Who Uses This Software?

Ideally suited for companies with sophisticated IT organizations looking to deliver superior service experience to their customers in a unified IT service desk and asset management solution.


Average Ratings

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

Product Details

  • Starting Price
    $19.00/month/user
    See pricing details
  • Pricing Details
    We have 4 flexible editions starting at $19/agent/month & $.40/asset/month.
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • 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 & highest rated ITSM solution. Our service desk isn't just about churning out loads of metrics, data, & reports (even though we have all of that!), it's about simplifying complex tasks & automating basic ones. Samanage lets you easily follow the ITIL framework, you'll achieve faster ticket resolutions, improve SLAs, & waste less time repeating the same task. Save valuable time & allow yourself to deliver faster & smarter services.


Samanage Features

  • Capacity Monitoring
  • Compliance Management
  • Event Logs
  • Hardware Inventory
  • IT Budgeting
  • License Management
  • Patch Management
  • Remote Access
  • Scheduling
  • Software Inventory
  • User Activity Monitoring

Samanage Reviews Recently Reviewed!


Amazing product, outstanding service.

Feb 06, 2018
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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Comments: I would love to see help desk software that offers an "a la carte" option for features so you end up only paying for what you want. Samanage comes closer than any other offering I researched.

Pros: Very simple to use. Great interface. Gives me the features I need at the right price without overwhelming me. Customer support is the best I've seen yet.

Cons: Reports could be better, but they're still good for what I need them for. In order to add another domain, I have to upgrade to Professional.

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.

Great Work Order System

Jan 29, 2018
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: What I like most about this product is that I can filter work order really easy and the reporting feature is detailed.

Cons: What I like the least is just for now I hope. The app crashes when I try to see a ticket. This is only IOS that I know of.

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
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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 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
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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.

The product provides many useful features, which will help boost customer service.

Jan 25, 2018
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: Solutions. A lot of the tickets that are submitted can easily be fixed. We end up send employees a canned response for common issues. With solutions, employees can receive the resource without having to submit an incident.

Cons: So far, everything is good. The only small thing I dislike is the inability to search for users from the admin portal. I have to toggle between screens to find an employee, unless I create a filter.

Overall: We are able to streamline requests with the use of Catalog Items. We are able to speed up the time required to address submitted issues with the aide of Solutions and easy to use service desk. We love that we can comment on a ticket and the user will receive an email, even better when grouping incidents as a Problem.

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
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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

It's very easy to use.

Jan 23, 2018
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: very easy to navigate through the website. Makes it easy for me to see what work orders I have done and what I still need to do.

Cons: The app crashes on me daily. Nothing really bad for me to say about Samanage just that the app keeps crashing.

ease of use, intuitive and friendly to learn.

Jan 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
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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.

Overall great, but search not always reliable.

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

Pros: I like that Samanage integrates well with the ITIL framework. I connects Asset, Incident and Change Management really well.

Cons: I find that the search function isn't always reliable. I search for things that I know exist, but Samanage doesn't bring it up in the results.

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.

Sleek, customization required

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

Pros: Easy to use, tickets are easy to update and the interface is not cumbersome or slow like other service desk solutions I've used.

Cons: There does not appear to be a single view dashboard feature where I can look at all open tasks assigned to me. (incidents, changes, etc) You can get this by changing the filters on each tab view, but you can't see both at once. This may be remedied by the new UI they're rolling out this month, but I haven't seen it yet so can't speak to it.

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.

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.

Samange implementation has been great.

Jan 23, 2018
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: The ease of setting up the helpdesk and creating workflows that fit our business. The asset management function with its agents deployed on all machines makes tracking a breeze.

Cons: There is not much to dislike with Samanage. If anything could be improved it would be the ability to add variables to Service Request titles.

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
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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

This product is both user friendly on back and front end.

Jan 23, 2018
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: I like that the setup is very easy and self explanatory. My internal team will be able to manage this system going forward without much training.

Cons: We aren't able to report off of custom fields on the catalog forms even though we can do so on the incident form.

Overall: We are able to implement ITIL methodology with a ticketing system.

The experience was smooth and easy. Great to have a account team that I can call.

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: The software was easy to use and easy to change. My team found that entering tickets took about 2/3 less time to enter tickets. We are already seeing and increase in ticket volume. Also the email Integration in the best that I have seen with all the tools on the market.

Cons: The software is missing a few things, but they are always pushing out new items. Great platform for an ITSM tool.

