SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Excellent Product
What do you like best about the product?
I like the work flows best. This has made our work lives so much better and efficient. Before it was all a manual process and many times, things were missed or forgotten. The work flow feature is a must.
What do you dislike about the product?
Though we are fairly new to the product, I have no complaints! It is light years ahead of our previous solution and I am extremely satisfied.
What problems is the product solving and how is that benefiting you?
Samanage has streamlined many of our help desk request using the work flow piece. This enabled our department to serve our clients better.
Also, the knowledge base with option to tag articles has allowed our users to find their own solutions which in turn, is deceasing the number of tickets we receive.
Also, the knowledge base with option to tag articles has allowed our users to find their own solutions which in turn, is deceasing the number of tickets we receive.
Recommendations to others considering the product:
Just give it a try, you will love it!
Customer service is top notch!
What do you like best about the product?
We are currently in our implementation phase and our implementation specialist has been on the ball, helping us out in any way possible. It is easy to get a hold of customer service whenever we have a question or need assistance.
What do you dislike about the product?
No dislikes. Everything has been great so far.
What problems is the product solving and how is that benefiting you?
We are solving the need for a firm wide Knowledge Base. The knowledge base will help our team members search for resolutions to known issues they are having.
Recommendations to others considering the product:
Yes, definitely.
Samanage Initial Review
What do you like best about the product?
We are in the implemetation stage so it's hard to say much about the software until we start using it, but their help with our setup has been great. Our SSO implementation went smoothly the person helping us with our implementation has been very helpful. We are looking forward to using the software in production.
What do you dislike about the product?
Except for the price, which is pretty steep, there is nothing I dislike about Samanage.
What problems is the product solving and how is that benefiting you?
We are in the implementation phase with Samange, so my review is more of what we experienced in testing and now implementation. Our old help desk software offered Single Sign-on, but not SAML, which is what we are using. That was one of the biggest reasons to move to Samanage. That ended up being a very easy migration for us. Our old software also didn't make it easy to determine work ticket priority, which is very important for us and Samanage handles it much better.
Recommendations to others considering the product:
I don't have much experience with Samanage, but so far I am pretty impressed with them. They are helpful and their software seems impressive.
Implemented SAMANAGE for help desk functionality
What do you like best about the product?
Easy to create a ticket. With samanage, users have the option of either creating tickets using the UI or by sending an email- which would create the ticket. It supports user group + specific users for the assignment of categories to the right personnel to handle the tickets. Per resolution is also an area where you can see solutions to problems.
What do you dislike about the product?
Unable to send a copy of a spreadsheet in the clipboard in email for tickets. Mobile website has a bug when hitting the carriage return in the comments (in the UI, it looks like it is creating a carriage return. However, it actually posts the comment, resulting in a small inconvenience / spamming).
What problems is the product solving and how is that benefiting you?
Samanage helps to manage support tickets as well as clearing possible confusion / miscommunication regarding personnel who handle the support requests.
Recommendations to others considering the product:
Do a trial and a test run with a few users at the time. Start with basic ticketing, and then advance to workflows.
Life made easier
What do you like best about the product?
The ease in which one can track assets, software and Incidents.
What do you dislike about the product?
the name convention should have a little more flexibility.
What problems is the product solving and how is that benefiting you?
The service desk module has help us better track progress on the Incident. The inventory module make it easy to track hardware and software on each device.
Great experience, exactly what we were looking for
What do you like best about the product?
Almost everything is customizable, so we are able to get the reports we want right on our dashboard without having to manually run them like a lot of their competitors. Also the ability to change fields such as assignee's without drilling down into the ticket is awesome. Also their whole team has been amazing the entire way through the implementation so thanks you Jason Yeary and everyone
What do you dislike about the product?
Nothing so far, we have not had any hiccups at all - I highly recommend Samanage to anyone considering it, we have loved it so far
What problems is the product solving and how is that benefiting you?
Day-to-day IT issues, we have benefitted from fixing a lot of our SLA issues and making sure our end users are being taken care of in a timely manner thanks to the ability to create our own SLA rules
Network Administrator
What do you like best about the product?
Ease of use of the product. Lots of reports and various integrations with other applications.
What do you dislike about the product?
Nothing really. I've been impresed with everything so far.
What problems is the product solving and how is that benefiting you?
Legacy work order system which was very static and not flexible. We've also integrated other apps like T
Best Ticketing Tool
What do you like best about the product?
I love the Audit Trail in the Incidents. I can back track and ask my colleagues why the incident or to provide an update.
Purchase Order: I use this heavily to give my vendors to reference with the PO's. Also, I got my Accounts Payable & Finance team involve by adding them in a special group. By doing that, they can track what IT expenses for Hardware, software, warranties & maintenance(s) we do on a yearly basis.
Forms: This has benefited us in formating our tickets. Another cool feature is making a field mandatory to be filled if not ticket would not be submitted.
Purchase Order: I use this heavily to give my vendors to reference with the PO's. Also, I got my Accounts Payable & Finance team involve by adding them in a special group. By doing that, they can track what IT expenses for Hardware, software, warranties & maintenance(s) we do on a yearly basis.
Forms: This has benefited us in formating our tickets. Another cool feature is making a field mandatory to be filled if not ticket would not be submitted.
What do you dislike about the product?
So far I haven't found anything I dislike. Jason Yeary, Lucky Brand's rep has been assisting with our needs and following through.
What problems is the product solving and how is that benefiting you?
Im currently using Samanage for the Purchase Order portion to submit to vendor. This has benefited my team, so we can track who approves what PO. Also, the resend notification is a nice feature.
Also, I pull up reports for warranties for our devices in HQ and out in the field to check up what is expiring. This has benefited us to be updated with our vendors and making sure our devices have warranties for repairs.
Also, I pull up reports for warranties for our devices in HQ and out in the field to check up what is expiring. This has benefited us to be updated with our vendors and making sure our devices have warranties for repairs.
A good product
What do you like best about the product?
Samanage offers a user-friendly, responsive interface that is easy to setup and easy to use
What do you dislike about the product?
New feature requests do not seem to be addressed in short order, and we've been instructed to post new features to the Samanage community which feels like a black hole
What problems is the product solving and how is that benefiting you?
We are more organized, have many less emails, and are not having jobs missed as they were in the past
Great Platform with some caveats
What do you like best about the product?
It's a double edged sword, we love the incidents, the reporting and the asset management
What do you dislike about the product?
The asset management and the incidents could use a little work. We'd love the ability to change more details on a computer without having the software override that.
What problems is the product solving and how is that benefiting you?
Keeping better tabs on our IT tickets as well as our Salesforce tickets, IT projects, and Salesforce projects.
Recommendations to others considering the product:
Do as much research as you can before you make a decision, it sounds stupid but trust me.
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