SolarWinds Service Desk
Conheça o SolarWinds Service Desk
O Samanage é o Help desk de TI mais avaliado e mais bem cotado. A central de serviços simplifica tarefas complexas e automatiza as mais básicas, enquanto fornece cargas de métricas, geração de relatórios e configurações, sem sobrecarregar. O Samanage permite que você siga facilmente a estrutura da ITIL, obterá resoluções de tíquetes mais rápidas, melhorará os SLAs e perderá menos tempo repetindo a mesma tarefa várias vezes. Entregue serviços mais rápidos e mais inteligentes e pare com as preocupações.
Quem usa o SolarWinds Service Desk?
Ideal para empresas de qualquer tamanho, em qualquer lugar, com organizações de TI sofisticadas que buscam oferecer um serviço superior aos clientes internos (funcionários e outros solicitantes internos).
Not sure about SolarWinds Service Desk? Compare with a popular alternative
SolarWinds Service Desk
Outras ótimas alternativas ao SolarWinds Service Desk
Avaliações do SolarWinds Service Desk
Felipe
Alternativas consideradas:
Ferramenta de abertura de ticket
Comentários: Infelizmente, não foram os melhores, pois foi necessário a contratação de uma empresa terceira para configuração do ambiente. Isso gera uma série de problemas e atrasos. Não existe forma mais fácil de executar, pois a empresa meio que obriga a contratar um suporte.
Vantagens:
O software é simples e prático. Qualquer utilizador consegue utiliza-lo sem problemas, mesmo aqueles que apresentam mais dificuldades em utilizar softwares. Muito intuitivo e se configurado corretamente, o usuário apenas precisa preencher os problemas e todo o restante o Service Desk fara por você.
Desvantagens:
Muitos dos recursos ao se instalar, não são fácil e precisam de explicações, porém não há muito suporte por parte do fabricante, que te empurra uma empresa especializada em suporte a aplicação.
Avaliador Verificado
Software completo - Recomendado a todo Service Desk
Comentários: A experiência foi muito boa no geral. Software cumpre o que promete, funciona muito bem, personalizável e com suporte excelente.
Vantagens:
Cheio de funcionalidades, tanto para o técnico quanto para o gerenciamento do uso da ferramenta. Relatórios muito completos para tirar o máximo de proveito.
Desvantagens:
Apesar de ser prático, requer um mínimo de treinamento para o pleno uso.
Shayla
The tool is fantastic for managing incidents
Comentários: For IT issue management, change management, and software purchase approvals, we utilize SWSD. Users may see where their requests stand in the IT department's queue, and the department as a whole can stay organized.
Vantagens:
This incident management software is a tried-and-true classic, with a user interface that's friendly to both IT pros and regular folks. It serves our purposes without overwhelming us with extra features we won't need.
Desvantagens:
More views, like a tiled one, might be helpful for examining incidents or shifts. At this time, just a bulleted list is accessible. More dashboard widgets would be welcome, too.
Sarah
An excellent tool for service management
Comentários: For the most part, Solarwinds Service Desk is utilized for automating incident generation through integration and reducing the amount of human work required. Custom dashboards make it possible to see the weekly, monthly, and yearly trends in various types of tickets, such as incidents, requests, changes, and issues, and to perform analysis.
Vantagens:
It offers a wide range of functions, such as incident tools and an employee support site. In addition, the user interface is simple and clear. To reassign requests, learn about what happened, and access the information you need is simple. I no longer have to worry about maintaining the backend systems. Instead of getting bogged down in making sure all systems are up-to-date, we can concentrate on our business and providing excellent customer support.
Desvantagens:
When a ticket is being updated, the user is not informed that the ticket is in the process of being updated. Moreover, the fact that the search engine does not provide slack binding should be stressed more strongly. During the dynamic page refresh, the page becomes unresponsive.
Avaliador Verificado
Good Out-Of-Box product for small, scalable team
Comentários: We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.
Vantagens:
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.
Desvantagens:
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.
