SolarWinds Service Desk

Great Product that gets better with every update

What do you like best? The simplicity with how it works and easy to maneuver. Being able to track assets is nice too. If only they'd report more than after 24 hours of activity on the device. The tool is great for keeping up with assets such as computers and software. Reporting is easy and everything seems to fall along great with the default categories that are implemented in to the Service Desk Reporting. The layout is fair and easy to follow as well. What do you dislike? I wish ...

Great ticketing system

What do you like best? The ease of use and reporting. Customizable dashboards What do you dislike? Wish we could select either a request or incident Recommendations to others considering the product: NA What problems are you solving with the product? What benefits have you realized? I cannot say enough good things about this system. Being able to add categories and subcategories on the fly. The reporting is easy to generate.

A truly easy to use help desk application

What do you like best? When your company grows in size the problems grow to, keep them in line with SolarWinds Service Desk, a truly easy to use and implement and low learning curvature. Keep records of the most requested issue, verify the ticket status in real time, and all the KPI used in ITIL in order to improve customer satisfaction. What do you dislike? This solution comes from the future, easy to use, easy to set up, easy to implement but users complain of his design and ...

Great little ITSM

What do you like best? This is an extraordinary ITSM. We have been with them for a long time and have watched them develop. They have a great deal of the highlights of the enormous name frameworks yet without the mind-boggling expense. On the off chance that you are searching for an ITSM that will take care of business here it is. While it doesn't have all the extended highlights of a portion of the enormous frameworks it has resource the executives, change the executives, occurrence the ...

Samanage has been a game changer for saving time, organizing support requests, etc.

What do you like best? We have 200 employees and a support team of only 4 including management. Samanage has been a game changer for saving time, organizing support requests, and improving workflow for our IT Support services. The implementation was easy, including integration to SSO services with OneLogin. What do you dislike? Priorities are not customizable and the reporting is not true reporting. It's simply a list of existing tickets with filtering capabilities. Don't get me ...

Samanage works very well

What do you like best? Samanage has an internal notification system that will never let you down. You will always know when someone edits, comments, changes any ticket information What do you dislike? However I do think that the self service portal accessibility could be refined to provide a better experience for the users. Recommendations to others considering the product: Ensure that Samanage is right for your company size. What problems are you solving with the ...

Excellent way to take care of end users and keep track of their issues

What do you like best? It is very easy to use for our end users and for our help desk agents, everybody can keep track of their issues sent and the issues pending to be resolved, it helps us to see opportunity areas and improves the communication between our support team and our user base, the inventory part is great since it lets us to know where our mobile computers are, who is working with them, and as well for them as for the desktop computers lets us to know if they requiere a ...

Great tool and awesome support

What do you like best? Great features, the best support, and great price. Love the new features implemented based on users requests. Great forum for support and suggestions. What do you dislike? Not able to place time spent on ticket to have a record of how much time the ticket took to close. What problems are you solving with the product? What benefits have you realized? All incidents are being tracked and monitored through samanage, love the ability to post solutions to ...

Great IT ticketing solution

What do you like best? The program is very easy to use, easy to navigate, great workflow options. What do you dislike? Only thing I dislike is that there is no option to search setup options or get a short description of what each option is for when hovering over them in menus Recommendations to others considering the product: This is a great product, with fantastic support. What problems are you solving with the product? What benefits have you realized? IT ticketing, ...

Samanage is a top-tier solution

What do you like best? Samanage is a highly innovative and powerful tool that we are already seeing gains with. The navigation and configuration possibilities allow us to get things done much faster than we were before, and are helping us be more agile in our decisions What do you dislike? Some minor annoyances with saving views, but nothing that can't be worked around. Plus feature requests and enhancements are a big part of the Samanage community. Recommendations to others ...