Who Uses This Software?

Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).


Average Ratings

434 Reviews
Support
  • 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 Samanage

Samanage is the most reviewed and highest rated IT help desk. Our service desk simplifies complex tasks and automates basic ones, while providing loads of metrics, reports, and configurations, without being overwhelming. Samanage lets you easily follow the ITIL framework, you'll achieve faster ticket resolutions, improve SLAs, and waste less time repeating the same task over and over. Deliver faster, smarter services and stop living fire to fire.


Samanage Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management
  • Audit Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Depreciation Management
  • Inventory Management
  • Maintenance Management
  • Procurement Management
  • Requisition Management
  • Supplier Management
  • Capacity Monitoring
  • Compliance Management
  • Event Logs
  • Hardware Inventory
  • IT Budgeting
  • License Management
  • Patch Management
  • Remote Access
  • Scheduling
  • Software Inventory
  • User Activity Monitoring
  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal
  • Change Management
  • CMDB
  • Incident Management
  • IT Asset Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • Self Service Portal
  • SLA Management

Samanage Reviews Recently Reviewed!


Enterprise Quality at a reasonable implementation cost.

May 01, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: Great ITSM alternative to the big guys, with all the same features, without the price tag. They offer a full feature trial and will help you with a PoC. Great value, positive ROI and superior TOC. Have a look at this one!

Pros: This tool is a hidden gem. Compared to it's peers in the ITSM space, SAmanage has all the features you would expect from an Enterprise ITSM without the Enterprise price tag. It's cloud based SAAS model saves you from the hassles of onprem setups, and if you are global it just works for all your users. The feature set is rich, I recommend you do a Proof of Concept (POC) with them to gain an appreciation of everything the product gives you. The on-boarding process was very well orchestrated, they guide your team through the whole implementation via a Trello board. Everything is spelled out for you, there is little risk here. Truly an Enterprise Grade Product at a reasonable SMB Total Cost of Ownership (or Subscription-ship). Worth having a look.

Cons: The product does not hit the radar in terms of "Known" go to ITSMs. So this left us to do more research and vetting with their existing clients. Also, because they are lean on price, they do not spend a lot of time "Wining and Dinning" you, and this gave us the false impression of the organization being small. They are not small as we found out in the implementation phase. They are a true SAAS so they don't have travelling sales people with territory in the traditional sense, again it gave us the wrong impression of their sophistication. Some of the features compared to the expensive ITSM packages are not as robust, but for the prices difference we can accept those as is. They meet our needs as is. I do recommend you do a PoC with them to gain a full appreciation for what they do offer and where some of their simplicity map-out for your needs.

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
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Pros: Flexibility

The "Sand Box" approach.

Support.

Cost effective

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

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

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

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

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

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

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

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

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

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

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

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

My reason for not giving 5 stars across the board:

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

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
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Pros: Ease of use, very intuitive. As described in the demos. Evertyhing worked as expected.

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

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

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

Strong service desk software with a lot of potential

Apr 07, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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

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

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

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: 10.0/10 Not
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Pros: Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions

Cons: A lot of features but some seem unnecessary.

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

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

Apr 07, 2016
3/5
Overall
4 / 5
Ease of Use
1 / 5
Customer Support

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

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

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

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

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

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

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

Vendor Response

by Samanage on April 07, 2016

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

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

Apr 07, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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

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

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

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

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

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

A great solution

Nov 21, 2014
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: They do not provide a cookie cutter package, but rather a sandbox approach, where you can make it what you need it to be. If something you want is not in there, chances are good they will add it or help you find another way.

Cons: The reporting functions are a bit inflexible at this point. It is not a deal breaker, but there are times it does not fill the need or allow as many options or format capabilities as needed. The amount of data provided about the software installed on the various systems is second to none. Their agent does an exceptional job in this area Based upon this and because of this, the system needs to allow more options for software categorization and organization. Sometimes, too many differing programs are all clumped together and are too difficult to sort. I realist that this is in part due to some software vendors and how they package their programs. But with a system as robust as this one, there should be a way to allow for more where needed. Sometimes, their instructions are a bit lacking. Too often, I am provided with an overview rather than a step-by-step instruction that at times would be a bit more helpful.

Recommendations to other buyers: Have patience. Realize that, with this product and the desired end result, there will be no magic wand to make it all work and start giving you amazing data. Initially, it takes a little effort and time to set this system up and make it do what you want it to. The advantage you have with this system is that it is sort of a sandbox system, wherein you can make of it what you need rather than being constrained or restricted. The staff at Samanage really helps in this area. Sometimes, you and the staff may be at odds about what something should be capable of doing or how something should work. However, they are always open to new ideas as long as it is best for the collection of clients they have.

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: 10.0/10 Not
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Pros: Customizable and clutter free helpdesk
Customizable Reports
Outstanding Support
Supportive Community

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

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

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

Nice UI, Awesome Customer Service, Fast evolution

Nov 25, 2014
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: For some organizations, selling the idea to have an ITSM can be difficult. They helped me to build the case and to sell the idea, they supported me in the whole process.

