SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Fantastic Organizational Tool
What do you like best about the product?
My favorite feature is that you are able to see when someone else is viewing the exact same ticket that you are working on. I also love how organized the help desk keeps my team.
What do you dislike about the product?
I dislike the language that is required to perform a search in the search bar and I find the logic behind the filters to be a little tricky.
What problems is the product solving and how is that benefiting you?
The platform helps us stay organized and more on top of day to day tasks. It also provides visibility into who is working on what issue. This helps us better utilize our resources because we no longer have 5 people working separately on the same issue. This product has also proven to be tremendously useful in the sense that it has allowed us to reduce the ludicrous and unmanageable amount of emails that we used to receive on a daily basis.
Samanage is simply, efficient and powerful
What do you like best about the product?
Samanage provides a robust feature set while maintaining simplicity for all users. The platform works incredibly well to manage cases from various departments in our organization. Roles & permissions are a breeze ensuring incidents are only visible to those that need to know. One platform, five departments, success!
What do you dislike about the product?
Currently, the service desk view does not auto refresh. Although not a big deal to refresh manually, if a user forgets to refresh the page, incidents could be missed. Notifications work well for Android users however iOS, not so much.
What problems is the product solving and how is that benefiting you?
With Samanage, we have been able to improve leadership visibility, accountability, and time to resolve incidents resulting in happy end users.
Recommendations to others considering the product:
Not only does the product speak for itself but the level of customer service & support has been world class since day one.
Streamlining IT Business Processes
What do you like best about the product?
Tool is ITIL compliant and will improve MTTR, end user transparency, end user self help, and create better reporting of incidents and problems allowing IT to become proactive instead of reactive.
What do you dislike about the product?
Their billing is ridiculous. They are making me pay my subscription during design when the tool hasn't even went live within my organization. So baiscally while Ford is building my car at the factory I already have to make payments. Terrible business practice.
What problems is the product solving and how is that benefiting you?
Streamlining Service Desk
Recommendations to others considering the product:
Pay attention to the fine print with billing. Don't pay for something you have not taken possession of yet.
First Impression
What do you like best about the product?
I like how Samanage can use the Agent to pull information from networked devices. The web interface is intuitive and powerful. There are many ways to access the data you are looking for. The reporting tools seem very smooth too.
What do you dislike about the product?
I'm concerned we won't get the full value out of Samanage, since we outsource our helpdesk service. Clearly IT Assets are the focus of this application, but it would be nice to have some canned templates for other asset types (peripherals, desks, etc).
What problems is the product solving and how is that benefiting you?
IT Assemt Management, we are still in the implementation phase, so I have not had a chance to quantify any benefits. It is more likely we are filling a void for our IT hardware inventory.
Inventory Management made easy
What do you like best about the product?
The process of accurately tracking laptops, tablets, and phones has been made easy.
What do you dislike about the product?
A bit of manual labor getting the assets in the system
What problems is the product solving and how is that benefiting you?
Accurately tracking and keeping updated assets such as laptops.
Samanage has helped our business in many ways!
What do you like best about the product?
The organization of data and the customization.
What do you dislike about the product?
Reporting needs to improve - I would like to be able to do reports across different fields similar to a relational database.
What problems is the product solving and how is that benefiting you?
Costs primarily...we finally have our hands around what we actually own and won't unnecessarily buy things we don't need.
Recommendations to others considering the product:
For the price - it's great! Its very easy to setup and perfect for branch offices.
Implementation and functionality of this product is far superior to any other program I have used.
What do you like best about the product?
The ease of use of the program is the best feature. The cloud based portion is also fantastic. We were able to train our staff within a day as well as have them up and running that afternoon to complete tickets.
What do you dislike about the product?
There are a few issues with having multiple different departments using the program and being able to report from them. If you are a single dept user for this app, no problem. Reports are great. The issue we are running into is having our facilities added in but there are no master categories. If they had a department separation, then category followed by sub category, that would remedy the problem. Not a deal breaker for the software though.
What problems is the product solving and how is that benefiting you?
We are using Samanage for all of our IT and facility incidents. The best part of this application is that you can be mobile with it. Our facility team will benefit the most from this feature. They will no longer have to call back to the office, drive back to the office, or reach out to each other as well as their supervisor, to keep up with their tickets. This is going to save them a great portion of time as well as make them more efficient.
Recommendations to others considering the product:
Mobile platform, HIPAA compliant, signed BAA, easy to use, easy to implement, easy to train, fantastic customer support as well. I will actually miss our implementation specialist when we no longer have him to do our weekly calls. We chose the highest grade package that gave us 3 months with a specialist with over 20 hours and 15 service catalog items. He has been an amazing partner in helping us to get everything up and running as well as making sure we have what we need. Thanks Jason Yeary!
Great HR Tool
What do you like best about the product?
The ability to track and review incoming inquiries to mulitple "queues" that have been established by my organization.
What do you dislike about the product?
The system is sometimes slow to update changes.
What problems is the product solving and how is that benefiting you?
reporting, analytics, tracking of inquiries and responses.
Recommendations to others considering the product:
Engage IT early on in your implementation to avoid delays and potential pitfalls for implementation.
Fantastic experience with Samanage from day one
What do you like best about the product?
The system is extremely easy to set up and use. The Samanage staff is available to answer all our questions and respond very quickly. This feels like a partnership not a seller/customer relationship.
What do you dislike about the product?
The only dislike is on the new ticket screen, the drop downs are on the bottom of the screen and not the top.
What problems is the product solving and how is that benefiting you?
We did not have ticket system for IT and the asset management software was difficult to use. The Samanage solution solves both easily and effectively.
Recommendations to others considering the product:
I reviewed numerous help desk and asset management softwares. Samanage is the best out there and is the most reasonably priced.
Great Experience
What do you like best about the product?
Samanage was supportive from the demo processes all the way to implementation to "Go Live". The implementation team did a great job with finishing up loose ends and working a training call with my staff.
What do you dislike about the product?
I feel there should be better access to training. Only allowing one day and one hour for multiple people to learn the system is short changing the customer. The sessions are recorded, but not always helpful. I'd like to see a better training module set up for future customers.
What problems is the product solving and how is that benefiting you?
We are able to lean out our processes of responding to customer and store issues, making our system faster yet efficient. We will be able to track tickets in a timely manner, and report back to the customer with transparency. The best part is my inbox will not be so clogged with emails, thus causing me to accidently lose track of important information.
Recommendations to others considering the product:
Be sure you understand your needs and what Samanage has to offer. It's a great system and is going to be a very useful tool with growing relationships with our customers. The Samanage team is friendly and always quick to respond, just be sure you get all information up front before signing a contract.
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