SolarWinds Service Desk
SolarWindsReviews from AWS customer
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A turn-key ticketing and inventory solution - with room to grow
What do you like best about the product?
Desktop interface, intuitive to all levels of users, clean design that is easy to view at a glance, and nicely partitioned between functions.
Flexible ticket structure and work flows, allowing for catered processes and form-based data-gathering, to obtain the right information from requestors on the first try.
Detailed inventory component, and extensive filtering options, to make it easy to associate troubled equipment or software to a user.
Flexible ticket structure and work flows, allowing for catered processes and form-based data-gathering, to obtain the right information from requestors on the first try.
Detailed inventory component, and extensive filtering options, to make it easy to associate troubled equipment or software to a user.
What do you dislike about the product?
Mobile integration (tested across Android and iPhone). The Apps in the store do not work with the AD authentication, and if you do manage to logon with the App, you are presented with the legacy mobile website, as opposed to the intended app-style that mimics the desktop website, but for mobile screen sizes. Using a browser on the mobile device works, but it is a legacy style interface that is difficult to use for even basic activities.
Lack of live refresh (A feature that is possible using AJAX or similar coding). As of now, to see the latest ticket submissions or updates to a ticket that you already have open, you must refresh the page. Ideally, a ticket handler could keep the Incidents page up on their computer and as tickets are submitted, they would live update. Without this feature, users must actively refresh the page manually, leading to delays in seeing a ticket. There are other avenues of notification that work well (e-mail), however this would remove a step and put them closer to engaging a case just that much faster.
Lack of live refresh (A feature that is possible using AJAX or similar coding). As of now, to see the latest ticket submissions or updates to a ticket that you already have open, you must refresh the page. Ideally, a ticket handler could keep the Incidents page up on their computer and as tickets are submitted, they would live update. Without this feature, users must actively refresh the page manually, leading to delays in seeing a ticket. There are other avenues of notification that work well (e-mail), however this would remove a step and put them closer to engaging a case just that much faster.
What problems is the product solving and how is that benefiting you?
Tracking of user concerns and trouble trends, be them departmental, system, or regional. Demand on IT staff, allowing for forecasting of staffing as well as determination to availability of resources in upcoming projects.
Additionally we now have a great 'always-on' inventory record that is cross-referenced to the user's AD accounts. There is enough flexibility in the fields to capture all relevant data, link to AD information, and tie to our Accounting departments own inventory tracking number system. Importation is easily handled one-by-one on the interface or mass-import via CSV file.
Additionally we now have a great 'always-on' inventory record that is cross-referenced to the user's AD accounts. There is enough flexibility in the fields to capture all relevant data, link to AD information, and tie to our Accounting departments own inventory tracking number system. Importation is easily handled one-by-one on the interface or mass-import via CSV file.
Recommendations to others considering the product:
Be consistent and clear with needs and goals when engaging their support team. They have good resources, however they appear to be a small staff, so it is easy for them to get pulled away from your concern. The more information you can provide them at the start means less back-and-fourth and a quicker turn-around.
Great user experience and tool
What do you like best about the product?
Very easy to use and has a good variety of services available.
What do you dislike about the product?
The UX is not as good as it could be. The integrations are lacking as well.
What problems is the product solving and how is that benefiting you?
Supporting our partners with any issues they may be having and any internal support we may need as well. Inventory management.
It has increased the speed with which we respond to our partners and ensures that we don't miss or forget a request.
Helps us track our inventory (we used to do it in excel which was a huge hassle)
It has increased the speed with which we respond to our partners and ensures that we don't miss or forget a request.
Helps us track our inventory (we used to do it in excel which was a huge hassle)
Recommendations to others considering the product:
Ensure that you test out the entire workflow during the trial.
Definitely a positive experience!
What do you like best about the product?
The preview feature is awesome for a quick overview of a ticket!
What do you dislike about the product?
I wish there was a little more customization. Logos, colors, etc. Not a deal breaker, just would be nice to brand it as our own.
What problems is the product solving and how is that benefiting you?
We're a tech shop, so Samanage is acting as our ticking queue and it's perfect for what we need.
Clean, Intuitive and working
What do you like best about the product?
It's very intuitive. easy to go around.
What do you dislike about the product?
The search tool could be more complete.
What problems is the product solving and how is that benefiting you?
IT issues mostly.
Recommendations to others considering the product:
I would definitely get it, if you want an easy to use hassle free experience.
Great solution for ticketing and Asset Management
What do you like best about the product?
Scale ability is nice, the ability to customize the user experience is a plus as well. Samanage uses a public community where you can discuss and add ideas as well.
What do you dislike about the product?
Some sorting by a-z of default criterias would be nice.
What problems is the product solving and how is that benefiting you?
Asset management was on a spreadsheet prior to Samanage. Now we have more of a real time reporting tool.
Recommendations to others considering the product:
I like Samanage, I never hear my Team complain about this product.
Solid product with automation features
What do you like best about the product?
Forms and task automation also easy for end users
What do you dislike about the product?
some more flexibility around automation would be nice
What problems is the product solving and how is that benefiting you?
Help desk response time and tracking
Fantastic Software For Helpdesk/Inventory
What do you like best about the product?
I am a huge fan of the integration capabilities between tickets and inventory items you log into the system.
What do you dislike about the product?
The reporting features to gather information from certain fields could use some improvement. Current work around is to create custom fields, but then I am duplicating my data entry.
What problems is the product solving and how is that benefiting you?
It is a great helpdesk solution compared to the previous one we had in office. It works great to not only best keep track of who is on what tickets, and which ones still need to be resolved, but also the way you can integrate the inventory into the tickets to help you track ongoing issues that come up with certain machines/other inventory items.
Recommendations to others considering the product:
If you need a system that handles multi-asset tracking and a help desk that is easy to use, I would highly recommend the use of Samanage.
Great to efficiently improve your workflow
What do you like best about the product?
The easy to use platform Samanage use is the key component, in Samange you can customized base on your company needs
What do you dislike about the product?
We need that phone support sometimes. But it is important to know that they are pretty quick answering the queries via email.
What problems is the product solving and how is that benefiting you?
Decision making is reduce thanks to collaboration, Asset management is a most have to keep the computer devices updated.
Recommendations to others considering the product:
Great tool to manage workflow and asset management.
IT Director
What do you like best about the product?
I like the best the SLA notification and the fact it is the first thing I see when I login, and the Asset manager is perfect for us and it is very easy to report back to pour finance with assets
What do you dislike about the product?
nothing, they are on the right path, I don't think they should change a thing, as a mater of fact I wouldn't like anything changed
What problems is the product solving and how is that benefiting you?
Compliance, work flow, customer service, asset mgmt
Sophisticated Help Desk
What do you like best about the product?
What I like best is that it is easy to use.
What do you dislike about the product?
There isn't an auto-refresh so I have to constantly press F5 or reload the page.
What problems is the product solving and how is that benefiting you?
I service our many employees with daily computer/software issues. The benefits to this program is more flexibility for the users to get a hold of us.
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