SolarWinds Service Desk
SolarWindsReviews from AWS customer
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Great solution for the mid-sized business IT department needs
What do you like best about the product?
The Samanage management agent is easily rolled out via group policy and collects a serious amount of data on existing systems; the help desk portal is very intuitive, they've made great strides in adding functionality with workflow and task assignments and it's so easy to customize for whatever needs your IT departments need. We've incorporated on-boarding and off-boarding, employee transfers and promotions workflows, adding in appropriate users in HR, Finance, Training, Facilities and IT so we have a consistent way to process on-boarding and off-boarding across the company without relying on spreadsheets and email chains. Hardware requests, loaners and other items can be easily requested, tracked and accounted for without relying on paper sign-out sheets.
What do you dislike about the product?
Support can sometimes be slow, and there may be some AWS issues from time to time with lag. At one point the had ads in their chat client that's part of the program that's always on, but that seems to have been taken care of.
What problems is the product solving and how is that benefiting you?
Help Desk Tickets via the webportal or email are great for our mobile workers.
On-Boarding and Off-Boarding using workflow and task assignments have helped us make sure all the appropriate steps are taken to get employees up and running or off the books. Our HR and Finance departments like the task assignments and notifications so they're not hunting down information or looking for spreadsheets.
On-Boarding and Off-Boarding using workflow and task assignments have helped us make sure all the appropriate steps are taken to get employees up and running or off the books. Our HR and Finance departments like the task assignments and notifications so they're not hunting down information or looking for spreadsheets.
Recommendations to others considering the product:
Take their 30-day trial offer and see how well the inventory, ticketing, workflow and CMDB are. I've used a lot of different programs from Remedy to Track-It, Kaseya, Blue Dolphin and the like, this is one of the easiest to use, administer, train employees to use and not have to worry about missing SLAs.
Great product- and excellent after sales support
What do you like best about the product?
Excellent product with easy to use interface. Maps to ITSM process
What do you dislike about the product?
Requirement for a separate identity provider
What problems is the product solving and how is that benefiting you?
Implemented a new IT service desk portal for our team.
Particularly like the knowledge base aspect of the project.
It's early days in our implementation so we've yet to see the full benefits.
Particularly like the knowledge base aspect of the project.
It's early days in our implementation so we've yet to see the full benefits.
Samanage
What do you like best about the product?
Just implemented and it is great! Great User Interface and easy to use!
What do you dislike about the product?
No ability to auto generate categories in ticket.
What problems is the product solving and how is that benefiting you?
Ticketing.
Robust ticketing system
What do you like best about the product?
Ability to attach related tickets, add participants, attach screenshots, spreadsheets, etc.
What do you dislike about the product?
Nothing that I can think of, at the moment.
What problems is the product solving and how is that benefiting you?
Resolving tickets. Improves quality of deliveries.
Great all in one solution
What do you like best about the product?
I just love how with one system the service request can be managed, updated, tracked, communicated through and processed - all with on system. And then for record keeping reasons we're able to see the progress and history of the problem with chat functionality.
What do you dislike about the product?
Being that I've only been using it on the side of the one being helped I haven't found anything that I dislike.
What problems is the product solving and how is that benefiting you?
As far as me being able to continue to get work done and communicate efficiently using Samanage it just helped keep the work flow going while the whole issue was being resolved and tracked elsewhere.
Easy accessible helpdesk
What do you like best about the product?
Very easy to organize helpdesk system.
Good custom dashboard with relevant metrics.
Fast user adoption in organization.
Small learning curve for new employees
Easy automation through workflows.
SAManage has been easy to reach and also good at setting up training sessions for various integrations.
Integrations with online identity management systems.
Good custom dashboard with relevant metrics.
Fast user adoption in organization.
Small learning curve for new employees
Easy automation through workflows.
SAManage has been easy to reach and also good at setting up training sessions for various integrations.
Integrations with online identity management systems.
What do you dislike about the product?
Not really anything to dislike. Serves it's purpose well. Perhaps more design options would be great.
What problems is the product solving and how is that benefiting you?
Had a small organization unused to helpdesk system. Chaotic onboard processes for new employees and lack of metrics. SAManage was easy to implement, helped us getting our onboard process on track with workflow and validation from right parties. Same with service catalog where processes for requesting software is now automated and validated by appropriate managers.
Recommendations to others considering the product:
Dig into the workflows right away.
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.
Still new to the product, highly impressed so far
What do you like best about the product?
I've used multiple Helpdesk softwares in the Higher Education sector including, LanDesk, OTRS, BMC Footprints and EasyVista. Our last ticketing system was OTRS, an open-source freeware. We were a bit skeptical about moving forward with Samanage due to the cost but after we saw the overall workflow, features and ease of use, we knew it was worth every penny. The inventory is a huge piece, now we can truly document and know where our assets are rather than trying to keep up with a paper copy. The look and feel of Samanage is great and our technicians love it.
What do you dislike about the product?
I'm still knew to the software but I honestly have not seen anything truly negative or anything I really did not like. We've received nothing but great customer/sales support along this whole journey. They only negative I can truly think of is not on Samanages part but just the amount of work/training on actually switching ticketing system for +60 technicians and close to 8k customers. Once it all shakes it we will be in great shape.
What problems is the product solving and how is that benefiting you?
Although we have not implemented these yet, I can already tell the Service catalog and Knowledge base will both be extremely beneficial to our service. In the past, we never really offered either of these. The inventory process will obviously benefit greatly as well.
Clean, Intuitive, Cloud solution for Asset Management and Help Desk
What do you like best about the product?
The Contracts feature is my favorite, as I am responsible for software tracking and maintenance renewals. Managing this information in Samanage with purchase orders, renewal dates & reminders help make this process a lot less of a headache and allows me to create a one-stop shop.
What do you dislike about the product?
Some of the bugs like losing your filtered view after editing a record. The plus side of these annoyances is that Samanage is constantly updating and is very responsive to support inquiries and open to feature requests via the community.
What problems is the product solving and how is that benefiting you?
We are solving a lot of asset management woes with having the agent in our image. Adds that extra layer of live asset tracking visibility that is vital in conjunction with physically tagging and assigning the asset to an end user.
Samanage rocks!
What do you like best about the product?
Ease of use, the ability to create work flows with requests, projects etc. The product is automatically updated, new features are applied to the system.
What do you dislike about the product?
At the moment reporting, would like to see better reporting capabilities. I know there are a lot of new features coming soon, reporting being one of them. No integration of google address book, would love to see user account information in sync with the google address book.
What problems is the product solving and how is that benefiting you?
We were able to create work flow for our roll out process with new equipment. In the past it was very messy with forms etc. Now everything can be completed online showing a full history and timeline. Easy to track assets and their life cycle.
Recommendations to others considering the product:
I recommend investigating a means of automating user account information.
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