Avis clients sur SolarWinds Service Desk

J utilise ce logiciel tous les jours et il a changé ma vie car il est très facile à utiliser et à comprendre. Cela facilite beaucoup de mes tâches quotidiennes et il est très puissant et performant. Je recommande fortement.

We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is perfect and easy to use which enables users to understand the problem and submit tickets!

Overall experience with this product have been great so far. Our employees use this platform more than our last and they have also been able to find their own solutions more. I really love the support from the customer support a lot. The support is always right on top of any issues and I have experience very quick responses when I do need to contact them. A+ on customer support.

We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.

Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.

I am Super Happy with this software. I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.

Overall experience is very good before implementation of this solution we are using internally software for manage service desk and we had lot of issues.

I am the administrator of the application in my Managed Information Services department. I selected this product, deployed this product and administer this product and the setup and use of the product is intuitive and easy to master quickly.

Overall experience is amazing & I am loving this application.

Running this for 5 and a half years now at roughly 30k tickets per year currently. It's been largely stable, but of course a few bumps along the road. The biggest complaint I get is that there's no mobile app, or a limited use one at best. That said, the web UI on mobile is mostly friendly.

Overall, we have had a generally positive experience with Service Desk, we would just like to see them mature out more of their features

A good choice for all IT teams to start out with

Overall, it's a great software that is well made and enables you to customize it easily even without coding. every company will love working with that.

Asset management, asset auditing, help desk ticketing system.

They have been a great partner to work with bending over backwards to accommodate us in our mergers and acquisitions as we consolidated tenants and imported and exported data. They listened to our feedback and incorporated some of our ideas into their final product as well. They are a company that will work with you to get the job done the way you need it done.

We needed a solution, and we needed one fast. We had test driven many, but something didn't feel right. Two things made us choose Samanage. The software had every feature we were looking for, and the people were excellent. From the beginning, we were treated like VIP's. We were given professional courtesy, we were given kindness and flexibility, we were shown appreciation, and we were given everything we needed to stand up the ticketing system in our environment. The staff, made us all feel like we were part of their family and we can't thank them enough. The demos were terrific, the trial was awesome, the sale itself went smooth, the implementation was perfect (including the SSO option), the support was phenomenal and the Go-Live went off without a hitch. This was just one of the best end to end experiences I have ever had the pleasure of being a part of. The Samanage team are just a bunch of really cool professionals that truly care about their customers. Every call was a pleasure, and they taught us how everything worked. We have had nothing but excellent support, and we are happily enjoying all the features and functionality as we use it daily. I have personally thanked them over the phone, and in email messages, but I still can't thank them enough. We were on a hard deadline to get everything working in a very short time. The Samanage team delivered on time, and within budget. We couldn't be happier. Thank you, Samanage Team! You ROCK!!!!!! :)

The most granular are where Samanage stands out from the crowd is in its Dashboard and the array of reports that it generates. Upon login, the Dashboard is where users are automatically placed. It provide users with immediate inside into what's going on across the organization.
Another feature I like in Samanage is its single sign-on functionality. Many of contenders failed to support this capability at all. Once users are signed on, they can be assigned different roles and groups depending upon what they need to do and what access level is required.
There's also something Samanage calls "risk detection." This isn't a security tool constantly searching for code holes or digital invaders, however. Rather, it's based on the data Samanage gathers as a helpdesk and asset management tool where it uses that information to keep track of best practices, expiring licenses, and similar information that might compromise your IT organization from a financial or contract perspective. We weren't able to test this feature, so be sure to evaluate yourself thoroughly before banking on it.
Samanage doesn't have everything a good help desk solution should have, but it does offer many features that are important to ITIL, including problem, incident, and change management. Samanage has a pleasing aesthetic, is fairly easy to use once you get used to it, and given its feature breadth you'll certainly find the right tool for the job somewhere in the suite.

Samanage helped simplify our incident management, expand 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. We were also impressed with the flexibility of the licensing and the willingness to help package exactly what we needed for our solution. One feature we have greatly benefited from is the Contract Management which helps us track the different contracts we hold with customers.

The Service Requests have also helped guide users into providing information for their requests, making our job easier when trying to facilitate the requests and needing certain information to do so.

We were not impressed with the limited capabilities of the Solutions portion of the application and this carries over to the Help Desk Portal which has no current way of organizing Solutions based on the customer or "Site", category, or any such other filters. There is only the option of displaying the solution Internally, which is good because in that view, we can create filters to organize and make sense out of the hundreds of Solutions we have created. But, we really wanted to improve the self help capabilities of the help desk portal we are provided but with the current way Solutions are shown on the portal, we can not use this feature to show customers common solutions to their problems.

Overall, Samanage has been a great asset to our support team but we are hoping to see some improvements this year when it comes to permissions for viewing Solutions and also organizing solutions on the Help Desk Portal in a manner similar to how the Service Requests are displayed. I should note that since this is a SaaS solution, we instantly see improvements and features being added and the community.samanage.com site is very active.

Lastly, I want to praise Samanage's help desk and engineering team which has been spot on with their support and solution delivery. We have helped to find a number of bugs and problems throughout our use and usually we will see these problems resolved within a week or less which is incredible turn around time for fixing minor issues in a software solution if you look at other companies and traditional on premise software.