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Internal IT departments and Managed Service Providers (MSPs).
Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).
Very fair pricing and simple to set up. The real-time updates in the GUI are impressive and there looks to be some rapid and useful development underway.
The Remote Desktop feature is missing the option for file transfers and chat but both are on the roadmap for future updates. The agent is currently only available for Windows.
AWESOME support and very quick to help. The cost is amazing!!! The tool is easy to deploy and very easy to maintain.
I also was limited to one login for an administrator at first but that was opened up recently to more than one.
Once I added our domain, the computers started showing up in the dashboard immediately. It has an excellent suite of tool that helps the IT department save time.
I think some of the information can be hard to find, or you have to drill down. For example finding if a machine has low disk space.
There's a clear and comprehensive development roadmap and the up to 100 devices for free model is amazing - incredibly useful for small businesses and/or trialling the system.
No native Chat Client to communicate with the user.
It allows us to manage our tickets and resolve issues in a much more organized and timely manner than before we had an ITSM ITAM solution. Samanage offers a good product at a great price.
No option to have a 10 or 15 minute warning before SLA breaches (quite important for us as it's possible to easily miss these due to high ticket volumes).
We really enjoy that it is mobile friendly and that we can access it anywhere even when not on our network. It is very easy to use and to customize to our customers and our liking.
I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts.
The power points in using a hosted solution are functionality, speed, intuitiveness, reliability, and cost effectiveness. Samanage has succeeded in all these areas.
Getting confused sometimes about where a specific feature may be.
We like the ease of use, customer support, the community and the API integration feature. Good dashboard and the customer facing portal is a great feature.
The Chat response from an agent on Solarwinds takes time to respond. If there's an outage the email delivery is slightly delayed for the announcement.
Prioritize real-user-identified key features according to your needs to find your best fit.
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Top FeaturesSolarWinds Service Desk
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SolarWinds Service Desk
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