SolarWinds Service Desk
SolarWindsExternal reviews
727 reviews
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Solid product, fulfills all our needs.
What do you like best about the product?
The software works well for our IT help desk and it helps us stay on track with tickets.
What do you dislike about the product?
I wish the back end interface was more modern.
What problems is the product solving and how is that benefiting you?
We use the product for our IT help desk. It tracks all our tickets along with our assets.
Developing product fills our need
What do you like best about the product?
Able to automatically categorize inventory by department on agent communication. Also can give software inventory.
What do you dislike about the product?
Software inventory limited to items after agent deployment. Agents do not include 2-way communication and are not automatically updated before communication is disrupted.
What problems is the product solving and how is that benefiting you?
Inventory Management across platforms and without the need for a specific network. We can keep track of computers in use off campus and on both Macs & PCs now.
Recommendations to others considering the product:
Ensure you have an alternate means of software deployment available to use for agent updates. SAManage agents do not have 2-way communication yet.
Works well for our company
What do you like best about the product?
Samanage is very user friendly and the customer service is great!
What do you dislike about the product?
Reporting functionality could be improved.
What problems is the product solving and how is that benefiting you?
tracking tickets
Greate Ticketing and Assest management
What do you like best about the product?
Customer service. Whenever i have an issue they are very quick to respond.
What do you dislike about the product?
The merge feature of the tickets. This needs improved.
What problems is the product solving and how is that benefiting you?
Samanage allows our end users to email in and create a ticket. This allows the IT team to respond quickly to their issues. The other benefits are the asset management with inventory. It allows us to track both mobile devices and computers.
Great System with excellent support
What do you like best about the product?
The support is the best piece of the system. They are responsive and easy to access.
What do you dislike about the product?
Sometimes the system runs a bit slow and it is hard to load certain pages.
What problems is the product solving and how is that benefiting you?
IT Service management. We are closing tickets at a higher rate and we are more responsive than the spiceworks system we had before.
Runs fine
What do you like best about the product?
The service desk is fine and keeps information organized
What do you dislike about the product?
Issues follow computer names, not MAC address
What problems is the product solving and how is that benefiting you?
need for complete helpdesk solution
Easy to Impliment
What do you like best about the product?
Customer Service has been great, fast response on everything asked
What do you dislike about the product?
More resources for user training/adoption.
What problems is the product solving and how is that benefiting you?
Staff relations
Good for incident management but lacks in certain key features.
What do you like best about the product?
Easy to read, organize and catagorize incidents.
What do you dislike about the product?
Search Features are lacking. No ability to sort/filter results and connection speed is often a problem, dropping to very low levels when no other services are affected.
What problems is the product solving and how is that benefiting you?
Streamlining business services and developing a knowledge base.
Recommendations to others considering the product:
Be wary of lacking search features, but this is on their roadmap to improve
samanage
What do you like best about the product?
has a lot of great feature that the company can grow into and use in the future
What do you dislike about the product?
Mobile app needs to get upgrades would like to use it to be able to scan the QR codes to rack equipment
What problems is the product solving and how is that benefiting you?
IT help desk ticking system
Straightforward Tool and Great Customer Interactions
What do you like best about the product?
The support and positive attitude of our account representative and team. Clean, straightforward interface.
What do you dislike about the product?
The tool doesn't work exactly how I would like it to for my purposes nor is it as intuitive as I had hoped, but I think we will eventually get it to where it will perform as we had hoped.
What problems is the product solving and how is that benefiting you?
Basic Help Desk, Technology Purchase Requests, Data Information Requests.
Recommendations to others considering the product:
Great for incident management and prepopulated catalog items.
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