Easy to use with lots of features

Jan 23, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: The ease of use and the customer service are outstanding. They are constantly rolling out new features for their customers

Cons: There is a distinct lack of customization in some aspects, but unless that is a defining factor for you, it doesn't take much away from the product.

Overall: Incident and inventory tracking, productivity and risk management

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

Simple, Flexible, Room to expand

Jan 19, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The solution is very simple to use, however has the complex features you'd be looking for in a ITSM tool. API integrations, and multiple SSO options. Even the agent is complex.

Cons: Azure AD integration is not currently working 100%, and this is a large limiting factor on the current software.

Almost too user friendly

Jan 18, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support

Pros: It is easy to learn how to use without having to read a manual and visually appealing. I like the way you can do comments-- it feels a little like social media which everyone is used to using.

Cons: It's almost too user friendly. It feels a little dumbed down to those of us in IT. However, for use as a tool outside of IT help desk I could see why the functionality is the way it is. The page also seems to load a little slow for me and my coworkers. Not sure why.

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

Easy to implement and run with a small team

Jan 18, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to implement and run with small team. It was extremely easy to set up and their support is very responsive. They are also constantly developing and improving the platform.

Cons: Inflexible in customizing certain aspects. We have a hard time getting exactly the report we want, and have had to add many custom fields to get our basic reporting done.

Overall: Incident and SLA tracking, better reporting and tracking of IT assets

Samanage Has Been A Godsend ' Delight To Work With!

Jan 18, 2018
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: First of all all the reps that i worked with one of the rep were a pleasure to deal with and very helpful.

The software itself is wonderful to use and easy-peasy to navigate!

Wonderful organization and efficiency boost in production!

Overall: The software itself is wonderful to use and easy-peasy to navigate!

Wonderful organization and efficiency boost in production!
My team and myself are thoroughly satisfied and excited to have such a wonderful tool to work with and in part help our company provide life saving services!

Using Samanage is very easy and intuitive.

Jan 18, 2018
4/5
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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Pros: Ease of use and customer service. The asset management piece has been a great way to keep all of the assets organized and easily accessible.

Cons: There are some limitations not only on the forms, but with the logic. I will be looking forward to updates.

Overall: Asset management and incident tracking.

Very happy with our new desk service software.

Jan 18, 2018
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: I love the custom filters, they make sorting so much easier. The workflows are very simple to setup. The implementation was seamless... fantastic really.

Overall: Time and efficiency are the key reasons we benefit. Samanage also give us workflow efficiency that we were lacking in our last service desk applications.

Great web base product; easy to setup.

Jan 17, 2018
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: The product being web base is a big positive and extremely easy to setup. The site is very intuitive on how to use the product.

Cons: They have a tool to load on desktops for inventory but do not have a tool for network scanning. Have to use a 3rd party tool.

Implementation and pre-sales was a very pleasant experience

Jan 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Very easy to use / full features for a global service desk / social look and feel / tech support is great

Overall: This was our first true cloud based service desk that we will be using globally. There has been nothing at this point to dislike, everything runs as it should.

Great Product, Smooth Implementation!

Jan 16, 2018
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: We love how accessible everything is. Our staff can submit Incidents in a variety of ways, and we can manage those Incidents from a variety of devices.

Cons: We would love more robust permissions for service requests and other features that our staff have access to, but Samanage has work arounds and are constantly updating their product with new features. Robust permissions are in the pipeline!

Overall: Our staff are way more happy and have their own self service portal, which they did not before. We no longer have to manage an on-prem solution, so we are happy!

Capterra-loader

Their support is amazing and they are friendly, helpful. The product is innovative and new features

Jan 15, 2018
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:
Samanage has been one of the best products I have implemented.
With this software, I have been able to sort through my sea of sticky notes, and found a wonderful way to productively track assets, and help desk requests. Their customer service also rocks! Anytime I have a question, I can shoot an email or even a text to pretty much anyone on my Samanage team and they are immediately responsive to my need.

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

Excellent and Easy to use!

Dec 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: We like the ease of use, customer support, the community and the API integration feature. Good dashboard and the customer facing portal is a great feature.

Cons: The only major con for us is that it does not integrate with TeamViewer. I would like to be able to remove the unused features from the main menu list.

Overall: A central location for all of our inventory. The ticketing and knowledge base features are a great addition. The API integration can do a lot once you get everything setup properly. It's not at all hard to setup and the installer is simple.

samanage review!

