SolarWinds Service Desk Erfahrungen

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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 on one catalog item.

In Betracht gezogene Alternativen

Zendesk Suite

Warum SolarWinds Service Desk gewählt wurde

We needed a friendlier GUI with more User integration.

Gründe für den Wechsel zu SolarWinds Service Desk

Cost to features were a big plus. We got everything out of the box with Service Desk that we need currently.

Vorteile

I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.

Nachteile

There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.

Vorteile

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

Nachteile

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

Vorteile

Efficiency--There are so many things that can be updated from the main page that lists your incidents. Very easy to learn and to use.

Nachteile

Integration with Active Directory. We were able to setup Single Sign-On, but it wasn't as smooth as I would've liked. But it does work, so it's not really a con, just the complexity of it was a little more than the rest of the setup.

In Betracht gezogene Alternativen

Freshservice und SysAid

Warum SolarWinds Service Desk gewählt wurde

The previous software was pretty clunky, having to go to several different screens to make different updates on the same ticket. With Service Desk, I can make many of those changes without even having to open the the ticket itself.

Gründe für den Wechsel zu SolarWinds Service Desk

Overall, the user interface just seemed easier to navigate. The price was also better than the alternatives. All around, I just had a really good feeling about this software from the beginning. I actually chose this over the software that I had recommended initially.

Vorteile

SolarWinds Service Desk is an intuitive, robust and dependable service management platform. It is cloud based (big plus) and continually has new feature/functionality roll outs.

Nachteile

The mobile app could use some work, it is a little cumbersome from a technician's stand point.

In Betracht gezogene Alternativen

FootPrints

Gründe für den Wechsel zu SolarWinds Service Desk

SolarWinds offered much more functionality and features as is more in line with what we were looking for.

Vorteile

Easy to deploy as it is a cloud-based system. Initial setup requires low effort and detail. Branding is easy to apply, functionality is easy to test out of the gate.

Nachteile

Information on asset discovery, connections, and scanners feels lacking. Connecting to SCCM via the database has very little information, and after a month of attempts, it is not functional. Support has been a bit slow on response when inquiring regarding this issue, even after purchase.

In Betracht gezogene Alternativen

JIRA Service Management

Warum SolarWinds Service Desk gewählt wurde

The previous system was not set up or deployed correctly or completely within our company.

Gründe für den Wechsel zu SolarWinds Service Desk

Functionality, especially with knowledge base management and self-service portal, is much better. The integrations with other systems promised also allows for much more expansion possibilities in the future.

Vorteile

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

Nachteile

Data entry updates have to be done using a CSV file

Vorteile

Asset Management (Automate)
Cloud base management
Live chat

Nachteile

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

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus

Warum SolarWinds Service Desk gewählt wurde

before implementation of this solution we are using internally software for manage service desk and we had lot of issues.

Gründe für den Wechsel zu SolarWinds Service Desk

we study and check all organization requirement, this solution cost effective and with positive user reviews. we use in trail and implement.

Vorteile

We have a bunch of server in Solarwinds which is monitored in it. The tools very easy to use, no need a special talent. The way we put the server in Maintenance mode is very easy and removing it from it is also very easy.

Nachteile

Mostly, I don't see any flaws in this tool.

Vorteile

This tool is a hidden gem. Compared to it's peers in the ITSM space, SAmanage has all the features you would expect from an Enterprise ITSM without the Enterprise price tag. It's cloud based SAAS model saves you from the hassles of onprem setups, and if you are global it just works for all your users. The feature set is rich, I recommend you do a Proof of Concept (POC) with them to gain an appreciation of everything the product gives you. The on-boarding process was very well orchestrated, they guide your team through the whole implementation via a Trello board. Everything is spelled out for you, there is little risk here. Truly an Enterprise Grade Product at a reasonable SMB Total Cost of Ownership (or Subscription-ship). Worth having a look.

Nachteile

The product does not hit the radar in terms of "Known" go to ITSMs. So this left us to do more research and vetting with their existing clients. Also, because they are lean on price, they do not spend a lot of time "Wining and Dinning" you, and this gave us the false impression of the organization being small. They are not small as we found out in the implementation phase. They are a true SAAS so they don't have travelling sales people with territory in the traditional sense, again it gave us the wrong impression of their sophistication. Some of the features compared to the expensive ITSM packages are not as robust, but for the prices difference we can accept those as is. They meet our needs as is. I do recommend you do a PoC with them to gain a full appreciation for what they do offer and where some of their simplicity map-out for your needs.

