream lined approach to ITIL I like that we can follow the ITIL lifecycle for our clients.
What do you dislike about the product?
Reporting could be better. It is very frustrating to attempt to create reports as they do not meet business needs.
What problems is the product solving and how is that benefiting you?
We are an MSP shop that houses a 24/7/365 service desk. Samanage assists us with our requests.
Recommendations to others considering the product:
Ensure Reporting is robust enough for you. It is lacking and we have to export data and create our own.
Solid foundation, customization required
What do you like best about the product?
Easy to use, tickets are easy to update and the interface is not cumbersome or slow like other service desk solutions I've used.
What do you dislike about the product?
There does not appear to be a single view dashboard feature where I can look at all open tasks assigned to me. (incidents, changes, etc) You can get this by changing the filters on each tab view, but you can't see both at once.
What problems is the product solving and how is that benefiting you?
Tracking SLA breaches has become trivial.
Recommendations to others considering the product:
During a trial period, be sure to identify the things you NEED to know at a glance, and build your dashboards accordingly.
Good user interface for small business
What do you like best about the product?
Asset Tracking allows in depth tracking and reporting.
What do you dislike about the product?
Minimal built in integrations with active directory. you have to use a 3rd party to integrate.
What problems is the product solving and how is that benefiting you?
Allows us to integrate with ITIL processes, specifically ticket and change management. The asset tracking is a very nice feature to have as well since it promote problem tracking with attached CI's
Overall good, but search not always useful
What do you like best about the product?
I like that integrates so many parts of IT functions like assets, incidents and change management.
What do you dislike about the product?
The search and/or refresh of data is hit or miss. I search for an incident that I know exists and it won't find it.
What problems is the product solving and how is that benefiting you?
Authorizing and tracking changes. Tying assets to incidents and changes.
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