SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Great Tool and Service
What do you like best about the product?
The tool is very user friendly and I would recommend it as a solution for any business that is looking for a Service Desk solution. Support is very good and prompt also.
What do you dislike about the product?
Setting up the process of the service catalog is a bit difficult to understand with the condition set being set up first and then the task. It would seem better if it was the other way around.
What problems is the product solving and how is that benefiting you?
We benefit from the customer satisfaction surveys, they help with knowing where and if there are things we need to work on.
Samanage is so helpful!
What do you like best about the product?
Creating colorful and impressive charts and graphs. The analytics and technology of this desk service software are amazing!
What do you dislike about the product?
It can be a bit overwhelming if you don't know what you are doing, but you will get used to it eventually.
What problems is the product solving and how is that benefiting you?
A way to really consolidate and manage spreadsheets and documents.
Recommendations to others considering the product:
Just give it a chance!
Best ticketing software I have used, and I've used a few.
What do you like best about the product?
It has a lot of features that actually work.
What do you dislike about the product?
There are a few settings that I wish were more granular.
What problems is the product solving and how is that benefiting you?
Efficiency and communication issues. It has definitely helped us in both areas.
Recommendations to others considering the product:
It's a great solution, the only thing I can say is that they are true to their advertisements and the features actually work.
Effective Efficiency Everywhere
What do you like best about the product?
I loved the actually design of the website and functionality of it. So many great opportunities to customize it to our specific needs.
What do you dislike about the product?
There really isn't anything I do not like. If there was we could correct them and get the feature added by contacting samanage.
What problems is the product solving and how is that benefiting you?
We are solving so many problems in regards to our workflow when complete staff work orders for IT Support. This puts everything we need in one area and the ability to so easily track any issue we may be seeing.
Happy to be Using Samanage
What do you like best about the product?
The flexibility of the product, simple yet a large amount of services it provides, and the convenience of use.
What do you dislike about the product?
Most of the product is awesome. They are constantly improving it. Just a picky request to wish it had a screen that would refresh itself that you could leave up seeing the types of issues/ calls.
What problems is the product solving and how is that benefiting you?
HelpDesk Ticket managing, self help services, knowledge base for staff, running reports, customer feedback, quicker ticket reporting.
Recommendations to others considering the product:
This product has done wonders for us. Highly recommend going through all of its capabilities to see if it meets your needs.
Great Product / Easy to impliment
What do you like best about the product?
Ease of Use for both the service team and the end users.
What do you dislike about the product?
Updates could have been explained better. Re: Inventory
What problems is the product solving and how is that benefiting you?
Documentation and service tracking.
Recommendations to others considering the product:
Solves Service desk problems
Great software
What do you like best about the product?
The ease of use for my end users and how easy it was for implementation compared to other products we have used.
What do you dislike about the product?
Nothing at this time, everything is working great
What problems is the product solving and how is that benefiting you?
We did not have a working IT service desk system to track help tickets or outages.
Great ITSM.
What do you like best about the product?
API
Incident management
Service catalog
Incident management
Service catalog
What do you dislike about the product?
Searching and reporting somewhat limited
What problems is the product solving and how is that benefiting you?
The biggest benefit that we are able to see with samanage is being able to utilize the service catalog to control new employee on boarding and specific service requests. We are using the API to connect our service desk with our SharePoint environment to fully automate on-boarding / separation processes and to get approvals.
Recommendations to others considering the product:
Samanage is a great ITSM platform, it was painless to set up and the support is awesome! Once set it is easy to maneuver and allowing API intergrations using CURL is great.
Good tools, but things we need lacking
What do you like best about the product?
Cloud based, with ability to manage client history and link incidents together. Technicians can work from most anywhere.
What do you dislike about the product?
iOS app does not support Google sign-in. Implementing, when using help forum articles written by Samanage employees, wasted time on processes that did not work, and finally had Samanage tell us those articles were wrong, but still wasted a lot of time.
What problems is the product solving and how is that benefiting you?
Managing client requests, solving problems. Linking technicians together to collaborate on solutions. Improving communication with clients when they have problems/questions.
Recommendations to others considering the product:
Consider specific things your organization needs now and in the future. We are having to use project management solution from another company, because Samanage does not currently offer a solution and it would be nice to have something there.
Good for incident management but lacks in certain key features.
What do you like best about the product?
Easy to read, organize and catagorize incidents.
What do you dislike about the product?
Search Features are lacking. No ability to sort/filter results and connection speed is often a problem, dropping to very low levels when no other services are affected.
What problems is the product solving and how is that benefiting you?
Streamlining business services and developing a knowledge base.
Recommendations to others considering the product:
Be wary of lacking search features, but this is on their roadmap to improve
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