
SolarWinds Service Desk
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556 avaliações
- Setor: Automotivo
- Porte da empresa: 51 - 200 funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 2.0 /10
Ferramenta de abertura de ticket
Avaliado em 23/01/2023
Infelizmente, não foram os melhores, pois foi necessário a contratação de uma empresa terceira para configuração do ambiente. Isso gera uma série de problemas e atrasos. Não existe forma mais fácil de executar, pois a empresa meio que obriga a contratar um suporte.
Vantagens
O software é simples e prático. Qualquer utilizador consegue utiliza-lo sem problemas, mesmo aqueles que apresentam mais dificuldades em utilizar softwares. Muito intuitivo e se configurado corretamente, o usuário apenas precisa preencher os problemas e todo o restante o Service Desk fara por você.
Desvantagens
Muitos dos recursos ao se instalar, não são fácil e precisam de explicações, porém não há muito suporte por parte do fabricante, que te empurra uma empresa especializada em suporte a aplicação.
Alternativas consideradas
FreshserviceRazões para escolher o SolarWinds Service Desk
Foi informado sobre uma integração a outra plataforma que seria necessário para o nosso trabalho.Software anterior
FreshserviceRazões para mudar para o SolarWinds Service Desk
Precisávamos de uma ferramenta com integração a outro sistema. No momento, apenas a SolarWinds informou ter está integração, por isso, optamos pelo Service Desk.- Setor: Serviços de informação
- Porte da empresa: 11 - 50 funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
Software completo - Recomendado a todo Service Desk
Avaliado em 19/05/2021
A experiência foi muito boa no geral. Software cumpre o que promete, funciona muito bem, personalizável e com suporte excelente.
Vantagens
Cheio de funcionalidades, tanto para o técnico quanto para o gerenciamento do uso da ferramenta. Relatórios muito completos para tirar o máximo de proveito.
Desvantagens
Apesar de ser prático, requer um mínimo de treinamento para o pleno uso.
- Setor: Automotivo
- Porte da empresa: 201 - 500 funcionários
- Usado Semanal durante 1 a 5 meses
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Fonte da avaliação
Classificação geral
- Praticidade
- Probabilidade de recomendação 8.0 /10
Útil e rápido
Avaliado em 19/04/2023
Boa experiência
Vantagens
Ferramenta de uso simples e muito prática que agiliza todo o trabalho de help desk. Melhoria significativa por parte da assistência após o uso deste software.
Desvantagens
Nada de relevante a referir como contra no tempo que já utilizei este software.
- Setor: Automotivo
- Porte da empresa: 201 - 500 funcionários
- Usado Mensal durante 6 a 12 meses
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Fonte da avaliação
Classificação geral
- Praticidade
- Probabilidade de recomendação 9.0 /10
User help
Avaliado em 19/05/2023
Vantagens
Muito prático e fácil para recorrer a ajuda especializada de forma a ultrapassar problemas pontuais na ótica de utilizador.
Desvantagens
Até ao momento não observei constrangimentos na utilização desta ferramenta de ajuda.

- Setor: Publicidade e marketing
- Porte da empresa: 201 - 500 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
Samange - Cloud based Support Desk
Avaliado em 15/02/2019
Great software, have used this at two different firms now. Simple and easy with great reliability and reporting.
Vantagens
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.
Desvantagens
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.
- Setor: Rádio e televisão
- Porte da empresa: 1 001 - 5 000 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 8.0 /10
Great Interface - Still Room for Improvement
Avaliado em 25/10/2019
We have reduced email congestion for our team and streamlined ticket requests for our media services department.
Vantagens
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.
Desvantagens
The software is really tailored for an IT department, and the company has been unable/unwilling to broaden their focus.
Razões para mudar para o SolarWinds Service Desk
We thought the interface was the cleanest, easiest, and most responsive-
Fonte da avaliação
Classificação geral
- Praticidade
- Suporte ao cliente
Support is non-existent and clunky. Interface good, but needs work.
Avaliado em 07/04/2016
Samanage's software is the 5th HelpDesk software package I have used in my professional career of 20 years. It has some nice features, including the automated inventory for Windows workstations, and the ability to setup custom SLA's. But that is where the positive end.
