Who Uses This Software?

Ideally suited for companies with 200+ employees looking to manage internal Help Desk / Service Desk operations and IT Asset Management in a unified, cloud-based ITSM solution.


Average Ratings

297 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $19.00/month/user
    See pricing details
  • Pricing Details
    We have 4 flexible editions starting at $19/agent/month & $.40/asset/month.
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Samanage
  • www.samanage.com
  • Founded 2007
  • United States

About This Software

Through time-saving automation, Samanage's IT Asset Management solution captures and retrieves an asset's incident history, optimizing the value of the asset over its entire life cycle and integrating these insights into the service quality you provide. With a fully integrated service desk, Samanage allows you to dramatically improve visibility, efficiency, and success.


Features Checklist

  • Asset Tracking
  • Audit Management
  • Compliance Management
  • Configuration Management
  • Contract Management
  • Cost Tracking
  • Depreciation Management
  • IT Service Management
  • License Management
  • Maintenance Management
  • Procurement Management
  • Requisition Management

Product Reviews

Multi-task app makes you improve!

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Extremely
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Pros: Easy to setup, user friendly, multi-task

Overall: We started to use the SAMANAGE service recently in our company and so far I am really impressed with the fact that we can have many tasks done in just one application. It was too much time we were spending on having two or three different applications to keep track of our incidents, user requests or asset inventory and it was not even close to the much we can do now with Samanage having all those (and even more) features in just one place, pretty organized and detailed. This tool is a real time saver for me, not to mention the easy it is to setup and use.

CMI First Week Survey

Mar 22, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Extremely
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Pros: Online, low learning curve, plenty of deeper features for the future

Cons: Cannot do assignments to staff via email

Overall: After using Samanage for about a week, our team has been pretty happy with all of it's features. It has plenty of filters, different statuses per task, allows the flexibility of emails to take care of support requests. Additionally, it's easy to use for both service staff and our user base. Overall, we are pretty happy with the software.

Great System

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: Samanage is a great product and the implementation team is quite awesome. Plenty of documentation and videos that can guide you through the process as well.

We're using it to manage our support incident that were previously done through e-mails. The users were able to transition to using the Service Portal pretty easily. Looking forward to exploring additional features that it offers.

Samanage review

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: ease of use

Cons: the name is difficult to pronounce

Overall: We just got started using it and so far it is working well. Our users quickly adjusted to using it and it was a smooth transition.

Great platform for asset management and trouble ticket

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Flexibility

The "Sand Box" approach.

Support.

Cost effective

Cons: Printers are auto-populated, not based upon where the printer is installed from and shared from, but by every single shared instance of that printer. As a result, a single printer in an office of 200 users all sharing the same printer will show an inventory of 201 printers.

Software suites, like Autodesk "Building Design Suite Premium" are sold and licensed as a single unit, even though it is a collection of some 2 dozen programs and plugins. Samanage does not have the ability automatically, to track and manage this; it shows them as a bunch of separate programs. There is a way to cheat the system and make this work, but it is a manual step that requires a bit of work to setup and manage.

It's getting better, but the agents do not always refresh as quickly as I would like.

Overall: The pricing is based upon the number of users in our network that will be accessing the system, and the number of "Managers" running the system.

The salesman were very helpful in providing a great offer on the cost and have kept that pricing concept since we started.

As you are starting out with basically a "Blank Page" it can seem a little overwhelming at first setting everything up to get that final functional asset management and help desk system you envision. However, there are plenty of examples and their help & support is very responsive.

To me, this "Blank Page" is one of the positive aspects of the system. Basically, with some limitations, if I can imagine it, I can build it with what they have provided. This is true if you keep in mind what the original system was designed for in the first place. (The point here is simply: you would be surprised what kind of things people have asked the system to do... way beyond the scope of its design...)

It easily integrates with Active Directory (AD based on Windows 2003 is no longer supported as of this writing) and has a robust permissions setup, allowing you to allow and deny users any number of "Roles" that are pre-configured or that you create as needed.

The easy deployment of the agent combined with the cloud based setup allows the system to work well with users and machines working both in the corporate network, as well as outside of it in satellite offices.

The "Trouble Ticketing" interface can be customized and is easy to understand and navigate. Background elements include the ability to track tickets, warn administrators of tickets that have received no response, cluster common tickets to users and machines for trend and trouble tracking, and provides what I call "Live Response", where you can see who is looking at a specific ticket or item and see their notations instantly.

Probably the most impressive portion of the system is that part that most users will never see: The asset management system.

Once the agent has been installed and is communicating, the amount of information provided is overwhelming at first, and yet still organized and categorized. There is even a built in tool allowing the system to know when a computers warranty is up.

My reason for not giving 5 stars across the board:

The system sometimes has issues tracking software as the "Suite" it is licensed under. This is not necessarily and issue with this system as it is in how it is sold.

Sarah and Samanage

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Streamlined and very strait forward. User friendly and most importantly very productive for our team

Cons: Price can go down a bit

Overall: Sarah and implementation has done a great job in assisting with Samanage. This is a great product and a great team!

Recommendations to other buyers: Would like to see inventory depletion notifications on the asset side.

First look at Samanage help desk

Mar 22, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: I've only used Samanage for about a week now. So far the experience has been positive. It is fairly intuitive and a great tool to keep track of our help desk tickets.

Amazing IT management software

Mar 22, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The interface is fast and sleek, the asset management is also fast and mostly easy to use. The service portal request system is also a hugely fantastic feature.

Cons: Wish the site refreshed dynamically instead of statically. Also, I wish we had more control over the asset management system.

Overall: After using a few different Asset and Ticket management systems, Samanage ended up being our perfect fit. The interface is sleek and clean, the asset management while lacking a few features works brilliantly. The ticketing and service request portals are also very brilliant as well.

Recommendations to other buyers: Try it before you buy. There is a lot of stuff to samanage. So make sure it fits your workflow.

Samanage, a true ITSM game changer!

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Easy, simple, cloud based, very functional

Cons: A bit pricey for smaller organizations but pricing is still on-par with other Service Desk providers

Overall: Samanage has been a true game changer in my organization. Historically, our service desk was cumbersome, lacked functionality and really only routed tickets around, nothing more. When I first started shopping around for a new Service Desk, Samanage honestly looked to good to be true! Cloud based, built on ITIL principles, customer service feedback, built in asset inventory, knowledge base and a service catalog all in one place! Implementation was a breeze, being cloud based all of the heavy lifting is done by Samanage. All I had to do was configure it in a way to meet my organization's needs and we were ready to go live! Ticket flow and tracking is so easy in Samanage. The customer service feedback is also a very valuable tool for me to evaluate my staff on their performance. Inventory tracking allows us to keep up with who has what technology, all in one place. Overall, I explored a lot of service desk options and choosing Samanage was by far, the best choice I could have made. I look forward to continuing to use it to make my department more efficient and customer focused!

Service Desk with a Smile

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: Easy to configure and a support staff that readily available to assist with even mundane questions.

Cons: Automated change approvals, hopefully resolved with our feature request.

Overall: Moving from a much more well-known, and more expensive solution to Samanage has been a great experience over the past few months. We have lowered our licensing cost by almost 60% and now have a very active community behind our SD solution that allows for quality interaction with other service users.

Recommendations to other buyers: Use the community. Every issue we've run into I've been able to find someone else who already experienced our issue and had mitigation advice.

Great Help Desk Solution

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Customizable and clutter free helpdesk
Customizable Reports
Outstanding Support
Supportive Community

Cons: I dont have any particular weakness in order. As I have used it throughout the years I have become appreciative of how the interface is designed. Its clutter free and lets me do my work

Overall: As a member of IT in a hearth company, it is very important that I serve my internal customers in a timely manner and resolve any issues that they are having and Samanage has helped me do that due to their helpdesk solution. It offers great customization in what information I see on the helpdesk page and and thus I am able to prioritize tasks according to severity. I also like the report statistics and able to view my performance over a period of time. This helps improve on service quality.

Samanage support is very helpful and give an extremely fast response and are always very courteous

The MOST user friendly Helpdesk on the market today!

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Fresh
Easy
Simple
Great support
Powerful
Innovative
Constant updates

Cons: A few missing features that I know are to come in the future like more automation.

Overall: Samanage has one of the most intuitive helpdesks out there. It's easy and simple to navigate no matter what level of user you are. My favorite part is knowing that Samanage staff is constantly taking feedback and using that to grow their platform. Great team, great product, and great experience.

