SolarWinds Service Desk
SolarWindsExternal reviews
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Samanage works wonderfuly
What do you like best about the product?
The ease of use. The beautiful interface. The tools that are provided. Everything in Samanage is simple and elegant.
What do you dislike about the product?
There's not really much about Samanage that I dislike. I'm sure some features can be added, but they have a great road-map and future planned out.
What problems is the product solving and how is that benefiting you?
We have a quicker response to help desk issues, and better time management due to Samanage. We can organize our organization better and have a single user manage our help desk and task out to our upper tiers when needed. It's so simple that our users needed very little to almost no training to get started. It has seriously made our IT department better, and our work processes simpler for everyone at our business.
Recommendations to others considering the product:
Take the leap. They already have everything to deal with normal ITSM needs. They have an awesome road map for the future and it's all in the cloud and ready for you. They can get you set up in a matter of a few hours [after a little bit of planning of course] and you'll be on your way. Their agent that reports to the browser is simple to install and works well.
Easy to Use
What do you like best about the product?
There are many features, but the application is not overloaded to the point that you don't know what your looking at like some products.
What do you dislike about the product?
No timeline provided for changes or new feature additions.
What problems is the product solving and how is that benefiting you?
Better metrics to track our constant ticket flow, trends, and problem areas. We used to do this solely by email and phone calls, and many things would go unanswered or get lost in translation.
Great helpdesk and inventory system
What do you like best about the product?
The helpdesk works really well. It allows for multiple people to easily divide incidents to streamline resolution.
What do you dislike about the product?
The main issue I have with the helpdesk is the page doesn't auto update.
What problems is the product solving and how is that benefiting you?
It is an easy, intuitive program for keeping track of work that needs to be done.
Streamlined Technical Support
What do you like best about the product?
The ability to allow same experience for customers and employees.
What do you dislike about the product?
Community feedback site could be maintained and updated more often.
What problems is the product solving and how is that benefiting you?
Allowing customer and employee resources to be located in the same system.
Samanage has helped make our IT organization better
What do you like best about the product?
I really appreciate the ability to communicate with end users within the ticket system and the ability to check over their machine in the dashboard. I also appreciate how I am able to review other team members work completed on their tickets.
What do you dislike about the product?
I dislike not being able to assign tickets while viewing them.
What problems is the product solving and how is that benefiting you?
Enduser support. It has benefited us to be able to manage customer concerns.
Recommendations to others considering the product:
Go for it. The flexibility of this software makes a huge difference.
Easy and Flexible Ticket System
What do you like best about the product?
The flexibility of customization. Easy to use. Nice looking and easy to navigate UI
What do you dislike about the product?
Incident filter limitations (although this could be user/setup error)
What problems is the product solving and how is that benefiting you?
Tracking both help desk and development tickets.
Good product
What do you like best about the product?
Helps us keep track of tickets, changes, equipment, licenses. The portal for user self help is nice.
What do you dislike about the product?
The search functionality could be better, but I hear that will be improving.
What problems is the product solving and how is that benefiting you?
Samanage handles all our service desk needs.
Great ticketing software solution
What do you like best about the product?
I like that there is everything wrapped up in this suite: inventory and assests, tickets and incidents, and how they are all tied together.
What do you dislike about the product?
There is not much that I dislike...after coming from a different, major software suite, this was excellent!
What problems is the product solving and how is that benefiting you?
IT helpdesk, asset management
Easy to use IT Service Desk tool
What do you like best about the product?
Intuitive enough for users to catch on and start submitting tickets with little or no training. We are also able to map email addresses so users can create tickets by sending an email.
What do you dislike about the product?
The integration with AD is not seamless (needs a third party add-on) at least for fist login. The initial 2 step authentication can also be bothersome.
What problems is the product solving and how is that benefiting you?
it enables service desk personnel to quickly identify new issues and manage them more efficiently. The knowledge base feature seems promising as well. Although haven't had a chance to explore into it.
Support desk
What do you like best about the product?
What I like best about Samanage is that it is web based. Our IT dept. is in multiple states and it is great to be able to see everyone's Incidents in real time and each employee can assist others on their task by giving advise and or knowledge. We are also able to help each other out by closing cases and checking on the status of the end user to make sure they are taken care of in a timely manner.
What do you dislike about the product?
The only thing I do not like about Samanage Is the copy paste functionality. We take a lot of screen shot in out company and you can not paste directly in to Samanage. I have to use a work around by pasting to "MS Word" first and then in to my Incident. It is an extra step but not a deal breaker.
What problems is the product solving and how is that benefiting you?
Like I stated earlier we love the way we can collaborate on each other Incident by giving advice and knowledge in real time to our support staff and end users.
Recommendations to others considering the product:
Weigh all of your options to make you are getting the tools you need to run your business.
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