SolarWinds Service Desk
SolarWindsReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
727 reviews
from
External reviews are not included in the AWS star rating for the product.
Samanage review
What do you like best about the product?
It is very easy to use and set up. Customer service is quick to answers questions and very knowledgeable
What do you dislike about the product?
Does not allow a lot of flexibility. Should give customer the possibility to create custom fields according to their needs
What problems is the product solving and how is that benefiting you?
Asset management: Engineering lab and network equipment
Customizable product with excellent support!
What do you like best about the product?
The many features and integrations offered by the product.
What do you dislike about the product?
The layout could be more animated/colorful.
What problems is the product solving and how is that benefiting you?
Task management for the Helpdesk team. The customizability of the product to address multiple workflows and automations required.
Great Inventory not so great ticketing system
What do you like best about the product?
The inventory system is great and the deployment is seamless.
What do you dislike about the product?
The ticketing systems functionality isn't the greatest. I often find myself haveing to click out of the ticket to do some things that should be able to do within the incident.
What problems is the product solving and how is that benefiting you?
Better tracking of my inventory, and a ticketing system.
Great support platform, could use more features though
What do you like best about the product?
Samanage is very intuitive and easy to use. Workflow and organization is quick and easy to set up and start using.
What do you dislike about the product?
When searching for content, there is no filtering for the searchable content. Finding resolved or closed Incidents or problems is time consuming.
What problems is the product solving and how is that benefiting you?
Organization of client requests and reporting of department performance have been big benefits of deploying Samanage
One of the better ticketing systems I've used.
What do you like best about the product?
It's a very simple to use ticket software and the filter system is very useful.
What do you dislike about the product?
I'm partially colorblind and I think a bit of color customization would be nice.
What problems is the product solving and how is that benefiting you?
We take IT tickets and set general tasks through Samanage.
Meets all our needs and expectations
What do you like best about the product?
Samanage has a very easy end user interface and ticket submission utility.
What do you dislike about the product?
remote control integration with LogMeIn is clunky, and some aspects of inventory management are not the best eg - I cannot assign more than one user to a PC asset. Also cannot add HTML or embed video into a Solution article.
What problems is the product solving and how is that benefiting you?
We use Samanage in our day-to-day user support.
Great, easy to use, fast service management
What do you like best about the product?
Ease of use and features are great. It follows ITIL best practices and is a snappy cloud based tool.
What do you dislike about the product?
I wish for more notification customization and more out of the box reporting capabilities.
What problems is the product solving and how is that benefiting you?
Asset management, Service Desk, Self Help Portal, Knowledgebase, Incident, Problem, Change, Vendor Management
Easy to implement, easier to own and operate
What do you like best about the product?
Up and running with minimal fuss, easy to expand your use over time.
What do you dislike about the product?
Notification options could be expanded to include additional alerts based on user-defined conditions (like, approaching SLA breach) and status change automation for bringing tickets back from 'hold' after a predetermined time (user on vacation, for example).
What problems is the product solving and how is that benefiting you?
We needed a low TCO solution for our Service Desk to manage incidents and requests that we could grow with as we matured as an organization. We've since implemented Asset management, Automated Workflows, Customized forms and templates, and moved beyond leveraging as an IT application to include other service groups like HR and Facilities to handle requests for their services, as well.
Recommendations to others considering the product:
Develop your requirements, demo some products (including Samanage), and dig in deep enough on each to fully understand how your requirements are met so you can make a fully informed decision between what will likely be a number of competing solutions that all 'meet your requirements', but some meet them in ways that are far more beneficial, less complex to maintain, or easier to implement.
Good option for an internal help desk
What do you like best about the product?
The system is easy to use and the process is logical to follow (ITIL). Good integrations with AD (OneLogin) and many other options when used with Zappier. Audit logs in tickets confirm if notifications make it out the users on tickets/incidents. The platform is also continually updated with new features and they take suggestions from the community seriously.
What do you dislike about the product?
No integration with on-prem email systems for calendaring and no effective way to track time spent on tickets. Problems and changes don't send out notifications to the requesting users when updated (only when either is closed).
What problems is the product solving and how is that benefiting you?
Internal IT ticketing system
Recommendations to others considering the product:
This is a great product for an internal IT department or MSP that tracks billable time in another fashion. We also leverage other tools for project management as the problem/change structure in Samanage doesn't do a great job at showing us the step-by-step progress of a particular project.
Great Implementation and service
What do you like best about the product?
Loved the ease of implementation as well as willingness to integrate with other products such as Slack
What do you dislike about the product?
Do not like the asset management piece. It is too cumbersome to create Asset IDs/Tags.
What problems is the product solving and how is that benefiting you?
We are solving Asset management, Helpdesk queuing as well as Self-Service for clients. Have had great success in communication to employees as well as response times.
showing 591 - 600