Recommendations to other buyers: You will love the customer service, so use them as much as you can to make sure Samanage fits well in the environment.

Samanage is Awesome!

Mar 22, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: It is easy to use and very powerful.

Cons: It finds most software licenses with the exception of Microsoft Office which ironically is the one most important to our organization.

Overall: Been with Samanage almost 2 years now and I'm not sure how we got by without it.
We will use it forever.

Recommendations to other buyers: Buy it and Use it.

Samanage Helpdesk Best!

Mar 21, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions

Cons: A lot of features but some seem unnecessary.

Overall: The most granular are where Samanage stands out from the crowd is in its Dashboard and the array of reports that it generates. Upon login, the Dashboard is where users are automatically placed. It provide users with immediate inside into what's going on across the organization.
Another feature I like in Samanage is its single sign-on functionality. Many of contenders failed to support this capability at all. Once users are signed on, they can be assigned different roles and groups depending upon what they need to do and what access level is required.
There's also something Samanage calls "risk detection." This isn't a security tool constantly searching for code holes or digital invaders, however. Rather, it's based on the data Samanage gathers as a helpdesk and asset management tool where it uses that information to keep track of best practices, expiring licenses, and similar information that might compromise your IT organization from a financial or contract perspective. We weren't able to test this feature, so be sure to evaluate yourself thoroughly before banking on it.
Samanage doesn't have everything a good help desk solution should have, but it does offer many features that are important to ITIL, including problem, incident, and change management. Samanage has a pleasing aesthetic, is fairly easy to use once you get used to it, and given its feature breadth you'll certainly find the right tool for the job somewhere in the suite.

Easy to implement and use IT Helpdesk system

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Helpdesk ticket automation

Overall: It was amazing experience ever since we go the product rolled out in our environment Right from inventory tracking to templates and grouping ticket as per the Project department wise made our life smooth.

Recommendations to other buyers: Yes

Outstanding!

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected.

Cons: It doesn't know how to make me coffee in the morning, but other than that, it's hard not to like something that makes your life easier.

Overall: We needed a solution, and we needed one fast. We had test driven many, but something didn't feel right. Two things made us choose Samanage. The software had every feature we were looking for, and the people were excellent. From the beginning, we were treated like VIP's. We were given professional courtesy, we were given kindness and flexibility, we were shown appreciation, and we were given everything we needed to stand up the ticketing system in our environment. The staff, made us all feel like we were part of their family and we can't thank them enough. The demos were terrific, the trial was awesome, the sale itself went smooth, the implementation was perfect (including the SSO option), the support was phenomenal and the Go-Live went off without a hitch. This was just one of the best end to end experiences I have ever had the pleasure of being a part of. The Samanage team are just a bunch of really cool professionals that truly care about their customers. Every call was a pleasure, and they taught us how everything worked. We have had nothing but excellent support, and we are happily enjoying all the features and functionality as we use it daily. I have personally thanked them over the phone, and in email messages, but I still can't thank them enough. We were on a hard deadline to get everything working in a very short time. The Samanage team delivered on time, and within budget. We couldn't be happier. Thank you, Samanage Team! You ROCK!!!!!! :)

Recommendations to other buyers: If you get to work with the Implementatin team, listen and learn. They have so much to offer, and so much to share. My only regret is that we had to go live. It was such a pleasure working with the Implementation Team, when it was time to go live , it was kind of sad. The team, and the resources were VERY helpful.

Excellent Customer Service and Expertise

Mar 20, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: The variety of uses for this software is relatively unlimited!

Cons: The fact that there is no way to upload a Google Drive document directly to a work ticket from within our network.

Overall: Each individual on Team Samange has provided extraordinary customer service during our implementation of Samanage. The expertise of each account rep and technician has been, by far, some of the best we've experienced. Team Samange knows their stuff!

Built for both sides

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Just the fact that they have a comprehensive front-end for help-seekers is good enough for me. But they also have a clean and responsive interface, an attentive staff, a bucket-load of fine-tuned settings, and integration with Jira.

Looks like it will be exactly what we need!

Mar 20, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: We have not actually used it yet, but I like the friendliness of the interface.

Cons: I am worried about getting our data converted into it.

Overall: We needed something to manage our work orders that would give us details about work done on devices. This fits our need!

Recommendations to other buyers: The customer support has been awesome!!!!

Great Software!

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Extremely
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Pros: It has workflow approval where it allows us to be more timely with setting up new users or getting them a new piece of equipment.

Cons: Doesn't include a patch management feature.

Overall: Very easy to use management portal and lots of great tools! My company compared this asset management package to all the other competitor software and we decided to purchase this one. Can't say enough good things about it!

Recommendations to other buyers: Extremely helpful sales and support team.

Great job Samanage

Mar 20, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Help is always available. The Samanage team helps when we have questions or need additional support. We love the tool and hope to use more of it's features in the future.

Samanage review

Mar 19, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Samanage agent to track assets, Jira integration for service desk

Cons: Reporting. We couldn't set up the reports any way we wanted so currently have to manually go in weekly/monthly to pull the data we want from lists instead. I wish we could customize the reports and set up the schedules to eliminate the manual steps.

Overall: Easy to configure and get set up. Love the agent on our computers so we get real-time insights on our assets. Everyone we've worked with at Samanage has been responsive and helpful. We started with the asset management, and now are about to expand to the service desk which looks like it has some awesome features we plan to utilize right away like workflows and Jira integration. Wish the reporting was more robust so we could automate any report we want, but we're still able to get at what we need through saved lists/searches.

Really Clean

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Practically no learning curve. I was able to jump in and work in minutes of getting an account.

Cons: It's not really the fault of the software, but large numbers of tickets can feel daunting and overwhelming, it could be helpful to have a grouping feature or personal to do list feature.

Overall: I was put on Samanage duty, and felt like I had a full grasp of the system's functionality within half an hour. Formal training took only minutes. I handle dozens of tickets per week, and the variety of designators that I have available to me really helps with organization and personal to-do-listing. That all being said, samanage doesn't really waste its time on useless functionalities - it has exactly what it needs to get client services done really well.

Simple yet amazing

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Still in the implementation process, but I'd have to say setting this up has been a lot easier than expected (also with the help of our awesome specialist). We've been using the ITSM with our own Infrastructure group, working with the escalations, the forms, etc. It's so straightforward, no coding necessary - it's all drag and drop. The interface is really easy to use and navigate through both on the back end side and the front facing side. Find it a little strange that the iOS app and the Android app have different interfaces (Android has the better one), but still have most of the same functionality.

Eric's Review

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: My experience was great! I like how it can integrate with JIRA. I also like the formatting and feel and ease of use of alot of the features.

Everything we need in a ticketing system

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Allows us to manage our hardware, employees, and move things to Jira as needed -- all from a robust ticketing system!

Overall Good System

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We chose SAMANAGE as our help desk solution. So far we are happy. The interface is quick and intuitive.

They haven't said no to anything we've thrown at them

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use and loaded with features and customization.

Cons: Nothing so far.

Overall: We are currently in the process of implementing Samanage. Not only is the product itself amazing (and a million miles beyond what our current capabilities are), but the service has been spectacular. Their reps are available anytime you need them and are always helpful about answering all our questions and teaching us about the new features. So far it's been everything we could ask for and then some.

So far - So Good

Mar 19, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We are in the OnBoarding stage of SAManage, but it is a significant upgrade from our existing platform. We are excited to move forward with it.

Ruth's Review

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Very easy to setup and configure and easy to learn how to use it.

Cons: Nothing that I can think of.

Overall: I love the ease of the product and the various functionalities it offers, all very relevant to my specific role in IT as well as role of users who are non IT oriented. It's quite intuitive to configure and setup, it has a good amount of usabilities and it's straight forward to train other people. I've implemented several ticketing systems previously and this one is by far the best.

Recommendations to other buyers: Just one that might only apply to my situation. When you receive an email confirming the ticket being opened we cannot remove from the email thread the verbiage: "Reply above this line to add a comment". We do not want people to reply to any tickets by email (we want them to go to the portal) so we would love to have the option to remove this line from automated email replies to users.

Product Revolutionizes Service Desk and Asset Management

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We are in the middle of implementing the Samanage Service Desk and Asset Management product. The implementation support team is incredibly responsive--answering our questions within a couple of hours (usually much less) of submitting them. The collaboration tools are awesome and have helped us get organized. And the products are easy to use! Even for newbies!

Great Product. Great Service

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Looks and functions great. Easy to use. Never any major issues or interruptions in service.

