Who Uses This Software?

Ideally suited for companies with 100+ employees looking to manage internal Help Desk / Service Desk operations and IT Asset Management in a unified, cloud-based ITSM solution.


Average Ratings

344 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 3 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 its life-cycle & improving your service quality. Includes risk detection & CMDB, works for both assets with an operating system (laptops, etc) and other physical assets, plus contracts, licenses, POs, warranties, & agreements. Samanage ITAM is part of a top-reviewed, fully integrated, ITIL-certified IT Service Desk. Never lose track of an asset again.


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

So far so good

Mar 31, 2017
4/5
Overall
4 / 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: Ease of use and ability to create and share your own knowledge base articles for reoccurring issues.

Cons: Initial Setup for SSO was a bit cumbersome due to lack of experience using in our case WSO2 carbon identity services.

Overall: Use of the product seems fairly straight forward. We have been using the application now for about a month. The ability to build your own knowledge base for your institution is nice and allows for custom instructions for your organizations needs. Customer service is great, We were the first customer to setup WSO2 Carbon for Single Sign on using SAML2 and it was a bit bumpy at first to get setup. I think that the support did the best but could have done a bit better of explaining what specifically they required. We eventually got it working and with no issues. The mobile app does not support the SAML2 authentication yet but was told they are working on this ability for their customers. So as the title indicates so far so good for the length of time for its use. I would recommend this product to others.

Recommendations to other buyers: Not much to say at this point we have just started fully using it.

A solid choice

Mar 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Samanage had all of the features our organization required. The implementation team has been great to work with.

Very great tool for small & medium scale business. Customer support is always good.!

Mar 30, 2017
5/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Easy interface for all the users.

Cons: limited featues, such as custom status fields for change, problem, & some reporting stuff.

Overall: Tool is very easy to use & navigate . Took very less time to understand right from day 1.
To be honest, the features & functionality are little limited comparatively than others. But at this price, this is great.!!

Recommendations to other buyers: custom development can be added, so that organisations can develop their own forms, reports, fields etc.

Very Convenient and User-Friendly

Mar 29, 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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Comments: Samanage has allowed for me to start working in my second week of training. The interface (UI) is user-friendly and easy to use. Thanks Samanage!

Smooth scheduling and interaction

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 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 use
- Intuitive
- Checking ticket/incident history

Cons: - Less is more, but it limits some of the features of updating tickets

Overall: This software interface is one of the easiest I have come across in my 12 years of dispatching tickets. It took no real training, very intuitive. I love having the categories page to fall back on in case a new category or subcategory is added. Feedback is simple for the end user which encourages users to provide feedback.

Samanage Review

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have been using the online service desk software Samanage for 3 months now and I must say this is more effective and simpler to use than the previous software I had been using.

Feedback for SAManage Tool

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Its worth using the tool for what its paid however the features is not user friendly for reportings etc.

More than we expected; Easier than we imagined

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Pushing the agents to the desktops was easy and logical. The QR codes are a bonus.

Cons: Nothing yet. We are migrating from a set of manual tasks and Samanage provides immediate access to data that would take a crew of technicians days to obtain.

Overall: We are in the last days of our trial period for Samanage and the decision has already been made ...we NEED this application. All the inventory tasks work as expected; Installing the agent, exporting reports and editing data are easy and logical. Highly recommended.

Recommendations to other buyers: It should be advertised more.

I'm a NOOB..

Mar 29, 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: Easy to use and administrate

Cons: difficult associateing SW Assets to tickets. Needed to create a Service Cat item for my Change needs.

Overall: I'm new to Samanage and my experience to date has been FANTASTIC. For the price it seems to be well worth it.

Samanage is Easy to use

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I just started using this tool. It was really easy to learn and easier to use. I was immediately impressed with the user interface.

Easy to use

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: Not
Likely
Extremely
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Pros: The ability to manage issues in a way that can be tracked.

Cons: The apparent issues setting up permissions.

Overall: I like the layout. It makes sense and is easy to use. Currently the only thing I would suggest to change is I don't like how when your mouse rolls over the top left menu and automatically opens it. I would rather just like to click on it when I need it. Sometimes it pops open when I don't need it to. Other than that, so far, so good! I don't know much about the back-end of things, but when adjusting users, I hear that you cannot delete an old account, so when we were making some changes there were a few bugs to work out. That's all for now!

