SolarWinds Service Desk
SolarWindsReviews from AWS customer
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We are very happy with incident tracking and it's mobility
What do you like best about the product?
Mobility options are great. Not force to only work from my desk. From any browser or mobile device I can be available
What do you dislike about the product?
Implementation was very smooth. More assistance in getting the most of Samangage would sped up time for us to get better results.
What problems is the product solving and how is that benefiting you?
Daily incident tracking. Systemic or repetitive problems are better found as well and tracking when other processes are brought online, they are better tracked.
Recommendations to others considering the product:
Our implementation was very easy. I would have asked more questions on how other companies were using it and looked at more case studies in other users. This would streamline the time it took go from off the runway to reaching cruising altitude.
Samanage is perfect for a mid size company
What do you like best about the product?
Ease of use. Ticketing and Asset Management systems are well done.
What do you dislike about the product?
It will crash the browser every now and then.
What problems is the product solving and how is that benefiting you?
Saved time with asset management.
Recommendations to others considering the product:
Do as much prep work during initialization. It will save you time in the long run.
Fantastic Tool & Support
What do you like best about the product?
Professional and expeditious support and assistance with implementation, technical support, and best cases.
What do you dislike about the product?
Room for improvement in the reporting area
What problems is the product solving and how is that benefiting you?
Global help desk and IT support, asset & contract management, compliance and self-help tools.
Recommendations to others considering the product:
Highly recommend the toolset and backend support you get from the Samanage team.
Ok, but there are better products
What do you like best about the product?
The fact that it used the cloud. Out previous product didn't, which mafe it hard for users in other countries to use.
What do you dislike about the product?
Not easy to navigzte or get historical reports
What problems is the product solving and how is that benefiting you?
Help Desk
Works well for multiple people working different parts of a ticket
What do you like best about the product?
Our IT department quite often gets DSRs which require action from several groups within our department. Samanage allows for this very well. Each person involved can review the ticket and take any action they need to complete and close that portion of the ticket. The ability to communicate between techs and the client work very well.
What do you dislike about the product?
Occasionally we experience a lag in the response time. This can last a day or two. It doesn't happen often but it is really the only thing I would say is a negative. Pretty much every thing else about this application is a positive.
What problems is the product solving and how is that benefiting you?
Our IT department is the primary user of Samanage but several other departments use it as well, HR for instance. One instance of multiple group interaction on a DSR ticket is when onboarding a new employee.
Great Cloud ITSM
What do you like best about the product?
It's pretty easy to use, fast, and reliable and with cloud access it makes it easy to check in or update incidents from the Samanage App.
What do you dislike about the product?
Some desired reports just aren't available or are difficult to get to. The API is also a bit unfogiving/inflexible.
What problems is the product solving and how is that benefiting you?
Customer satisfaction and tracking of inventory are our biggest wins.
Recommendations to others considering the product:
Make sure you will be able to import any data you desire. If you want legacy tickets stored, they will lose their time & date. Make sure the reports are as expected and ask for samples.
Solid platform and always improving
What do you like best about the product?
The customer experience in the public portal is very clean and easy to use. Behind the scenes there's a lot of customization for admins.
What do you dislike about the product?
Trying to be everything to every environment must be difficult but Samanage offers plenty of tweaks for admins. There are some minor improvements on their list (which is easy to note the progress of, they're very transparent) that I'm looking forward to.
What problems is the product solving and how is that benefiting you?
In our IT department for a university campus we have a great interface for our clients to interact with us and automations and workflows that keep things moving quicker on the support side.
Samanage A solid product
What do you like best about the product?
It ability to work anywhere. even with the lightest of internet connection it can be used by our employees
What do you dislike about the product?
Little light on customer service. I find that there service department takes a little time to answer questions
What problems is the product solving and how is that benefiting you?
Helpdesk
Good ITIL Compliant Helpdesk & Inventory
What do you like best about the product?
I like the fluidity of the UI. The code is good and the agent is flawless.
What do you dislike about the product?
I wish they had more customization available for creating templates and assigning tasks. Once a templated task is opened the underlying tasks are not able to be re-assigned or edited.
What problems is the product solving and how is that benefiting you?
inventory, SLA
Great Product
What do you like best about the product?
The clean interface and it is easy to implement and use
What do you dislike about the product?
Search features in the sense that searching kind of sucks.
What problems is the product solving and how is that benefiting you?
IT service delivery, Inventory control, SLA metrics
Recommendations to others considering the product:
Search features
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