SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Excellent choice for IT services and support
What do you like best about the product?
Samanage is an excellent tool for asset management and ticketing. The interface is extremely clean and easy to navigate. The support is always available and they have a strong connection to their users. We have implemented this service throughout our entire business office to use.
What do you dislike about the product?
Its hard for me to find many things wrong with Samanage. There are a few things here and there that need tweaking, but most issues are resolved in a reasonable time. Their downtime is extremely rare, but has happened.
What problems is the product solving and how is that benefiting you?
Currently there are none.
Recommendations to others considering the product:
I always suggest shopping around for other help desk software services, but always compare them to Samanage. They are definitely top of their class.
Easy to use and manage
What do you like best about the product?
We have been satisfied with Samanage overall. They have always been able to assist us with problems and new ideas that we throw at them. Samange is able to support all of our incidents as well as inventory. Samanage was very easy to set up and implement in our district, and it is simple enough for our teachers to all understand. Great software overall!
What do you dislike about the product?
The only thing we haven't liked as much so far is that we can't integrate any type of live chat function directly into our workorder system.
What problems is the product solving and how is that benefiting you?
We are trying to solve the issue of people calling our techs on their cell phones instead of putting their problem in writing and documenting their issues.
good ticketing system
What do you like best about the product?
it's a good ticketing system, with lots of features, they are growing it and adding improvements all the time!
What do you dislike about the product?
purchasing and project management modules are a bit weak
What problems is the product solving and how is that benefiting you?
this was a significant cost saving over our older system, and it does a great job for what it is.
Great software
What do you like best about the product?
The interface is very clean and it has all the key features I'd want/need in a system. We're a small IT shop of 4 people and were on Spiceworks for years. However, Spiceworks liked to merge computer inventory, which is great for looking up, managing, and troubleshooting online devices with any other inventory. The inventory module was awful. We were looking for something that can handle tickets, work well, and handle inventory well. It does all of that. Also, they provide Centrify for single-sign on and I've been able to use that to deploy other apps through SSO at no cost. The free SSO provider is a nice perk!
What do you dislike about the product?
The biggest thing that I don't like is that there doesn't seem to be much insight into their development timeline. If you get the software, you'll probably find that 95% of it works great and is pretty slick. Then you'll find about 5% of the stuff you wanted it to to, expected it to do, it doesn't do. If you put in feature requests for those things, don't expect any clear idea of if/when it will come out. Some feature sets are a little limited.
What problems is the product solving and how is that benefiting you?
Ticketing and IT asset management
Recommendations to others considering the product:
Get a trial and try it out. Some things may not work the way you want or expect, so do your homework. It was definitely the right fit at the right price point. Something we could spin up easily in a few days rather than weeks.
Samanage is a great tool that goes beyond IT
What do you like best about the product?
I like the integration with other software like Slack.
What do you dislike about the product?
I would like to see the site refresh automatically when a new task is sent
What problems is the product solving and how is that benefiting you?
Our media management team receives hundreds of requests a day and Samanage allows us to better keep track of every request and better analyze the types of requests and when they are happening.
Samanage
What do you like best about the product?
Ease of use and installation.
The inventory feature is awesome, especially being able to see the software install on all user machines
The inventory feature is awesome, especially being able to see the software install on all user machines
What do you dislike about the product?
The licensing change was a bummer. We used to have more Admins but it's too expensive now so we had to cut it down to just a couple service desk people.
What problems is the product solving and how is that benefiting you?
Asset management is easy with Samanage. It would be great if it could pull in additional PC warranty information but that's probably not possible
Great Services
What do you like best about the product?
Deployment and inventory is great for us
What do you dislike about the product?
i dont have any problems using the software.
What problems is the product solving and how is that benefiting you?
n/a
Samanage does the job
What do you like best about the product?
Speed and ease of deployment. Easy to set up on a base functional level.
What do you dislike about the product?
Workflow design gets very messy without dedicating a subject-matter expert to tailoring Samanage to the business need.
What problems is the product solving and how is that benefiting you?
Help Desk tracking
Hardware requests
Hardware requests
Recommendations to others considering the product:
Have a definitive plan for workflow design. Make someone who is really in touch with the end-user experience be your subject matter expert for tailoring Samange to your needs.
The Best Service Desk Program
What do you like best about the product?
It really was hit the ground running. Minimal setup and endless benefits from day 1.
What do you dislike about the product?
It cannot provide the Microsoft Office Licenses keys
What problems is the product solving and how is that benefiting you?
Managing user requests having detailed reports to provide to upper management.
Recommendations to others considering the product:
Buy it!
Excellent Product
What do you like best about the product?
The ease of use. The helpdesk portal makes it easy to track helpdesk issues and stay in sync with the rest of my team.
What do you dislike about the product?
The software works great. The only thing I'd like to see is maybe better support for custom reporting and an auto-refresh on the helpdesk page.
What problems is the product solving and how is that benefiting you?
The helpdesk portal keeps the team in sync an end user issues don't go unresolved or become lost. Samanage also helps track physical assets and software installed on computers across the company.
Recommendations to others considering the product:
Its a great helpdesk and asset tracking system. It does require some careful consideration and planning in the setup phase to get the most out of reporting and history.
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