Once they sold me the product, they showed an awesome customer service with very short turnaround time for each support request. They have a strong and active community, which is very important to share ideas and problems. The errors that I found were solved quickly and they also hear their users, by giving us the ability to push for ideas to include in the system.

The inventory management is great in details and features.

Some Improvement Opportunities
So far, some improvements opportunities that I see can be around the SLAs which could be more flexible (structured as Target->Action, there could be more for each of them), but is not really a problem.

The reports could be more flexible by allowing the user to build his own reports, and scheduling the reports to be sent to specific users

The asset agent deployment for linux is a bit tricky and could be improved a lot. Mac and Windows are very straightforward and easy to install.

There are and will be a number of things not covered by the product, but what they showed me so far by evolving partially from what the users propose and how fast they evolve, gives me the confidence I need to rest assure that everything that I need will eventually be there.

Pros
An awesome customer service and support.

Great asset management.

Good set of reports and dashboard capability.

SLA are great at the level we use it, you can specify different targets and actions.

Ability to configure different times zones and business hours of all your company sites, we have 4 offices with different times zones and so far that's working great!

Allowed us to configure a service catalog, to capture and structure common requests from our users, like the request of Virtual Machines, where they always missed some data we needed.

I'm sure I'm forgetting something but so far, our experience has been great, I would totally recommend this product!

A Great Replacement for Our In House Service Desk!

Apr 04, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We've had great support from day one. The support team answered all of my questions about features when we trialed the system, and they've continued the great support after we officially signed up.

There are also improvements made to the platform all the time.

The platform offers way more than we use it for, but it's affordable and it's something we can grow into over time.

Cons: Some basic features are missing. For instance, I can't set the system up to alert the entire team when a trouble ticket is closed. This was an important feature on our old service desk, as it let the team know when someone else sorted out an issue. This also helped share solutions among the team. Now, when a ticket is closed, it simply disappears from queue without team learning.

The emails that are sent out can't be branded, and the customization of the emails is very limited. It's nice to be able to open tickets via email, but I'm a bit disappointed with the lack of customization.

Some sorting/filtering options don't seem to work properly. Tickets always sort by ticket number by default - not by status. This can't seem to be changed for some reason.

Overall: We've replaced our outdated, cumbersome in-house service desk with Samanage. We're already seeing higher productivity because of the SLAs we were able to set. The automations available within the system help streamline ticket submission and remove a lot of the back and forth when information is missing.

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: 10.0/10 Not
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Pros: Easy, simple, cloud based, very functional

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

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

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: 10.0/10 Not
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Pros: Samanage agent to track assets, Jira integration for service desk

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

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

Capterra-loader

This makes project management a snap

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The software is robust and full features, everything from helpdesk to asset management. Also the integrations are great, having it easily connected to our zendesk instance allowing the ability to connect issues from zendesk to assets in samanage. This also makes tracking asset warranty simple.

Cons: When we purchased samanage it seemed to be focused on the asset management. Now they've geared to push more towards the helpdesk software built into to it. Not being able to disable to and remove the options.

Capterra-loader

Better than other products but needs some TLC

Mar 09, 2018
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The biggest advantage my team has with Samanage is that you can create solutions for common issues, that you can easily attach to a ticket and not have to re-type the solution over and over again. Other then that ticketing system is fine, does what we need it to but reporting could use some enhancements.

Cons: Would like a more in depth reporting mechanism, could be that my company doesn't use the tool to the best of it's ability but there needs more vision on software/hardware we have.

good for small team, but multi-team use has some draw backs for moderate/large IT departments

Nov 09, 2017
3/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality

Pros: I like that Samanage is all web based and easy to submit/open tickets by email--very customer friendly.

Cons: The problems we experience with Samanage are related to teams within IT that have to cover components of the ticket. The Search functionality requires macros which is too complicated. Each status change sends a message to everyone, way too many emails go around--should be consolidated to a single message every ten min or so--or leave it up to the user to send a message. There is no Private Messaging within IT team, so we are constantly leaving comments, and then reassigning tickets to each other, but this leads to numerous emails going around.

Easy to configure & use Help Desk & Asset Management tool for small to medium-sized business

Jun 27, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: In the three years we've used Samanage we've had just over 7,000 tickets, we've been able to add and remove administrators and task users as needs arise and jobs change. We use it for onboarding, offboarding, inventory & ticketing. Works great.

Pros: Works great in all browers, workflow setup was easy, inventory client collects a ton of data that we've used to target hardware and software upgrades.

Cons: The agent for inventory management had some weird numbering issues, but other than that, i have nothing bad to say about the software.

Well designed and easy to use.

Apr 10, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Interface is intuitive and setup is easier than most Service Desk software I've used in the past especially with the help we received from the samanage implementation team.

Cons: Adjusting and maintaining the views that I want. I'm fairly picky with how I want things arranged and depending on how I navigate through samanage, my views can revert back to defaults. I feel there should be a more consistent behavior with views.

Overall: Saves time and makes it easier to manage service desk requests.

