SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Business Development Review
What do you like best about the product?
I like that multiple people can be grouped on one work order to see what's going on with it and weigh in on it with feedback.
What do you dislike about the product?
The amount of emails I get from the updates and status changes, when not pertaining to me. For example if it is being sent from design to the technical writer I do not need to know that and get an email alert telling me.
What problems is the product solving and how is that benefiting you?
Organizing and managing projects and being able to track them through out the process. Helps see where errors occur in communication and approval process'.
Samanage Ticketing
What do you like best about the product?
The ease at which you can setup a helpdesk system tailored to your workflows. The Service Catalog is great for using as a form for HR, Facilities, or IT. Asset Management is the bonus for me, as I can tie issues to hardware and track that to see if there are ongoing issues with a certain machine or group of machines.
What do you dislike about the product?
Would like to see more integrations with Slack.
What problems is the product solving and how is that benefiting you?
IT Helpdesk tracking right now, will expand to HR and Facilities as our company grows. Asset tracking will aid when we need an audit, knowing the hardware and software installed on each machine.
Great easy to use Support Ticket System
What do you like best about the product?
Simple and easy to use. Easy for our customers to report issues and for support team to respond, follow up, track and report. On boarding was easy. Sarah was a great help to our team in learning the features and best practices for set up. So many features.
What do you dislike about the product?
So far not much found that we don't like. Adding in external response additional email responders is an extra step or two, but it is not bad.
What problems is the product solving and how is that benefiting you?
Centralized support management, device health, problem tracking, releases, self help for customers and automations have been great help. In general has save support and dev teams a great deal of time.
Recommendations to others considering the product:
Give it a try. The cost/ value ratio is awesome and their support, training/ onboarding group make it so easy.
Great for Manageing Workflow
What do you like best about the product?
It's been a great way for my team and I to manage our projects and assignments. It takes the guesswork out of people's role and responsibilities, deadlines, etc.
What do you dislike about the product?
It can be hard to manage the flow of email notifications.
What problems is the product solving and how is that benefiting you?
As a busy marketing department whose workload has nearly doubled in the past year, Samanage has allowed us to track our projects and assignments while minimizing questions about accountability as well as errors.
Perfect for Work Order (Incident) Management
What do you like best about the product?
I use the Incident feature the most. It is a great way to track work load and internal customer work orders and requests.
What do you dislike about the product?
Only files smaller than 10MB can be uploaded in an Incident. A larger file limit is definitely needed.
What problems is the product solving and how is that benefiting you?
We use Samange to track our marketing and graphic design work orders. As stated above, it's a great way to track work load and work orders.
In implementation stage of Samanage! Not yet "live" or rolled out!
What do you like best about the product?
At this point, the representatives whom we have worked with from Samanage have been very knowledgeable and responsive. We just had our kick-off call today and our implementation specialist was very organized and introduced us to the Trello project management portal. The call was very productive and the implementation schedule is very detailed.
What do you dislike about the product?
At this point, nothing to note. We are still in the implementation phase of Samanage.
What problems is the product solving and how is that benefiting you?
Better serve our customers and have a incident tracking and knowledgebase for IT and our customers. We also want to create customized report request forms for the Service Desk side for use by our Development and Data teams. We are also planning to use the Asset Management for asset tracking, version control, etc.
Recommendations to others considering the product:
Yes.
Samanage is very easy to use and modern.
What do you like best about the product?
Samanage has a very clean, modern, and uncluttered UI. Setting it up is a breeze and it is very well suited to small to mid-size teams. As a ticket system it is one of the best I've used.
What do you dislike about the product?
There are several things that could be more configurable or more user friendly like the main ticket view. You have to go to one page to comment on the ticket and another to change who it's assigned to or it's category for example. Filtering rules should allow for NOT operators and advanced search can be cumbersome.
What problems is the product solving and how is that benefiting you?
Samanage has allowed our IT team members and users in 11 sites internationally to better ordinate and track user requests.
Samanage flows really well.
What do you like best about the product?
I like that is easy to navigate. The individual tabs load instantly where as most ticketing systems run incredibly slow.
What do you dislike about the product?
The color scheme. I want black. Lots of black. I don't personally see color well so having these bright colors everywhere and having other people tell me where to look "and using colors to do so" is just frustrating.
What problems is the product solving and how is that benefiting you?
I don't personally have any issues outside of of the incident page not refreshing itself...and breaches don't float to the top of the incident page.
Great and robust asset management system!
What do you like best about the product?
This is a very straightforward, easy to use, and intuitive asset management system. Even if you have never used an asset management system, Samange makes it very easy for you to become accustomed to the software.
What do you dislike about the product?
Existing user integration from AD is a little complicated.
What problems is the product solving and how is that benefiting you?
Samange will make it easier to track assets in case of future audits.
Smanage is Great
What do you like best about the product?
I like how easy it is to use! Also, its helped mainstream our helpdesk and inventory workflow.
What do you dislike about the product?
That it doesn't have a built-in Remote Desktop.
What problems is the product solving and how is that benefiting you?
We haven't deployed it yet but once we do we see it helping with the Helpdesk request and help us respond faster to our users. Also how it allows others to work in it without IT running everything.
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