SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Simple ITSM, with Complex Usability, without Compromising Scalability.
What do you like best about the product?
The Ease of Use, and ability to quickly onboard new features and functionality in our team members.
What do you dislike about the product?
Roles and Permissions structure is currently cumbersome to implement/utilize for custom roles.
What problems is the product solving and how is that benefiting you?
Unified ITSM solution for our teams. Need to Automate Incident Management. We've realized the Help Desk Portal, as well as begun crafting an Enterprise Service Desk for the entire organization.
Recommendations to others considering the product:
Be sure to understand what your current support processes are before trying to automate them. Make sure that you don't cut corners with understanding what Groups and Tags you will be using, as well as the use of Categories and Sub-Categories. Get help from Professional Services IF you are going to create extensive/custom roles and permissions to avoid problems during implementation. Utilize your Project Implementation specialist during Implementation/Go-Live, and your Customer Success Manager post Go-Live.
Samanage company that listens to their customers
What do you like best about the product?
The customer community area. Enhancements are suggested and discussed with Samanage and customers, customers are able to vote on the enhancements.
What do you dislike about the product?
In some areas the software is too simple. They have started the connection between Purchase Order, Contracts and Inventory, but without an API reporting is difficult
What problems is the product solving and how is that benefiting you?
Samanage has enabled us to handle not only the ITS support tickets but also the support tickets for other departments. Without this tool our department would not be so successful. We also use Samanage for inventory management and Purchase Orders / Contract Management.
Having all this information in one place has allowed our team to work together as a team and support one and other
Having all this information in one place has allowed our team to work together as a team and support one and other
Recommendations to others considering the product:
Plan your security roles ahead of time
Great interface
What do you like best about the product?
The reporting, clean display, user-friendly.
What do you dislike about the product?
There are a few features we would like to see (auto-calculating due dates, etc.) that are not on the road map.
What problems is the product solving and how is that benefiting you?
granular reporting and improving service
Great application and easy implementation
What do you like best about the product?
The application is easy to learn and use. All the needed features are included and the interface is intuitive.
What do you dislike about the product?
SSO requires a 3rd party implementation. It's included, so no extra cost but another level of complexity.
What problems is the product solving and how is that benefiting you?
We purchased this application to improve customer service, track issues, build a knowledge base and track inventory.
Very nice product
What do you like best about the product?
The UI for the back-end as well as the end users.
What do you dislike about the product?
Not much to dislike. I have been pleased with Samanage overall
What problems is the product solving and how is that benefiting you?
Incident tracking, management, forecasting, and general documentation.
Recommendations to others considering the product:
The UI is worth it!
Samanage is user friendly
What do you like best about the product?
The site is easy to navigate for many of our users who are not tech savvy. Their customer service is very responsive.
What do you dislike about the product?
We would like to have more automation. For example - rather than having to create an API for simple information gathering.
What problems is the product solving and how is that benefiting you?
N/A
Simple and effective
What do you like best about the product?
Its simplicity and design layout make it easy to navigate.
What do you dislike about the product?
I do not dislike anything. I wanted something simple.
What problems is the product solving and how is that benefiting you?
I use it to keep track of helpdesk tickets and inventory.
Easy to Impliment
What do you like best about the product?
Customer Service has been great, fast response on everything asked
What do you dislike about the product?
More resources for user training/adoption.
What problems is the product solving and how is that benefiting you?
Staff relations
Great help desk product that needs additional features - hopefully coming soon!
What do you like best about the product?
Samanage was easy to integrate, customize and use in our environment. We were designated a representative for implementation who was very useful and then a post implementation representative for any issues after. We use Samanage daily and for help desk tickets and tracked reports it is great.
What do you dislike about the product?
API Integration needs more support. I wanted to set up a Change Management ticket from an incident ticket and it does not fully integrate, especially for approvers which is annoying.
What problems is the product solving and how is that benefiting you?
We needed a new help desk solution to our existing bespoke on premise one, this fit the bill.
Recommendations to others considering the product:
Go for it! Provided support for this product is built upon this is a great way of getting a user friendly customizable help desk system
Samanage Review
What do you like best about the product?
Simple and effective tool for help desk. Amazing tool for tracking assets, computers and mobile devices. Forms for users to request help or purchase new technology.
What do you dislike about the product?
The limited ability to set SLA, currently SLA can only be set through sub categories, limiting the ability alert helpdesk that a ticket has been sitting for too long.
What problems is the product solving and how is that benefiting you?
Currently we use it for help desk and asset management. Major benefit comes with assisting assets to users and tracking the issues related to the asset and the user.
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