SolarWinds Service Desk
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Samange
What do you like best about the product?
Easy to setup and easy to manage. Automated ticket routing is very helpful
What do you dislike about the product?
Missing key features like active solution search during ticket creation
What problems is the product solving and how is that benefiting you?
Helpdesk Ticketing System
Recommendations to others considering the product:
Very helpful in the beginning but lack of effort after the product has been purchased
Great Tool Right Out Of The Box
What do you like best about the product?
Samanage has been great so far. I love the overall layout and functionality, compared to other ticket systems we had tested out. This ITSM tool just seems like the complete package, as straight out of the box, it was almost ready for go-live. We really appreciated the asset management and inventory pieces, which stood out the most.
What do you dislike about the product?
There are very few complaints, but the Samanage Community seems to all agree on what is needed and some are currently in development.
One of the major issues I've ran into is putting the Samanage Asset Management Agent on Macbooks on any other OSX than the latest.
One of the major issues I've ran into is putting the Samanage Asset Management Agent on Macbooks on any other OSX than the latest.
What problems is the product solving and how is that benefiting you?
Asset Management, Ticketing, Change Management. We've benefited from all 3. The GUI makes this very easy.
Average at best
What do you like best about the product?
Inventory system is good. Ticketing system needs a lot of work.
What do you dislike about the product?
Ticketing system (especially reporting data) is lackluster. Support is lackluster.
What problems is the product solving and how is that benefiting you?
Computer inventory has been great. Inventory of other assets and software is lackluster.
Great software..
What do you like best about the product?
What i like the most are the filters and we can filter out the tickets that are not resolved.
What do you dislike about the product?
I have nothing to say about the product, all in all its a great product
What problems is the product solving and how is that benefiting you?
Business problems are just amounts of tickets that comes in, and the Samange software can accomplished this for us.
Ready to build on a established platform
What do you like best about the product?
Easily Customizable and the ability to build your own knowledge base articles. Great customer support with issues of setup of Single Sign on to questions about how something works. For us they are a local company so an added benefit. They do offer videos and documentation for training.
What do you dislike about the product?
Though the company is always making improvements sometimes to my knowledge they don't really have a forum for customers to offer suggestions of what we would like to see. Some confusion with end users managing their tickets. But this is more of an internal issue to our organization.
What problems is the product solving and how is that benefiting you?
An up to date Integrated helpdesk solution that is flexible enough for our Institutions needs.
Recommendations to others considering the product:
give it a try I believe it will offer the solution you need.
Samanage first time use
What do you like best about the product?
Samanage service desk can pretty much can do it all. Right now I dont know what the best feature is as its all new to me
What do you dislike about the product?
There is so much it does, its hard to know what you actually paid for. We had remote capabilities we havent been using.
What problems is the product solving and how is that benefiting you?
We are using primarily as a break/fix incident report manager
Recommendations to others considering the product:
You need a citrix or logemin subscription in order to use samanage remote support.
Samanage Service Desk is all about basic needs.
What do you like best about the product?
Cloud based and utilizes single-sign on with the help of One Login.
What do you dislike about the product?
Too many basic features missing. Impossible to get new features or improvements to existing ones (which should already be basic). Basic inventory abilities available with a per client installation but again, it doesn't work the way it's expected. Rumor is that a new agent is available that works better but again, to our frustation, it cannot be installed over the old agent so it also falls short of what should be expected from this kind of product. Feature requests are shared with the community and only when they receive enough votes does it get considered. Once considered it will be a long time after before implemented (have only seen that happen twice). There are a ton of very basic feature requests, items that should have already been built around the existing pieces, that still have haven't made it to the "considered" category. It also seems that Samange makes changes based on their own preferences rather than chipping away at the preferences of their customers. All in all Samanage is better than the MS Access DB we were using in the past but I wish I had more input when system selection was made by upper management.
What problems is the product solving and how is that benefiting you?
Samanage Service Desk is all about basic needs. Give the organization the ability to enter tickets from either a portal or email. If that's all you need you will be happy with this product. If you need more, keep shopping.
Recommendations to others considering the product:
Samanage Service Desk is all about basic needs. Give the organization the ability to enter tickets from either a portal or email. If that's all you need you will be happy with this product. If you need more, keep shopping.
Fantastic All Around
What do you like best about the product?
We use Samanage for our IT service desk and it has dramatically increased our ability to communicate to our clients and with each other.
What do you dislike about the product?
I haven't found anything that I dislike about Samanage yet, and I'm confident that I won't anytime soon.
What problems is the product solving and how is that benefiting you?
- Communication about service tickets is fast and easy
- Mobile app allows me to stay connected with what my IT team is working on even when I'm out of the office
- Phone gets notifications when tickets are assigned to me or new comments are made on my tickets
- Mobile app allows me to stay connected with what my IT team is working on even when I'm out of the office
- Phone gets notifications when tickets are assigned to me or new comments are made on my tickets
Robust solution
What do you like best about the product?
The ability to track multiple categories....it handles our service desk, tracks our changes, keeps an inventory of our equipment.
What do you dislike about the product?
Sometimes it is difficult to customize the way we want it.
What problems is the product solving and how is that benefiting you?
It is a great solution to our helpdesk needs.
Recommendations to others considering the product:
Solid product.
Almost perfect
What do you like best about the product?
There are a lot of things about Samanage that I like, but if I had to pick one it would have to be the ability to customize almost everything. We started with the cheapest plan, which is definitely limited in what you can customize, but once we had the need to upgrade and did so I just spent days tweaking the settings, categories and notifications and it was wonderful. Even though it did its job just fine on the cheaper plan, with all the tweaks in place now it just fits our needs that much better.
What do you dislike about the product?
The biggest dislike is the lack of push notifications for the app. We migrated from Spiceworks, which has a fantastic notification push system.
The Samanage team suggested using email alerts to act as a sort of replacement, but with the sheer volume of emails we already get, it's just not a good solution.
I personally hardly use the app, so it's not so much a problem on my end, but the rest of my team heavily relied on this and I do hear about it from them here and there.
The Samanage team suggested using email alerts to act as a sort of replacement, but with the sheer volume of emails we already get, it's just not a good solution.
I personally hardly use the app, so it's not so much a problem on my end, but the rest of my team heavily relied on this and I do hear about it from them here and there.
What problems is the product solving and how is that benefiting you?
For the most part this is used as a ticket/incident system. However, we're also now growing into the Knowledge Base/Solutions features, looking at using the asset tracking and PO system.
Samanage does a LOT more than we currently need, and it's nice to know that we can simply start taking advantage of the additional features once we're ready to use them.
Samanage does a LOT more than we currently need, and it's nice to know that we can simply start taking advantage of the additional features once we're ready to use them.
Recommendations to others considering the product:
Do the trial and be in close touch with support and their success team.
Be aware that the trial has EVERYTHING unlocked, so make sure you know what features you will lose based on the plan you sign up.
If you rely on app push notifications, there are none to be found here yet.
Be aware that the trial has EVERYTHING unlocked, so make sure you know what features you will lose based on the plan you sign up.
If you rely on app push notifications, there are none to be found here yet.
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