Cons: None

Overall: I have been using Samanage to support a district of 6,000 users, with no issues for 3 years now. It's simple, easy to customize, and functions great. I would recommend it to anyone looking for a Help Desk Solution.

Recommendations to other buyers: Keep up the great work.

A promising product

Mar 19, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Samanage is an up and coming new ITSM + ITAM platform. It is packed with important features like service desk, inventory, contracts/POs, risk analysis, single sign-on, etc. It provides a middle ground between ServiceNow Express and ServiceNow Enterprise. I hope Samanage continues improving its features so it can become an even more robust product.

new samanage implementation

Mar 19, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: support for workflows

Cons: price is a little salty, especially on the asset management side

Overall: Overall pretty good - implementation team was great to work with - UI/UX makes sense - was using Spiceworks before & this is big improvement.

Samanage - Software

Mar 19, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We are in the beginning stages with Samanage, at this point Customer Support has been excellent and pleasure to work with. The program is for the most part easy to work with, and it gets easier the more we use it.

Great for our Asset tracking!

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Ease of use.

Cons: None yet.

Overall: I have been using Samanage for almost a year now. It was really easy to learn and I find new useful features all of the time. We primarily use it for our hardware inventory and it does much more than that. I highly recommend this product!

Recommendations to other buyers: Not at this time.

xG Health Review

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Simple GUI and ability to pull reports.

Cons: No ability to mass import/update assets that I have seen.

Overall: We do not use all of the capabilities of Samanage, but what we do use for asset tracking does work exceedingly well. Jira integration is something that we have looked at, but have not utilized.

Looks like it will be very helpful!

Mar 19, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: After meeting with a number of companies in this space it became clear to us that Samanage was our best option. Presently we are at the very beginning of our Samanage experience. So far we are very happy with the quality of the product and the support provided in order to tailor it to our needs. We are looking to use this product in a slightly different way so customer support at this stage is paramount. We are pleased with Samanage's responsiveness and are very optimistic that their product will eventually well serve our needs.

Samanage is for you!

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use, customizable, knowledge base

Cons: A few features missing: change management approval automation

Overall: We recently purchased the Samanage product and have been very happy so far with the features and ease of use of the product! We have come across a few enhancements that would be nice to have, but we have found by using the customer support boards there are others that are thinking this way as well and I'm sure Samanage will take those into consideration in future builds. The product is user friendly, customizable to your organization and has a great knowledge base feature.

Very intuitive and easy to use.

Mar 19, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I easily able to document the process for creating support tickets for our business users. And they have found it easy to use.

K12 Education

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of setup and user adaptation

Cons: Would like to have more automation features extended into Changes and Problems. Would also like more adaptability to the Knowledge Base when including attachments or html links

Overall: We have been working with Samanage a little over 5 months now and the implementation and experience has been excellent. Great Support structure and timely response against our questions. Product is very user friendly and was easily figured out to configure without the need of constant hand holding.

Great Value! Fantastic Piece of Software

Mar 19, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Cost and functionality

Cons: A few things we need aren't available yet - especially the need to merge user accounts or create 'alias' associations.

Overall: In the world of expensive helpdesk systems like LanDesk and ServiceNow - it is nice to see a fully functional ITIL compliant system that is easy to use - fully customizable and user friendly. I especially like the inventory feature - as well as the reporting.

Great Solution for a Complex Infrastructure

Mar 19, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: The Samanage product has been a great tool for an company with an infrastructure like ours. We are not just one company, we are many companies. Most Help Desk software applications cater to a standard one company setup. Samanage, although not specifically built for multi-company use, gives you the ability to customize the Departments and Locations so it's useful for our organization. When we hit a wall during setup, their customer service rep was there to help us get through it. It's what sets them apart from a lot of the other software companies.

Using Samanage at MLB Network

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Even though Samanage is geared for service desk and IT groups, we in the MLB Network media management group have been faced with an increasing volume of daily requests - upwards of 200/250 per day, and needed to get those jobs out of our email and into a much more organized system.

While we are still in the setup phase, we have already enjoyed the customization possible in Samanage, the customer service, and as much as anything else, the ease of use of the software.

So far so good...

Mar 19, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use
Customer support
overall functionality and features

Cons: So far we do not have any

Overall: We are just getting started in production with Samanage after doing extensive testing. So far everything has been very smooth and the support has been great. Coming from other helpdesk platforms in the past Samanage is very easy to use and navigate. It is able to provide us all the functionality we need to track incidents for multiple departments and is doing so at a great price point.

All the right moves in all the right places

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of implementation, use. Flexibility of asset and ticket management.

Cons: No network discovery. Implementation is via GPO and manual/pushed install, which is adequate.

Overall: From the initial sales call through the demo and implementation, service has been top notch. Handoffs between personnel were smooth, everyone was pleasant and honest about what they could and would do. Feature-wise, this was by far the easiest platform for us to implement and adopt- we did multiple other demos and surveys of the industry. Each time we looked at someone else, we felt Samanage simply did it better, easier, and faster.

Recommendations to other buyers: It just works. Every action is intuitive to figure out. Community forums are substantial and useful.

Great Product

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We are currently using Samanage within our company. The asset management is top notch. We left Service Pro due to its complexity inside the help desk program. We find that working inside of the helpdesk a lot more user friendly. Simple for my users that are placing tickets.

Love me some Samanage

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: This is the 2nd company which I've signed Samanage with... mainly because they've got an awesome product, team and well everything!

Great product

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The simplicity, asset management, API, and services.

Cons: Reports and customization

Overall: samanage has come a long ways since we first made the decision to switch. I would say that samanage genuinely listens to customer feedback and implements changes to their SaaS solution to improve the quality for everyone. I don't think you'll find a better product out there.

We <3 Samanage

Mar 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We recently changed our ticketing system to Samanage and love the capabilities this application allows for efficiency, communication, and tracking.

We love Samanage

Mar 19, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: feature set that meets our needs, ease of use, good visual presentation

Cons: Asset management features could be a bit more robust. Software metering would be nice for instance. And workflow creations could be more flexible.

Overall: Samanage meets our needs wonderfully. It is not as feature rich as some of the (much) more expensive titles out there but it has pretty much everything we need. And it is what we need most, a tool to effectively manage communications with our customers. And it is extremely easy to learn and use.

great way to manage requests

Nov 13, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: My company started using Samanage for IT requests. I like how I can submit IT requests through this ticketing system and the response time is fairly quick. I would like to use Samanage to manage/track contract review requests for my department.

Great compnay

Oct 24, 2016
5/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I love how user fiendly this company is and how it makes it very easy for me and my company to use.

Crystalrun review

Oct 17, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: ease of setup and use

Cons: Reporting

Overall: I have been using samanage for over a year now. It has been very stable and we are starting to explore all the functionality needed.

Corporate Samanage review

Oct 09, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: We have Samanage but my experience is mostly from the user and an admin of Salesforce so I don't have as much administration experience for Samanage, but rather as the user in that case. It is also new, and I have become to like it more.

Making life much easier!

Oct 08, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: easy to implement and great support staff

Cons: Some of the nomenclature doesn't make sense with what we do such as the term "incident" for a new work order, but since it is internal we don't mind too much.

Overall: We worked with Samanage to create a work order platform for our marketing department. They were easy to work with and helped to customize everything to our needs. This platform revolutionized the way we manage work orders for all sorts of marketing collateral requests and has made our lives a whole lot easier!

Recommendations to other buyers: Great support staff!

Sammanage Review

Oct 07, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use.

Cons: Cost

Overall: I think think this is an easy to use app., that anyone would be able to utilize. It would be an easy app for any organization to implement and use.

Great for incident logging and more

Jul 15, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: reporting and visibility of peaks in resource requirement

Cons: we had to have 2 separate instances as one is for internal staff and the other is for external customers with different categories required.

Overall: Samanage has been easy to implement, even with a team that really didn't want to use such a system. They much preferred bits of paper and no knowledge sharing, but that has all changed now.

Recommendations to other buyers: get a champion to help engage users

Clean Interface

Jul 14, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: GUI is clean.

Cons: Haven't found any as of yet.

Overall: I did a few guided walk through guides of this software and its very clean and easy to use. That comes from someone who has used and tested lots of software. I really like this software as the desktop is not too cluttered. The admin side is also quite slick and again very clean.

Recommendations to other buyers: They need guided walk through guides to give the users a bit more to get them started.

