SolarWinds Service Desk Erfahrungen

It is simple to implement, administer, and update

Kommentare: In my opinion, web-based program solutions are the way of the future, and SolarWinds is right there with them. I truly mean it when I say I'd want to switch to SolarWinds because of the ease with which everything can be done from a web browser.

Vorteile:

I like that we can measure time, open rates, add project and task users, and connect files to our projects and tasks. This is a must-have for me in my current position. It's a great way to stay on top of tasks. All task updates are sent to you in real time. Support and asset management use cases are at the bleeding edge of this technology here. An good solution that meets the majority of ITSM criteria is available.

Nachteile:

The task arrangement for submitting new tickets might be a little complicated at times. Most users won't be able to see or realize how much backend setup is required, thus someone has to do it or teach them.

Hossam's SolarWinds Service Desk Review

Kommentare: My overall experience with SolarWinds is very positive, although we have switched to another system due to budget issues, yet i still prefer it.

Vorteile:

SolarWinds Service Desk is easy to use & what i like most about it is its dashboard customization feature, as i can be able to monitor my team's ticket status all day long, without having to look into the tickets of other teams, and being SolarWinds, it gives me the ability to view it in appealing charts, and reporting & notification is well maintained.

Nachteile:

The least i like about it is its cost in relative to other ticketing systems in the market.

SolarWinds: A Service Desk Great Experience

Vorteile:

A seamless reservoir of information with intuitive workflow and setup capabilities that greatly simplifies service desk management.

Nachteile:

Lapses in chat response time and limited features for software management and SLA warning functions can pose challenges.

On-Premise product thatrequires some hefty configuration

Kommentare: We needed a product that did not cost much and would obey ITIL standards.The tool does the above, but it requires vast knowledge on how to set up, admin and implement changes.The end users seemed to go along with the tool, but when basic changes needed to be made, you always looked for the one person who knew how the original setup was done, as it was the only way of making the changes safely.

Vorteile:

I like the securityI like the interfaceI think it's a fairly good value as we bought a perpetual license.ROI is fairly good.

Nachteile:

It is hard to configure, relying on the command line to do many things and not easy to train admin users on administrating this tool.

Efficient and User-Friendly: My Experience with SolarWinds Service Desk

Kommentare: Many users have reported that the software is highly customizable, user-friendly, and offers a range of features to streamline IT service management. The software also offers good collaboration tools that allow team members to work together more effectively.However, some users have noted that there can be a steep learning curve for new users, and the mobile app has limited functionality compared to the desktop version. The pricing for the software may also be a concern for some businesses.Overall, it seems that SolarWinds Service Desk can be a good option for businesses that need a powerful and customizable IT service management solution, but it's important to carefully evaluate the software and its features to determine if it's the right fit for a particular business.

Vorteile:

User-friendly interface: Many users appreciate the clean, intuitive interface of SolarWinds Service Desk. The software is designed to be easy to navigate, and users can quickly access the features they need without getting bogged down in unnecessary menus or options.Customization options: SolarWinds Service Desk is highly customizable, which allows businesses to tailor the software to their specific needs. This includes the ability to create custom workflows, fields, and forms, as well as automate tasks and notifications.Collaboration features: The software offers a range of collaboration features that allow team members to communicate and work together more effectively. This includes the ability to create and assign tasks, track progress, and share information in real-time.Integration with other SolarWinds products: SolarWinds Service Desk integrates with other SolarWinds products, such as Network Performance Monitor and Server & Application Monitor. This can be useful for businesses that want to create a more comprehensive solution for their IT needs.Responsive customer support: SolarWinds offers responsive customer support for its Service Desk software, including a comprehensive knowledge base, user forums, and technical support. This can be helpful for businesses that need assistance in setting up and using the software.

Nachteile:

Steep learning curve: While SolarWinds Service Desk is generally user-friendly, some users have noted that it can take time to learn how to use all of the features effectively. This may be especially true for businesses that are new to IT service management software.Limited mobile app: SolarWinds Service Desk offers a mobile app for iOS and Android devices, but some users have noted that it has limited functionality compared to the desktop version. This can be a disadvantage for businesses that need to manage IT issues on the go.Limited customization for email templates: Some users have noted that SolarWinds Service Desk offers limited customization options for email templates. This can be frustrating for businesses that want to create custom email notifications and alerts.Pricing: Some users have noted that SolarWinds Service Desk can be expensive, especially for small businesses or those with limited IT budgets. While the software offers a range of features and customization options, some businesses may find that it is not cost-effective.Integrations with third-party applications: While SolarWinds Service Desk does integrate with some third-party applications, some users have noted that the integration options are limited. This can be a disadvantage for businesses that rely heavily on other software solutions for their IT needs.

The tool is fantastic for managing incidents

Kommentare: For IT issue management, change management, and software purchase approvals, we utilize SWSD. Users may see where their requests stand in the IT department's queue, and the department as a whole can stay organized.

