SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Samanage is new to our company
What do you like best about the product?
The categories are very helpful. Users can see who ticket is assigned to and what the next steps the technician may be waiting for.
What do you dislike about the product?
Don't like that I can't change the title to an Incident and write a comment at the same time.
What problems is the product solving and how is that benefiting you?
The work flow to have users request new volunteer logins is helpful.
Beyond all expectations
What do you like best about the product?
The balance of simplicity and function. The number of custom options is impressive, but even more so is the ease to implement any of them.
What do you dislike about the product?
At this stage I don't have any complaints.
What problems is the product solving and how is that benefiting you?
We started by just using this for Help Desk management but we seen early on this will be useful for all departments including our HR and facilities.
Just started bu so far, so good
What do you like best about the product?
A lot of features, although you pay for them, that hit most of our key pain points.
What do you dislike about the product?
No issues so far, we are still implementing.
What problems is the product solving and how is that benefiting you?
Inventory management, ticket workflow, and reporting
Met our business need to successfully go live in weeks
What do you like best about the product?
Browser-based. ease of use - could go live in a matter of weeks. Portal - new channel for our customers.
What do you dislike about the product?
Usability issues - can't easily communicate in the context of a ticket within our team. Subpar reporting
What problems is the product solving and how is that benefiting you?
Team collaboration (could be better with enhancements). Better insight and management of inventory. Process management orchestration (across functional areas).
Recommendations to others considering the product:
Try out exactly how communication/comments will work for your support team and customers (less than ideal for us currently). Also try out reporting features; looks great in a demo, but not enterprise-grade reporting yet (e.g. can't create a single report or dashboard and publish to others).
Flexible and Educational
What do you like best about the product?
They have worked with us to find creative ways to utilize the Samanage platform for not only IT management but also as a design work order platform.
What do you dislike about the product?
Some of the features are complicated and can be difficult to use, but they are always available if to help if we have questions or need help.
What problems is the product solving and how is that benefiting you?
We started using it as a design work order management system and they helped us customize it for this use. It has helped us track and efficiently manage these work orders. We have recently moved into using the service catalog and this gives us even more tracking and management capability. Because we were so pleased with Samanage for design work orders, we have recently added functionality for IT and HR work orders.
Recommendations to others considering the product:
Utilize support, they are great!
Love it (with a few caveats)
What do you like best about the product?
So far the implementation support we've gotten has been extremely helpful. We've had a set implementation specialist ever since we signed our contract and that has been invaluable. She's been an amazing help. This includes meetings with her about once a week that has helped us with any questions we may have. Also there is a chat that we can utilize in the corner of the screen when logged in that makes support very easy to access. I've used it quite a few times to answer quick one off questions that don't really need to wait for implementation meetings. I also love the feature of being able to add "Other Assets" as in things that don't necessarily have the tracking software.That's very helpful for our lending library of devices. I'm also a fan of just the general set up of the website. It's easy to use.
What do you dislike about the product?
Wish there were a few more customization options, especially under purchase orders. Being able to delete software and printer entries would be nice. It would help me stay organized and keep unwanted entries from clogging up the system. Also it could look just a little more modern but that's not really a dislike/problem just a little aesthetics thing.
What problems is the product solving and how is that benefiting you?
We desperately needed a helpdesk management solution and inventory solution. So far both are getting us organized and helping us better serve or end users.
Recommendations to others considering the product:
Look for another purchase order solution if this doesn't fit your exact needs.
Handles all of our business needs
What do you like best about the product?
Excellent product, ticketing and managing assets
What do you dislike about the product?
I personally have not found anything to dislike
What problems is the product solving and how is that benefiting you?
heldpesk tickets,
Intelligent management platform
What do you like best about the product?
The inventory management, which is able to look for what software the user has and so we can easily know what other software the user needs to install.
What do you dislike about the product?
The interface could be more user friendly.
What problems is the product solving and how is that benefiting you?
Inventory management, service desk. They make our IT work more efficient.
Samanage for Helpdesk and more
What do you like best about the product?
We love that our helpdesk is now stored in the cloud. We were assigned an implementation specialist who helped us get started and kept our implementation on track and make it a success.
What do you dislike about the product?
The mobile app is fairly limited in what it does.
What problems is the product solving and how is that benefiting you?
We wanted to provide better communication with our users and now have the ability to create workflows for purchasing and approvals. An unexpected benefit was the ability to quickly query assets and find associated trouble tickets. The ability to merge duplicate tickets was also a bonus.
Efficient Ticketing System
What do you like best about the product?
Very organized and easy to use. Clear visibility and user friendly.
What do you dislike about the product?
The view of the ticket - order is ascending from newest to oldest. Would prefer the older information at the top. An idea would be to have the old info at the top and whenever entering the ticket, the page can "leave off" at the newest comment.
No organized way to "save" the ticket.
No organized way to "save" the ticket.
What problems is the product solving and how is that benefiting you?
Managing HR related cases and tasks that we complete on an every day basis.
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