Help Desk software

Apr 21, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We've been using Samanage for the past 9 months or so and it has been great! They gave us great pricing compared to some other companies. The support is good. They answer your emails and questions quickly and will help you if you are having a hard time figuring something out.

One of the hardest things to understand is the Roles and how to order the rights in those roles. Some trial & error in this part for us.

Overall, we are happy with this product and plan to use it again next year.

Using SAMANAGE for help desk

Apr 18, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Very usefull tool based on ITIL methodology.

Loved the Customizable User Setup...

Apr 16, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: This software was installed to support a new financial software implementation 'help desk'. We are a county office of education and serve 20 school districts. We customized the Samanage software 'help desk' to mirror our new software modules to provide support to our school districts. Districts then send tickets and requests for help through Samanage and our teams research and respond to their questions. It has been very useful and easy to use. We have been very pleased with the results so far.

We are excited to learn about other features in the software that we have not yet deployed and have a Webinar set up with our support at Samanage to do so!

Great software, easy to use.

Apr 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Staff is very helpful and easy to work with.
Software is very self explanatory and reports are user friendly.

Has a very user friendly interface and very resourceful

Apr 16, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: PROS
1. Efficient support team
2. User friendly interface
3. Has very important features

CONS
1. Maps not capturing the correct location of devices

Just started, working great.

Apr 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Our organization started with samanage last week, everything is working great. We got good buy-in from our user community because the service portal is easy to use. Initial setup was straightforward and quick. Seems to be intuitive from a user and admin perspective. Already getting good feedback.

Perfect balance of functionality and flexibility

Apr 16, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: SAMANAGE is easy to implement, manage and use - making it the ideal choice for our small IT team here at Holland College. The total number of incidents recorded has actually increased significantly because SAMANAGE is so easy to use that customers and technical staff are using the application much more consistently. That being said, there is enormous functionality and flexibility with SAMANAGE. With their continual product evolution, we will never be "finished" with our implementation. The integrated asset management is also a real time saver and a very worthwhile option.

New Ticketing

Apr 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros
With ldap integration easy to logon
Easy to deploy
Easy setup
Great support
Custom fields

Cons
Limit visual design such as if i want a custom field on the left.
Some fields are not able to change label name

Slam Dunk!

Apr 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The power points in using a hosted solution are functionality, speed, intuitiveness, reliability, and cost effectiveness. Samanage has succeeded in all these areas. Long live companies that work hard to get it right.

Excellent

Apr 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samanage has effectively altered the protocol and process we execute on a daily basis in out IT department. The product is always evolving, and changes are simple to request.

The most helpful tool I use every day, all day

Apr 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: This tool is a one stop shop for all our assets and helpdesk tickets. This is the first tool I login to first thing in the morning.

I even have the app for my phone which is very handy, except the notifications which can use improvement. Im sure they are working on this as we speak, because customer support is very responsive to any request I make.

Samanage Scores!

Apr 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samanage delivers a solid solution that is easy to use and is failry intuitive.

We use Samange internally within a group of companies , perfect solution for IT/MIS performance

Apr 16, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Pros:
> Measures the performance of the team
> Gives management good and insight of support and it's effectiveness
> I consider it Decision Support System- DSS for my work
> it is Support manager dashboard

Cons:
> Some limitation - expiry licenses alert.

Simple and Elegant

Apr 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have been using SAManage for almost 3 years now. The product has grown a little and the improvements are fairly useful. We find that not all of the features fit our needs, and at times the software is more comprehensive than what we can ask for. The real plus to SAManage is the utilization of newer web technologies, the SaaS nature, and the ease of use. The product is easy to use in both the back-end as an administrator, and in the front-end portal as and end-user.

Support is friendly and helpful and the built in intercom chat is a handy feature. I have found one or two bugs over the last three years and they have all been resolved by submitting a ticket and reporting the bug to the team or via the community. A few feature requests we made have also been added, and it seems the new features are largely community-driven.

The community is excellent. I don't participate as much as I'd hope, but the forums are active with SAManage discussion, feature requests, and more.

SAManage has experienced one or two service disruptions since we started, but they were only for an hour or two at very most, and often times they're not even noticeable.

My biggest gripe with SAManage is the lack of native Single Sign-On support. However, SAManage integrates excellently with OneLogin, which has also improved over time and works really well once configured.

I recommend SAManage to any team that needs a simple, forward-thinking product to leverage basic asset management and ticketing.

Very easy to use a follow up with clients

Apr 16, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: PROS :

Easy to use
Great follow up tools
Great inventory tracking

CONS :
Problem to refresh new tickets sometimes in Edge

Inventory Savior

Apr 16, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: After using a free product for inventory management for years our institution came to the conclusion that we were spending more in maintenance, time, and energy than we should have been. We are in the throws of doing a fresh hardware audit and moving to samanage at the same time. The interface is simple and fluid. Training new users on it has been just as simple.

One Stop Shop for all IT Operations

Apr 16, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: PROS : Innovative ; always updating new features, Easy to use, useful reporting capabilities; able to analyse trends on my network. Love the asset management discovery feature which pre-empts any risks on my network.

CONS: Can improve on the Solutions knowledgebase user interface. Still awaiting for the phone app for the solution....

Easy to use and implement

Apr 16, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have recently taken the full product and in less than a month had the full asset management system running and collecting data, The ease of use and simple intuitive screens made implementation and user training very quick and pain free.

Great product!

Apr 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We really like to use Samanage. The interface is very easy to use and customizible.
Very user friendly and the reports give the right information to manage my department.
One little point of improvement will be the use of languages. Lets say the translations are a bit funny.

We have only just started using this product but it has been great so far!

Apr 16, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Customer service has been excellent and it has been adopted well by all staff

Samanage was the answer to our IT asset inventory and contract management needs

Apr 15, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samanage has been instrumental in organizing our IT asset inventory and reducing company liability by giving us total visibility into our environment.

Realizing we needed a solid Asset Management system, we were looking for a solution that:
- Is cloud based so the information is available from anywhere and there is no server to manage
- Integrated with our Help Desk
- Integrates with our Active Directory
- Managed Contracts to make sure we are on-top of renewals.
- Easily generate Hardware/Software Reports for management to make purchasing decisions.
- Quickly and confidently generate True-Up reports for our Microsoft EA.

Samanage checked all the boxes and has become a foundational service for our group.

Their customer support is top-notch. I also appreciate the way they are continually trying to find ways to expand the product to improve support and communication for all groups (HR, Accounting, Marketing, Facilities) not just IT Departments.

Great product that is easy to use and performs its functions well.

Apr 15, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We needed an IT Change control system, but were able to use Samange as a full fledged service desk to incorporate our asset tracking, incident/service desk activities, change control and more. This is a very versatile product that can provide great benefits to your company.

HR loves Samanage

Apr 15, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: Samanage was launched with us several months ago and it has made such a difference in our process. This product is very user friendly.

Samanage has enhanced our ability to process employees through various changes with the appropriate identified internal stakeholders being active in the change.

We love it and it is working very well for us!

4 Stars!

Apr 15, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Samanage has been an incredibly helpful tool for managing multi-step work flows which involve several departments.

Some of these processes involve upwards of 20 different individuals, and trying to figure out who had done what when without missing steps or duplicating work (using e-mail, word of mouth and phone tag) was, candidly, a time-consuming, error-prone mess in comparison.
It would, however, be nice to be able to change info within tickets after they're placed, as some of the information can change after the ticket is submitted.

Thank you Samanage, and thank you to our fantastic Project Manager, Hermien Dugan, for managing the samanaging! You are both rock stars on the level of Jimmie Page or Freddie Mercury.

SaManage changed the approach of our company when it comes to support in a positive way

Apr 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Before we had a terrible experience when it came to user support and we had to receive calls right, left and center. Then we thought of going ITIL and the best way was to look around for a service provider who had a tested service desk system that was built on ITIL concept and SaManage came out as the best for us. Since we started using the same, life in the Internal IT Department has been so easy and organized. Our end users really appreciate the fact that they are informed on each and every step from the time they raise a request/incident through to assigning and resolution until the time of closure and the system sends a survey to rate our service. This has assisted us improve on service delivery. We would always recommend saManage to any client who is struggling with support calls. It will change their lives to the positive and make their work easy. Also support from the SaManage team is on point.

Our situation is unique and the company works with us. We are still building out and love it so far!

Apr 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Great support! Great price! Good resources and forums. I can learn how to do whatever we need just by asking support or doing a search in Community. I'd like the forms to be available throughout the modules, not just in Service Catalog. We have processes related to incident types. I'd also like a way to create recurring maintenance or security tasks. Otherwise, the overall product suits our needs.

