SolarWinds Service Desk

Great Tool - Confusing Purchasing Process

What do you like best? My organization started our SolarWinds trial the day before we received Work From Home orders. Throughout the insanity, SolarWinds extended our trial significantly to allow us to deal with COVID while still testing the Service Desk product. What do you dislike? I wish they were more forthcoming about the pricing structure. A lot of clarification was requested in terms of what features were included in each package, and what each package cost. The purchasing ...

Feature-rich product with great support

What do you like best? Automation capabilities that are easy to configure and understand What do you dislike? The added cost for asset management with the per device-per month price going up with each service desk tier Recommendations to others considering the product: Highly recommend it for companies that can give it the time it deserves to configure it in a way that optimizes the product for your company. What problems are you solving with the product? What benefits ...

Great ServiceDesk

What do you like best? I like how easy it is to navigate and how we can customize reports to best suit our needs. We are also digging deeper into the inventory tracking and I'm excited to see what it has to offer. The reports that we export are also extremely helpful. We are able to see what person specializes most in what type of ticket. We also have split out the level of tickets so that our more advanced team members can tackle them and the newer team members aren't overwhelmed. I ...

Makes serving our clients manageable, efficient and effective to provide the best results.

What do you like best? I enjoy the organizational aspect found in samanage such as the notifications, history of the discussion related to the original issue, and the approval process. I also think the reporting tool is very neat in assessing certain analytics. What do you dislike? I do not like how the tabs moved to the bottom, I thought it was more user friendly on the side where it was before. Recommendations to others considering the product: If you are wanting an ...

Real assistance that makes my life easier

What do you like best? Samanage (SolarWinds Service Desk) completely changed our incidents and staff structure, expanded our feature set and ultimately helped us increase the capabilities of our customer support and information management on the support side. We were really impressed with the import capabilities and admin capabilities provided right out of the gate. What do you dislike? We really haven't had many dislikes, but if we are being picky we would like a better price point ...

Great product, easy to use, great reporting

What do you like best? Reporting is great and we love the satisfaction surveys. It gives us great insight into how we're doing and where we need to improve. What do you dislike? I wish the search function were a little more refined. Finding closed tickets can sometimes be difficult. Better filters would be very helpful. Recommendations to others considering the product: The onboarding process was great. The SolarWinds techs were very helpful in getting things setup for us. We ...

Great for small to midsize company ( ~200 employees)

What do you like best? Groupings, Cataloging, The ability to create categories for incidents What do you dislike? not very intuitive, you have to tell it how to do everything Recommendations to others considering the product: Know what categories or what groups of people you want to have so that you can be prepared when implementing. What problems are you solving with the product? What benefits have you realized? None at the moment, but with Solar Winds taking over, I ...

User friendly

What do you like best? Keeps all tasks organized and lets everyone know where we are in the process of helping them What do you dislike? Right now after a year of using it, I really haven't found anything I dislike What problems are you solving with the product? What benefits have you realized? Lots of hardware and connection issues, as well as meeting set ups and the everyday IT issues in our company. The service desk is very helpful to keep the IT department on task as well ...

HelpDesk Support

What do you like best? I like how easy the GUI is, editing the categories and assigning the ticket to a support tech is all very simple right from the first view. I also like how there is a quick view option where you can view the ticket without having to leave the screen. What do you dislike? We have an issue with Tasks. They cannot be changed once a service catalog item is ran which has made us have to create work around or create extra tickets in order for multiple people to work ...

Much More Than Just A Service Desk

What do you like best? I love the fact that you can set up everything exactly how you want it. you can add your own details to every part of the program. What do you dislike? The settings can be a little complicated to navigate, but once you get the hang of it, your all set. What problems are you solving with the product? What benefits have you realized? Solarwinds helped me organize and automate new hires seamlessly. It also helps with keeping track of assets that were ...