SolarWinds Service Desk
SolarWindsExternal reviews
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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.
Samanage Review
What do you like best about the product?
Problem/issue tracking for end user satisfaction results
What do you dislike about the product?
Site is slow at times and reporting/time management of tickets seems awkward.
What problems is the product solving and how is that benefiting you?
Problem and issue tracking - showing high user satisfaction.
Recommendations to others considering the product:
Get training on all aspects of use so you can implement Samanage with all it has to offer.
Great Product! Easy to Use!
What do you like best about the product?
Ease of use and overall feel of Samanage. Samanage is excellent!
What do you dislike about the product?
When AWS Goes down causing issues to Samanage
What problems is the product solving and how is that benefiting you?
All of our IT Related incidents are going through Samanage. This makes it way easier for our technicians to distribute and resolve issues more efficiently.
Recommendations to others considering the product:
Go for it! Samanage is great definitely super easy to use.
Samanage Review
What do you like best about the product?
The software is very user friendly when it comes to communicating when updating tickets
What do you dislike about the product?
Wish tickets were locked by a user when being viewed. Multiple instances have occurred when two users are viewing a ticket at the same time and both respond to the end user with the same question or response.
What problems is the product solving and how is that benefiting you?
Accountability when delegating tasks
Powerful and useful Ticketing system
What do you like best about the product?
Clean interface, easy to quickly process tickets. Inventory management and inventory client are nice. Easy to build workflows and processes into form tickets.
What do you dislike about the product?
Small quirks like not being able to add tasks to form-submitted tickets. Reporting system could use more customization.
What problems is the product solving and how is that benefiting you?
General It ticketing, user onboarding and offboarding
Fast rollout and effective software
What do you like best about the product?
Was able to get it working in weeks rather than months.
Cost effective.
Works fairly quickly and has solid reporting/audit functions
Cost effective.
Works fairly quickly and has solid reporting/audit functions
What do you dislike about the product?
some clunky design choices
not visually interesting or stunning at all
not visually interesting or stunning at all
What problems is the product solving and how is that benefiting you?
we use it for IT and Billing help desk ticketing. it allows for much better tracking, sorting, and parsing out work throughout the team.
Recommendations to others considering the product:
Plan out a few weeks to implement so you can tweak and build resources in it for your team.
A amazing platform to manage employees on, a great way to make sure issue are dealt with.
What do you like best about the product?
I like how you can interact with employees in an way that is quick and easy.
What do you dislike about the product?
SAmanage needs to be simplified for employees so they can just write a issue up and send it.
What problems is the product solving and how is that benefiting you?
It is solving technological issues and is helping the company make more revenue. The benefits are that it is quick and easy to resolve an issue with the ticket system.
Recommendations to others considering the product:
This software is simple and easy to run your IT department off of. You can put your employees desktops in it as well as manage tickets. I use this for 75% of my work.
Samanage is Nice....
What do you like best about the product?
The Email Feature and the program is easy to use
What do you dislike about the product?
The Reports feature. It doesn't allow for various reports and also ability to sort properly
What problems is the product solving and how is that benefiting you?
User requests are easier to track and support
Samanage Reviee
What do you like best about the product?
- Easy to use for both help desk personnel as well as customers
- Easy to categorize ,search and navigate the tool
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- Easy to categorize ,search and navigate the tool
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What do you dislike about the product?
- I am not sure what I dislike about Samange. It fulfills the purpose for the agency I work for
What problems is the product solving and how is that benefiting you?
- Help desk functions
Excellent customer service and easy to implement
What do you like best about the product?
Their customer support is some of the best I have ever seen and their product is also crazy easy to implement, and they will work with you to get anything you need done.
What do you dislike about the product?
Some of their reports and inventory customization need to be overhauled to allow us to document all of our inventory or customize/edit our existing inventory.
What problems is the product solving and how is that benefiting you?
We are giving transparency throughout the work place in that we are allowing other departments to ask a question to another department and then allowing them to track who is answering it, where it's at, and allowing problem tracking.
Recommendations to others considering the product:
Make sure you have a set goal that you wish to achieve with their product, and make sure you explore all possibilities that you could use their product for as it can be implemented and used in many different forms. They will work with you and your time will be used more efficiently if you can supply them with your plan and needs.
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