Easy to deploy, great vendor integration, and ease of use

Jan 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This software is easy to use for both the administrator and the user. It includes everything we need. We will be able to use it as an asset management tool, offer a solutions database to user's, and provide a change control tool for IT Staff that will be implementing system changes. It provides user feedback when their tickets are accepted and informs them when they are complete. We will be able to track the Help Desk response time and receive customer feedback. This tool is especially helpful when being audited for SOX controls. We are often asked to provide proof of compliance and we can print out the tickets to provide auditors. It is a great overall help desk tool with a couple of extra benefits all rolled into one. The vendor has been excellent provided us with support and answering questions within hours of the time they were asked. We have had weekly meetings prior to deployment and the overall knowledge has been excellent. I would definitely recommend this product to anyone looking for a help desk soluton

Great Service Desk and Inventory system

Apr 11, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The easy deployment of the agent to all of our endpoints, that help us keep track of hardware and software inventory with great accuracy.
The Service Desk feature, allowing us to maintain a productive Help Desk environment and assist our users.
We also use the service desk in our billing procedure.

Cons: The UI can be improved, as sometimes in the incidents view we encounter bugs that require us to refresh \ clear the cache.

Overall: We improved our SLAs using SAManage as an Incidents platform.
We also now have a better understanding of the number of endpoints we have, the software installed on them etc'.

Promising start, but then disappointed

May 02, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: I like the agent based system, reports on the machine from anywhere. Good tracking for the assets.

Cons: The warranties for Dell became a mess. The support took forever to resolve the problems with it. It's still not entirely resolved. There is no Software inventory feature, you have to setup all your licensing manually with custom fields for the keys. I don't like the reporting (Just outputs your screen into a CSV). No ADFS integration for Single Sign on. We don't use the Ticketing system, I don't even know why thats showing up in our app.

for the most part it is easy to use and customize to the information I want.

May 09, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: I like the combination of asset inventory, ticket system, and users and the ability to link everything together. It is also nice to have the solutions tab and the ability to control who can see what solutions to have everything in one spot.

Cons: I don't like that not all fields in the inventory are searchable and it doesn't seem to do relative searches for close matches.

Samanage has been everything we had hoped for and more.

Apr 02, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the ease of use and how quickly we were up and running with Samanage. The implementation was virtually painless and went very quickly.

Cons: The only thing I have a problem with, and I hope they correct it soon, is that it will not pull the Microsoft Office Licenses.

Overall: We now know how our IT department's time is spent, who are the users who need more help etc.

Buy something else worth your ROI

Nov 02, 2017
1/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Ease of Use, that is about all....

Cons: For what you pay for even coming from a nonprofit perspective you can purchase other superior solutions on the market. Shop around first before diving into this.

Ease of Setup, Configuration, Use, Modification, and Deployment

Dec 08, 2014
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Samanage has not only been painless, but it's actually enjoyable to configure and deploy for our Enterprise. The staff at Samanage is quick to respond to issues or questions and went the extra mile to provide multiple demos for our organization to maximize its exposure and approval to purchase. We have found the community engaging, intelligent, and helpful. Many of our situations have been rapidly addressed with helpful advice or probed deeper to determine possible features for the product.

Cons: The product is still developing, so while there are no failings, there are some areas where it can be expanded to allow more in-depth reporting and issue routing. The application is very robust in dealing with incidents, but could use some of the incident features expanded into other modules.

Recommendations to other buyers: We looked around for what would meet our needs and grow with us. I recommend doing the same. While Samanage was not covered by Gartner in their Magic Quadrant, I found it superior overall to the other products in the Gartner Magic Quadrant I did review and test (Microsoft SCCM, LanDesk, IBM Tivoli, BCM Remedy, Cherwell, CA Technologies, and a few others). While Samanage may not be part of a large IT conglomerate or have the years behind it many of the others do, it rises up as a superior product for our needs.

Its Asset Management feature is just great

Mar 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The service catalogue is a feature I have been learning about and I am hoping to get it used more widely across the company.

Cons: Would like to see reporting around purchasing. In general needs the ability to pull reports/audit equipment that was purchased and what is currently in use, surplus, etc.

Good, but not great..

Mar 04, 2016
3/5
Overall
3 / 5
Ease of Use
1 / 5
Customer Support

Comments: Good product with a lot of potential. However, their Agile Development is agonizingly slow, and doesn't seem to always prioritize the most helpful feature updates and/or additions. Things like auto-refresh have been "approved and coming down the pike" for over a year now, pending on re-indexing and other developments.

Experience with Customer Service has been awful in regards to support. I have experienced multiple cases going back and forth where a ticket I've submitted is "resolved", but the problem still exists. Communication has been awful with support also. Most tickets I've submitted have gone weeks between initial communication and any additional communication. In the realm of customer service, no news is still news, and it's always best to keep the customer informed if possible.

Whether it's their software development or customer service, I feel like they've experienced a lot of growth and demand, but appear to be understaffed and overloaded. Again, I see a lot of untapped potential, and I hope things can improve over time.

Vendor Response

by Samanage on March 04, 2016

We are certainly disapointed to hear that your service and support has been anything less than exemplary, Jordan. Please know that we will work to rectify this situation, as customers like you and your team are pivotal to our success. Should you have any urgent requests or questions, we always recommend reaching out directly to your customer success manager. Thank you for this feedback and we will do our very best to ensure you never feel this way again.

