SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Vast amount of posibilities
What do you like best about the product?
It has many useful functions and interface is simple and easy to navigate. You can gain all information about computers, including hardware and software. It also provides QR codes and multiple ways to create labels for assets. You can also export all information in excel file.
What do you dislike about the product?
Nothing essential but the fact that it is web based and relies on web browser, makes it little slower than it could be. Also during deployments I usually use MSI installer to push it through GPO but Samanage does not provide an MSI file for agent.
What problems is the product solving and how is that benefiting you?
Inventory management. It is very helpful to manage assets, create labels with QR codes and export all information.
Recommendations to others considering the product:
It is very useful and you can do a lot with this solution.
Samanage has been an easy and valuable integration
What do you like best about the product?
The service catalog build and automatic business routing rules; it can be quite complex.
What do you dislike about the product?
I would like more individualized email notifications and states that does not have to be shared across departments and categories.
What problems is the product solving and how is that benefiting you?
Enrollment, ITSC tickets, facilities and project management requests; better organization and collaboration while not meeting critical deadlines. Getting the approvals up front and know who to go to when a task is stalled.
Recommendations to others considering the product:
Work with the implementation team and utilize Trello for collaboration with Samanage; incredibly efficient and if you lay out your vision-the staff will truly help build or fix it (if you setup it up incorrectly). Utilize the check in meetings and training time.
Awesome Software
What do you like best about the product?
The ease of use and configuration. Great set up.
What do you dislike about the product?
Some things can't be segmented. Some features are all or nothing.
What problems is the product solving and how is that benefiting you?
One system for every department.
The presentation was concise and covered everything we had expected.
What do you like best about the product?
The presenters willingness to answer any and all questions we had was amazing.
What do you dislike about the product?
Overall I had no complaints with the presentation nor the presenter.
What problems is the product solving and how is that benefiting you?
We're replacing a prior IT support system with Samanage and thus far the experience has been phenomenal. The system itself is complicated, but easily understood after sometime.
Good for Small Operations
What do you like best about the product?
Easy to implement and run with small team
What do you dislike about the product?
Inflexible in customizing certain aspects
What problems is the product solving and how is that benefiting you?
Tracking SLAs for the first time, able to change ownership of tickets, able to do asset and software tracking with incident tracking all in the same place
Recommendations to others considering the product:
Be prepared for a slow feature roadmap. One common thing I see through the community is ideas and long-term plans that have been around for a long time. They do get to implementing good features, it's just not a fast process.
Great Product-Dynamite Asset Management Solution
What do you like best about the product?
The ease of deployment makes getting up and running easy and efficient.
What do you dislike about the product?
Would like to see more robust graphs for reporting.
What problems is the product solving and how is that benefiting you?
Solving the problem of the software license management. Discovering what assets we have and what is available in our loaner pool.
Recommendations to others considering the product:
Start off with the basics and build and customize from there.
Samanage Review from Functional Pathways
What do you like best about the product?
I really like how you can give updates and status on tickets that you have in your name. being able to look at a status quickly is great
What do you dislike about the product?
the refreshing sometimes is very slow, thus far that is all I have found that is the problem
What problems is the product solving and how is that benefiting you?
we are using this as our new ticketing system and so far it is really streamlining the processes
Samange works great!
What do you like best about the product?
Able to build items into service ticket that must be answered. Able to document changes, planning and testing and assign as a task. Dashboard.
What do you dislike about the product?
I haven't found anything so far that I don't kike
What problems is the product solving and how is that benefiting you?
Tracking other software vendor tickets so I can see at glance when speaking to vendors. Tracking and planning software changes and assigning tasks.
Good Switch from Spiceworks
What do you like best about the product?
I can manage all of my peoples tickets and get notifications on any issues immediately and have an app on my phone and tablet
What do you dislike about the product?
Nothing so far. Been using for about a month including trial time so making discoveries for new uses everyday
What problems is the product solving and how is that benefiting you?
managing and keeping up with help desk tickets and request from the field. implementing more uses for special request and putting forms in the portal
Recommendations to others considering the product:
We picked it becuase it was Hipaa compliant and had many of the features that we where looking for in a ticketing system. It has some bonuse features that we are also trying to implement in stages to the field
Ticketing System Solution!
What do you like best about the product?
I like the fact that I can view all the incidents in an organized fashion and more than one support person can be on the ticket without having to transfer it back and forth. We can add tasks and check them off as they are completed.
What do you dislike about the product?
So far I haven't found anything that I necessarily dislike.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system that worked! The one we were using would constantly crash causing responses to disappear.
Recommendations to others considering the product:
Get set up with a trial and see if it is what you need.
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