I think the software is Awesome

Apr 15, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: I wish there was a quick link to the tasks. I have to open a second window to see task and tickets at the same time.

Great Product, Easy to use and manage.

Apr 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: It's easy to use, to build out forms, to manage and connect users.

Happy so far

Apr 15, 2016
3/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have not finished the implementation yet, but the support we have received has been excellent. Samanage is very easy to use, but has limitations. We are moving from a home grown system which is extremely limited, but was made for the way we work. I think the challenge has been changing our processes and working around some of the product limitations.

Light use...Just changes/tasks and tickets

Apr 15, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: It's not bad, but filtering/reporting can be a little more intuitive. Ability to create additional tasks in a workflow to assign out respective parts of a ticket would be nice.

Minuteman Health - Samanage Review

Apr 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samange is by far my favorite tool in my IT toolbox! The ability to track assets easily, the automatic warranty reference tool in which Samanage looks at the device's serial number and notifies you know if it's still under warranty, and the easy ticketing agent all make this platform superior to the rest. Best of all, as a health insurance company, HIPAA compliance is at the forefront of our concerns. With both Samanage and their servers being HIPAA compliant, this was the only company in its class to meet both requirements. The competitors typically offer AWS HIPAA compliant servers, but the company themselves are not.

Additionally, Samanage's customer service team is amazing. From the live chat, to email and phone support, this team of dedicated professionals always knows what I'm referring to, even when I don't! Without Samanage, our company's IT infrastructure would be in the dark ages. The money you spend to integrate Samanage will be the best money your IT department has ever spend, period.

Great ITSM Software, plus many other great features.

Apr 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Great as backbone for your support platform and ticketing system, including Problems ¿ Change Management capabilities and Solutions Knowledge Base & Service Catalog modules.

Good software with great potential

Apr 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros: Very easy software to use and customizable. The developers listen to you and try to work hard to get your requests into play

Cons: Development can be slow going. It's not as customizable as alternatives, but they are making a solid effort.

(S)uper (A)wesome (MANAGE)ment of your service desk

Apr 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: ok, so the title of the review is somewhat lame, but the samanage product is top notch. We signed up for a short trial as part of a multi-product "bake-off" that included some of the service desk industry's premier players, and after choosing Samanage we have not regretted it for a moment. The setup was simple, integration with Active Directory was a snap, and the adoption by the IT staff has been both fast and widespread.

Zapier integration is something that we are just now experimenting with but it holds immense promise. Our next step is to onboard other service organizations within the company so that we are using a single platform with a comprehensive service portal for our user community.

Samanage streamlines our helpdesk operations

Apr 15, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samanage is not the "geekiest" helpdesk tool out there but that is not what we needed. We needed a tool that helped us communicate better with our customers and amongst ourselves end enabled us to move all communications out of email and into a helpdesk tool. And we needed a tool that helped us manage and meet customer expectations easily.

Samanage has met all o these needs exceedingly well. We are very happy with this tool.

Samanage is also backed up with great support.

Samanage experience

Apr 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have just begun using Samanage over the past few months. First impressions are that it is an excellent product and does exactly what it says on the tin. Very easy to set up and comes with a host of features all relevant for managing a busy service desk. We also deployed asset management and can see the benefits of having a detailed inventory already. The end user experience has also been very positive especially being able to communicate via email and have all communications centralised on the service desk. There are a hosts of reports and we hope to start running these. I have also found the online support and various support groups excellent and most issues have been resolved within minutes.

We love the setup of the program and are enjoying all the extra features...

Apr 15, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: From the minute we contacted Samanage help/ support centre to enquire about the helpdesk and all its facilities, we have been treated with the upmost care and have experience a friendly and helpful sales team. Our interaction with the Samanage help desk and its team has been extremely professional and prompt.
Keeping us informed every step of the way. They were accommodating when it came to the financial aspect and helped us achieve our customer care level of service, that we give our own clients through a well structure user friendly helpdesk platform.
We love the setup of the program and are enjoying all the extra features, such as pulling reports for our customers and adding users with their assets.
Samanage is definitely the way to go, when choosing the right helpdesk.

Great product and support!

Apr 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have only been using the Samanage product for a short time but already it is delivering huge benefits. Implementation was very straightforward and we were up and running in no time at all. For the first time we have an up-to-date asset list and can link incidents to assets directly. This product is streets ahead of other Helpdesk applications in its usability and reporting capabilities. I thoroughly recommend the Samanage product suite and support service.

Amazing product, amazing support

Apr 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: On theory Samanage is like every ohter ITSM Solution, until you try them and find out that they are like no other solution and I mean that.
I did a research for 3 months with a specific requirements and the only solution that was close was Samanage and when I say "requirements" I mean things that every one of us need in order to have a good IT support and customer service - custom templates, workflow, reports etc.

Great so far!

Apr 15, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I recently started my partnership with Samanage and have been very pleased. The customer service has been especially excellent. The chat function works well for quick questions. There are some things that could be improved, like customization of the Self-Service portal. But Samanage's strengths in other areas is why we went with them in the end. And they seem to be constantly improving. Great product so far!

This great product has revolutionized how we manage IT at the UW School of Dentistry

Apr 14, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Asset management and tracking, ticketing, change control and compliance. Samanage has helped us do a better job of all of this. We love the fact that it is ITIL based.

Great Management and Discovery Tool

Apr 14, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Very flexible management tool and easily deployed to CPU/network attached devices. Database tracks logins and software inventory. very minimal agent size has no effect on network performance. Highly recommend.

Excellent helpdesk management! #1 service

Apr 14, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have found that tracking our IT support calls is easy and accessible from anywhere. Management via web is great and basic mobile functions are sufficient for checking into open cases.

Our desktop asset management is also being updated via the samanage agent, this has been the perfect tool since most of our 200 systems are in different locations inside and outside our corporate VPN.

Pros
1. excellent interface, easy for new users to pickup
2. nice customization forms features, that work with lots of different workflows
3. nice simple mobile apps for android that just work!
4. excellent chat support, one of the best software support groups we have had to deal with
5. unlimited manual asset database
6. data export
7. api support for updating and adding data

Overall the product has been excellent, the 2 cons I have are

Cons
1. no ability to create rules on tickets
2. no customization on automated notifications
3. no windows 8/10 app support
4. report formats are limited

Saves Everyone's Time, Both IT and End User

Apr 14, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samanage has basically no learning curve and saves time for anyone who uses it regardless if they are in IT or an end user.

Outstanding tool for IT organizations

Apr 14, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We originally purchased Samanage as a tool to manage our IT inventory. Our Finance team latched onto the reporting features quickly, and it has now become an integral tool for managing fixed assets and their deployment lifecycle for our two groups - replacing a multiple spreadsheet solution.

Additionally, once we started using Samanage, we quickly discovered how well it would integrate into other parts of our group - change management, incident management, internal and external documentation, and most importantly, our end-user portal. While we still know we are only scratching the surface, we are definitely happy with our decision to go with Samanage.

Great product and service!

Apr 14, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: The interface is great to use, new features are being worked on consistently, and their support is second to none. Many options available to contact customer success agents or tech support directly.

The platform itself could benefit from a little more flexibility, but those changes are on the way. It's hard to complain when a company listens so closely to their customers and takes the feedback straight to the planning room.

Samanage has changed they way we do IT, for the better!

Apr 11, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros: Ease of setup, support, community support, end user experience, ease of use, changeability, customization.

No cons worth mentioning. I love it.

Great Ticketing System

Apr 11, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: This system is easy to use and versatile. Could use a few tweaks here and there, but I'm sure that will come with time. Would love to add a CC at anytime from anywhere. Now if we can just get everyone at our company to use it, they will find that they love it too.

Quickly implemented, great results

Apr 11, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We used to handle incidents via the shared mailbox. We had no insight in the amount of work the IT departement did on a daily basis.
After an interview and a quick tutorial the new servicedesk environment was up and running.

The IT departement could tunnel all the requests and issues through the system immediately and the management received a clear report on the workload, progress and risks.

great software and suited our needs for a fully functional helpdesk.

Apr 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: pros - ease of use for end user and support staff. superior technical support and pleasant company to work with.

Beats HelpStar by miles

Apr 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Easy to use
Rarely Issues
Easy to train people on

Easy to use help desk software.