A great source of truth for our assets. Great to have it in the cloud.

May 11, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The info it gathers is great. We could tell every little piece of hardware connected to an asset and everything installed which was great. We also liked how it could give location based off of IP.

Cons: The deployment was a bit clunky. We had to get our own script and package the installer to deploy it via an MDM. The script on the help site didn't work right and it has you do each machine by hand.

Overall: All of our assets were in one place automatically with full details on each item.

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.

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: 8.0/10 Not
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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.

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: 10.0/10 Not
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Pros: Looks and functions great. Easy to use. Never any major issues or interruptions in service.

Cons: None

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

Recommendations to other buyers: Keep up the great work.

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.

An excellent IT Service Desk App that offers a lot to praise with features, mobility, and security.

Mar 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The application integrates extremely well right from the beginning. The security is fantastic, ensuring we never have any concerns & the pricing plans are extremely reasonable, making this our number one choice.

Cons: When comparing Samanage to other Service Desk apps, you begin to notice there a few missing features. However, because Samanage does everything else so well, the inconvenience becomes incredibly minor.

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: 7.0/10 Not
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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.

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: 9.0/10 Not
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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.

Implemented recently in our team as a workflow management tool

Jun 30, 2014
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Samanage is a very easy tool to set up and navigate. Our department implemented Samanage about five months ago and has used this tool to log and track service requests through to completion. This enables department oversight of our activities, provides real time management and activity execution, and allows us to collect process performance metrics. Samanage has met our need to track our inbound request in one centralized repository, replacing our previous fragmented process. The vendor has been extremely resourceful and amazingly accessible; their lightning-fast responses are much appreciated!

Cons: An issue we have come across is the inability to backdate certain process tasks that may have occurred when an individual was out of the office, which impacts our overall service numbers. Also, it would be helpful if there was an SLA around due dates. For example, it would be nice to have a reminder notification to alert users when an incident has almost reached its due date.

Recommendations to other buyers: If you are evaluating Samanage for an easy-to-use workflow management tool, then this is a great product with a wonderful service team ready to answer any question or request you might have!

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: 9.0/10 Not
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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.

The product is stable and reliable

Jan 23, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The integration of the modules I use each day. Each module has a relation which can be switched by a specific link in each page

Cons: A more refined searching capability. When looking at an Incident, I would like to be able to search for the Incident number, not everything that matches. Possibly the ability to search specific items or all of them

Overall: Integration of modules and Cloud based system

Great tool

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Asset Management is included , Easy to deploy, Users like it , Easy to navigate and setup the whole system

Cons: Nothing much just little bit pricey but worth it, I would love to see Slack work more in creating the ticket

By far the best Service Desk app out there! So easy to use and it literally manages everything!

Jul 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The work order system is so easy to use, and is modifiable to specific users. You can also keep track of your inventory including printers!

Cons: I cant say there is anything I like least about the product, every aspect of the product works great in my opinion.

Overall: Samanages all in one management system handles all aspects of a helpdesk app plus a whole lot more. We are even able to enroll our company cell phones!

Application is very user friendly

Jan 23, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: This product is very easy to use and understand. It is built on ITIL Foundation and the features like Incidents, Problems, Changes, Releases, Knowledge Base, CMDB, etc. all in one place are a huge benefit.

Cons: One of the biggest Cons about this product is the search feature. It is very difficult to navigate back to where you were before performing a search.

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: 8.0/10 Not
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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

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: 9.0/10 Not
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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.

It's been okay but could be better.

May 02, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I like that it's pretty easy to use and the features seem to work as advertised. Also they were very helpful with answering questions I had when importing devices.

Cons: They need to make it easier to keep track of mobile devices. Also we had various issues with the right warranty information showing up.

Overall: It is fairly easy to use.

Great product at a great price

Nov 10, 2014
4/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
2.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: I do not have direct contact with the vendor, but I work closely with those who do in our organization and have heard no complaints about the customer service we receive. I use the product daily for the majority of what I do at our help desk. The tickets are easy to maneuver around and are not overly complicated for the users who are not so technologically savvy who will be putting tickets into the system.

Cons: AS I stated above, I do not have direct contact with the vendor, so I cannot say one way or the other about them. However, when we first made the change over to using Samanage, there were a few bugs to be worked out. From my standpoint in the organization, those bugs were fixed/corrected quickly and seamlessly. The product itself has its pieces that could be made better, but those are mostly personal preferences on my part and do not have any effect on the usefulness of the product at all.

Recommendations to other buyers: Before purchasing this product, make sure you test and over test for what you will be using this for as you never know how much you will like the product and want to integrate other things into it.

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: 8.0/10 Not
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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

A fantastic ITSM solution!

Jun 17, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We have been using Samanage for over a year now, and we are very impressed with this software. We set this up as a new ticketing system for our internal users, and it has exceeded our expectations.

Pros: The customer support is fantastic; the people at Samanage are very helpful and respond promptly, which is great. The app is very customisable, and there really is a lot more that it can do than meets the eye. I particularly like the way that Samanage tracks our IT assets using a companion application which goes on each computer. This has proved very useful when trying to match kits to tickets.

