SolarWinds Service Desk
SolarWindsExternal reviews
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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.
A Visually Stunning Ticketing System
What do you like best about the product?
I love the visual aspects of this software. There are plenty of different ways to customize this system to fit your needs and the team wants to work with you to be available for questions and help.
What do you dislike about the product?
I wish there were a few more features available but since it is a newer ticketing system these features will be released with time. They are mostly geared towards fellow technology companies. I would love to see an expansion on the financial analysis pieces.
What problems is the product solving and how is that benefiting you?
We are able to provide our customers with a portal to see tutorials to our new platform and to be able to communicate directly with our team.
Great and easy to use software with Asset Management and Incident support
What do you like best about the product?
Asset Management software is the best of the best! They came up with a great way to manage not just the computer but the peripherals software updates and warranty information. With Lenovo PCs samanage pulls the warranty information for me.
What do you dislike about the product?
It is hard to have more than one tech receiving incident request. Samanage manages this by creating a group but when one tech makes a comment it sends a copy of this comment twice. It makes it confusing.
What problems is the product solving and how is that benefiting you?
Turn around time and I am now able to manage my projects.
Strong on asset management light on SLAs
What do you like best about the product?
Asset management and intuitive UI are it's best features.
What do you dislike about the product?
Lacks the customization necessary around SLA's to truly drive performance.
What problems is the product solving and how is that benefiting you?
We needed a central source for all of our asset management documentation to better manage our hardware/software portfolio.
Samanage Provides a Great and Simple Layout
What do you like best about the product?
The easy to navigate and organized layout of the platform. It allows you to track your incidents and generate quick and easy to understand reports to help you better understand your team and problems that consistently occur.
What do you dislike about the product?
There is not as much freedom when customizing the end user portal that they use to select which kind of incident they are experiencing.
What problems is the product solving and how is that benefiting you?
Everyday incidents with our hardware, software and in house erp system that our company uses to go about business. It is easy and quick to communicate back and fourth with our employees so that we can resolve issues quicker.
Value and Efficiency are the two words I would use to describe our experience with Samanage
What do you like best about the product?
Value and Efficiency are the two words that clearly describe the value we have seen through our use of this SaaS package. Our clients and staff agree that knowing the status of every request or incident provides them with value and comfort that their needs are being addressed.
What do you dislike about the product?
We would change nothing about this product.
What problems is the product solving and how is that benefiting you?
No issues fall through the cracks. We see great value in knowing our customers needs are addressed.
Recommendations to others considering the product:
Full use... don't try to use just part of the product.
Great system for communications and asset management.
What do you like best about the product?
Extremely easy for our customers to interact with and provides an effective source of information for case history. The individual asset management has made us far more efficient and we can better coordinate as a team on issues.
What do you dislike about the product?
Not everything can be 100% customized such as the ability to create individual notifications for user tasks. There are new features being added all the time however.
What problems is the product solving and how is that benefiting you?
Before we switched over to Samanage there was really no way for us to manage our assets locally outside of a massive excel file. Keeping track of what happened to individual systems was a nightmare as items there was no way for us to monitor them once they went out the door to our remote users. Now we can easily see who has been assigned what hardware, what issues they've had in the past, and hardware/software diagnostics that allow us to be proactive rather than reactive.
Great product, Great staff.
What do you like best about the product?
Support is almost instant, Easy to use interface.
What do you dislike about the product?
Filtering can be a pain to manage, just need to spend more time thinking it out.
What problems is the product solving and how is that benefiting you?
Ticketing system, solution tracker, inventory management.
Recommendations to others considering the product:
Plan ahead
Samanage is an amazing product
What do you like best about the product?
The interface is easy to use and not cumbersome. There are no click-through-5-screens to get actions accomplish. Its clean and intuitive, but still functional interface is one of my most important measurements. My technicians and end users are using very well. This is the first tool in which end users have actually engaged. We're getting 30-50% portal use.
What do you dislike about the product?
The reporting could be better. This has been true from the beginning, which for us was 2 years ago. I would like to access the time logs without having to build an API interface. I had this in my previous solution. Not having this means I can't individually attribute work that additional techs spend on another person's request/incident. They end up putting time into a "tasks this week" request. This means I can't really track all time spent on a request if I want to properly attribute it to a technician. I wish this was different.
I also really, really wish I could auto-assign due dates based on categories, priorities, or who submitted the request. I really miss this feature.
I also really, really wish I could auto-assign due dates based on categories, priorities, or who submitted the request. I really miss this feature.
What problems is the product solving and how is that benefiting you?
Samanage has significantly reduced the number of phone and email tickets. This was messy in our last tool because almost no end users were using the portal. I have business rules that assign work from specific end users, specific work types, and other factors to the appropriate person. I have a small team, so specific work goes to specific people. This helps streamline that process. I have saved 50% of my admin time spent in a helpdesk solution. My level of communication spent outside the tool has also decreased. The comment feature is very helpful, especially for communicating with users. Real-time chat with users would be an awesome "power-up" to Samanage.
Recommendations to others considering the product:
Really evaluate what you can't do in Samamage. We are meeting 80-85% of our needs in Samanage. I am willing to use Asana for project management, for example. I can deal with whatever other features are lacking.
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