Apr 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: So far, using Samanage has been a positive experience. I started out as a standard user using it for helpdesk software. It is very easy to use and so far there has been little to no downtime for the product. Being web-based is a plus. Now I am an administrator for Samanage at my organization and I have found that the product is very easy to configure. From managing users to categorizing our ticket system to our needs, it has been self intuitive. I jumped in with very little training and can navigate the settings area well. If there is something I don't know, I have been able to figure it out surfing with a couple clicks and never have had to contact support.

Samanage, the easier way to support your organization.

Apr 10, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: The software is easy to use and fairly intuitive. Searching is a breeze and allows the leveraging of existing resolutions and solutions (knowledge base) to enhance your support team's ability to resolve issues quickly. Samanage is significantly easier to use than our previous solution which encourages every incident to be logged in a timely manner. Any functionality issues that I have brought up in the forums have been discussed by Samanage devs and are typically addressed with patches very quickly. The customer service, on the rare occasion that I've needed it, has been fast, friendly and efficient. The only negatives that I can think of involve the Support Portal being bound to a specific template. While there aren't many options for appearance changes, what they have provided is more than enough to be completely functional.

Solid IT Service Desk

Apr 10, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros
- Easy to create tickets and record comments
- Embed pictures directly into the ticket
- Browse tickets by requester

Cons
- After update that allows for picture embed, nothing

Samanage simplified and expanded the feature set of our current Incident Management System

Apr 10, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samanage helped simplify our incident management, expand our feature set and ultimately helped us increase the capabilities of our customer support and information management on the support side.

We were really impressed with the import capabilities and admin capabilities provided right out of the gate. We were also impressed with the flexibility of the licensing and the willingness to help package exactly what we needed for our solution. One feature we have greatly benefited from is the Contract Management which helps us track the different contracts we hold with customers.

The Service Requests have also helped guide users into providing information for their requests, making our job easier when trying to facilitate the requests and needing certain information to do so.

We were not impressed with the limited capabilities of the Solutions portion of the application and this carries over to the Help Desk Portal which has no current way of organizing Solutions based on the customer or "Site", category, or any such other filters. There is only the option of displaying the solution Internally, which is good because in that view, we can create filters to organize and make sense out of the hundreds of Solutions we have created. But, we really wanted to improve the self help capabilities of the help desk portal we are provided but with the current way Solutions are shown on the portal, we can not use this feature to show customers common solutions to their problems.

Overall, Samanage has been a great asset to our support team but we are hoping to see some improvements this year when it comes to permissions for viewing Solutions and also organizing solutions on the Help Desk Portal in a manner similar to how the Service Requests are displayed. I should note that since this is a SaaS solution, we instantly see improvements and features being added and the community.samanage.com site is very active.

Lastly, I want to praise Samanage's help desk and engineering team which has been spot on with their support and solution delivery. We have helped to find a number of bugs and problems throughout our use and usually we will see these problems resolved within a week or less which is incredible turn around time for fixing minor issues in a software solution if you look at other companies and traditional on premise software.

Ticketing is easy to use and understand.

Apr 10, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: It has been quite easy to use. However, I would like to see the availability of different ticketing queues without having to use a filter. Another item I would like to see happen is when you update a ticket and you go out of it that it takes you back to where it is instead of going back to the top of the page.

I used the software to trouble shoot questions in our student information system.

Apr 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The software is working really well for our school district.

Easy Deployment. Responsive Support. Powerful Insights.

Apr 10, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We are a tech-heavy non-profit with a small IT footprint. We needed a solution that enabled us to quickly retool our ITSM process and Samanage fit the bill. Very happy so far.

Strong service desk software with a lot of potential

Apr 10, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Benefits:
1. Its easy to use and looks nice. Staff have required very little training, despite not having a centralized system.
2. Its pretty flexible. It's able to do about 90% of what we want it to do.
3. Support is active and engaged. Their community website has a lot of activity, both from others using the product as well as comments from Samanage's support.
4. Its actively developed. Recently Samanage unveiled their Labs feature, which allows areas to enable or disable new features to test out their functionality prior to implementation.
5. Reliability. Being a cloud service, you need it to be available and accessible. We've only had one minor outage during our time with Samange, and that was resolved quickly. They also provide great visibility into their uptime through a website, http://status.samanage.com

Problems:
1. Filtering. Filters for incidents need additional work to become more robust. Currently, each new filter type acts as an AND filter, while multiple of the same type of filter act as OR filters. In some cases, you can't achieve the type of filter required at all.
2. Reporting. While the built-in reporting looks nice and has some decent out-of-the-box reports, it's not at the level of sophistication most organizations really need to get their full value out of this product and the data it has. For instance, there is no query builder or ad-hoc reporting, so you're limited to what you see.
3. Groups and Roles. Groups are treated like individuals, so if you report on a group's incidents and one of the members in that group has an incident, you won't see it, which is challenging. Roles are pretty robust, but a person can only belong to one role. If you have exceptions for individuals, you basically need to create a special role for each one of those cases which won't scale for large organizations.
4. SLA's and automation. The current SLA implementation is restrictive and cumbersome. And that's pretty much the only way to provide any sort of automation to routing, closing, etc. for incidents.
5. Slow feature development. Samanage has done an excellent job of rolling out various features throughout the year. However, there are some long-standing feature requests that have been in development for years and executing on them has been slow.

While the above issues are a concern, I have faith they'll be addressed and result in a stronger product in the long run.

Awesome Service Desk and Asset Management Software

Apr 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I did a lot of research about Service Desks and asset management. I then stumbled upon Samanage and got to have a demo with Justin and another gentleman. My boss and I found that Samanage was easy to use and had quite a few options we enjoyed. I extremely like the ability to add remote programs like LogMeIn straight into Samanage.

Perfect System

Apr 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: This software was design perfectly. It is almost like it was custom built just for our company needs. I have tried a few others over the years and was not happy. I use to have to make workarounds to get other systems to fit. Not anymore!!

Overall pretty good with some deficiencies

Apr 10, 2016
4/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: Pros:
1. A nice layout, easy to use.
2. The agent gives a very detailed inventory of the PCs you have.
3. Very customizable.
4. Good portal for users to enter tickets.
5. Email updates that are sent about tickets are a lot better than they used to be.
Cons:
1. When you do a search it is impossible to sort the search by any method - date, alphabet, type.
2. The agent they provide to inventory PCs only comes as an .exe. We had to build our own .msi in order to push it out.
3. Can't enter UNC paths in a comment.
4. Unable to copy and paste images into a comment - has to be an attachment.

Easy to implement, easy to use.

Apr 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We've been using SAManage for two years and it's been really easy to get started.
It offers just the right sort of customization for IT and ease of use for the end-users. Especially the way you can implement your own flow and customize actions and approval has been a great help.

All in all, it's been one of the most problem-free implementations we've tried.

Support is non-existent and clunky. Interface good, but needs work.

Apr 10, 2016
3/5
Overall
4 / 5
Ease of Use
1 / 5
Customer Support

Comments: Samanage's software is the 5th HelpDesk software package I have used in my professional career of 20 years. It has some nice features, including the automated inventory for Windows workstations, and the ability to setup custom SLA's. But that is where the positive end.

Things I don't care for are outdated "help" articles in their support portal, written by their own staff, that are inaccurate, and wasted over two days of my time trying to implement something that I discovered didn't work, then when I flag their support, I get a brief apology. Support is terrible, if they cannot write and police their own articles for accuracy. I don't appreciate organizations that cause more work for organizations using their product.

The system does not allow for UNC paths to be set as links in the system. This prevents our organization from sending "clickable" link to help staff add printers, map drives, etc. Only hyperlinks that go to the web are able to be made clickable.

Searches are another headache. While it is nice that it searches across everything to yield results, you have no method to filter the results returned to a date range or the ability to sort the results by a certain field.

We also had to take their supplied agent (for automated inventory), and build our own MSI package for deployment. Unsure why they are not able to do this themselves, but it is frustrating.

No native iOS app is available, for the technicians to use, and using the HTML 5.0 interface is clunky and not very useful on iOS devices.

The software has a lot of potential, but still needs a lot of work.

Vendor Response

by Samanage on April 07, 2016

Hi Ryan - We're always looking for feedback and suggestions to help us stay agile and keep up to date with our customers. Our community is a great way to engage and find help, however we realize that as the software continues to change, some of the solutions within the community can get outdated. We're always working to update as we go! As your customer success manager, I'd like to apologize if the experience with our support team was challenging. Our goal is always to surpass your expectations. Our search and filtering functionality has seen some enhancements over the last months and once we connect, I'm happy to take you through some of the enhanced dynamic reporting functionality that comes with the updates. I will reach out to set up some time for us to speak. - Britt, 919-648-0785

I have worked with this software for over a year with help desk ticketing and inventory of products.

