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Customizable workflows
Allows for tailored processes to fit specific business needs
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Integrations
Seamlessly integrates with other SolarWinds products and third-party tools
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Automation
Automates routine tasks to increase efficiency and reduce errors
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Limited reporting capabilities
Reporting options are basic and may not meet all business needs
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Steep learning curve
May require significant training and time investment to fully utilize all features
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Limited mobile app functionality
Mobile app is limited in features compared to desktop version
- Potential to expand integrations with more third-party tools
- Opportunity to enhance reporting options to better meet business needs
- Potential to add more features to the mobile app to improve usability
- Competitors may offer similar or better features at a lower cost
- Security breaches or vulnerabilities could damage the reputation of the product
- May not be able to handle larger organizations or growing business needs
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Review Distribution
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👍
High - rated users
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.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.
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🤔
Average - rated users
I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.
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SolarWinds Service Desk Plan
