Avis clients sur SolarWinds Service Desk

Ce logiciel est très précis facile d'utilisation et ses nombreuses fonctionnalités nous sont très utiles.

Il y a beaucoup de fonctionnalités ce qui peut être un peu déroutant au début mais une fois qu'on a compris le système c'est très facile à comprendre et à manipuler.

The ease of use. The system allows the natural flow of tickets into problems, problems into changes and the audit trail is perfect for our validation/qa friends. We love that the API is easy to intergrate and have pulled in our sharepoint system with the API to automate tasks like account creation/separation.

The system could uses a few tweaks but I think this is just growing pains. The Samanage team has been straightforward with what they are implementing and changes are being released consistently. Over the past two years of having the system, I can say the updates are wonderful and truly address issues. Not purely cosmetic.

Ease of use
Able to create custom Workflows
Ability to build custom reports

Procurement module can use some improvement but does what it's intended to do.

The pricing tier after the initial purchase is fair. Client UI is actually really great, unless you're a Client Admin on v.12.7.2. Reporting works, so long as you're ok with slightly off numbers.

Reporting doesn't report accurately compared to a custom query, which is odd. A two week report has one total, but running the weeks individually returns a different total, which is really weird. Unable to route tickets to a Tech Group based on Request Type, it's stuck to one group. This makes ticket flow a little difficult to work with.

I most liked about this software is service automation and real time update feature which is great.

Least like about this software is the proper guide is required to understand it's all service desk features, all other are good.

The interface is incredibly easy to use. You can very quickly assign and respond to jobs, and make sure there is no doubling up on jobs. The mobile app also works quite well compared to others I've seen.

The software is really tailored for an IT department, and the company has been unable/unwilling to broaden their focus.

Great inventory management, change management, SLA support, Contract management, infrastructure monitoring etc.

Data entry updates have to be done using a CSV file

Asset Management (Automate)
Cloud base management
Live chat

User interface not so good ( must improve this section )
Searching is not good improve it.

The reporting and service catalog saved us a lot of time when doing our monthly reviews.
Integrations with different systems such as google and zapier was seemless as well

Not as customizable and unable to get what we want exactly.
Have to do quite a number of work arounds instead.

The ease of use, it's very easy and it is useful, fast and with no problems.

The interface is not so good but fair enough to understand

I am using this application since last 2 years & I found that real time alert triggering & Search feature is superb.
We can easily find any required data using this app if it is available in its database & if it is configured.

So far, I found no reason which I can share as a low-light for this app. Nothing which I can mention as a dwarback for this app.

Flexibility

The "Sand Box" approach.

Support.

Cost effective

Printers are auto-populated, not based upon where the printer is installed from and shared from, but by every single shared instance of that printer. As a result, a single printer in an office of 200 users all sharing the same printer will show an inventory of 201 printers.

Software suites, like Autodesk "Building Design Suite Premium" are sold and licensed as a single unit, even though it is a collection of some 2 dozen programs and plugins. Samanage does not have the ability automatically, to track and manage this; it shows them as a bunch of separate programs. There is a way to cheat the system and make this work, but it is a manual step that requires a bit of work to setup and manage.

It's getting better, but the agents do not always refresh as quickly as I would like.

This is a great ITSM. We have been with them for many years and have watched them grow. They have a lot of the features of the big name systems but without the high cost. If you are looking for an ITSM that will get the job done here it is. 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 interating with your tickets. Overall a good choice for an ITSM

The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity?

Amazing help desk ticketing system, it integrates with our two email inboxes for internal and external support. Our internal employees use one address while our external clients use the other. Everything goes into the same queue and are labeled and categorized appropriately. When we comment and attach documents on a ticket via Samanage, the requester gets a nicely formatted (and extremely customizeable) email with the details.

The other great thing is the asset management software, you install the agent on any company computer/phone and it gives you an immense amount of information and auditing capabilities. It will literally tell you the manufacturer and serial number of monitors plugged in (even the laptop LCD screen!)

