SolarWinds Service Desk
SolarWindsExternal reviews
727 reviews
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Great Implementation, fell a little short with support after setup
What do you like best about the product?
The interface is very easy to navigate, so Our teachers are able to put in tickets with ease.
What do you dislike about the product?
The Inventory side is very limited when it comes to comparing what you have, compared to what you've scanned.
What problems is the product solving and how is that benefiting you?
Help desk has solved a lot of issues.
Recommendations to others considering the product:
I would make sure to nail down all details before you finish the project. It's a little hard to get help the further out your completed project is.
The experience has been pretty good.
What do you like best about the product?
The ability to create tickets or Service request and track assets, as well as vendors.
What do you dislike about the product?
The set up process is a bit tedious, especially if you have many different avenues you want to take. Some items do not allow you to do what you would really like to do.
What problems is the product solving and how is that benefiting you?
We track Change Control, Assets, Helpdesk items and Vendors. It is nice to be notified when a vendor contract is up for revnewal and keep track of Change control.
Samanage Gets the Job Done
What do you like best about the product?
The asset management in samanage is very useful and easy to update.
What do you dislike about the product?
I dislike that sometimes Samanage Can be clunky.
What problems is the product solving and how is that benefiting you?
Samanage gives us an ITSM to utilize as well as manage our assets.
Recommendations to others considering the product:
use it side by side with the asset management.
Samanage Support
What do you like best about the product?
Their support is amazing and fast with every question you ask.
What do you dislike about the product?
There is no auto-refresh on the incoming tickets page.
What problems is the product solving and how is that benefiting you?
This is our help desk ticketing system.
Our field staff emails there issues and the site generates a ticket
What do you like best about the product?
For the most part the samanage online based program works well. Our field staff emails there issues and the site generates a ticket for us to keep track of and review.
What do you dislike about the product?
Current downfalls sometime we get emails that do not create tickets for a longer period of time then we would like. Also the subcategories you can't sort by alphabet.
What problems is the product solving and how is that benefiting you?
It allows my team to keep track of all the task and we realized just how busy or slow we are from pulling the reports it has available
Recommendations to others considering the product:
For the most part the samanage online based program works well. Our field staff emails there issues and the site generates a ticket for us to keep track of and review. Current downfalls sometime we get emails that do not create tickets for a longer period of time then we would like. Also the subcategories you can't sort by alphabet.
Simple, easy to use ITSM product, lacking in flexibility
What do you like best about the product?
Samanage is a cloud-based ITSM product, and is simple and easy to setup and use.
What do you dislike about the product?
Samanage lacks the flexibility to customize it to your exact needs and preferences.
What problems is the product solving and how is that benefiting you?
Easy, straight-forward, cost-effective incident management.
Recommendations to others considering the product:
Evaluate carefully whether it can be customized to meet your needs.
Powerful tool with slow support.
What do you like best about the product?
Overall the applications functions as intended, its easy to use and pulls in lots of data.
What do you dislike about the product?
Some of the integration functionality for warranty periods are a little messed up.
What problems is the product solving and how is that benefiting you?
We use it to check warranty dates, track license information and whats installed on a machine.
Solid foundation, customization required
What do you like best about the product?
Easy to use, tickets are easy to update and the interface is not cumbersome or slow like other service desk solutions I've used.
What do you dislike about the product?
There does not appear to be a single view dashboard feature where I can look at all open tasks assigned to me. (incidents, changes, etc) You can get this by changing the filters on each tab view, but you can't see both at once.
What problems is the product solving and how is that benefiting you?
Tracking SLA breaches has become trivial.
Recommendations to others considering the product:
During a trial period, be sure to identify the things you NEED to know at a glance, and build your dashboards accordingly.
Good user interface for small business
What do you like best about the product?
Asset Tracking allows in depth tracking and reporting.
What do you dislike about the product?
Minimal built in integrations with active directory. you have to use a 3rd party to integrate.
What problems is the product solving and how is that benefiting you?
Allows us to integrate with ITIL processes, specifically ticket and change management. The asset tracking is a very nice feature to have as well since it promote problem tracking with attached CI's
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
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