Easy Navigation

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Great organization of the website.

Cons: Haven't really found any qualms about the software yet, but I don't see any issue.

Overall: This whole system is new to me as a new employee for my company, but I truly appreciate how easy it is to navigate the system. It's very organized and intuitive. Great product!

Excellent System - Got us up and running

Mar 29, 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
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Pros: Fast and easy to configure

Cons: Could use some more customization of tables and routing fields between records- but that's a pretty high-end request and Samanage does basic ticketing very well.

Overall: Samanage has been a huge help getting out IT environment off the ground. We need a simple, configurable system that we could quickly get into and start running tickets out of. Samanage has been excellent for this. I will always recommend this product to small IT organizations and organizations that need a fast and easy to implement solution. Their support team is fast and responsive, the support chat functionality in the tool is the best implementation of a chat tool I have seen in any product.

Great product!

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Comments: I love samanage, the product works great and I haven't had any issues with it. all and all I highly recommend.

Good, but could be better.

Mar 29, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: It serves it's purpose, but when navigating from page to page it often fails to load properly or the page doesnt render.

Samanage Is okay

Mar 29, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The ease of access

Cons: I haven't found an inventory section for new equipment that hasn't been deployed.

Overall: I like Samanage compared to our last Service Desk Software . I am really big on keeping my inventory up to date and I would really like a feature where I have total control on inputting data for new Equipment in stock. I haven't found it yet in the case there is some thing like this in Samanage. I also would like if it can update license keys for software installed on our PC's or Laptops. Other then the 2 request i really enjoy Samanage. I feel it is very user friendly and simple. It allows good comunication with our employees and I really like the one login feature. Overall rating for now is not bad.

Recommendations to other buyers: Can you add an inventory feature where I have total control on inputting data for new Equipment in stock. I haven't found it yet in the case there is some thing like this. I also would like if samanage can update license keys for software installed on our PC's or Laptops.

Great Service!

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use, Customization, appearance

Cons: Required fields not working, lack of options in mobile app

Overall: When on a computer it is very easy to use. Menus are easy to navigate and there are plenty of options in terms of customization. A few places that it is laking in are the mobile app, and required fields. The mobile app has very limited options and often doesn't allow me to login. We have multiple required fields that we want people to use, but somehow our clients get around not entering required information. Other than that, Samanage is a phenomenal product.

Recommendations to other buyers: Work on getting a better mobile app

great product

Mar 29, 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: its intuitive,simple display easy of use and general flow

Cons: none so far

Overall: I have found the system very easy to configure and display the info i need to see on a daily basis.

Perfect tool to deploy across Heldesk and Application Support

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Ease of Use
Various tools - Incidents / Problems / Changes / Service Catalogs

Cons: Reporting and Dashboards needs to be improved.

Overall: Pefefct tool to deploy across helpdesk and application support.
Once you get to know how the features work, you can utilize it for lot more than just incident tracking. The workflow for Service Catalog's is very apt for utilizing on cross section approvals.
It's bang for bucks tool and love it.
Would love to see more dashboards and reporting capacities.

easy to use.......

Mar 29, 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: Customisation, Very user friendly.

Cons: At the moment i haven't came across anything i don't like.

Overall: I have only been using Samanage for approximately 3 weeks. Its easy to use and very organised.
Very user friendly and has made huge impact on our service

Recommendations to other buyers: At the moment no.

Samanage saved out IT

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've used Samanage for 3 years. Without a doubt, Samanage brings technology, back to the IT world. So many times, we are investing in software for everyone else. Samanage is technology built for IT. Our user community loves using Samanage, making them feel apart of the problem / solution experience. The flexibility, ease of use and set up, make Samanage an excellent IT problem / solution tracking software.

Great software

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Just started using the samanage ticket system and so far so good. Easy to use and configure, has many powerful tools that i have not yet been able to use. Came from using connectwise in my previous job and this is much more easier to use and manage.

New Experience

Mar 29, 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
Likely

Pros: Easy to navigate through the different fields

Cons: Nothing just yet, still learning new things it's capable of doing.