Things I don't care for are outdated "help" articles in their support portal, written by their own staff, that are inaccurate, and wasted over two days of my time trying to implement something that I discovered didn't work, then when I flag their support, I get a brief apology. Support is terrible, if they cannot write and police their own articles for accuracy. I don't appreciate organizations that cause more work for organizations using their product.
The system does not allow for UNC paths to be set as links in the system. This prevents our organization from sending "clickable" link to help staff add printers, map drives, etc. Only hyperlinks that go to the web are able to be made clickable.
Searches are another headache. While it is nice that it searches across everything to yield results, you have no method to filter the results returned to a date range or the ability to sort the results by a certain field.
We also had to take their supplied agent (for automated inventory), and build our own MSI package for deployment. Unsure why they are not able to do this themselves, but it is frustrating.
No native iOS app is available, for the technicians to use, and using the HTML 5.0 interface is clunky and not very useful on iOS devices.
The software has a lot of potential, but still needs a lot of work.
Resposta do SolarWinds Traduzir para o Português
Hi Ryan - We're always looking for feedback and suggestions to help us stay agile and keep up to date with our customers. Our community is a great way to engage and find help, however we realize that as the software continues to change, some of the solutions within the community can get outdated. We're always working to update as we go! As your customer success manager, I'd like to apologize if the experience with our support team was challenging. Our goal is always to surpass your expectations.
Our search and filtering functionality has seen some enhancements over the last months and once we connect, I'm happy to take you through some of the enhanced dynamic reporting functionality that comes with the updates. I will reach out to set up some time for us to speak. - Britt, 919-648-0785
- Setor: Varejistas
- Porte da empresa: 51 - 200 funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 6.0 /10
Nice product for daily IT use
Avaliado em 27/02/2023
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.
Vantagens
I liked the fact that they've combined the Asset Management and Ticketing system in their product, it gives the IT team full insight into the received requests.
Desvantagens
The pricing of the different IT processes can be worked on, for instance, between the Team tier and Business tier there is a 20 euro difference which is a little high for small companies.
- Setor: Automotivo
- Porte da empresa: 1 001 - 5 000 funcionários
- Usado Outro durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
Amazing Tool Kit for Management & Monitoring of Service Desk.
Avaliado em 28/04/2021
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.
Vantagens
Asset Management (Automate)
Cloud base management
Live chat
Desvantagens
User interface not so good ( must improve this section )
Searching is not good improve it.
Alternativas consideradas
ManageEngine ServiceDesk PlusRazões para escolher o SolarWinds Service Desk
before implementation of this solution we are using internally software for manage service desk and we had lot of issues.Razões para mudar para o 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.- Setor: Música
- Porte da empresa: 201 - 500 funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 6.0 /10
Great all in one solution
Avaliado em 05/10/2022
A good choice for all IT teams to start out with
Vantagens
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
Desvantagens
Not as customizable and unable to get what we want exactly.
Have to do quite a number of work arounds instead.
Alternativas consideradas
JIRA Service ManagementRazões para mudar para o SolarWinds Service Desk
Was giving it a shot- Setor: Serviços e tecnologia da informação
- Porte da empresa: 51 - 200 funcionários
- Usado Mensal durante Avaliação gratuita
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 6.0 /10
A Review of SolarWinds Service Desk - The Efficient IT Service Management Solution
Avaliado em 03/02/2023
SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform designed to help organizations streamline and automate their IT support operations. The platform offers a range of features, including incident management, problem management, change management, and knowledge management, making it a popular choice for IT teams and support organizations.
Vantagens
Efficiency: The platform is designed to streamline IT support operations, reducing the time and effort required to manage incidents and resolve problems.Robust reporting and analytics: The platform offers robust reporting and analytics capabilities, allowing IT teams to gain insight into their performance and make data-driven decisions.Integration capabilities: SolarWinds Service Desk integrates well with other popular tools and applications, such as Microsoft Office and Google Workspace, further enhancing its efficiency and collaboration capabilities.Scalability: The platform is highly scalable, making it suitable for organizations of all sizes.Affordable pricing: The pricing model is flexible and affordable, allowing organizations to choose the right solution to meet their specific needs.
Desvantagens
Steep learning curve: Some users may find the platform's advanced features and capabilities to have a steep learning curve, especially for those new to ITSM.Technical difficulties: Some users may experience technical difficulties when using SolarWinds Service Desk, especially when using its more advanced features.Limited customization options: Some users may find the customization options limited, and may need to use additional tools to meet their specific needs.
