SolarWinds Service Desk
SolarWindsExternal reviews
727 reviews
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Fairly easy to use
What do you like best about the product?
Commenting is easy and I like getting email notifications
What do you dislike about the product?
I've been having trouble viewing work orders assigned to me without a VERY specific set of filters. That part could be easier.
What problems is the product solving and how is that benefiting you?
Enjoy being able to connect with a lot of people from afar. I'm a contractor so it's nice to have easy access to everyone without having to email back and forth
Business Development Review
What do you like best about the product?
I like that multiple people can be grouped on one work order to see what's going on with it and weigh in on it with feedback.
What do you dislike about the product?
The amount of emails I get from the updates and status changes, when not pertaining to me. For example if it is being sent from design to the technical writer I do not need to know that and get an email alert telling me.
What problems is the product solving and how is that benefiting you?
Organizing and managing projects and being able to track them through out the process. Helps see where errors occur in communication and approval process'.
Smanage is Great
What do you like best about the product?
I like how easy it is to use! Also, its helped mainstream our helpdesk and inventory workflow.
What do you dislike about the product?
That it doesn't have a built-in Remote Desktop.
What problems is the product solving and how is that benefiting you?
We haven't deployed it yet but once we do we see it helping with the Helpdesk request and help us respond faster to our users. Also how it allows others to work in it without IT running everything.
Samanage is new to our company
What do you like best about the product?
The categories are very helpful. Users can see who ticket is assigned to and what the next steps the technician may be waiting for.
What do you dislike about the product?
Don't like that I can't change the title to an Incident and write a comment at the same time.
What problems is the product solving and how is that benefiting you?
The work flow to have users request new volunteer logins is helpful.
Just started bu so far, so good
What do you like best about the product?
A lot of features, although you pay for them, that hit most of our key pain points.
What do you dislike about the product?
No issues so far, we are still implementing.
What problems is the product solving and how is that benefiting you?
Inventory management, ticket workflow, and reporting
Intelligent management platform
What do you like best about the product?
The inventory management, which is able to look for what software the user has and so we can easily know what other software the user needs to install.
What do you dislike about the product?
The interface could be more user friendly.
What problems is the product solving and how is that benefiting you?
Inventory management, service desk. They make our IT work more efficient.
Streamlining IT Business Processes
What do you like best about the product?
Tool is ITIL compliant and will improve MTTR, end user transparency, end user self help, and create better reporting of incidents and problems allowing IT to become proactive instead of reactive.
What do you dislike about the product?
Their billing is ridiculous. They are making me pay my subscription during design when the tool hasn't even went live within my organization. So baiscally while Ford is building my car at the factory I already have to make payments. Terrible business practice.
What problems is the product solving and how is that benefiting you?
Streamlining Service Desk
Recommendations to others considering the product:
Pay attention to the fine print with billing. Don't pay for something you have not taken possession of yet.
Samanage review
What do you like best about the product?
Samanage offers a highly adoptable & usable platform.
What do you dislike about the product?
There are some GUI components that could use some work.
What problems is the product solving and how is that benefiting you?
IT related technical issues.
Recommendations to others considering the product:
no answer.
Great
What do you like best about the product?
Think the GUI is quite user friendly, would recommend.
What do you dislike about the product?
I would argue the price per user is rather extortionate
What problems is the product solving and how is that benefiting you?
It helped demonstrate how busy we are as a department.
Very clean and smooth system.
What do you like best about the product?
Being able to easily filter out specific tickets on the system, and easily track calls.
The ability to be able to search other technicians tickets.
Being able to edit calls, and states all in one place.
The ability to be able to search other technicians tickets.
Being able to edit calls, and states all in one place.
What do you dislike about the product?
The reports do not seem to show accurate readings for the technicians.
You are not able to forward on tickets.
You are not able to forward on tickets.
What problems is the product solving and how is that benefiting you?
We have managed to solve many issues by using Samanage, it allows our users to log tickets easily and to be able to assign out calls.
The main benefit is managing technicians time.
The main benefit is managing technicians time.
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