SolarWinds Service Desk

Samanage is a great tracking tool!

What do you like best? The many areas of my company that Samanage can help track, including but not limited to help tickets, solutions, inventory, software, and many more! What do you dislike? I would like to see a fully featured native application for mobile and desktop. Web view is great, however. Recommendations to others considering the product: Consider all of the options that Samanage has available, try using all of its abilities, don't stop at scratching the surface. ...

Samanage has greatly increased our ability to track and manage customer requests

What do you like best? Providing our customers with a single point of contact to reach out for support. What do you dislike? Up to this point I have not identified anything I dislike about the tool. What problems are you solving with the product? What benefits have you realized? Better tracking. Accuracy of data and timely problem resolutions.

The more we integrate it the better it gets

What do you like best? Service Catalog / Tagging other users / Incident management. What do you dislike? Would like to see more developed with screen share capabilities via Asset Management What problems are you solving with the product? What benefits have you realized? ITIL, issue tracking, change management, service catalog

Fabulous Support with fast goals

What do you like best? I like that I had the capacity to get to my prosperity operator reasonably effectively, and that he was overly proficient and understanding, despite the fact that I experienced serious difficulties clarifying what I required. That, yet the 2 addresses that I've been thinking about for as far back as month (discontinuously) were replied in 17 minutes. Britt made it overly straightforward! What do you dislike? Truly, the cooperation was so brisk, the main thing ...

Samanage was the right choice

What do you like best? There are so many things that I like about Samanage. To start with the entire team that worked with me on purchasing, setup/configuration, success management were all really great and were easy to work with. They are very responsive to any question I had...usually had a response back within an hour. As for the Samanage Cloud Portal it offered more than we had with Spiceworks. I am now able to combine my inventory database, procurement records and help desk all ...

Easy management, great support and lovely UI

What do you like best? The UI is exceptionally proficient, fits with any association, and is incredibly simple to explore. My clients frequently compliment me on how "pleasant of a Help Desk landing page we have". The organization interface is exceedingly adaptable and the worked in help highlights work admirably of getting your new Help Desk upand running rapidly. Samanage's help is likewise incredible, they have a few choices to enable their clients to get setup and even after the ...

A user of Solar Winds Samanage Service Desk

What do you like best? Ease of use and visibility. When setup to service your clients, it's a very easy to use ticketing system. Setup in almost a spreadsheet like view, tickets are easy to work with. What do you dislike? Some of the reporting needs to be easier. Recommendations to others considering the product: Great product for incident management. Easy to use and lots of reporting options including bar graph and pie charts. What problems are you solving with the ...

The Best so far.

What do you like best? Real-time, User Friendly. The social media vibe using the comment section and notification for communication makes it a lot easier to communicate and document the case. What do you dislike? Auto Refresh, it will help a lot. we are using 3rd party for the autorefresh. Yes, there's a notification that there's a new ticket but we still have to refresh in order to see it. Recommendations to others considering the product: Explore, There's a lot of features ...

Great Product, needs to branch out more

What do you like best? Service Desk has a service catalog that is so simple to setup, yet extremely effective. They also have one of the most responsive customer support teams I have been around. I have thrown a variety of questions at them and they have always answered me within minutes, regardless of the nature of question. They have been transparent and honest about their product and that has been super helpful in guiding my users to solutions What do you dislike? The reporting ...

Works great for us.

What do you like best? I like how comprehensive it is, that you've got incidents, changes, solutions, etc. all in one package. Support is fantastic. What do you dislike? I wish we had the ability to "nest" Incidents (create parent-child tickets). I also wish we had the ability to connect Incidents to a Problem, and have those Incidents close automatically when the Problem closes. It would also be nice to be able to comment and change status on multiple Incidents at once. ...