Avaliações do SolarWinds Service Desk

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.

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.

Útil e rápido

Avaliado em 19/04/2023

Boa experiência

User help

Avaliado em 19/05/2023

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.

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.

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Things I don't care for are outdated "help" articles in their support portal, written by their own staff, that are inaccurate, and wasted over two days of my time trying to implement something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.

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.

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.

Great all in one solution

Avaliado em 05/10/2022

A good choice for all IT teams to start out with

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.

SolarWinds Service Desk is worth it!

Avaliado em 31/01/2023

Everyday use is a breeze and never a chore.

Solarwinds - Good tool for Monitoring

Avaliado em 22/02/2023

SolarWinds service

Avaliado em 01/03/2023

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.

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.

Amazing internal and external customer service portal

Avaliado em 19/07/2018

Asset management, asset auditing, help desk ticketing system.

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.

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.

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!

Solarwinds servicedesk helps you service the customers

Avaliado em 19/10/2022

Very happy!

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.

Good Software

Avaliado em 06/10/2022

This makes project management a snap

Avaliado em 27/03/2018

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.