SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Service Delivery Manager
What do you like best about the product?
I thoroughly enjoy the reporting capability because my company works with a variety of clients and reporting numbers/metrics is key to building value for our customers.
What do you dislike about the product?
I really can't tell the difference really with the new format. Other than a couple of new features it looks the same to me.
What problems is the product solving and how is that benefiting you?
My business initially had problem capturing metrics but with Samanage we are now able to determine what tyoe of incidents are frequently being raised.
Recommendations to others considering the product:
Yes
Intuitive and fast
What do you like best about the product?
Ease of use. The ability to search for tickets easily. Making changes and attaching the change to incidents or assets.
What do you dislike about the product?
Notifications bell doesn't respond well to mouse wheel and loading new notifications as you scroll jump ahead.
What problems is the product solving and how is that benefiting you?
Managing SLA of tickets for our customers. Managing assets for our customers. Managing changes to environments using the change request system.
Sys Admin II
What do you like best about the product?
This product is very easy to use. The transition was super easy as well.
What do you dislike about the product?
The searching feature leaves a lot to be desired. Difficult to navigate back to original screen after doing a search.
What problems is the product solving and how is that benefiting you?
CMDB data
Recommendations to others considering the product:
Take it for a test drive. You will not regret it.
Service Delivery Manager
What do you like best about the product?
I like the ability to easily communicate with the clients using the comments section.
What do you dislike about the product?
The thing that I dislike about Samanage the most is that if a client comments on a closed ticket then you will not get a notification, which has caused a problem in the past.
What problems is the product solving and how is that benefiting you?
We use Samange to process incidents with our clients, and are able to sort them based on priority.
Recommendations to others considering the product:
N/a
Samanage Ticketing
What do you like best about the product?
The ease of setting up the helpdesk creating workflows that fit our business. The asset management function with its agents deployed on all machines makes tracking a breeze.
What do you dislike about the product?
There is not much to dislike with Samanage. If anything could be improved it would be the ability to add variables to Service Request titles.
What problems is the product solving and how is that benefiting you?
IT Helpdesk tracking, asset management, and change management.
Great Tool - Great Price
What do you like best about the product?
The software was easy to use and easy to change. My team found that entering tickets took about 2/3 less time to enter tickets. We are already seeing and increase in ticket volume. Also the email Integration in the best that I have seen with all the tools on the market.
What do you dislike about the product?
The software is missing a few things, but they are always pushing out new items. Great platform for an ITSM tool.
What problems is the product solving and how is that benefiting you?
We used paper forms and those would get lost. This will streamline our processes.
Recommendations to others considering the product:
Great tool and great price. My team now is entering more tickets based on the speed to enter them.
Samanage Review
What do you like best about the product?
The ease of use and the new features they constantly implement
What do you dislike about the product?
The lack of customization in some parts and user integration
What problems is the product solving and how is that benefiting you?
Ticket and inventory tracking
Samanage
What do you like best about the product?
Easy workflow for managing your IT requests.
What do you dislike about the product?
I do not like that there is not more status updates.
What problems is the product solving and how is that benefiting you?
A way to manage IT requests.
Solarwinds Help Desk essentials
What do you like best about the product?
The ease of use for most of the help desk associated applications. Solarwinds is a great tool for any help desk type of worker and is great for many uses all the way down to just logging. There are a great number of benefits when using Solarwinds help desk. Ticketing, logging of work, and audit purposes, also make this a great tool to utilize in any help desk or call center type of environment as the features are literally built for exactly them purposes.
What do you dislike about the product?
Needing to utilize multiple different additions for the help desk tool to be fully capable of working. I would suggest wrapping all the features into 1 GUI or dashboard as a package deal.
What problems is the product solving and how is that benefiting you?
Multiple issues from software and remote fixes, down to sending techs to sites and having physical hands-on work applied at locations.
Recommendations to others considering the product:
This is a great tool for really ALL support desk type of environments and NOC type of roles. I would suggest getting this tool as it is a great addition for work. This can also be used in a call center environment for logging calls and getting updates and a place to store the updates you are getting from the customers you are supporting with the tool.
User friendly on the front and back end
What do you like best about the product?
As a technical project manager, having to do some setup as well as understanding the front end to train and request requirements are both a part of my job. The way the system is setup makes these items both easy for me, as it just makes sense.
What do you dislike about the product?
I don't like the fact that we can't report off of catalog item custom fields out of the box.
What problems is the product solving and how is that benefiting you?
We use this as a ticketing system for back end teams and as a front end portal for users to engage with IT online.
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