SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Good for asset management
What do you like best about the product?
SAmanage seems to be an okay ITSM application. The GUI is clean, and therefore easy to navigate through pages. It is really great for assets management. We are using it also for Helpdesk tickets.
The staff is friendly and very responsive. You can always be sure to get their full attention and time. That is awesome!
The staff is friendly and very responsive. You can always be sure to get their full attention and time. That is awesome!
What do you dislike about the product?
Too many lousy features. The lack of automation is a huge turn off. The options are limited for managing helpdesk tickets.
What problems is the product solving and how is that benefiting you?
manage assets and track day to day Help desk requests
Recommendations to others considering the product:
Do a thorough testing before you acquire it. Ask for extra time if you need it. We made the mistake to jump in without lots of testing because we wanted an ITSM solution in order to get Help desk requests/tickets under control.
My review
What do you like best about the product?
Ease of use and setup. Took me only hours to get setup with the product and my users love it!
What do you dislike about the product?
filters aren't as complete as I would like
Need better project management capabilities so that it can be an all in one product
Need better project management capabilities so that it can be an all in one product
What problems is the product solving and how is that benefiting you?
managing all user requests in one area. Able to provide my users with a KB.
IT support
What do you like best about the product?
We came from a free IT ticketing system to SAmanage. We had no way of easily tracking inventory, we had no CMDB, and no way to easily track tickets during their life cycle. Since deploying SAmanage My department has completely changed, and the way the rest of the company views our department has improved. Our Department has now grown, looking to on board a remote Tier 1 service, allowing us to focus on providing innovations instead of getting swept away with the day to day.
What do you dislike about the product?
Some of the reporting isn't exactly what we want, however the open API allows us to do customizing that other platforms do not offer.
What problems is the product solving and how is that benefiting you?
Since implementing we have improved response time to incidents. Inventoried the majority of assets in the building allowing us to track life cycles. We are now able to accurately tracing problems, relate them to changes that need to be made, and provide reports to the stake holders on what we are doing and the services we are providing.
Brilliant Product
What do you like best about the product?
Easy to use great support cloud based so no local issues
What do you dislike about the product?
nothing as yet i have found the whole experience very pleasing
What problems is the product solving and how is that benefiting you?
We Are replacing zendesk with samanage we have found zendesk very clunky and hard to use once we launch samanage in the next week i know our users will love it
Recommendations to others considering the product:
zendesk
It has been a great experience so far. Fast and EAsy
What do you like best about the product?
The team at Samanage have been great at gathering input for our companies needs, and implementing them into their program.
What do you dislike about the product?
The program is still relatively new, so it does not have some of the functionality of bigger programs. However, they are growing at a fast rate, and always implementing new features.
What problems is the product solving and how is that benefiting you?
This program has helped to turn our individual help desks at various locations into one unified help desk solution. It has made everything easier, faster, and makes the customers happier.
Recommendations to others considering the product:
Definitely give it a try. It may be newer than other companies help desk solutions, but you will not regret trying it. Samanage is fast, smart, and easy to use.
My experience is new and growing, just getting started
What do you like best about the product?
metrics available for service records, similar issues. Ability to customize requests. The workflow option for tickets has been beneficial for our different departments to request new tools.
We have just started using the solutions portion of the help desk and this has made a huge difference when responding to our different stores requests for the same issue. The store managers do not always remember email or policy changes regarding specific issues. By listing the solution on the help desk we can refer the repeat questions to a stored stock answer.
We have just started using the solutions portion of the help desk and this has made a huge difference when responding to our different stores requests for the same issue. The store managers do not always remember email or policy changes regarding specific issues. By listing the solution on the help desk we can refer the repeat questions to a stored stock answer.
What do you dislike about the product?
Giving out information, the requirments for linking my personal data with offers.
What problems is the product solving and how is that benefiting you?
We are able to quickly identify areas of concern thru grouping like requests and forecasting future equipment needs based on volume and rate of failure. Example, kitchen printers, typical shelf life and those that have been abused. We are also able to meet all the Microsoft license requirements using the inventory portion of samanage.
Recommendations to others considering the product:
Great product, easily personalized. The start up is daunting but after a few touches the flow is very easy to adjust and create the tool you are looking to working with daily.
Provide all the necessary tools to continuously monitor all aspects of my projects.
What do you like best about the product?
I will list the items;
1. Ability to monitor and keep track of each project as they come up.
2. Ability to add incidents on mobile phones as well as complete them on the job.
3. Ability to report on our incident closure rate as well as determine what was completed late.
4. The reporting tool is great allowing us to create reports and then default them on both the Desktop and Mobile phones and tablets
5. Ability to quickly create an incident based on previous incidents.
6. Ability to Create solutions as you are completing the incidents.
1. Ability to monitor and keep track of each project as they come up.
2. Ability to add incidents on mobile phones as well as complete them on the job.
3. Ability to report on our incident closure rate as well as determine what was completed late.
4. The reporting tool is great allowing us to create reports and then default them on both the Desktop and Mobile phones and tablets
5. Ability to quickly create an incident based on previous incidents.
6. Ability to Create solutions as you are completing the incidents.
What do you dislike about the product?
Unable to properly get the Scheduling of projects working correctly. When I schedule a work Order it does not auto populate and I have to force the issue. This kind of defeats the purpose. The creation of these schedule whould also be much easy to complete
What problems is the product solving and how is that benefiting you?
We use this for both Technology and a small maintenance Department. It allows to monitor active and completed jobs quickly and easily. Our Maintenance Department uses this in the field allowing us to see the work orders as they come available. This allows for seamless travel time without having to come back to the office
Recommendations to others considering the product:
This software will provide you with the necessary tools to implement a small CMMS system without all of the implementation costs required in the larger systems. It also provides almost all of the tools necessary that the other tools provide.
Happy customer since 2015
What do you like best about the product?
Very simple to use solution. The vendor had been great to work with. We are really appreciating the responsiveness of support and are making use of the community as well. Chat support is amazing.
What do you dislike about the product?
There are a few things we'd changes bit that is the great thing about the community. I feel like we can help shape the future of the product.
What problems is the product solving and how is that benefiting you?
We are implementing ITIL processes.
Recommendations to others considering the product:
Don't get tempted by other big name tools based on name alone. They can be extremely complex to configure and use.
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