Cons: The only way that I think Samanage can be improved is if there was an option to automatically change a ticket's status when somebody responds. Apart from that, this app is perfect!

Fastest Path To Service Management

Mar 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We are really impressed to with the ability to tie incidents to problems and changes. Great management and analysis of all support tickets raised.

Cons: We've not been able to take advantage of the process features within the service catalog. There's always some glitch that keeps us from getting an advertised benefit

Easy way to centralize IT and facilities tickets or service requests

Jan 18, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Entirely web based and consumed as a service from the cloud. Can be used outside the company firewall natively and it is updated regularly. It can also be integrated with the company single-sing-on (SSO) infrastructure to make it more accessible to the users. The forms are simple but intuitive and provides a lot of flexibility in terms of the information and fields that need to be collected from the user. It also takes care of the tracking of the tickets from inception until resolution and can do automatic notifications via email.

Cons: The user interface is quite dull, it is functional and gets the job done but could benefit from a little more contemporary design. Also the dashboard view is a table that is not intuitive to use.

Overall: Gets the job done and allows us to manage the daily trouble of our employees

A Great Helpdesk Contender

Mar 17, 2016
3/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Samange in my eyes is one of the top Helpdesk services on the market when it comes to delivering excellent workflows and great incident, change, and problem management. Workflows are something that my team has been able to make great use of for cross department functionality.

The cons, however can sometimes out way this. The reporting seems to have issues with being customized, your reporting metrics that you specifically want can be achieved, however, it will cost extra for customizations created by them. Also, asset management isn't great for achieving inventory stock levels and finding out what is active and what isn't. Sometimes the asset scanner doesn't report back to the inventory piece so you have to force it manually from the unit.

Vendor Response

by Samanage on March 18, 2016

Hi Collin - Thank you so much for the kind words. I'm happy to hear that you've been able to use Samanage throughout your organization! To address a few of your concerns, I'm happy to share that new reporting capabilities will be added soon at no extra charge! With asset management, I'd love to discuss the issues you're running into further and see how we can best assist you in resolving. You can reach me direct at 919-346-7576. I look forward to ensuring that you get the most out of the Samanage platform. Rachel Garrison, Customer Success Manager

Easy to use for tech support

Apr 24, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The time to learn this software is minimal. Most slightly savvy users can pick it up with very little training. I like the way the "comments" kind of feel like social media posts.

Cons: It's almost too geared towards being user friendly. For a more advanced user (we use this as our IT help desk system) the interface almost feels a little too elementary. I would like more complex filtering and ability to customize more fields and functions.

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: 10.0/10 Not
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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!

I wish we had gone to Samanage years ago for helpdesk - we're on our way to stronger IT response.

Jul 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use and I can use it from my phone and tablet. The Samanage Helpdesk and HW inventory tools will allow IT to keep better track of our property as well as keep user requests from slipping through the cracks.

Cons: Nothing yet.

Overall: We will gain a higher level of respect from our customer base after we show how we can keep up with their requests in a more timely manner. We will have better records for our IT HW>

ease of use, intuitive and friendly to learn.

Jan 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Implementation of ITIL and ease of use. The SLA integration helps keep our customers happy. Change process is easy to use and attach incidents.

Cons: notifications bell is glitchy and not mouse wheel friendly. Having multiple tabs open does not sync well with each other.

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: 6.0/10 Not
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Extremely
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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.

Best asset management and benchmarking

Mar 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The Asset management portion functions smoothly and the utility was easy to push out via GPO. The Workflow engine is great too.

Cons: Would like to see reporting around purchasing. I personally can suggest more portal customization and ability to customize messages.

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: 10.0/10 Not
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Pros: It is easy to use and very powerful.

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

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

Recommendations to other buyers: Buy it and Use it.

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.

Samanage is incredibly easy as well as useful!

Jan 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: What I really enjoy about Samanage the most is the efficiency of the software. It is very user friendly as well!

Cons: The number of fields that sometimes need filled in manually. It would be nice to maybe find a way to make this more automated.

Great for building a helpdesk from scratch

Mar 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is currently only being used by the information technology department to serve the technical side of the business. It helps us keep track of all requests and stay on top of them until the issue is solved.

Cons: The purchase ordering function could stand to be more customisable to business needs. Notifications should be expanded to be customisable in all areas where notifications are utilized.

Looking in the Wrong Places

Nov 07, 2014
5/5
Overall

Comments: We spent the better part of 8 months looking for a Service Desk Management solution that would exceed what we currently had, and would grow with us as a company. We needed a product that was decentralized, allowed multiple domains to access it, had an intuitive escalation and workflow system, not only robust - but useful reporting, and a detailed Asset Management utility. We finally found that in Samanage, and we found it here, on GetApp. Samanage provides a very quick to use Incident reporting system that allows multiple Incidents to link to one another, to link to an Asset, or to a User. Incidents can roll directly into Problems, then Changes, etc... - following ITIL. The Asset Management allows Contracts for tracking license use, checks in with Dell or HP for warranty status, tracks risks (no Antivirus, disallowed programs are present, etc...)

