SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Solid Help Desk Ticketing Platform
What do you like best about the product?
Samanage has been a solid platform. They continue to add features and current features are maturing
What do you dislike about the product?
They need better integration with on-prem AD.
What problems is the product solving and how is that benefiting you?
Help desk ticketing. Much better SLA.
SAMANAGE Top Tool
What do you like best about the product?
Ease of use is what I find that I like the best.
What do you dislike about the product?
The help feature is a bit wonky and not really intuitive.
What problems is the product solving and how is that benefiting you?
KPI baselines for services technicians. The benefits of this have been understanding and addressing disparities in the regional areas of the company.
Recommendations to others considering the product:
Make sure that you have a clear plan and direction for the service or business that you are using this product. This will help when setting up the categories and buckets for KPI's and ITSM
Samanage Ticket Portal
What do you like best about the product?
I like the ability to search using many different filters. The layout of the portal is customizable and able to be adjusted to the users desired setting settings.
What do you dislike about the product?
Having to select edit within an indecent rather than being able to just adjust.
What problems is the product solving and how is that benefiting you?
Ability to track the amounts of service requests and the types. Accountability for the items being worked and also allowing us to see where our resources are most used.
"Samanage Delivers Better Than Competition"
What do you like best about the product?
Customer support. Usually get back within an hour.
What do you dislike about the product?
Sometimes when in a rush, too many hurdles to jump - but overall smooth product
What problems is the product solving and how is that benefiting you?
Helpdesk, Service Ticket management
Recommendations to others considering the product:
Keep on top of updates
Samanage saves us time
What do you like best about the product?
We have everything for users in one location. Their info, department, equipment and their calls into the Help Desk for assistance
What do you dislike about the product?
There is no system patching software. Samanage was working on a third party patching utility but it was never fully baked for deployment.
What problems is the product solving and how is that benefiting you?
We're able to get a complete history on all end user calls for assistance. This allows us to see if these are ongoing or new issues for our users software or equipment.
We use this for internal support only.
We use this for internal support only.
Recommendations to others considering the product:
Try to implement all features before going live.
Overall great system works well for our needs
What do you like best about the product?
It is great for a ticketing system at a helpdesk. It works very well for entering and maintaining tickets.
What do you dislike about the product?
The sorting of data could be a little better.
What problems is the product solving and how is that benefiting you?
We are currently using it for ITSM and ITIL management. It also does our helpdesk service desk system.
Recommendations to others considering the product:
Make sure you test the product to make sure it meets your needs.
Good Product Great Service
What do you like best about the product?
simple, fast, functional and easy to use
What do you dislike about the product?
some of the interface needs a little tweeking
What problems is the product solving and how is that benefiting you?
faster response time, easier communication between support staff and better communication with end users. also,
Recommendations to others considering the product:
very useful and functional if you use all of the modules
Best system for a fair price.
What do you like best about the product?
The variety of service management options.
What do you dislike about the product?
No issues with the system. Would like to see a better mobile admin app.
What problems is the product solving and how is that benefiting you?
Tracking SLA's, metrics, separation between incidents and requests.
Runs fine
What do you like best about the product?
The service desk is fine and keeps information organized
What do you dislike about the product?
Issues follow computer names, not MAC address
What problems is the product solving and how is that benefiting you?
need for complete helpdesk solution
Great Service Desk Tool
What do you like best about the product?
Samanage offers all the basic tools that are needed in a Service Desk. From Incident Resolution to Request fulfillment.
What do you dislike about the product?
Some of the service desk features can be more fleshed out. Time tracked per tickets, tasks to be completed according to incident etc.
What problems is the product solving and how is that benefiting you?
Samanage is how we interface with users in regards to their IT needs. This is great for tracking incidents that have been created, or requests to IT that need to be fulfilled. Another benefit is having a central database to store solutions that can be given right to the end-user to reduce down time.
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