SolarWinds Service Desk
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Samanage does the job
What do you like best about the product?
Speed and ease of deployment. Easy to set up on a base functional level.
What do you dislike about the product?
Workflow design gets very messy without dedicating a subject-matter expert to tailoring Samanage to the business need.
What problems is the product solving and how is that benefiting you?
Help Desk tracking
Hardware requests
Hardware requests
Recommendations to others considering the product:
Have a definitive plan for workflow design. Make someone who is really in touch with the end-user experience be your subject matter expert for tailoring Samange to your needs.
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.
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.
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
Just Shy of Potential
What do you like best about the product?
Overall the software is nice and has a lot of potential, but is currently far from perfect or ideal
-Simple interface
-Email enabled incident modifications make responses from both users and techs to a specific incident easier and cleaner. Allows for users to respond without having to actually log into Samanage itself.
-Editing certain attributes from either the incident view or a list view is nice, though not always consistent or as fully featured as it could be
-Simple interface
-Email enabled incident modifications make responses from both users and techs to a specific incident easier and cleaner. Allows for users to respond without having to actually log into Samanage itself.
-Editing certain attributes from either the incident view or a list view is nice, though not always consistent or as fully featured as it could be
What do you dislike about the product?
-Search Algorithms are supposedly "relevance" based, but searching for an incident number sometimes doesn't even bring up that incident.
-Service Requests on the surface look nice, generally easy to implement automation of common requests, but are incapable of being interrupted or added to (task system of manual incidents isn't part of the 'Service Catalog' request feature)
-Requested features sit for months or longer with little to no update to status, promised time frames on updates seem to sporadically be delivered on (was previously told Q1 2017 we'd get an update to a lot of the Service Catalog related issues I'd presented in a phone conference with a rep - its now June)
-Notifications are not configurable to the user, only administration. As part of a 'group' i get a notification every time something is touched in that queue leading to 100s or more notifications in a day.
-Automated Ticket routing would be nice if it had more customization. Like the Revice Catalog items, there's very limited custom controls allowed in it.
-Service Requests on the surface look nice, generally easy to implement automation of common requests, but are incapable of being interrupted or added to (task system of manual incidents isn't part of the 'Service Catalog' request feature)
-Requested features sit for months or longer with little to no update to status, promised time frames on updates seem to sporadically be delivered on (was previously told Q1 2017 we'd get an update to a lot of the Service Catalog related issues I'd presented in a phone conference with a rep - its now June)
-Notifications are not configurable to the user, only administration. As part of a 'group' i get a notification every time something is touched in that queue leading to 100s or more notifications in a day.
-Automated Ticket routing would be nice if it had more customization. Like the Revice Catalog items, there's very limited custom controls allowed in it.
What problems is the product solving and how is that benefiting you?
Google account sign in SSO works well with the rest of our Google Apps related business. Usability of Samanage is greater than the previous system we used. Looks cleaner. Cloud based access is convenient for techs not at a computer to access/update incidents
Recommendations to others considering the product:
Get a good demo of the product, twice if needed. Ask a lot of questions - involve the staff that would be using the product in the demo so they know what you're getting them into.
Growing in their offerings and ability to deliver
What do you like best about the product?
Originally, it was the price and non-profit discount, along with the ease of trying it out. We were just getting started in service management and thought it might help us do it right
What do you dislike about the product?
Either our understanding of service management, or their implementation is making it hard for us to actually get value out of the product
What problems is the product solving and how is that benefiting you?
We've started doing better with our inventory and our purchasing.
Recommendations to others considering the product:
It's hard, but once you're committed, it's hard to change vendors. See if you can try a couple of contenders before committing.
I feel Samanage is easy to use.
What do you like best about the product?
I like the Single-Sign-on app and the Samanage interface
What do you dislike about the product?
It all works pretty well. I have no dislikes yet. We will see once we go live
What problems is the product solving and how is that benefiting you?
Lots of Password reset tickets
Supporting through Samanage
What do you like best about the product?
The thing i like the best, is that it gives a good overview on problems different users have.
It is also designed pretty intuitive, so it is easy to start using.
It is also designed pretty intuitive, so it is easy to start using.
What do you dislike about the product?
The deployment is a bit annoying, since you cannot download the agent from a portal user.
What problems is the product solving and how is that benefiting you?
Im solving on site problems with the help of Samanage, through a service desk ticket system.
Recommendations to others considering the product:
Samange is a good addition for the IT-supporter and it gives a good overview of the incidents (Both small and large) of the users.
It is also useful for databasing serial keys, and having a inventory list, even though this part needs more work from the administrators.
It is also useful for databasing serial keys, and having a inventory list, even though this part needs more work from the administrators.
Work management that is readily configurable
What do you like best about the product?
Very easy workflow builds. Samanage has a very good, economically effective pricing model as well. My team likes the cloud-based solution
What do you dislike about the product?
It's not as intuitive to an end user who is not knowledgeable of ITIL concepts. Lots of categorization needs understood.
What problems is the product solving and how is that benefiting you?
We have had many issues with really comprehending where our IT budget was being spent -this gives us the ability to have visibility.
Wonderful helpdesk experience but could use some improvements
What do you like best about the product?
Incidents view, computer inventory, the email alerts and being able to set up approval workflows for recurring tasks.
What do you dislike about the product?
Reporting portal is missing a lot of depth. Very hard to get a decent looking report for exactly what your boss is asking to report on.
What problems is the product solving and how is that benefiting you?
Building a wiki or knowledge base to improve FOH employee's training so that we're not flooded with the same questions on a daily basis. Ability to see exactly what is going on with any ticket at any given time.
Recommendations to others considering the product:
Attend the live training sessions in your area, it helps to get a lot of questions answered as well as express issues to their team.
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