Overall: I'm new to the program Samanage, but since I've been assigned to this task for my company to be a part of the team that will track our assets etc... I've been looking at the different functions and capabilities Samanage can do and I see where we can and will benefit greatly by using the Samanage program. I'm enjoying learning about the many ways the program can help our company. Thanks

Recommendations to other buyers: No, just keep up the good work.

My Samanage Impressions

Mar 29, 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: Allowing for customer reviews after ticket resolution, helps to improve customer service. Service catalogs make step by step processes easy to remember.

Cons: At first the UI was a little confusing. Yes the buttons specify a difference with new report and new incident, but because they are so close to each other if I'm not paying attention I will click the wrong one and be confused why what I wanted to happen isn't happening. This can be said for the delete incident/report buttons. I have had to remake a saved search query multiple times.

Overall: I came into my IT team after using a different ticketing system. The previous ticketing system I used was never reliable when it came to staying on top of tickets. Some would get buried in the pile that flooded in that day and forgotten. I love how with Samanage we have breach alerts to make sure that nothing slips through the cracks. It is a great tool when it comes to refining customer service.

Our greatest asset for managing our assets!

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Samanage has become the cornerstone of our company's IT department, allowing us to quickly and efficiently manage our assets and track issues across our environment. The integration with other services we already use (Slack, and LogMeIn Cloud) were some very nice extras. Highly recommended!

Very good service and very helpful with the setup

Mar 29, 2017
4/5
Overall
4 / 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: Easy to Setup and Manage
Load of functionality
Great API
Cost effective

Cons: Doesn't localization very well
Automation need to be improve but this is coming

Overall: The Samanage helpdesk is very good and does seem to cover all our requirements. The out of the box system is ready to use in a few minutes. There more than happy to help with the setup and the ongoing use of the software. The API provided is very intuitive and has allowed us to interface in to other system we use.
I would be happy to recommend Sam for the ease of use and functionary of the system.

Recommendations to other buyers: This is the feedback recived from one of our key users.. Simple to use, no issues Easy as sending an email and easier to keep track of requests

Review of Samanage

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Customer service has been very responsive and a pleasure to work with. The system was intuitive and easy to learn, but more importantly the embedded help tutorials assisted with more advanced functionality.

Easy to use, good support

Mar 29, 2017
4/5
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: Simple to implement and use, good support

Cons: Some additional workflow customization features would be helpful. One example is setting a default group of approvers for a change. We need to select them individually from a list every time a change is created.

Overall: We recently implemented Samanage and the experience has been good. The technicians find it simple to use and the support has been very fast and helpful. There are some features I would like to see added under change management to help streamline the workflow.

Easy to use and superbly clear to manage workloads.

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've only been using Samanage for a short time but found it to be an incredibly easy system to use.
Managing tickets is child's play with a clear to read interface that you can tweak to suit how you work and display only the information that you want to see on the dashboard.

Assigning tickets to other teams and queues, closing and resolving tickets and peeking at tickets without having to open them makes blowing through large queues a breeze.

Since moving to Samanage our ticket management has been made so much easier due to the Service Catalog being populated with our old forms so that tickets are filled in correctly by the end user reducing the time between tickets being created and closure since helpdesk analysts no longer need to go back and forth to the end user to get all the needed information.

It also has a very helpful user forum so that if you can't find a way to do something then there is more often than not another user who has a solution to do what you want.

On top of that, the developers frequently update the software in the background in response to user requests in the forum.

I look forward to using it a lot more in the future and finding new ways to use it to help improve my workflow.

A Good Entry Level ITSM Tool

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Simplicity of the interface
Full set of ITSM features
Easy setup and configuration
Training our staff was a breeze

Cons: Limited automation
Very few third party integrations "out of the box"
End User Portal isn't as functional as other solutions

Overall: I have used several ITSM solutions over the years, and Samage has been the easiest to use by far. While it isn't the most customizable solution, it hits the big features well and I have come to really appreciate it's simplicity. Being able to edit ticket details from the list view is a big differentiator and a huge time saver.

While I feel that Samanage isn't the best at doing everything for everybody, it does offer a pretty comprehensive feature set for organizations just getting started with implementing ITIL principles.

