
SolarWinds Service Desk
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567 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...
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, personalizá...
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
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: Serviços e tecnologia da informação
- Porte da empresa: Profissional autônomo
- Usado Mensal durante Avaliação gratuita
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
Sistema extremamente intuitivo e fácil de utilizar, com muitos recursos.
Avaliado em 12/06/2023
Vantagens
Sistema de fácil implantação e configuração. Muito útil e eficiente para monitoramento de redes e infraestrutura.
Desvantagens
Depende de licenciamento porém, não é dos mais caros e atende a necessidade de forma eficiente.

- Setor: Biotecnologia
- 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
Samanage is an easy to use solution that makes my life so much easier
Avaliado em 30/08/2018
We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is...
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!
Vantagens
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.
Desvantagens
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.
- 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...
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...
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
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: Gestão da educação
- 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
SWSD Gives my team room to breath
Avaliado em 05/12/2019
Very happy and know i made the best decision purchasing this tool for our organization.
Very happy and know i made the best decision purchasing this tool for our organization.
Vantagens
Great inventory management, change management, SLA support, Contract management, infrastructure monitoring etc.
Desvantagens
Data entry updates have to be done using a CSV file
- 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...
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: 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...
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: Design
- Porte da empresa: Profissional autônomo
- Usado Mensal durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
my review 16
Avaliado em 17/01/2023
In summary, SolarWinds Service Desk is a great tool for managing IT operations, but it comes with a...
In summary, SolarWinds Service Desk is a great tool for managing IT operations, but it comes with a high price tag and a steep learning curve. It may not be the best fit for small businesses or those with limited IT resources. However, for larger organizations or those that need a robust and feature-rich ITSM solution, it can be an excellent choice.
Vantagens
Remote Access/Control feature allows technicians to remotely access and control end-user devices to resolve issues quickly and efficiently.Real-time notifications keep technicians informed of new tickets, updates, and other important events in real-time.Ticket management system is well-organized and easy to use, making it simple to track and manage all service requests, incidents, and problems.Alerts/Notifications feature enables administrators to set up alerts and notifications to be triggered by specific events or conditions.Access Controls/Permissions allows administrators to set up different levels of access and permissions for different users and groups.Dashboard provides a real-time overview of the service desk's performance and key metrics.SLA Management feature allows administrators to set up and track service level agreements (SLAs) with customers.Compliance management feature helps organizations meet compliance requirements by tracking and reporting on IT assets and configurations.
Desvantagens
High cost of the software.Steep learning curve, it can take some time to master all the features and functionality.Some customers report technical issues with the software and support.Limited customization options
- 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...
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: 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: Fabricação elétrica/eletrônica
- Porte da empresa: 1 001 - 5 000 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 10.0 /10
Enterprise Quality at a reasonable implementation cost.
Avaliado em 01/05/2018
Great ITSM alternative to the big guys, with all the same features, without the price tag. They...
Great ITSM alternative to the big guys, with all the same features, without the price tag. They offer a full feature trial and will help you with a PoC. Great value, positive ROI and superior TOC. Have a look at this one!
Vantagens
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.
Desvantagens
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.
- 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...
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?
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Fonte da avaliação
Classificação geral
- Praticidade
- Suporte ao cliente
Strong service desk software with a lot of potential
Avaliado em 07/04/2016
Benefits:
1. Its easy to use and looks nice. Staff have required very little training, despite not...
Benefits:
1. Its easy to use and looks nice. Staff have required very little training, despite not having a centralized system.
2. Its pretty flexible. It's able to do about 90% of what we want it to do.
3. Support is active and engaged. Their community website has a lot of activity, both from others using the product as well as comments from Samanage's support.
4. Its actively developed. Recently Samanage unveiled their Labs feature, which allows areas to enable or disable new features to test out their functionality prior to implementation.
5. Reliability. Being a cloud service, you need it to be available and accessible. We've only had one minor outage during our time with Samange, and that was resolved quickly. They also provide great visibility into their uptime through a website, http://status.samanage.com
Problems:
1. Filtering. Filters for incidents need additional work to become more robust. Currently, each new filter type acts as an AND filter, while multiple of the same type of filter act as OR filters. In some cases, you can't achieve the type of filter required at all.
2. Reporting. While the built-in reporting looks nice and has some decent out-of-the-box reports, it's not at the level of sophistication most organizations really need to get their full value out of this product and the data it has. For instance, there is no query builder or ad-hoc reporting, so you're limited to what you see.
3. Groups and Roles. Groups are treated like individuals, so if you report on a group's incidents and one of the members in that group has an incident, you won't see it, which is challenging. Roles are pretty robust, but a person can only belong to one role. If you have exceptions for individuals, you basically need to create a special role for each one of those cases which won't scale for large organizations.
4. SLA's and automation. The current SLA implementation is restrictive and cumbersome. And that's pretty much the only way to provide any sort of automation to routing, closing, etc. for incidents.
5. Slow feature development. Samanage has done an excellent job of rolling out various features throughout the year. However, there are some long-standing feature requests that have been in development for years and executing on them has been slow.
While the above issues are a concern, I have faith they'll be addressed and result in a stronger product in the long run.
- 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...
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...
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.
- 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
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: 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!
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...
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: Gestão de organizações sem fins lucrativos
- 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 10.0 /10
Samanage review
Avaliado em 20/03/2017
Easy to configure and get set up. Love the agent on our computers so we get real-time insights on...
Easy to configure and get set up. Love the agent on our computers so we get real-time insights on our assets. Everyone we've worked with at Samanage has been responsive and helpful. We started with the asset management, and now are about to expand to the service desk which looks like it has some awesome features we plan to utilize right away like workflows and Jira integration. Wish the reporting was more robust so we could automate any report we want, but we're still able to get at what we need through saved lists/searches.
Vantagens
Samanage agent to track assets, Jira integration for service desk
Desvantagens
Reporting. We couldn't set up the reports any way we wanted so currently have to manually go in weekly/monthly to pull the data we want from lists instead. I wish we could customize the reports and set up the schedules to eliminate the manual steps.
- Setor: Gestão de organizações sem fins lucrativos
- 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 10.0 /10
Wonderful Product
Avaliado em 05/12/2019
The service desk has changed the IT department in a good way. We are not duplicating work (as...
The service desk has changed the IT department in a good way. We are not duplicating work (as much), we are held accountable for the things we are doing, and we are able to see if there are reoccurring issues withing the agency to know that it may be a bigger problem than one isolated incident.
Vantagens
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.
Desvantagens
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.