Apr 10, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: pros:
I do enjoy how the system is set up inventory wise. It set up in a way that you can easily make changes to inventory items without having to go into the actual item inventory selection.
cons:
Our supervisors and directs receive email notifications when a help desk ticket comes to them for approval in the system. Some of our directors do not approve or deny the ticket when they receive the notification, so they delete the notification, or it expires. Being able to go back in and resend the notification would be very helpful.

Great inventory control and issue tracker

Apr 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samanage was a great addition to our cloud software solutions. Their service folks made the transition for our staff super smooth and their ability to track all inventory information for each machine as made yearly budgeting and software licensing extremely easy.

Can't recommend Samanage enough to any IT department looking for better tracking.

Setup a Breeze and Customer Service/Support has been excellent

Apr 10, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We started with Samanage a few weeks ago, we are still getting setup, because we have a complicated setup needs. But support has been very helpful when we needed it, and the sales and start up staff has been very friendly and helpful.

So far almost everything has been intuitive and easy to configure to our complicated needs.

We like the software....it is broadly used on our campus and in several departments.

Apr 10, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments:
We are still hoping to get the inventory module up and working. We would like more flexibility with some of the features, such as re-ordering titles in the list of tickets, editing email responses, and allowing email notifications to group members for private comments.

Great system, easy to use and looks great

Apr 10, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros:
- easy to use and navigate, even for the clients
- looks much better than our old system
- good built in stats reporting tools
- weekly reports can be set it up to be mailed to you or other users
- wide range of filter options make it very easy to look for specific issue sets

Cons:
- can't change the column order on the ticket overview (unless I've missed something obvious)
- 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)

I Implemented it 2 yrs ago...

Apr 10, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: It's done the job pretty well. Light weight, easy to understand and we've been able to build a lot of new processes with it.

Largely good experience

Apr 10, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samanage has been easy to convert to, although a little different from the last ticket desk we used.

It's a game-changer.

Apr 10, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have only recently gone live and our end user's feedback so far has been extremely encouraging. The end-user portal with useful articles has been well received, and ease of use when raising incidents/service requests has been commented on positively.
From a Service Desk perspective, it's so easy for me to keep on top of the work load of my technicians, and allocate work accordingly, and the interface is so friendly.
We are now also able to provide Senior Managers with accurate reports, either scheduled (monthly) or ad-hoc at the touch of a button.
Customer Service has been excellent and we have had great support in setup.

Solid ITSM and ITAM solution in a SaaS model

Apr 10, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: Our company has been using SAmanage since 2011, first primarily as an ITAM system in which capacity it provides us with very good insight in our IT assets with minimal effort and investment. We gradually started using the ITSM capabilities which as easy to setup and use and allow us to provide great service to our users. Having the asset data available immediately when handling incidents is very powerful.

Experience has been very positive. Set up was very easy.

Apr 09, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros:
Very user friendly and easy to use, tool is very intuitive even for those who have not been trained! Modification or additions to Catalog items, Resolvers, and Categories, etc. are easily made.
Love the Samanage Community, tons of great feedback from other clients

Vendor is very responsive :) :) Best service I have received from a vendor in a long time.

Cons:
C-Sat Survey is not customizable
SLA's need to be more flexible

Excellent Incident handling and overall Support Flow

Apr 09, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Hi,

we recently became a customer of Samanage and we are extremely happy with the product.

The product covers all our needs from simple incident handling - all the way through to release stage. All our departments are very excited with the system and see 100% benefits of using it.

Currently we are going to phase out our own internal systems and use Samanage for all our processes. From the Support team to our QA team and our Developer team.

Our stress levels have been reduced considerably already and the system just makes you smile.

We are actually more of a Software company working towards Retail, Wholesale and Construction so we are not the conventional users which this system is intended for - but it works 100% for us as well.

So don't let the system scare you even if you are not in the IT Support Industry - it has great uses for any Support organization.

I was skeptical when I looked at it at first - but we talked with them over and over - we had small workshop sessions and they held our hand - and everything turned out great.

Comes highly recommended!

Samanage ITSM Excellence

Apr 09, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: We implemented this system only 6 months ago and have already doubled the workload we can handle and halved the time it takes us to achieve it. Samanage has worked with our niche requirements and added no end of benefits, I would recommend it for its simplistic design and constant new functionality!

Good product with the potential to be great

Apr 08, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We made the change to Samanage in December as the replacement for our help desk and inventory software. It offered us a better interface and the mobile app is helpful and saves us time. Once some of the planned additions and changes are made, it will go from good to great. The workflow option is another feature we are looking to implement in the coming weeks and think that it will simplify several of our processes.

The support staff at Samanage are awesome, they are always fast and helpful and usually respond to my questions in the matter of a couple of hours or less when I submit an email. I wish all support was as quick to reply as the Samanage tech staff is.

Our experience with Samanage has been great.

Apr 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Great product and great customer service.

Love the SAM!

Apr 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We kicked a lot of tires looking for a modern up to date helpdesk system and found it big time with Samanage. We use the hosted model and could not be happier with the performance and response time of the product. We use it extensively throughout our business now. Top rate customer support as well!!

Happy Samanage User

Apr 08, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Have been using Samanage for just over 1 month after evaluating it for about 3. So far we are very happy with the product and are excited to see the new advances planned for 2016.

Adequate

Apr 08, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: I have used many applications for managing inventory and have found this one is very easy to use for the most part. There are a few issues i myself have experienced but every time i contact support i always get an immediate response. For those of us that want it all of course there are ways to improve an already good program but compared to what is out there, they provide a very straight forward product.

samanage has proven to be an excellent solution for us.

Apr 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: As a non-for profit agency we were looking for a cost effective solution that did not require servers, maintenance and was customizable.
We have found Samanage to be very effective in providing a help desk and inventory management system for us. It has proven to be very customizable and reliable.
Being accessible from anywhere on any device has been extremely beneficial.
Extremely happy with this product and would highly recommend.

We have been using Samanage for about 6 months and are very happy with choosing them.

Apr 08, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: As a help desk/service desk and inventory management tool Samanage works great. We are also using it for facilities management and while it works, it could use more integration with our vendors with regard to POs and invoices.

Efficient

Apr 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros:
1)keeps ITIL Foundation fundamentals in check
2) Robust software
3) Great customer service
4) User friendly software

Great Product

Apr 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have been using this for almost 2 years now and still haven't been able to use all the built in functionality. It has many uses and is growing with us as we expand. The best part is the support we receive when needed.

Great support, interface, and product!

Apr 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Easy to use interface and ease of administration. Product works very well and has improved our efficiency and productivity. Would highly recommend this product!

Easy and Clean

Apr 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samanage is easy to set up, easy for my users to use, and makes tracking incidents and problems a snap. The automated workflows available in the service catalog have changed our organization dramatically, while the built-in inventory function has made asset management simple and useful.

Smooth!

Apr 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The implementation was as the title of this review: smooth. They handle a plan and guide to implement everything at the pace you need. They have a pretty good customer service so they are ready to help whenever you need.

The experience so far is very good, there are some things that I would like to have and still waiting for it, but that is something expectable from a product. From the top of my mind:

Pros
Very good customer service. They have email, chat and phone is necessary.
Assets Management
Your account executive follow you up regularly.
A pretty good API
Dashboard
Reports that can be saved and customize its filters.
SLA Management
Customer Satisfaction Surveys
Samanage Benchmarks are great!

Cons
Reports could be customizable.
API does not support getting backup files so you can't automate that process.
Time tracking is available within the ticket but sucks. It doesn't give the right visibility. The brigth side of this is that if you have Jira you can connect the two apps.
Customer Satisfaction Surveys could be based on NPS Score

Fantastic solution ¿ Excellent Support

Apr 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have been replacing a legacy Asset Management system with Samanage, and it¿s been painless.
The software itself is very intuitive, and when needed support is there either real time or within minutes not days.
When we couldn¿t get Samanage to do what we wanted to out of the box, we had them work with us using the API and have made our vision come to reality.
This is an excellent product with great people and service to back it up.
I can definitely recommend this product and company without reservation!

Samanage makes issue tracking easier

Apr 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: After an RFP and select demos, VG choose to use Samanage as our issue tracking system. Prior to Samanage we had no way to track an issue to completion as issues were sent via email, phone calls or hallways. Since we setup Samanage we are able to track everything to completion!! We continue to expand the groups that can work issues as they see the success that other groups are having.