Samanage has made learning a new job much easier than I thought.

Mar 29, 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
Likely

Pros: Easy work order system, simple organization using filters, customer satisfaction analytics.

Cons: Can't use messaging to contact others in organization.

Overall: I just started my job working with Samanage 2 months ago and the simplicity and design of the program (as well as the mobile App) have made the transition smoother than I could have imagined. This program is easy to use and makes assigning and completing work orders much more efficient in an office of 6 people. The inventory system works well too. Having no experience working with any other inventory/work order system I can't even think of anything more I could ask for.

New Customer to Samanage- Great Product

Mar 29, 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: ease of use and support from the Samanage team

Cons: setting security access was a little different for our organization, but we identified workarounds with the help of Samange's Implementation team.

Overall: We recently implemented Samanage for my organization and it has been a tremendous help in identifying inquiries and tracking volume that comes into my HR Support Team. The implementation was very easy and the staff has been very helpful and supportive pre and post implementation

Recommendations to other buyers: great product!

Samanage Review

Mar 29, 2017
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: It's easy to use and accurate.

Cons: Issue that is hopefully being resolved with IE

Overall: I am using Samanage for asset management. I find it very easy to use. I love that it has a client that is pushed out and then the computers interact with Samanage. I had a small issue with Samanage not working with IE but they are currently working on this issue.

Lots of features and easy to use but slow

Mar 29, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: All the one stop shop features.

Cons: Slow speed. It takes a long while to move from one page to another. Its not that I am in patient its just in a fast pace environment it really adds up in terms of turn around time to resolve issues.

Overall: I've an overall good experience with Samanage. It has all the features you want in an IT department however it performs slow and has a few mystery issues we can explain. Like not all machine showing up on the inventory list and user account deactivation. There's room for improvement but it is better then most that you will find out the market today.

Recommendations to other buyers: Please keep end user time and experience in mind when developing your product.

Great Program

Mar 29, 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 new to this program. Was slow starting at first, but once you get the hang of it, is very useful.

Excellent software

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've been using this software for a few months and I'm really impressed by the about of options it provides to manage our day to day operations.

Great Product

Mar 29, 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: none so far

Overall: This product is everything they sell you on and more. The customer support is very fast and reliable. The implementation was fast and easy. The way the system is set up anyone can make easy configuration changes. I would recommend this to any company.

Recommendations to other buyers: very robust

Very Easy to Use

Mar 29, 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: How much you can customize it and how straight forward it is to use. Even for people who are not tech savvy at all.

Cons: The service level agreement portion was rather confusing and sort of difficult to set up.

Overall: Samanage is nice because it is very easy to use and there are so many features that you can customize. The price is very fair for everything that you are able to do with it. End-users appreciate how easy it is to use as well.

I needed help on a couple things when setting it up and I was able to get a hold of customer support very easily and they stayed in contact with me throughout the set up process which was nice.

Overall my experiences so far with Samanage are great with a nice price.

Recommendations to other buyers: N/A

Great tool for Support team

Mar 29, 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 use Samange for our Support team. Really happy with it and so are our customers. Good reporting internally and to our customers. Easy to use interface, so all is great. We've tried several other products but Samange stood out.

Recommendations to other buyers: Selected by our head of department

Easy to use ITSM Tool

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Incident management; problem management; ITIL alignment; configuration items

Cons: Contracts section should be able attach software to a configuration items; asset management should separate out equipment types like servers, networking equipment, monitors, desk phones, etc.

Overall: Samanage has given me the ability to align more closely to ITIL best practices. The help desk portion of the software allows for attaching configuration items which enables tracking for multiple incidents. In addition, the problem management part of the software works great with attaching multiple incidents to the problem and defining the RCA, work around, solutions, etc. One feature I would like to see is if they separated out more types of assets such as monitors, desk phones, networking equipment, servers, etc. instead of having to put them in the generic container "Other Assets."

Great Ticket Management Sysystem

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've used several ticketing systems before and this one is great. Its very intuitive. The colors are very helpful.

Great Project + Great Community

Mar 29, 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: All the tools can be manipulated to fit the need of the company/organization. Samanage also provide a ridiculously fast customer service through the chat box. I really like the forum too (gotten updates from the backend design team).

