SolarWinds Service Desk
SolarWindsReviews from AWS customer
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All-in-one Service Desk
What do you like best about the product?
I like the ability to manage tickets, both internal and external knowledge bases, changes, inventory, and outages all from one portal. The integrations with Slack and process automation are improving productivity.
What do you dislike about the product?
The verbiage is a little different from most products (Knowledge Base = Solutions), and the formatting is minimal.
What problems is the product solving and how is that benefiting you?
We are now able to manage almost all of our service desk needs from one portal and have been able to improve trust in the department by setting easily trackable SLAs and getting end user feedback through satisfaction surveys.
Samanage review
What do you like best about the product?
I primarily use the help desk and it seems to be working well so far. I do like the email notifications and being able to reply to a ticket via email. This is typically my preference for responding to new tickets.
What do you dislike about the product?
Sometimes the screenshot quality through email is not good enough.
I dislike the menu on the website that pops out of the left hand side when I hover over service desk.
I dislike the menu on the website that pops out of the left hand side when I hover over service desk.
What problems is the product solving and how is that benefiting you?
I am only using the service desk features and our team has become more organized tracking and resolving support tickets. We try to force the users to submit tickets through the application to prevent getting multiple support requests to different people for the same issue.
Samanage is everything you want from a service desk application.
What do you like best about the product?
The Ease of use and organized layout were the eye catching properties.
What do you dislike about the product?
There were some limitations for auto closing tickets with specific wording, but found a work around for now.
What problems is the product solving and how is that benefiting you?
In house clients now have visibility to the status of the ticket and we can respond within the system instead of c/p conversations into the ticket like Kaseya. We are able to search for tickets with ease and create custom reports to help our IT metrics.
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.
Great tool that is easy to manage!
What do you like best about the product?
The customization and ease of use are fantastic, but the best thing about Samange is the support from the vendor. Their response times are incredibly fast and they are eager to help out.
What do you dislike about the product?
Nothing not to like. If I had one knock, it would be based only on the feature set still growing. The team is working to expand capabilities and we are eager to see more.
What problems is the product solving and how is that benefiting you?
Business processes and ITIL workflows are being helped along by this tool.
Recommendations to others considering the product:
Consider the support and community around the tool, as well as the tool.
Great for tickets, changes, asset management.
What do you like best about the product?
Samanage is a great tool for incidents, problems, change management and asset management.
What do you dislike about the product?
It needs some work on reporting and I don't like that "Tasks" are removed from "Incidents".
What problems is the product solving and how is that benefiting you?
Helpdesk/Incident response.
Ticket and Change Management
What do you like best about the product?
Intuitive and flexible. Forum available to offer suggested improvements.
What do you dislike about the product?
Nothing currently, but we have not fully implemented.
What problems is the product solving and how is that benefiting you?
Ticket tracking and Change Management
Excellent IT Tool
What do you like best about the product?
The UI is very user friendly and not too busy. It focuses on what is important and helps unfamiliar users of the application to use it.
What do you dislike about the product?
There are some bugs while editing text in a ticket. I also think it's too many clicks to add a user to a ticket (added via email CC). I wish there was a way to just tag a user in a response so they get notified of it.
What problems is the product solving and how is that benefiting you?
Help Desk ticketing system and KB articles.
Great system, needs better trend reporting to truly shine
What do you like best about the product?
Customization without need to engage external resources
What do you dislike about the product?
Trend reporting is just not adequate for a larger company
What problems is the product solving and how is that benefiting you?
Ease of use and customization. Ticket and workflows are easy to setup and manage.
Recommendations to others considering the product:
Make sure you understand the trend reporting limitations
Very Nice Setup, Getting Better All The Time
What do you like best about the product?
Tickets are very easy to manage and update. There are a lot of customizable options
What do you dislike about the product?
Reporting needs to be better, and easier to work with. Inventory also needs some tweaking, as it's a bit unintuitive.
What problems is the product solving and how is that benefiting you?
We struggled while using a different ticketing system. Samanage has made is a lot easier to keep track of our issues and requests.
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