SolarWinds Service Desk
SolarWindsReviews from AWS customer
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A great tool with exactly the pieces we needed
What do you like best about the product?
The ease with which you can create and track tickets, making sure a solution is reached in a timely manner and everyone is satisfied.
What do you dislike about the product?
There are some small features missing, but I am sure these are on the product roadmap
What problems is the product solving and how is that benefiting you?
We needed a tool to create service tickets as well as track assets. Samanage does both very, very well.
Easy to use
What do you like best about the product?
The ease of use and simplicity of submitting support tickets. Our users have the option of logging into their account to create a ticket or sending an email to our designated support email address. The majority of our users send an email to the designated email address for ticket submission and check the status on the app. The option for single sign on is a huge benefit as well.
What do you dislike about the product?
There is nothing that I dislike about Samangae. All of our needs are met with the application.
What problems is the product solving and how is that benefiting you?
Communication with the IT team.
Samanage
What do you like best about the product?
Samanage is a very intuitive ticketing system that allows us to understand how effectively we are helping our users. I really like the feedback that it provides. It is also very easy to search for knowledge and tickets using this tool.
What do you dislike about the product?
The SLA set up was a bit confusing, but we have it working the way we need it to now.
What problems is the product solving and how is that benefiting you?
Better service to our users
Samanage
What do you like best about the product?
The ease of set up for users and equipment
What do you dislike about the product?
When trying to search for specific ticket #'s hard to find
What problems is the product solving and how is that benefiting you?
Using for our ticketing system for end users
Samange Review
What do you like best about the product?
The user interface is simple as easy to navigate.The ticket preview icon is a feature that I use constantly and I would be lost without it. On the application side, the filters are very useful . The export feature is great for creating custom excel reports. This is a great product if used for ITSM. I believe Samange has great potential but I don't think is is quit ready for the big league.
What do you dislike about the product?
You cannot edit a tickets information once it has been created. With complex approval processes, the workflow can be difficult to manage when changes are needed. Needed features and updates are always "Coming Soon". You cannot clone a ticket if it has an attachment. The WYSIWYG editor for Knowledge Articles/Solution is none existent and there is no way to format text except for bold, underline, and bullets.
What problems is the product solving and how is that benefiting you?
We are a MSP and use Samanage as our in-house ticketing system for IT, HR, Accounting and multiple other internal departments.
Recommendations to others considering the product:
Its a great tool if you are using it for strictly a ITSM.
Easy to implement, amazing customer support!
What do you like best about the product?
It integrated with our existing support email address perfectly, so now instead of replying to emails we just make comments on the cases like any other CRM system. It all gets formatted and organized seamlessly. New users can be added easily and you don't need experience with a CRM system to understand Samanage.
What do you dislike about the product?
There is not much bad to say about Samanage, if there is a problem they fix it very quickly. One thing that is kind of annoying is that if you have it set to email the requester when a case is resolved, it will always send an email. I wish there was an override you could check when resolving a case to suppress the email. It'd be useful when you resolve a case and then they reply back saying "Thanks" which re-opens the case.
What problems is the product solving and how is that benefiting you?
We have a much more organized ticketing system now, instead of having to hunt down email chains and having emails get pushed to the back and forgot about.
Simplicity meets efficiency
What do you like best about the product?
The ease of reaching support. I love the fact that there's a chat button available on the bottom right. This allows for any question to be answered very quickly by one of the helpful and friendly techs. Keeping track of our assets and users has become very easy for us. Collaboration has become very easy across all departments as it allows for a single channel of communication for users and admins to talk.
What do you dislike about the product?
I have not had any issues with the service. It's been very easy to manage from both a infrastructure and user-community standpoint.
What problems is the product solving and how is that benefiting you?
Samanage has allowed us to effectly track various aspects of our IT department. We are able to help users using the support desk, keep better track of assets and contracts, and gives us the ability to plan and review more efficiently .
Recommendations to others considering the product:
None at this time.
Samange Is Great
What do you like best about the product?
They already offer a pretty full feature package for ticketing, change and problem management, but they are consistently improving on what they do. A little over two years ago when we got into Samanage there were a few features that didn't exist or were very basic, like approvals. When asked they said that improvements were expected later in the year, and they came through on every single one.
What do you dislike about the product?
They still only offer two tiers of Categories. This is a bit limiting for larger teams and third tier would be very welcomed. I know they've said they're planning on adding this, but nothing yet. Their searching of tickets is kind of weird too. We've searched for tickets with a word and had tickets with that word in the title not show up.
What problems is the product solving and how is that benefiting you?
We are able to actually track and manage our problems separately from our incidents is huge. It lets us keep a good handle on fixing people's problems while making sure we're not just doing the same fix over and over again.
Recommendations to others considering the product:
Make sure you have your teams worked out ahead of time. Trying to change teams after the fact can get really messy. Adding other teams later is surprisingly easy though.
Easy deployment, Great customer service
What do you like best about the product?
Ease of use and implementation was very quick. The longest part was the customization we had for forms and fields. Training was also easy for both Service Desk Users and Portal Users
What do you dislike about the product?
Some functionality is still not available
What problems is the product solving and how is that benefiting you?
Internal IT/IS ticketing solution
Recommendations to others considering the product:
Easy to use and implement
Great customer service - Slow feature implementation
What do you like best about the product?
Customer service and support are very responsive.
What do you dislike about the product?
Slow feature implementations as it seems to take a while for things in the pipeline to happen.
What problems is the product solving and how is that benefiting you?
Great ITIL framework support
Recommendations to others considering the product:
After adopting Samanage in 2016, we have a mostly favorable experience. Customizations are easy and straightforward. Support and customer service are impeccable. Only true drawbacks are the timeframes between new features being up for implementation and actual completion. A lot of the features in the pipeline are critical to many users in various ways but have not come to fruition.
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