Also, support is great! You can chat with someone whenever you want and they're very good about either answering right away, or researching the issue and following up later.

It costs a decent amount, and depending on how many administrators you have the costs can jump up. But I will say it's well worth it for all the features you get.

Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions

A lot of features but some seem unnecessary.

Customizable and clutter free helpdesk
Customizable Reports
Outstanding Support
Supportive Community

I dont have any particular weakness in order. As I have used it throughout the years I have become appreciative of how the interface is designed. Its clutter free and lets me do my work

There is no nonsense involved with this software. A lot of time feels like its lost in options that offer too much customization. You are able to distinctly view what your responsibilities are to your department and work from there.

Its too simple. It makes for a cluttered looking interface, unfortunately. While this is no major problem, any lack of self-discipline can lead to a very messy ticket queue.

Samange is very quick to setup, customization's are easy and don't require programmers. The software has many editable fields that allow for quick reporting, SLA tracking, and user satisfaction.

The only limitation to Samange that I have seen is if you are working to resolve an item it is a one to one relationship. I would like to see the outbound emails tagged so that if a 3rd party is engaged and reply's via email it is auto captured in the system. Many to one responses are lacking.

Being able to make it our own and implement company language(Categories, Incidents, Group Naming, Tasks)

Customer Support generally wants you to exhaust all means necessary in your own troubleshooting before they actually are of any help.

That it allows for customization, and it keeps everyone on the team in the loop with how issues are handled. It also allows everyone on the team to see if another team member may need help with one of the issues that they are working on.

I haven't really found anything to complain about yet... every time there is an issue the customer service people are spot on to help resolve whatever I have found.

I felt that SaaS was the way to go with an incident management system, and I've not been disappointed. We experienced just a few brief outages in the years when I was the administrator. There has been decent integration support for the features I've been using. I appreciate that the nomenclature follows closely with the ITIL definitions (Full disclosure: I am no ITIL expert, but from what I can tell, the effort was made to align with ITIL processes)
I liked the feedback system with users. We were able to achieve a customer feedback score right at 98% positive in FY 2017.... most important thought was that it was measured and that the 2% who were unsatisfied could leave feedback as to why.

Tasks integation with the other front-line features was basically non-existent. There were a few suggestions that I provided on how to improve the software... in each case we got rapid feedback on the suggestions... but when the feedback is 'we aren't doing that.' it is about as useful as never hearing anything back.

I was looking for a computer management software to help me manage my network and services and came across Solarwinds Service Desk. It offers an incredible amount of functionality, while maintaining a simplistic user interface. The product allows me to manage my network and services from a single place and provides a powerful group management capability, which is very user friendly. I was able to set up and customize different groups based on my own needs and preferences.

No problem, it was a great experience and I am very satisfied. I think I haven't had any complaints since the day I used it.

I like that Samanage is all web based and easy to submit/open tickets by email--very customer friendly.

The problems we experience with Samanage are related to teams within IT that have to cover components of the ticket. The Search functionality requires macros which is too complicated. Each status change sends a message to everyone, way too many emails go around--should be consolidated to a single message every ten min or so--or leave it up to the user to send a message. There is no Private Messaging within IT team, so we are constantly leaving comments, and then reassigning tickets to each other, but this leads to numerous emails going around.

Interface is intuitive and setup is easier than most Service Desk software I've used in the past especially with the help we received from the samanage implementation team.

Adjusting and maintaining the views that I want. I'm fairly picky with how I want things arranged and depending on how I navigate through samanage, my views can revert back to defaults. I feel there should be a more consistent behavior with views.

I used this at work mainly as a service desk tool for our internal users. I found this super easy to use, and manage my open incident tickets. I like the interface its fairly intuitive. I particularly like the customizable dashboard view and the colour coding of statuses so its easy to see which tickets are open or need urgent attention.

the costs of adding extra administrators so we were limited.