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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).
We serve companies of every sphere, whether your company is into marketing, healthcare, customer support, or any other industry. We also serve companies of all sizes, startups to large enterprises.
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.
I love their features: shared inbox, connect support systems, customer satisfaction survey. A customer satisfaction survey helps to identify how you can improve your customer support.
I can manage all my channels but not social media and this makes it a little difficult to cater to customer requests received from social media.
We are quite pleased to get some competitive functionalities at almost $10/agent/month. Our customer support operation has improved over the course of time and everything is in proper sync.
It will help us a lot to avoid the separate time we spend on checking our social media accounts separately to check customer requests or complaints.
What really did put me into action to invest in a product like ProProfs Help Desk is the Child Ticket feature. Really this feature is amazing.
However, ProProfs helped us realize that important help desk metrics such as average first response time, average ticket resolution time, etc. are great for measuring team performance.
Prioritize real-user-identified key features according to your needs to find your best fit.
SolarWinds Service Desk
Top FeaturesProProfs Help Desk
SolarWinds Service Desk
ProProfs Help Desk
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