SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Developing product fills our need
What do you like best about the product?
Able to automatically categorize inventory by department on agent communication. Also can give software inventory.
What do you dislike about the product?
Software inventory limited to items after agent deployment. Agents do not include 2-way communication and are not automatically updated before communication is disrupted.
What problems is the product solving and how is that benefiting you?
Inventory Management across platforms and without the need for a specific network. We can keep track of computers in use off campus and on both Macs & PCs now.
Recommendations to others considering the product:
Ensure you have an alternate means of software deployment available to use for agent updates. SAManage agents do not have 2-way communication yet.
Samanage
What do you like best about the product?
The workflows for all the different types of incidents
What do you dislike about the product?
The ease of use. Most of the time, tickets are duplicated because people don't know their ticket was created.
What problems is the product solving and how is that benefiting you?
A one stop shop for all incidents, problems, and changes.
Recommendations to others considering the product:
Really look at what is out there at this time in terms of ticketing software. Samanage ended up being a good middle man to ticketing but we are ultimately probably going to be switching to some other product in the near future.
Great Service Desk Solution
What do you like best about the product?
We moved from and in house built ticketing system to Samanage and the system is easy to use, it was easy to implement. Our users gave us great feedback on it and are happy of how easy it is to submit a ticket now. We also love the inventory management feature that Samanage offers and how easily we can link equipment to users and keep track of them. I will definitely recommend Samanage.
What do you dislike about the product?
The inability to @username in order to get the attention of an user to a specific ticket.
What problems is the product solving and how is that benefiting you?
This is a solution we implemented to manage our service desk and inventory.
Does What It Needs To Do. But Don't Expect Much Else.
What do you like best about the product?
Nothing. I am not a fan of the support, the administration, the customization, the integration, the CSMs, nada.
What do you dislike about the product?
Everything. I dislike the support, the administration, the customization, the integration, the CSMs, etc.
What problems is the product solving and how is that benefiting you?
None and none.
Recommendations to others considering the product:
Go with Zendesk.
An easy way to track trouble tickets
What do you like best about the product?
Samanage make communication about tickets easy.
What do you dislike about the product?
There should be a way to sort saved searches.
What problems is the product solving and how is that benefiting you?
We are able to communicate the status of application issues conveniently.
Works well for our company
What do you like best about the product?
Samanage is very user friendly and the customer service is great!
What do you dislike about the product?
Reporting functionality could be improved.
What problems is the product solving and how is that benefiting you?
tracking tickets
Greate Ticketing and Assest management
What do you like best about the product?
Customer service. Whenever i have an issue they are very quick to respond.
What do you dislike about the product?
The merge feature of the tickets. This needs improved.
What problems is the product solving and how is that benefiting you?
Samanage allows our end users to email in and create a ticket. This allows the IT team to respond quickly to their issues. The other benefits are the asset management with inventory. It allows us to track both mobile devices and computers.
Continuous Support, Excellent Responsiveness
What do you like best about the product?
Support is quick, and they are willing to work with you to achieve the best solution for your needs.
What do you dislike about the product?
Not as flexible with some customer facing tools
What problems is the product solving and how is that benefiting you?
Provides client support, allows our clients to enter tickets. Allows us to fully manage, control, track, and resolve all issues reported within one application.
Great System with excellent support
What do you like best about the product?
The support is the best piece of the system. They are responsive and easy to access.
What do you dislike about the product?
Sometimes the system runs a bit slow and it is hard to load certain pages.
What problems is the product solving and how is that benefiting you?
IT Service management. We are closing tickets at a higher rate and we are more responsive than the spiceworks system we had before.
Samanage is great!
What do you like best about the product?
The wide variety of features and it's user-friendliness.
What do you dislike about the product?
Nothing. It is a very good product, I like it very much.
What problems is the product solving and how is that benefiting you?
IT Help desk tickets, contract management, service catalog, equipment request
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