SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Very useful ticketing, job flow, change control, asset inventory system
What do you like best about the product?
I like the ability to set up separate categories and work groups to manage division of tasks between technicians.
What do you dislike about the product?
I takes many clicks to go to the set up screen to find what you would like to manage. The menu should be simplified. Also, when you hover over a function there is a delay and then the menu pops up. I would do away with the pop up menus, it is frustrating to use.
What problems is the product solving and how is that benefiting you?
We use it to create and manage Help Desk requests primarily, but that just scratches the surface of its capabilities.
Easy work flow, assignment and notification.
What do you like best about the product?
Easy to manage new cases, as well as customizing lists and attributions to stay on top of the highest priority items first, while keeping everything else very visible.
What do you dislike about the product?
When creating a filtered list for incidents, I would like an (OR) option rather than just (AND)
What problems is the product solving and how is that benefiting you?
IT problems, email requests, and salesforce helpdesk tickets and requested customizations.
Ticketing and Inventory System
What do you like best about the product?
We use it heavily for our ticket system and works pretty well. Also, keeps tracks of our inventory automatically. through an agent and connects tickets and inventory together
What do you dislike about the product?
The GUI interface could be a little more user-friendly
What problems is the product solving and how is that benefiting you?
Keep Track of issues with tickets but also keeps Solutions tab and also connect all data together with reports
Samanage review
What do you like best about the product?
Samanage offers a highly adoptable & usable platform.
What do you dislike about the product?
There are some GUI components that could use some work.
What problems is the product solving and how is that benefiting you?
IT related technical issues.
Recommendations to others considering the product:
no answer.
Samanage has Increase our Service Productivity and has made our Support more Effiecent
What do you like best about the product?
The ability to manage and track assets as well as provide end user timely support.
What do you dislike about the product?
The lack of private threaded discussions for IT personnel on a given incident to exclude the customer when necessary.
What problems is the product solving and how is that benefiting you?
Communication of support to the end user and limiting team confusion as to who the incident is assigned to and the status of that incident. The team is more effective in its response to the customer.
DBA
What do you like best about the product?
Easy of use and tracks the necessary information required for an incident or change. Friendly UI.
What do you dislike about the product?
Opening Change Orders is a bit confusing.
What problems is the product solving and how is that benefiting you?
Keeping track of Help Desk Ticket and IT change orders and incidents.
Recommendations to others considering the product:
Yes. The Samanage clould base solution provides our Help Desk with necessary tool for not only reporting a problem but also the ability to produce audit reports. The Dashboard provides a visual help check of how our Help Desk is performing.
A Very Detailed Yet Simple Form of Helpdesk
What do you like best about the product?
The ability to organize and customize groups and user roles to benefit multiple departments and needs of individuals running the helpdesk.
What do you dislike about the product?
Not entirely customizable because its off-premise and you're reliant on support and the community to get on board with some small changes you want. Not a huge deal though.
What problems is the product solving and how is that benefiting you?
It's our helpdesk and knowledgebase. Benefits multiple departments.
Excellent help desk software
What do you like best about the product?
Very easy to track incidents/help desk tickets. The comments section is great to so I don't have to email as much.
What do you dislike about the product?
I dislike the tasks the most, they're hard to get to and easy to forget about.
What problems is the product solving and how is that benefiting you?
Efficient help desk that allows IT to help users requests in a timely manner
Recommendations to others considering the product:
Make sure it meets your requirements and needs as a business
Great
What do you like best about the product?
Think the GUI is quite user friendly, would recommend.
What do you dislike about the product?
I would argue the price per user is rather extortionate
What problems is the product solving and how is that benefiting you?
It helped demonstrate how busy we are as a department.
Great inventory management software
What do you like best about the product?
The sheer amount of data that can be found using Samanage
What do you dislike about the product?
Sometimes duplicate data will hang around after trying to delete it
What problems is the product solving and how is that benefiting you?
Inventory management solutions. This software has a lot of offer to in that regard
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