Overall: Samanage is indispensable to our IT desk service at Columbia University. It provides all the tools we need to ensure a prompt and reliable service to the SPS community. 10/10!

IT Service Desk Review

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of Use, Ui interface is clean.

Cons: Lacks Granularity at the custom reporting level. Workflow automation could use some work.

Overall: As a Manager new to samanage but not new to IT support, I'm well versed in many different tracking and ticketing systems. Within my first week of using Samanage I was able to create custom reports, adjust my dashboards, and get a overall view of my new teams performance with little to no training or questions. While Samanage lacks granularity at some report levels, it definitely makes up for it in ease of use and setup. I highly recommend it for smaller teams who need tracking at a macro level.

Good ticketing tool for SMB

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use

Cons: Some limitation in some feature (such as approval)

Overall: Overall, Samanage is a good IT service desk tool for Small/Medium business. All the basics function are present and workaround can be found to answer most of your need. Reporting capability are a bit weak and approval workflow management should be improved but beside that, the interface is easy enough to use.
Categorization management needs to be extended too
The customer support is pretty efficient.Chat support is great and reactive.
Overall, this tool does the job and you don t spend endless hours to look for what you need.

Recommendations to other buyers: Allow more dynamic administration - being able to change an incident into a request or modify approval flow once the ticket is created.

Smooth and Silk

Mar 29, 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: Smoothness

Cons: Least to figure out

Overall: I have been using Samanage since past 2 months and my experience using it is as smooth as an Ocean Tide. Really easy and user friendly interface. Cheers :)

Recommendations to other buyers: Not for now

Outstanding

Mar 29, 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: I like the freedom to customize tickets to serve our company needs.
Easy to use on mobile phones.
Easy to use anywhere including home/work machines.
Ability to comment and have customers comment.

Cons: Nothing at the moment.

Overall: Our IT Department recently made the switch to Samanage and we have nothing but positive things to say about it. We really enjoy that it is mobile friendly and that we can access it anywhere even when not on our network. It is very easy to use and to customize to our customers and our liking.

We would highly recommend Samanage to other companies and IT departments.

Recommendations to other buyers: Nope.

Excellent experience overall

Mar 29, 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: The ease of use and fluidity of how everything works.

Cons: I've not found anything that I don't like so far!

Overall: An amazing service is offered and the support is amazing. The live chat function is so useful to quickly ask a question. Samanage were extremely helpful throughout the whole process of setting it up. Definitely better than our previous helpdesk solution.

Samanage is a great tool

Mar 27, 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. It incorporates assets in with the incidents. As well as problem and change management.

Cons: I wish we could prompt for asset number for each incident as well as the phone for the Requester as some of our requesters are not at any one number.

Overall: I found Samanage very easy to understand. When I did run into problems, support was always right there helping out. It was a great experience.

Multi-task app makes you improve!

Mar 23, 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 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 23, 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
Likely
Extremely
Likely

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 23, 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

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 23, 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 23, 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: 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 23, 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: 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 23, 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 23, 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 23, 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, 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 23, 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 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 23, 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: 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 23, 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: 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 23, 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
Likely

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 22, 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
Likely
Extremely
Likely

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 21, 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: 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 21, 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, 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 21, 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
Likely

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 21, 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 21, 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
Likely

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 21, 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: 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 21, 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 20, 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
Likely

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 20, 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: 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 20, 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 20, 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 20, 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 20, 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 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
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 20, 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 20, 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
Likely

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 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
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 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
Likely

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 20, 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 20, 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
Likely

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 20, 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 20, 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
Likely

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 20, 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 20, 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 20, 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 20, 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 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
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 20, 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 20, 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 20, 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 20, 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 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
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 20, 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 20, 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 20, 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 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
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 20, 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 10, 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 07, 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 07, 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 06, 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 04, 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 04, 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 12, 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 11, 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 18, 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 15, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 13, 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 12, 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 12, 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 12, 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 12, 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 12, 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 12, 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 12, 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 12, 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 12, 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 12, 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 12, 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 12, 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 12, 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 12, 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 12, 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 12, 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 12, 2016
4/5
Overall
5 / 5
Ease of Use