I must say that the customer support both in the initial setup and any problems submitted has been superior to any other SW company I have ever worked with, and after 30 years in the computing business I have worked with a lot.

We are still building out our Service Catalog which is proving to be helpful in not missing a step in many of our processes.

I would highly recommend Samanage to anyone that is looking for an issue tracking system.

Great product, easy to use

Apr 04, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have been using samanage since 2012. We are very happy with your decision, many new features and updates have been added since then. It has helped us stay on stop of all our customers needs, system issues and keeping a history of those issues. We manage processes on many levels. From basic workstation upgrades to server upgrades and patch management cycles, all critical to our entire IT department.

great support

Apr 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: i've been using SAMANAGE for almost a year now.
with every issue or question that i had the SAMANAGE support team was avialable to me with fast and profesional service

Great product, friendly staff and great support

Apr 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have been impressed with the amount of features that exist in Samanage and the new features that get added over time.

We have been impressed with how many times they have listened to the users given features that everyone wants.

Samanage has a clean interface, connects to Google for auth very quickly and is easy to hook an SSL up.

The reporting is great and offers many templates.

The asset system is a great feature and offers seamless lookup to your warranty status on many brands of hardware and tracks the last used IP for staff that travel with laptops.

Anytime I've ever had problems, customer service was extremely quick and helpful

Apr 02, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Great product. I love that you can integrated things like LogMeIn and other outside programs. Customer support is extremely helpful whenever I have problems or can't figure something out. I'd definitely recommend this product to anybody looking for a service desk/asset management integration.

Almost everything you would need in an asset management and help-desk ticketing system

Apr 02, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Plenty of great features, fair price, good reporting. Would like to see more customizable reporting features and the ability to have forms be more customized.

End Users love it!

Apr 02, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The product has revolutionized our helpdesk and is much more fluid. Our ticket turnaround time has dropped and our end users love the portal! We are still working through the changes, releases and service catalog, but the Incidents section is top notch.

Working pretty well

Apr 02, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Well thought out, features always being added and an aggressive support team.

A force Mulitplier

Apr 01, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I love the product, and freely admit I haven't even unleashed everything it can do yet. What I can say, it's a great 'force multiplier' for small IT shops without a bunch of manpower or resources. Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.

Quick and easy SSO set up!

Apr 01, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We set up SAManage with SSO through Centrify. Quick, easy, and secure!
Nice to have plug and play solutions to connect our staff to the ticketing system.

Great ITSM & ITAM

Apr 01, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We used an open source product prior to going with Samanage. It is night-and-day better. Our team members like the web interface and we're constantly finding non-IT uses for the product.

We would like some extra customizations to be available, though. Also, we can't wait until the iOS and Android apps are released.

The uptime is excellent. Never any issues with accessing the system.

use it daily

Mar 31, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: great product- works good- low downtime

Samanage Smacks It out of the park!

Mar 28, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Very easy to use and scale to your needs. It allows for one office to use or globally across your organization with very little set-up time. Videos and training are top notch and completed in 1 hour. The price point is spot on for this SaaS. We just hit our 1,000th Incident in the first 3 months of getting it set up. We were off our old help desk within 2 days of starting Samanage. Make the move now, you won't regret it.

Love the asset management part

Mar 28, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We use Samanage mainly for asset management, and for that it is great!

Easy to setup and use

Mar 27, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Awesome product!

Super simple to setup and get running immediately.

Highly recommended!

Great inventory software for our business!

Mar 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We are in education and Samange makes it much easier to keep track of laptops. It has an agent that runs on Windows and macs. We don't have to keep track of everything. We just push the agent out via MDM and done. We are tracking system!!

Fast & confortable

Mar 27, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: It's a very intuitive software which puts you up and running in days. Sometime it lacks a little bit of customising. Still, the superb developing team and support service are continuously putting an ear to the community, so the product is an ever growing one.

Very satisfied to work with them.

So why did I choose Samanage?

Mar 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I work in IT healthcare. Back in December I was tasked with finding a IT service desk & asset management solution for my company. This needed to be rolled out by first quarter of 2016. I looked at eight possibly eleven other products!

So why did I choose Samanage?:
* I liked the feel of it.
* I liked the fact there are lots of How To videos on YouTube and support available.
* It¿s very quick and easy to get started using it!
* I love the asset integration and that it can pull warranty info ... that's huge!
* I liked the cost of it great bang for the buck.
* Support staff is quick to respond, personable, easy to talk to.
* The sales staff are knowledgeable, empathetic, and yet tenacious.
* No buyer¿s remorse! I reached out to the people in the testimonial videos. They still loved
Samanage after deployment

I love growing Samanage for my company. I have a lot of ideas for it!

Very good ITSM and ITAM. Easy to use and adoption has been quick

Mar 27, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Very good ITSM, we've been using it for nearly a year now. Much better than our previous version. ease of use is high. Support has been very helpful when we've had issues. SSO integration is very good (Okta and Azure AD).

User's department information wasn't auto-populated through the IDP (Okta) and there's been a bit of a struggle getting that information populated for each user. This has caused issues with reporting.

Good asset management

Mar 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We use Samanage for our AssetManagement. It is easy to do and gives quick results. The automatic upload of laptop info gave us a huge headstart.
For the Servicedesk part we had been using another tool for a long time, so I cannot rate that part (as of just yet)

Asset Management Made Easy

Mar 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Our experience with Samanage has been overwhelmingly positive. It has taken our asset management from hoping we knew what we had, to knowing for sure. With this software we've been able to eliminate a lot of hand-entered info, and with a building move on the horizon are confident that we know what assets we have, and where they are.

Samanage has single-handedly reinvented how we do asset management

Mar 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samanage has transformed how we go about asset management. Not only does the client based system collect all the relevant information regarding our estate, the greatest feature is it automatically connected to Dell and Apple to retrieve and display when warranty's are expiring so we can always stay proactive.

No Questions ITSM

Mar 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samanage, or "sammich" as we like to call it, has allowed us to confidently monitor the success of our support/operation function.
For end user support we have a full end-to-end life-cycle of tickets. This not only help us review what needs to be addressed/adjusted/praised, but also allows the user to go back and reference that ticket should he/she has that same question.
From an operations perspective, we can track if a service/device is becoming troublesome, promote those incidents to problems, and then take action through change management to ensure those issue are a thing of the past.
While it knocks the core of ITSM out of the park (incident/problem/change), the Service Catalog is by far the party piece of Samanage. You can use the Service Catalog to drive processes to ensure that a task is done quickly and properly. This has allowed us to streamline our onboarding and separation processes so that all tasks are completed; this also makes our auditors happy.
All this plus the constant stream of new features is why I rated Samanage 5 stars.

Great product...

Mar 27, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Love the product but would like more reporting ability incorporated into it. We are just starting to scratch the capability it has and leverage it more within our Enterprise.

Samanage = easy life

Mar 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pro = Samanage's software agent automatically report install software and reconciles it against software contracts and license. This feature alone allows us to tell Microsoft and their band of auditors to bug off as we can provide everything they need in a simple query.
Cons = We have to pay for it :)

Excellent Helpdesk Package

Mar 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: When our previous helpdesk system failed last year we were in need of a replacement. This software has helped us to gain the metrics and reporting we were looking for in a helpdesk system. We also coupled it with asset management which has allowed us to maintain records of our support renewals. Another great feature of the software would have to be the satisfaction surveys. It has helped us to gauge our teams performance and customer satisfaction. We couldn't be happier with Samanage as our helpdesk provider.

Good Cloud Based Asset Manager

Mar 27, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: Responsive team on support and sales, polite and helpful in all interactions. Clean design, works well for asset management on OSX and Windows.

Could use some better reporting functions and cleaner, less clunky methods for allowing multi-tiered access, however a good product overall : )

Clean, Cloud, Intuitive

Mar 24, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: We are in a transition from FootPrints to Samanage. We like the clean user interface of Samanage and the Contracts feature is very helpful for staying on top of our renewals/maintenance. Eagerly anticipating the iOS app and hoping for more customization of the end user Portal. We wanted something more simplified than FootPrints, and are learning that with simplification (and a cloud solution) we have to give up some abilities (mostly on the customization side). If IT tech adoption is strong and asset management (love the agent, looking forward to the new agent soon) continues to improve along with Contract management we should be successful with Samanage!

Very glad to have this for my work