Vorteile

To give some background, we took on IT services for a smaller company that was getting absorbed by us. While a lot of the IT foundations laid down were pretty flimsy or problematic, one thing stuck out as very well done. They were using Solarwinds for I.T. support and it was definitely a sigh of relief amongst the other mismanagement from before.

Everything such as device enrollment was pretty simple, the feature set for online client management was well-stocked, and my favorite was the ability to remote in without needing an external program to do so. We currently use Kaseya and it's just hot garbage, I sincerely wish we could move over to Solarwinds for our main company's IT helpdesk tools.

Nachteile

While there is a lot to like about this, some of the UI felt a little "cramped" from time to time. The feature set was nice, but what I was looking for was sometimes a tiny little button on a small option bar. Perhaps some buttons or icons of size would help streamline things, as this can also make training others more difficult, since the task options are easy to miss.

Vorteile

Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected.

Nachteile

It doesn't know how to make me coffee in the morning, but other than that, it's hard not to like something that makes your life easier.

Vorteile

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.

Nachteile

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.

Vorteile

Ticket management is easy to use
Asset management works well
Ticket assignment function works well
Helpdesk monitoring is a great tool

Nachteile

A little cumbersome to set up, but once completed works great! Had some difficulty adding custom fields.

In Betracht gezogene Alternativen

ServiceNow Customer Service Management

Warum SolarWinds Service Desk gewählt wurde

Needed more functionality

Gründe für den Wechsel zu SolarWinds Service Desk

Easier to use for helpdesk team

Vorteile

Customizable and clutter free helpdesk
Customizable Reports
Outstanding Support
Supportive Community

Nachteile

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

Vorteile

We've had great support from day one. The support team answered all of my questions about features when we trialed the system, and they've continued the great support after we officially signed up.

There are also improvements made to the platform all the time.

The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time.

Nachteile

Some basic features are missing. For instance, I can't set the system up to alert the entire team when a trouble ticket is closed. This was an important feature on our old service desk, as it let the team know when someone else sorted out an issue. This also helped share solutions among the team. Now, when a ticket is closed, it simply disappears from queue without team learning.

The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization.

Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason.

Vorteile

It is easy to use and implement, manage and upgrade.

Nachteile

Well, customer service was not easy to reach

In Betracht gezogene Alternativen

JIRA Service Management

Gründe für den Wechsel zu SolarWinds Service Desk

Cost

Vorteile

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

Nachteile

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

Vorteile

easy to implement, easy to build your own knowledge base repository. Support is quick to respond.

Nachteile

Updates can be tricky, there is no "Test" environment to test if your data and configuration will work as you expect. So when they update you its trial by fire. Fortunately they have been pretty good about responding to any issues that have arisen.

Vorteile

The processes that are most used by my team are very easy to perform. Ticket creation is assisted by a very user friendly UI, and ticket management after tickets are created allow for tickets to reflect evolving issues.

Nachteile

Proper ticket management and the ability to provide a resolution at the time of creating the ticket without closing it are just a few quality of life improvements that I can see missing as a low-tier help desk member.

Vorteile

The biggest advantage my team has with Samanage is that you can create solutions for common issues, that you can easily attach to a ticket and not have to re-type the solution over and over again. Other then that ticketing system is fine, does what we need it to but reporting could use some enhancements.

Nachteile

Would like a more in depth reporting mechanism, could be that my company doesn't use the tool to the best of it's ability but there needs more vision on software/hardware we have.

Vorteile

I really appreciate the ability to organize columns in my ticket queue according to my preferences. This has greatly improved my ability to review a very active ticket queue and quickly assess what needs immediate attention.

Nachteile

I lose a lot of time waiting for ticket category suggestions to populate. When the suggestion pops up, it moves it from its normal place in the list of categories. By the time this happens, I could have selected the correct category and moved on already.

Vorteile

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.

Nachteile

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.

Vorteile

The features work as advertised. We have used Dell Kace in the past and dumped it because of a lack of features; we switched to InvGate. InvGate was a really poor experience, and though it had a lot of features nothing operated properly and support was slow. Samanage has been the total opposite, when we run into an outage it is very quickly resolved and chat support is very responsive.

Nachteile

Improvements could definitely be made on the built-in reporting side of things; especially when it comes to computer inventory.