Help desk improves reporting of issues
April 22, 2020
Help desk improves reporting of issues
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Solarwinds Service Desk (formerly Samanage)
We use SolarWinds in many departments in our organization as a way for staff to submit issues, ask questions and submit ideas for improvement.
- Easy user interface: when we changed from our old service desk our tickets doubled overnight.
- I like the solutions and how easy they are to attach to tickets and to create a solution from a ticket.
- Like the tagging feature.
- Can't just cut and paste an image into a comment or ticket.
- The change management module is lacking items needed for ITIL making it necessary to have other processes.
- The reporting is horrible and hard to use.
- Hard to set up SLAs.
- Permission are confusing.
- Easy way to track satisfaction.
- Easy way to involve all departments.
- Increased staff reporting of issues instead of calling.
SErviceNOw, JIra,
Do you think SolarWinds Service Desk (SSD) delivers good value for the price?
Yes
Are you happy with SolarWinds Service Desk (SSD)'s feature set?
No
Did SolarWinds Service Desk (SSD) live up to sales and marketing promises?
Yes
Did implementation of SolarWinds Service Desk (SSD) go as expected?
Yes
Would you buy SolarWinds Service Desk (SSD) again?
Yes