SolarWinds Service Desk
SolarWindsExternal reviews
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Robust platform.
What do you like best about the product?
Platform allows me to access it anywhere I am, which is a huge help.
What do you dislike about the product?
Unable to add links to the Service Catalog items, makes it very hard to link to items inside of my company.
What problems is the product solving and how is that benefiting you?
Tracking Help Desk tickets. We are able to track trouble tickets from end users and now can identify problem areas for training.
Recommendations to others considering the product:
Really comes down to your use case.
Samanage review
What do you like best about the product?
It is very easy to use and set up. Customer service is quick to answers questions and very knowledgeable
What do you dislike about the product?
Does not allow a lot of flexibility. Should give customer the possibility to create custom fields according to their needs
What problems is the product solving and how is that benefiting you?
Asset management: Engineering lab and network equipment
Great support platform, could use more features though
What do you like best about the product?
Samanage is very intuitive and easy to use. Workflow and organization is quick and easy to set up and start using.
What do you dislike about the product?
When searching for content, there is no filtering for the searchable content. Finding resolved or closed Incidents or problems is time consuming.
What problems is the product solving and how is that benefiting you?
Organization of client requests and reporting of department performance have been big benefits of deploying Samanage
Great user experience and tool
What do you like best about the product?
Very easy to use and has a good variety of services available.
What do you dislike about the product?
The UX is not as good as it could be. The integrations are lacking as well.
What problems is the product solving and how is that benefiting you?
Supporting our partners with any issues they may be having and any internal support we may need as well. Inventory management.
It has increased the speed with which we respond to our partners and ensures that we don't miss or forget a request.
Helps us track our inventory (we used to do it in excel which was a huge hassle)
It has increased the speed with which we respond to our partners and ensures that we don't miss or forget a request.
Helps us track our inventory (we used to do it in excel which was a huge hassle)
Recommendations to others considering the product:
Ensure that you test out the entire workflow during the trial.
Clean, Intuitive and working
What do you like best about the product?
It's very intuitive. easy to go around.
What do you dislike about the product?
The search tool could be more complete.
What problems is the product solving and how is that benefiting you?
IT issues mostly.
Recommendations to others considering the product:
I would definitely get it, if you want an easy to use hassle free experience.
Samanage
What do you like best about the product?
The ease of set up for users and equipment
What do you dislike about the product?
When trying to search for specific ticket #'s hard to find
What problems is the product solving and how is that benefiting you?
Using for our ticketing system for end users
Samange Review
What do you like best about the product?
The user interface is simple as easy to navigate.The ticket preview icon is a feature that I use constantly and I would be lost without it. On the application side, the filters are very useful . The export feature is great for creating custom excel reports. This is a great product if used for ITSM. I believe Samange has great potential but I don't think is is quit ready for the big league.
What do you dislike about the product?
You cannot edit a tickets information once it has been created. With complex approval processes, the workflow can be difficult to manage when changes are needed. Needed features and updates are always "Coming Soon". You cannot clone a ticket if it has an attachment. The WYSIWYG editor for Knowledge Articles/Solution is none existent and there is no way to format text except for bold, underline, and bullets.
What problems is the product solving and how is that benefiting you?
We are a MSP and use Samanage as our in-house ticketing system for IT, HR, Accounting and multiple other internal departments.
Recommendations to others considering the product:
Its a great tool if you are using it for strictly a ITSM.
Great customer service - Slow feature implementation
What do you like best about the product?
Customer service and support are very responsive.
What do you dislike about the product?
Slow feature implementations as it seems to take a while for things in the pipeline to happen.
What problems is the product solving and how is that benefiting you?
Great ITIL framework support
Recommendations to others considering the product:
After adopting Samanage in 2016, we have a mostly favorable experience. Customizations are easy and straightforward. Support and customer service are impeccable. Only true drawbacks are the timeframes between new features being up for implementation and actual completion. A lot of the features in the pipeline are critical to many users in various ways but have not come to fruition.
Samanage Review
What do you like best about the product?
Problem/issue tracking for end user satisfaction results
What do you dislike about the product?
Site is slow at times and reporting/time management of tickets seems awkward.
What problems is the product solving and how is that benefiting you?
Problem and issue tracking - showing high user satisfaction.
Recommendations to others considering the product:
Get training on all aspects of use so you can implement Samanage with all it has to offer.
Powerful and useful Ticketing system
What do you like best about the product?
Clean interface, easy to quickly process tickets. Inventory management and inventory client are nice. Easy to build workflows and processes into form tickets.
What do you dislike about the product?
Small quirks like not being able to add tasks to form-submitted tickets. Reporting system could use more customization.
What problems is the product solving and how is that benefiting you?
General It ticketing, user onboarding and offboarding
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