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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).
Enterprise-wide Service, Operations, and Customer Experience Buyer Groups
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.
An awesome application as Saas and Paas as well, Good inerface, user friendly and easy to use. Due to backend code in jaava and JavaScript it is very flexible.
Also, they made some changes in the GUI and some times users complain are related to that there is no a particular option or they are not able to find it now after the upgrade.
It’s a great help desk tool. Implementation went smoothly with great support from the company.
I especially don't like how when people send in a request, it sends them back an email with an incident number. Incident is a scary word.
New team members were able to learn it quickly with the help of documentation/articles which we can found easily in help and the design is user friendly from navigation point of view.
I have noticed that changes can be hard to make and often take months for our team to implement.
It's a straight forward approach for helpdesk technicians and end users. It's great to have the ability to see real-time status on a ticket.
Overall, the software has been doing the job with limited frictions.
SolarWinds Service Desk
Top FeaturesServiceNow Customer Service Management
SolarWinds Service Desk
ServiceNow Customer Service Management
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