SolarWinds Service Desk

Excellent user friendly interface could use more robust advanced features

What do you like best? - User friendly interface - Easy to administrate with easy to build catalog items and workflows - Generating reports is straight forward What do you dislike? - AD integration wasn't the easiest - Everything is classified as a incident - Lack asset inventory to allow equipment tracking and checkouts (laptops, hotspots) What problems are you solving with the product? What benefits have you realized? No built in asset tracking for ...

Great ticketing system Solution for your Organization

What do you like best? The customer support is top notch. Love the ability for on the spot live chat within the application when I have a question or concern. There response time is quick and all representative are very knowledgeable. What do you dislike? I wouldn't say a dislike as Samanage is always updating their system and always introducing new features and settings with in the application. Some missing features that I would like to see is the ability to change the workflow ...

Good ITIL Service Management tool!

What do you like best? Easy implementation Great support Follows ITIL framework minimum management since its a SaaS based service What do you dislike? The Incident and Service Request share the same backend database. It becomes an issue if you are trying to define a different workflow or the each. Recommendations to others considering the product: Plan plan plan. Know the service request and incident workflow. The tool is only as good as you planning. What problems are you ...

Samange - Easy to Start, Easy to Use

What do you like best? Ease of use for both the end user and support staff, clean cut UI. What do you dislike? Reporting, it has much to be improved on and is hard to get historical data in a exportable format. Recommendations to others considering the product: Focus on tuning reporting as this is a feature many administrators use and would benefit the platform. What problems are you solving with the product? What benefits have you realized? We've been utilizing ...

Satisfied

What do you like best? We are satisfied with the incident management features of the Samanage Platform. What do you dislike? We feel that some of the customization options within service requests could be improved. What problems are you solving with the product? What benefits have you realized? Primary objective was to improve our incident management process.

Gets the job done

What do you like best? Follows ITIL. Responsive support. Clear effort being put in to improve the product over the past year plus. What do you dislike? Limited automation, reporting is lacking, integrations come up short What problems are you solving with the product? What benefits have you realized? ITIL framework (incidents, problems, changes)

Samanage Review

What do you like best? Great interface Easy to move around Help Desks Automation Search Creating solution and then linking them to known tickets. What do you dislike? My biggest dislike is not having to ability to categorize tickets on the fly. As a "Help Desk Agent" You should be able to open the ticket and categorize right from the main screen instead of hitting Edit. Recommendations to others considering the product: Highly recommend it. You will love how ...

Great platform for asset management and trouble ticket

What do you like best? This is a great ITSM. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interacting with your tickets. What do you dislike? I dont have any particular weakness in order. As I have used it throughout the years I have become appreciative of how ...

SolarWinds Service Desk (formerly Samanage)

What do you like best? The ability to edit comments is very useful. It's great to be able to strip out unnecessary text, or to correct mistakes without having to generate a new posting. What do you dislike? Unfortunately, many things. > No automatic refresh of queue > Limited HTML or color in comments. > No native ability to turn tickets into purchase orders. > Bland, sometimes hard to read skin, with horrible sizing and placement of fields. > ...

Solid ticketing system, some post-acquision growing pains

What do you like best? CMDB and Service Catalog make my life easier every day. Overall, Service Desk is a solid product. What do you dislike? UI feature updates that make drastic changes without warning, or an option to disable certain new "features". Most hated: the surprise edit mode when you click on the body text of a ticket. Please give us an option to disable this 95% useless feature. Also, I'd like to see more flexibility when searching (returning partial matches when ...