SolarWinds Service Desk
SolarWindsReviews from AWS customer
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samanage
What do you like best about the product?
has a lot of great feature that the company can grow into and use in the future
What do you dislike about the product?
Mobile app needs to get upgrades would like to use it to be able to scan the QR codes to rack equipment
What problems is the product solving and how is that benefiting you?
IT help desk ticking system
Samanage for Asset Management
What do you like best about the product?
I like the ability to track other assets as well as pre-programmed.
What do you dislike about the product?
I whish we could create better original fileds.
What problems is the product solving and how is that benefiting you?
Asset management, yet to be fully deployed.
Recommendations to others considering the product:
I believe using the entire suite of products / modules would be best.
Very good solution for IT Service Desk
What do you like best about the product?
Ease of use. Intuitive and flexible. Easy to navigate. Reporting thorough.
What do you dislike about the product?
Wish phone app had more visibility besides just incidents.
What problems is the product solving and how is that benefiting you?
Ability to track issues and view trends.
Recommendations to others considering the product:
S
We use Samanage to track and respond to tickets across our campus.
What do you like best about the product?
The ability to have custom search features for filtering relevant tickets based on need.
What do you dislike about the product?
Sometimes the UI is confusing. At first I kept deleting custom advanced searches I created instead of deleting a ticket like I wanted to.
What problems is the product solving and how is that benefiting you?
Historical records to help manage recurring problems. This is also great with Samanage's solutions sections and the ability to make ticket resolutions a solution.
Seems great for either large or small organization
What do you like best about the product?
-Easy to understand interface
-Solutions are awesome. They are articles of how to do stuff. You can make them internal for just the service side of the team, or make them public. And you can attach a public solution in a ticket. It puts the article right in the message body. And the solutions can have screen shots, and what I love is you can resize the screen shot so it doesn't take up too much space, but if you click on it, it immediately pops open to the original size
-service catalog can have variables and processes. so variables mean if someone requests something, you can set how it can be approved. like there is a group of approvers, and you can set that all need to approve, or maybe only 50% need to approve
-process section of service catalog can work as a check list, with descriptions of how to, so you can make steps of how to do something, and the person can see instructions of how to do it. super helpful.
-Solutions are awesome. They are articles of how to do stuff. You can make them internal for just the service side of the team, or make them public. And you can attach a public solution in a ticket. It puts the article right in the message body. And the solutions can have screen shots, and what I love is you can resize the screen shot so it doesn't take up too much space, but if you click on it, it immediately pops open to the original size
-service catalog can have variables and processes. so variables mean if someone requests something, you can set how it can be approved. like there is a group of approvers, and you can set that all need to approve, or maybe only 50% need to approve
-process section of service catalog can work as a check list, with descriptions of how to, so you can make steps of how to do something, and the person can see instructions of how to do it. super helpful.
What do you dislike about the product?
-Ticket status does not automatically change when a use replies. For example, if a ticket status is "waiting for user", and they reply, the status stays the same, as opposed to "user responded"
-when viewing the ticket queue, sort order always defaults by ticket number. You can click on a sort column to sort by another category, but after leaving the page it defaults back to ticket number. It is often helpful to sort your tickets by something besides ticket number. For example, I prefer to view tickets by status. I find it easier when constantly checking my queue. All my tickets where I am "waiting on user" are bunched together", then actionable tickets show up near the top because they have the status "assigned"
-when viewing the ticket queue, sort order always defaults by ticket number. You can click on a sort column to sort by another category, but after leaving the page it defaults back to ticket number. It is often helpful to sort your tickets by something besides ticket number. For example, I prefer to view tickets by status. I find it easier when constantly checking my queue. All my tickets where I am "waiting on user" are bunched together", then actionable tickets show up near the top because they have the status "assigned"
What problems is the product solving and how is that benefiting you?
-Help Desk Tickets
-Inventory
-Request Process
-Onboarding and Offboarding process, working with HR
We have realized different teams of the company can have their own self help and resource sections within Samanage. Different teams can put solutions there (how to's)
-Inventory
-Request Process
-Onboarding and Offboarding process, working with HR
We have realized different teams of the company can have their own self help and resource sections within Samanage. Different teams can put solutions there (how to's)
Recommendations to others considering the product:
Super easy to use, customization is easy to understand. I wish we started using it sooner because we have other teams within IT using other ticketing systems, and it would be great if we were all within Samanage!
Overall flexible, easy to learn, great for Incident tracking. Tasks leave something to be desired.
What do you like best about the product?
The portal side for the users is excellent, folks learned this aspect very quickly. We were also able to tailor the program to our specific organizational needs due to the flexibility in the product. Reporting and exports are excellent, and we are excited by the custom fields and forms aspect of the product.
What do you dislike about the product?
For us, it is a disappointment that Service Catalog Tasks cannot be reassigned once they've been sent out. We have many tasks that should land in a group at first then be assigned to an available individual.
What problems is the product solving and how is that benefiting you?
We are a support-based organization and we desperately needed to overhaul our old, in-house ticketing system. This new system gives our department flexibility and reporting in a way that they have never had before. We have teams like our Call Center and even Loan Services using the product to keep track of tickets and their work. It's great that we were able to tailor a solution for these departments who have grown so dependent on a ticketing system.
Recommendations to others considering the product:
Excellent for Tech and Facilities Service Desk ticketing.
Ensure that you REALLY know the difference between an Incident and a mere Service Task. And ensure that if your company needs complicated workflows, that they fully understand the concept of the Task.
Tasks don't have reporting, reassignment capabilities, it's practically an electronic checklist that can't be sorted.
Ensure that you REALLY know the difference between an Incident and a mere Service Task. And ensure that if your company needs complicated workflows, that they fully understand the concept of the Task.
Tasks don't have reporting, reassignment capabilities, it's practically an electronic checklist that can't be sorted.
Straightforward Tool and Great Customer Interactions
What do you like best about the product?
The support and positive attitude of our account representative and team. Clean, straightforward interface.
What do you dislike about the product?
The tool doesn't work exactly how I would like it to for my purposes nor is it as intuitive as I had hoped, but I think we will eventually get it to where it will perform as we had hoped.
What problems is the product solving and how is that benefiting you?
Basic Help Desk, Technology Purchase Requests, Data Information Requests.
Recommendations to others considering the product:
Great for incident management and prepopulated catalog items.
Samanage is wonderful
What do you like best about the product?
I like that its web based.product and accessible from anywhere.
What do you dislike about the product?
It doesn't have any remote desktop functionality built into it.
What problems is the product solving and how is that benefiting you?
It mainstreamed our inventory and help desk systems into one place.
Recommendations to others considering the product:
Its web based
Fairly easy to use
What do you like best about the product?
Commenting is easy and I like getting email notifications
What do you dislike about the product?
I've been having trouble viewing work orders assigned to me without a VERY specific set of filters. That part could be easier.
What problems is the product solving and how is that benefiting you?
Enjoy being able to connect with a lot of people from afar. I'm a contractor so it's nice to have easy access to everyone without having to email back and forth
Love Samanage
What do you like best about the product?
Can easily assign tasks to other users
Ability to manage multiple projects at once
Visibility on projects
Ability to manage multiple projects at once
Visibility on projects
What do you dislike about the product?
Due Date on Service Catalog - no mandatory option
What problems is the product solving and how is that benefiting you?
Managing multiple incidents
Time management
Project visibility
Ease of Communication
Remote users are more connected to projects
Time management
Project visibility
Ease of Communication
Remote users are more connected to projects
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