Pros: Intuitive escalation and workflow system Quick query and reporting system Customizable dashboard Detailed Asset Management Easy to Setup, Maintain, and Alter Uses ITIL methodology

Cons: Cosmetic appearance is not customizable - this does not impact usefulness or performance, just "branding"

Tool is very easy to use & navigate . Took very less time to understand right from the start

Nov 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: It is intuitive, simple display easy of use and general flow. I also found it fast and easy to configure. The support chat functionality in the tool is the best implementation of a chat tool I have seen in any product.

Cons: Portal does not have an Alert messaging and limited workflow tools within the app. Some additional workflow customization features would be helpful.

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: 8.0/10 Not
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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."

Easy to use

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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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!

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: 10.0/10 Not
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Pros: The variety of uses for this software is relatively unlimited!

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

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

Easy to use and expandable product

Nov 13, 2014
5/5
Overall
5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: The product is easy to use on both the front and back-end. I have non-technical people working as technicians with very little training. Samanage makes the effort to be there to assist as best they can. When you have a question, someone will answer it thoroughly. If you have a concern, it will be taken into consideration and addressed.

Cons: That I wasn't using it sooner. I think with every SaaS product you use there will be bits and pieces you don't like and wish you could customize, but that's part of using a SaaS environment. You lose some things for a greater benefit.

Recommendations to other buyers: When looking at SaaS providers you really want to have your list of requirements down. The basics of always up-to-date and no maintenance are okay but define what you really want to accomplish with the tool. Have your list of features you want, but also the problems you want to solve now and if possible think into the future. Whatever vendors you are looking at should be able to tell you if the tool will solve those problems and how it will solve those problems.

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: 9.0/10 Not
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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

A great product

Aug 02, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Samanage brings together Service Desk with it's ticket system and service requests and IT Operations with Problem and Change Controls together in one system and it's supported by a company that actively listens to recommendations and requests and acts on them when the community recommends them.

Cons: the reliance on a third party for Active Directory integration. The process works, it was just cumbersome to get working and keep working.

Recommendations to other buyers: We came from a system that was "popular" and evaluated a number of replacements. Samanage let us demo it and see what it had to offer, making it well work the time we spent checking it out.

Very, very good ITSM/Asett Management/Helpdesk tool

Nov 06, 2014
5/5
Overall

Comments: Samanage is a very good ITSM application. We are using it for Helpdesk, IT Asset management and are just exploring the service management section. The asset side particularly is very good and is based on the popular OCSInventory NG utility. The friendly and helpful staff are very responsive when issues or product improvement suggestions are made. The one thing that would make Samanage a better service would be to have a product roadmap published out to tenants - this would include notice of updates/functionality improvements *before* they are applied (although they are getting better in this respect). That plus the ability to customize/skin the end user portal and end user emails would make this a 5 star application. Overall a very, very good tool and one that I have and do recommend to other clients (and that comes from someone who has implemented ZenDesk, Citrix GotoAssist Service Desk and AutoTask for previous clients).

Pros: Very easy to use. Very helpful, friendly and responsive staff. Good community with high participation by staff

Cons: Samanage operate on an Agile product development so enhancement roadmap not publicized

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: 9.0/10 Not
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Pros: Very easy to setup and configure and easy to learn how to use it.

Cons: Nothing that I can think of.

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

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

Easy to manage

Apr 06, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Very easy to manage. Good inventory and support feature!!
The way the tickets and menus are set up, make navigating the dashboard a breeze. You can easily assign a user, a state, and a requester to a ticket, as well as communicate any needed information through the ticket system as well. Also their support is amazing! They always have people available to answer your questions, quickly, professionally, and with a bit of flair!

Cons: I am looking for some new feature like controlling mobile devices, etc.
I dislike that I have to close out of the mobile app, in order to refresh the ticket screen. The app does not fetch any tickets from the last time it was opened.

3 Months into our Samanage install

Sep 29, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We moved from Fogbugz, which was used primarily by our developers, to Samanage 3 months ago. We reached many limitations with Fogbugz from a reporting and support perspective and there was no way to track assets with it so we need to move on to a different solution. We are a 450 eCommerce company with a team of 5 support techs.

Pros: So far so good with Samanage! We have been getting tickets in like crazy and the end users are loving the portal. The asset management portion is working well on it's own. We haven't tweaked with it yet. It was easy to deploy the utility via GPO though. We have been working on work flows and categories lately to help with the service desk and reporting. Samanage Stars is Fun!!

Cons: Would love the iPhone app! I know they are working diligently to get that out to their customers. The only complaint we have so far is that it appears you need to manually manipulate the asset data after it is pulled with Owner names, locations and company asset tags. It would be helpful to know where each field is pulling info from so that we could map it accordingly. Other than that, Samanage has been a great solution and their support has been spot on.

IT Management in the Cloud

Oct 30, 2014
4/5
Overall

Comments: With Samanage we have been able to manage our IT assets, incl. contracts and vendor purchase records without the need for on-premise HW and SW head-aches. Since Samange is a SaaS app, it allowed us to focus our effort on "using" the app instead of "building our own" or lengthy "spin-up" prone with legacy applications. While Samanage provides a rich asset management and service desk environment, out greatest need has been the management of vendor contracts to obtain a one-stop view of our spend, contract documents and the ability to use notifications to avoid "auto-renewal" of telecommunication contracts, etc. Furthermore it enables us to provide a transparent and consistent employee on/off boarding process via the self-service management portal.