- Setor: Fabricação de alimentos
- Porte da empresa: 501 - 1 000 funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
SolarWinds Service Desk is worth it!
Avaliado em 31/01/2023
Everyday use is a breeze and never a chore.
Vantagens
When looking for a solution to tie all of our tech together inside of our company, we went with SolarWinds Service Desk and from the get go, it seamlessly blended all of our existing processes together and made everything so much better.
Desvantagens
Although there is no such thing as perfect tech, SolarWinds gets pretty close.
- Setor: Serviços e tecnologia da informação
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Praticidade
- Probabilidade de recomendação 10.0 /10
Solarwinds - Good tool for Monitoring
Avaliado em 22/02/2023
Vantagens
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.
Desvantagens
Mostly, I don't see any flaws in this tool.
- Setor: Software
- Porte da empresa: 10 000+ funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
SolarWinds service
Avaliado em 01/03/2023
Vantagens
Flexible creation of self-service forms.
Desvantagens
User interface need some enhancements to make it.

- Setor: Engenharia civil
- Porte da empresa: 201 - 500 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Great platform for asset management and trouble ticket
Avaliado em 23/03/2017
The pricing is based upon the number of users in our network that will be accessing the system, and the number of "Managers" running the system.
The salesman were very helpful in providing a great offer on the cost and have kept that pricing concept since we started.
As you are starting out with basically a "Blank Page" it can seem a little overwhelming at first setting everything up to get that final functional asset management and help desk system you envision. However, there are plenty of examples and their help & support is very responsive.
To me, this "Blank Page" is one of the positive aspects of the system. Basically, with some limitations, if I can imagine it, I can build it with what they have provided. This is true if you keep in mind what the original system was designed for in the first place. (The point here is simply: you would be surprised what kind of things people have asked the system to do... way beyond the scope of its design...)
It easily integrates with Active Directory (AD based on Windows 2003 is no longer supported as of this writing) and has a robust permissions setup, allowing you to allow and deny users any number of "Roles" that are pre-configured or that you create as needed.
The easy deployment of the agent combined with the cloud based setup allows the system to work well with users and machines working both in the corporate network, as well as outside of it in satellite offices.
The "Trouble Ticketing" interface can be customized and is easy to understand and navigate. Background elements include the ability to track tickets, warn administrators of tickets that have received no response, cluster common tickets to users and machines for trend and trouble tracking, and provides what I call "Live Response", where you can see who is looking at a specific ticket or item and see their notations instantly.
Probably the most impressive portion of the system is that part that most users will never see: The asset management system.
Once the agent has been installed and is communicating, the amount of information provided is overwhelming at first, and yet still organized and categorized. There is even a built in tool allowing the system to know when a computers warranty is up.
My reason for not giving 5 stars across the board:
The system sometimes has issues tracking software as the "Suite" it is licensed under. This is not necessarily and issue with this system as it is in how it is sold.
Vantagens
Flexibility
The "Sand Box" approach.
Support.
Cost effective
Desvantagens
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.
- Setor: Serviços e tecnologia da informação
- Porte da empresa: 5 001 - 10 000 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 8.0 /10
Great little ITSM
Avaliado em 07/11/2018
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.
Vantagens
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
Desvantagens
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?
- Porte da empresa: 51 - 200 funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
Amazing internal and external customer service portal
Avaliado em 19/07/2018
Asset management, asset auditing, help desk ticketing system.
Vantagens
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.
Desvantagens
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.
- Setor: Educação superior
- Porte da empresa: 501 - 1 000 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Tremendous product that drives efficiency, quality, and customer satisfaction
Avaliado em 06/12/2019
I've had a great experience with SW SD. As a developer the ability to create workflows and use the API has made this tool indispensable. It is also extremely helpful when trying to track down a problem that may have occurred in the past or is similar to something we're currently dealing with.
Vantagens
I like the easy-to-use interface, the communication history that allows us to keep track of end user needs and concerns, and the API (personally that's my favorite).
Desvantagens
I have very few complaints. I wish the list of "filters" wouldn't show the most commonly used at the top or would at least leave those items that are commonly used also further down in the list. I feel like I'm always searching for the items I want in the list because they're not in the same place if I recently used them! Outside of that I wish there was a ticket prioritization feature (or even project management-related features).
