SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Very clean and smooth system.
What do you like best about the product?
Being able to easily filter out specific tickets on the system, and easily track calls.
The ability to be able to search other technicians tickets.
Being able to edit calls, and states all in one place.
The ability to be able to search other technicians tickets.
Being able to edit calls, and states all in one place.
What do you dislike about the product?
The reports do not seem to show accurate readings for the technicians.
You are not able to forward on tickets.
You are not able to forward on tickets.
What problems is the product solving and how is that benefiting you?
We have managed to solve many issues by using Samanage, it allows our users to log tickets easily and to be able to assign out calls.
The main benefit is managing technicians time.
The main benefit is managing technicians time.
Well Rounded Product
What do you like best about the product?
Let me start with the feature I like the most and work my way down. Inventory management this includes management of computers, software, printers, mobile devices. Service desk function. Very easy for users to add tickets and very easy for the help desk team to complete tickets. The purchasing part of samanage is spot on.
What do you dislike about the product?
I would like to see a way to create barcodes to label inventory. The reporting system is cumbersome. I would like to see a much easier way to create custom reports. I would like to see the slide out panel on the side disappear.
What problems is the product solving and how is that benefiting you?
Samanage helped us better organize our IT support structure. Made it way more efficient to keep track of inventory just by installing the agent on every PC. Easily keep track of our software licensing and cell phones. We are now able to keep track of what repairs were done on all workstations. The knowledge base helps users fix simple issues on their own.
Recommendations to others considering the product:
This product makes it very easy to keep track of all you physical inventory this includes cell phones. If an agent has been installed on the machine, It is GPS tracked so the machine can be found if stolen. Your help desk department will save tons of time being able to create a knowledge base for users to fix simple issues on their own. Samange ticketing system helps keep track of the efficiency of your help desk team. Overall, my company is extremely happy with our choice to move from Spiceworks to samanage.
Great Product
What do you like best about the product?
Easy to implement and use especially for end users
What do you dislike about the product?
Reporting could use some improvement, but they are continuously working on it
What problems is the product solving and how is that benefiting you?
We needed a product that was quick and easy to encourage use of a ticketing system
Easy to use and great features
What do you like best about the product?
services desk is straight forward and easy to use
What do you dislike about the product?
the mobile app still has some issues that needs worked out, could be designed better
What problems is the product solving and how is that benefiting you?
ability to track incidents and asset management
Solid features & reliability, only missing some basics
What do you like best about the product?
Platform is good, has a ton of features. Some basic seemingly simple features such as drag & drop reordering of collumns are still missing so in some ways feels a little "cart ahead of the horse", but overall these issues are manageable and functionality has been good and reliable
What do you dislike about the product?
Lack of some basics features as noted above
What problems is the product solving and how is that benefiting you?
Ticketing and historical reference to solutions for recurring problems
Robust platform.
What do you like best about the product?
Platform allows me to access it anywhere I am, which is a huge help.
What do you dislike about the product?
Unable to add links to the Service Catalog items, makes it very hard to link to items inside of my company.
What problems is the product solving and how is that benefiting you?
Tracking Help Desk tickets. We are able to track trouble tickets from end users and now can identify problem areas for training.
Recommendations to others considering the product:
Really comes down to your use case.
Still best service desk app ever!!!
What do you like best about the product?
Web based, managed devices, need i say more? Never any issues using the software and its dependable
What do you dislike about the product?
Nothing, it is everything needed to manage devices and handle any service desk requests. Id find it hard to believe there could be any dislikes about this product.
What problems is the product solving and how is that benefiting you?
All in one device management and service desk makes work a breeze, samanage allows me to find devices ans save time doing my job
Recommendations to others considering the product:
You wont be disappointed, its all in one service desk management that saves time and money but handling device management and helpdesk management in one
Samanage: IT Management Made Easy
What do you like best about the product?
The GUI!!! The way the tickets and menus are set up, make navigating the dashboard (and other screens) a breeze. You can easily assign a user, a state, and a requester to a ticket, as well as communicate any needed information through the ticket system as well. Also their support is amazing! They always have people available to answer your questions, quickly, professionally, and with a bit of flair!
I also love that they provide a mobile app, that allows me to work with tickets and end-users on the go.
I also love that they provide a mobile app, that allows me to work with tickets and end-users on the go.
What do you dislike about the product?
They are a little on the expensive side of things when compared to other helpdesk implementations, and their reporting options leave a bit to be desired. Also because it is cloud-based, there are rare moments when outages affect our ability to access tickets or assist our customers in an effective manner.
I dislike that I have to close out of the mobile app, in order to refresh the ticket screen. The app does not fetch any tickets from the last time it was opened.
I dislike that I have to close out of the mobile app, in order to refresh the ticket screen. The app does not fetch any tickets from the last time it was opened.
What problems is the product solving and how is that benefiting you?
The problems we are resolving revolve around end-user support, and asset management. Currently we use their ticketing system to assist field employees with their technical issues, as well as keep track of what devices they are using.
Some benefits we noticed so far, are the constant updates Samanage does to make their product better, and their constant dedication to assisting their customers in times of uncertainty.
Some benefits we noticed so far, are the constant updates Samanage does to make their product better, and their constant dedication to assisting their customers in times of uncertainty.
Recommendations to others considering the product:
Samanage offers a very practical UI and modern tools, that allows for quick and efficient helpdesk management. Shop around. If you are a firm believer in you get what you pay for, this may be the option for you.
Samanage: A great and easy to use Support Platform.
What do you like best about the product?
I love the look and feel of Samanage and how easy it is to use. You can find tickets, users, and equipment easily and are able to build the platform to your needs. Samanage staff and support are also very helpful.
What do you dislike about the product?
I really wish they had a patching platform to send out updates to the connected equipment.
What problems is the product solving and how is that benefiting you?
Samanage provides all 4 of our support teams with a means of communicating with the customers and each other easily and quickly. We're benefiting from a quicker means of communication and ability to support each other and our customers faster than before.
Easy to use, customizable, scalable and feature rich.
What do you like best about the product?
Easy navigation, customizable for our business
What do you dislike about the product?
We currently do not have any dislikes about Samanage.
What problems is the product solving and how is that benefiting you?
Tracking problems, improving time to resolve, improving employee IT satisfaction.
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