Pros: Samanage is a light-weight app, that enables a company to quickly implement IT Management, thereby reaping immediate benefits and return on investment.

Cons: As with any SaaS app, there are limits to individual customizations possible, since the app understandably needs to appeal/service users from a variety of industries.

Simple to use but could have more features to assist IT department

May 11, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support

Pros: The layout of the pages are very simple which makes the software very easy to use.
The ability to link items to incidents.
The service monitor on time it took for first response and to resolution.

Cons: When clicking on a requester's name, it only displays one number instead of both. Only displays both numbers when you view the request's full profile.

When you copy a paragraph from the web and paste it into Samanage, it looks correct. However, once you submit the message it adds a ton of new lines in different areas.

Not able to turn a private message to public

When using the search feature, there is no way to limit results to the specific page you are looking at.

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: 7.0/10 Not
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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.

Great ITSM tool

Nov 06, 2014
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
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Pros: Samanage is a very good ITSM application. We are using it for Helpdesk, IT Asset management and are just exploring the service management section. The asset side particularly is very good and is based on the popular OCSInventory NG utility. The friendly and helpful staff are very responsive when issues or product improvement suggestions are made. It's very easy to use. They have very helpful, friendly and responsive staff. Overall it's a very, very good tool and one that I have and do recommend to other clients (and that comes from someone who has implemented ZenDesk, Citrix GotoAssist Service Desk and AutoTask for previous clients).

Cons: Samanage operate on an Agile product development, so the enhancement roadmap not publicized (but they do accept suggestions and let you know if they are being planned).

Recommendations to other buyers: Get out there and try it. Use the forums/community for assistance.

Capterra-loader

Moved from an antiquated help desk to leading edge solution in a few weeks

Jan 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: Ease of use for both users and backend folks. Responsive tech support. Active community forums. Excellent customer support.

Cons: Lots of advanced features that lie underneath that requires a little more effort to grasp, but overall, out of the box, the feature-set rocks.

Overall: Love to acknowledge great companies

Great product and great people.

Jan 27, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Extremely
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Pros: This is a great package. We can easily track SLA's, inventory, and issues. The Agent loaded on the PC gives us tons of valuable info. The interface is clean and east to use.

Cons: The Asure integration could be better.

Overall: it's the best service desk. We demoed soft ware over 6 months and Samanage was the best.

Great out-of-the-box solution that is also highly customizable

Jul 28, 2016
5/5
Overall
5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: We enjoyed how Samanage was ready to go out-of-the-box but also offers advanced features and is highly customizable. The service portal can easily be branded, without wasting hours.

Cons: I like most things about Samanage, an in-house LDAP connector would be excellent, but the company has found ways around this by utilizing third party companies. While I wish it was a direct connector, their solution still works well.

Recommendations to other buyers: Test-drive all the software thoroughly. There is nothing comparable when it comes to quick deployment, out-of-the-box readiness, and the high degree of customization.

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: 8.0/10 Not
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Pros: Practically no learning curve. I was able to jump in and work in minutes of getting an account.

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

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

great product

Jul 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use, easy to find things on it. Easy to navigate. No issues for our dept. Inventory is a great tool and well as work orders.

Samanage Review

Dec 01, 2014
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
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Pros: It's an easy to use product (even if you do not have any ITIL knowledge), and for me, it saves me tons of work with asset management and managing incidents. As a first line admin, I use this product every day for myself and to support my colleagues. Before Samanage, we were using 10-15 Excel sheets, and everything cost a lot of time. Support for Samanage is quick and professional. The times I have requested or submitted a ticket, it was resolved in one day almost every time.

Cons: Well, it's not really a complaint, but if you do not have your IT processes worked out, or if you work in a completely different way with no understanding of ITIL, you could have issues when you are starting with Samange. But that is not really an issue with Samanage, but more with an IT department itself.

Recommendations to other buyers: Get your processes straight and make sure the people using Samanage all work in the same matter.

Excellent Incident handling and overall Support Flow

Apr 06, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Hi,

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

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

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

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

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

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

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

Comes highly recommended!

Fantastic Product - Currently only using Asset Management

Sep 11, 2015
5/5
Overall
5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Samanage has FANTASTIC customer service. Between our Sales reps, implementation folks, the product itself, and the customer service we've received... A+ The product itself is STELLAR - But they're adding features & functionality all the time. Our whole company is starting to use the asset management functionality of Samanage. Several teams are adding their assets every day. It takes very little to train someone.

Cons: There are some (although few) limitations to the user interface, but that is remedied with their API. Unless you have deep tech knowledge, the API won't do you any good.

Recommendations to other buyers: Get multiple departments involved if this is beneficial to you - it is likely beneficial to other departments & teams as well.

Great ticket software

Feb 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: Easy to update tickets, easy for the user to just reply to the ticket. Quick loading and nice tracking system.

Cons: Updating tickets is a hassle sometimes, to assign users you have to click edit if you are in the ticket instead of just selecting a drop down from the service view.