Vorteile:

This incident management software is a tried-and-true classic, with a user interface that's friendly to both IT pros and regular folks. It serves our purposes without overwhelming us with extra features we won't need.

Nachteile:

More views, like a tiled one, might be helpful for examining incidents or shifts. At this time, just a bulleted list is accessible. More dashboard widgets would be welcome, too.

Practically Perfect in Every Way

Vorteile:

It has a clean, easy to use, and intuitive interface. We have only scratched the surface of what it can do.

Nachteile:

I haven't really found anything I dislike. Our previous solution was that bad.

Great product for all sized organizations.

Vorteile:

Easy to deploy and customize. Love the easy of it's management.

Nachteile:

Nothing major I can think of. Cost is a little at the higher end.

It's like I have a personal IT Team standing by...

Kommentare: It has been very encouraging. Working with such a great team definitely takes the stress out of worry about what ifs.

Vorteile:

The communication and the care everyone takes in their work. They communicate with me and work together to ensure that all of my issues are resolved and that there is nothing else that they can do to help.

Nachteile:

Nothing so far. I have had nothing but positive experiences with everyone I have worked with at Solar Winds.

IT helpdesk

Kommentare: It's a userfriendly tool with minor problems.

Vorteile:

I use this tool on Teams to creat and view tickets for IT support. And for me it's very pratical and a quick way to report IT situations.

Nachteile:

When answering to the helpdesk, my comments weren't registered.

Great platform for asset management and trouble ticket

Kommentare: 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.

Vorteile:

Flexibility The "Sand Box" approach. Support. Cost effective

Nachteile:

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.

SolarWinds Service Desk - Great Serve desk that meets the ITSM needs

Kommentare: We've been using Solarwinds Service Desk for a few years now, and I highly suggest it. It provides cutting-edge support and asset management use cases. It is an excellent solution that satisfies the most, if not all, of the ITSM requirements, such as incident and issues management, changes and release management, and asset management.

Vorteile:

1. Solarwinds provides an excellent Incident Management experience. Agents can prioritize events and add custom fields for improved reporting and analysis. 2. It includes remote control software (Dameware), which enables support personnel to quickly enter into clients' computers and provide remote assistance. 3. It is also beneficial for asset management. Organizations may maintain track of all assets, including their location and status. 4. It is quite simple to open a support ticket. Its connection with email makes things a lot easier. 5. It also provides a Customer Satisfaction survey (which is issued automatically) to assess the level of service provided. 6. It is also cloud-based, allowing users to join in from anywhere and give help.

Nachteile:

1. The user interface could definitely benefit from some enhancements to make it easier to navigate. 2. The Search functionality is not properly optimized and frequently produces irrelevant results. 3. To create more user-friendly reports, the reporting may be upgraded with a much better UI. 4. The notification system may be improved to allow desktop pop-ups. 5. The mobile app frequently hangs.

A Great product with even greater potential

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

Vorteile:

A few of the things that I like most about Service Desk is the ease of learning to use it. I was able to go from one ticket management system to this one in a single day of training and have had almost no issues in terms of knowledge gaps. Their customer support is top tier and their change management workflow is one of the best I've seen.

Nachteile:

Reporting. By that I mean the lack of reports and reporting tools. It would be nice to be able to build out our own or create our own reports. A BI tool in this application would really put it over the top.

Strong service desk software with a lot of potential

Kommentare: 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.

Samanage simplified and expanded the feature set of our current Incident Management System

Kommentare: 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.

my review 16

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

A Great Replacement for Our In House Service Desk!

Kommentare: We've replaced our outdated, cumbersome in-house service desk with Samanage. We're already seeing higher productivity because of the SLAs we were able to set. The automations available within the system help streamline ticket submission and remove a lot of the back and forth when information is missing.

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.

Great Service desk tool

Kommentare: Well, it was a good value for money.

Vorteile:

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

Nachteile:

Well, customer service was not easy to reach

Great to small to midsize companies

Kommentare: It's been good. There are times where I ask about something or inquire about a function and the response isn't the greatest

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.

Expandable as you need it

Kommentare: This software has allowed us to track end user request for issues and see how the responses trend. It also allows us to track ongoing project with task etc. Though it is not a project managment software it does lend itself to easily manage small projects

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.

Easy to learn and use

Kommentare: Overall, Solarwinds has been a very easy to learn and use system, with a friendly user interface. It is a great starting point for users that do not have experience with information management systems.

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.

Better than other products but needs some TLC

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.

A solid ticket management web app

Kommentare: We are getting much more accurate reports for identifying trends in end-user troubles. We have improved incident tracking and overall customer satisfaction.

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.

Experience with MS Teams (Pending)

Kommentare: Overall experience is amazing & I am loving this application.

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.

Samanage - A seriously good help desk solution

Kommentare: Very good. 5/5 experience, overall the software works exactly as advertised.

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.