- Setor: Gestão da educação
- Porte da empresa: 501 - 1 000 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 3.0 /10
Cost per year better than most
Avaliado em 17/11/2020
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.
Vantagens
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.
Desvantagens
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.

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Fonte da avaliação
Classificação geral
- Praticidade
- Suporte ao cliente
Nice UI, Awesome Customer Service, Fast evolution
Avaliado em 25/11/2014
For some organizations, selling the idea to have an ITSM can be difficult. They helped me to build the case and to sell the idea, they supported me in the whole process.
Once they sold me the product, they showed an awesome customer service with very short turnaround time for each support request. They have a strong and active community, which is very important to share ideas and problems. The errors that I found were solved quickly and they also hear their users, by giving us the ability to push for ideas to include in the system.
The inventory management is great in details and features.
Some Improvement Opportunities
So far, some improvements opportunities that I see can be around the SLAs which could be more flexible (structured as Target->Action, there could be more for each of them), but is not really a problem.
The reports could be more flexible by allowing the user to build his own reports, and scheduling the reports to be sent to specific users
The asset agent deployment for linux is a bit tricky and could be improved a lot. Mac and Windows are very straightforward and easy to install.
There are and will be a number of things not covered by the product, but what they showed me so far by evolving partially from what the users propose and how fast they evolve, gives me the confidence I need to rest assure that everything that I need will eventually be there.
Pros
An awesome customer service and support.
Great asset management.
Good set of reports and dashboard capability.
SLA are great at the level we use it, you can specify different targets and actions.
Ability to configure different times zones and business hours of all your company sites, we have 4 offices with different times zones and so far that's working great!
Allowed us to configure a service catalog, to capture and structure common requests from our users, like the request of Virtual Machines, where they always missed some data we needed.
I'm sure I'm forgetting something but so far, our experience has been great, I would totally recommend this product!
- Setor: Serviços e tecnologia da informação
- Porte da empresa: 11 - 50 funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 7.0 /10
Solarwinds servicedesk helps you service the customers
Avaliado em 19/10/2022
Very happy!
Vantagens
Very easy and nice to see servicedesk system, good integration with other Solarwinds tools, remote acces works fine, CMDB, Solarwinds patchmanagement, remote control
Desvantagens
In fact it's easy to use bit the price is a little it higher then some other tools.
- Setor: Gestão da educação
- Porte da empresa: 201 - 500 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 7.0 /10
Easy to work with, easy to integration but need more thing for workflow
Avaliado em 10/08/2018
We using Samanage for service desk and inventory, from 2015, we were like the first customer, we give a lot of ideas for them to improve the product. We now using Samanage for IT, Operation and HR department, for the next time we may offer to another department like Business Office. We have the plan to do some application using Samanage API for improve reporting.
Vantagens
API very good, can do anything with API. We also create some own application to work with the ticket, other assets by API.
Desvantagens
Workflow part need improve more, like we need input step, Samanage should compare with other software for workflow like Kissflow, also, user interface not very friendly for the user.
- Setor: Telecomunicações
- Porte da empresa: 11 - 50 funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
Good Software
Avaliado em 06/10/2022
Vantagens
The ease of use, it's very easy and it is useful, fast and with no problems.
Desvantagens
The interface is not so good but fair enough to understand
Alternativas consideradas
Zoho DeskRazões para mudar para o SolarWinds Service Desk
Because this is the most complete.
- Setor: Gestão da educação
- Porte da empresa: 201 - 500 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
This makes project management a snap
Avaliado em 27/03/2018
Vantagens
The software is robust and full features, everything from helpdesk to asset management. Also the integrations are great, having it easily connected to our zendesk instance allowing the ability to connect issues from zendesk to assets in samanage. This also makes tracking asset warranty simple.
Desvantagens
When we purchased samanage it seemed to be focused on the asset management. Now they've geared to push more towards the helpdesk software built into to it. Not being able to disable to and remove the options.
- Setor: Atacadistas
- Porte da empresa: 51 - 200 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 9.0 /10
Great product, easy to use for the tech and the client.
Avaliado em 05/12/2019
Our IT team has used SolarWinds Service Desk for over 5 years. When our Customer Success department started looking for a way to track their requests, we brought them on with us. Now both groups are using the system simultaneously without overlap.
Vantagens
The satisfaction surveys are great. The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.
Desvantagens
Finding a closed ticket can be difficult. I wish there were better filters in the search functionality.