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: 7.0/10 Not
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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.

Great project management software

Nov 14, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: As a contract designer, I am not in the office. My boss can easily assign tasks to me and give me all the content, deadlines and details I need in order to fulfill a design request. My boss is able to view the progress of the request without having to be directly involved by looking at the comment trail and proofs that I upload. I can easily communicate to the job requestor and stay on track. I wish more companies I work for had a job tracking software like this.

Pros: able to directly communicate to the job requestor, able to reply to responses via email, tracking, file upload, set deadlines and meet timeframes

Cons: changing categories, not able to change the order (from left to right) of the columns on the service desk

Recommendations to other buyers: This software is great

Smooth!

Apr 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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

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

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

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

Feature packed, easy to use, and an overall great solution.

Aug 16, 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: 10.0/10 Not
Likely
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Pros: There are a lot of features in this one platform, that eliminate the need to use other solutions that have cross-over functionality. I don't have to look around all day to find what I need, with the customer support always being quick to answer whatever questions I may have.

Cons: The only thing that I don't really like about the software, is that the email ticketing system is a little lackluster. I can't force users to submit a form prior to opening a ticket, which would help get a better snapshot of the issue at hand.

Overall: Streamlined ticketing system with additional bonuses in the form of automation and integrations with other applications.

No Questions ITSM

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

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

Overall successful and happy

Jan 23, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: Ease of use and deployment. Their deployment team worked hard to get everything we needed setup and working

Cons: missing some features such as active searching of solutions while submitting tickets. As well as support is scarce after implementation

Innovative and Dynamic

Jul 03, 2014
5/5
Overall
4.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Samanage is an ITSM/ITAM solution with a modern web 2.0 look. In comparison, many alternatives look like products released 5-10 years ago and receive updates every six months. Samanage provides updates regularly and is responsive to bug reports.

Cons: Often, when Samanage provides an update, small things break. I find myself filling out bug reports after an update, but most often, the bugs are resolved a day or two after I fill out the bug report. I wish a small notification was posted at the top of the page describing new updates so I would be more aware of them.

Recommendations to other buyers: I've tried multiple products out such as BMC Track-It! and Spiceworks, and for a medium sized business like ours, I felt that Samanage best suited our needs. It allows us to manage our tickets and resolve issues in a much more organized and timely manner than before we had an ITSM ITAM solution. Samanage offers a good product at a great price.

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: 10.0/10 Not
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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

Good, not great, but good.

Jan 23, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: It has asset tracking which works well with ITIL practices involving change control and problem management.

Cons: The fact that you have to use 3rd party software which requires extra cost in order to integrate with microsoft active directory.

Capterra-loader

Efficient and Effective

May 01, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The Implementation Support is great from the very start. Before you even get started, they are already sending the Getting Started Guide and assigned us a dedicated Account Manager. Throughout the implementation, we had technical support as well as the implementation specialist assisting us the whole way.

Cons: Certain features missing when compared to enterprise ITSM suite, but great for SMB market
The other thing I was hoping for was the Priority Matrix but you could always suggest features in the community and they will consider it for future release.

Overall: An ITIL based ITSM solution

Samanage is one of the best HelpDesk Tools I've ever used!

Aug 19, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: What do you like best?
The Workflow engine is great and they are in the process of making it even better. The Asset management portion functions smoothly and the utility was easy to push out via GPO. The setup of the product is what sells it. Very easy to setup every function, very intuitive and not a taxing process as some can be. Lastly, you can integrate with an SSO company called OneLogin. A very simple, free process with them and you are integrated with ADUC!
What do you dislike?
Just started using it so nothing to truly complain about. We haven't worked much yet with the built in API code or Zapier. so not sure if we will run into any headaches connecting it to our current "helpdesk".
What business problems are you solving? What benefits have you realized?
We were using a developer's tool to run a pseudo helpdesk and it reached it's end of life. We needed to move on and are now loving Samanage.
For which purposes do you use Samanage?
Service Desk

What is your primary role when using this product?
Administrator

Great Software

Jul 13, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I mainly use the Samanage Service Desk. I like the organized interface of all the tickets. Interface is easy and not difficult to Navigate. I really like the dashboard as it lists all my tickets. They just introduced a Beta Android app which I am really liking as I can work quickly on tickets

Cons: Currently I have no issues with the product. It has been working well.

Recommendations to other buyers: Please take a trial of several helpdesk before you select any helpdesk. Samanage suited us perfectly as it incidents as well as organization IT inventory.

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: 8.0/10 Not
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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

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.

Good for Work Order Management

Nov 10, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: We do not utilize the software like most. We use it for our company to submit design work orders. It let's us easily manage our work load and keep everyone up-to-date on the status of their work orders. I'm able to easily make reports and set approvals and requirements for the requestor so we are able to get all of the information we need. Our requestors love they can reply to the email to leave comments. The only minor complaint I have is customization - like not being able to change the word "Incidents." Overall, I love that we switched to Samanage and love the customer service.

Pros: Ease of use Customer Support Training Videos + Project Management Visibility to Users of Work Load

Cons: Customization of fields