Dec 14, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Customizable and clutter free helpdesk Customizable Reports Outstanding Support Supportive Community

Very User Friendly and Intuitive Asset Management Software

Dec 14, 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: Very user friendly, very intuitive, lots of useful features, useful organization features for assets, excellent customer service

Cons: The custom fields are a bit limited, the reports are a bit limited, it doesn't work as well with our invoices and PO's as we'd hoped.

After hearing this was the highest rated service desk, we just had to try it!

Dec 13, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I liked that there was no installation required and that this product automatically collects the data you need for you. The way the product is visually designed makes it even that much more easier to use. I had used the free trial and in that time found how much more sensible it is to use a program like this rather than to either call our IT team or even worse, wait for them to come to our business to help. The support chat tool is my favorite feature of Samanage.

Overall: This product offer live-chat support at any time I need.

Great Tool

Dec 10, 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: 8.0/10 Not
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Comments: Can be given a try

Pros: Flexible ticket structure and work flows, allowing for catered processes and form-based data-gathering, to obtain the right information from requestors on the first try. The user interface is simple as easy to navigate.

Cons: You cannot edit a tickets information once it has been created. With complex approval processes, the workflow can be difficult to manage when changes are I dislike The language that is required to perform a search in the search bar and I find the logic behind the filters to be a little tricky.

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.

samanage

Nov 12, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: The ability to manage issues in a way that can be tracked. Easy to implement, built in portal, and asset tracking Pushing the agents to the desktops was easy and logical. The QR codes are a bonus.

Cons: The apparent issues setting up permissions. Portal does not have an Alert messaging and limited workflow tools within the app.

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.

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.

Help Desk Needs No Help

Aug 20, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: I'd recommend the program, AND the user manual and prepare to do alot of reading!

Pros: The program itself is user friendly and very in depth. Those two traits aren't something you come across very often in the same program..

Cons: The support side of this program though could use a better help desk itself.... While attempting to talk to customer support for help with a few of its integrated functions, they seemed lacking and not overly helpful

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
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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.

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
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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!

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.

Great software

Jul 12, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Extremely
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Pros: Their customer service is some of the best I have ever seen and their product is also crazy easy to implement, and they will work with you to get anything you need to be done.

Cons: Except for the price, which could be better but still very reasonable, there is nothing I dislike about this software.

Samanage works great. We use it for our ticketing system.

Jun 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The copy/paste feature. It allows you to paste an image into a ticker without having to save and attach. Saves a lot of time.

Cons: It reopens a ticket if a user replies to an email with thank you. Nothing can really be done but it gets frustrating on occasion.

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.

Easy to use, powerful tool

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

Pros: 1. Ability to track change history on records
2. Simple and powerful search capabilities
3. Strong out of the box reporting

Cons: Need better control on replying to incidents. We want users to communicate regarding their incidents only through tickets, not via email.

Working with Samanage for a short time. Very functional system, but does have some limitations.

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

Pros: Very easy to configure, setup and use. Great for integration with ERP or CRM systems. Keeps track of all communications, logs activity and allows easy communication with customers.

Cons: Needs a lot more automation capabilities. Slightly limited in that it can do basic automation, but for example if you want to sent something to the original ticket requester for an approval or response, the system breaks. I'm sure something like this would be on their roadmap to improve, but it is a hinderance in our organization.

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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Extremely
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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.

This is the ticketing system that my company uses and it is the best thus far.

May 09, 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
Likely
Extremely
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Pros: I like that we can edit our incidents after we have submitted them. I like how the software notify me when there has been an update to my ticket.

Cons: Sometime, the software doesn't recognize my login information. After I contact my system admin, the issue is usually resolved.

Overall: I like that I am able to check up on the status of my ticket through my e-mail.

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.

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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Extremely
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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.

A solid choice

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

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

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

Mar 30, 2017
5/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Easy interface for all the users.

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

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

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

Very Convenient and User-Friendly

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Samanage has allowed for me to start working in my second week of training. The interface (UI) is user-friendly and easy to use. Thanks Samanage!

Smooth scheduling and interaction

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
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Pros: - Very easy to use
- Intuitive
- Checking ticket/incident history

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

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

Samanage Review

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

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

Feedback for SAManage Tool

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

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

More than we expected; Easier than we imagined

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

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

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

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

Recommendations to other buyers: It should be advertised more.

I'm a NOOB..

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to use and administrate

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

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

Samanage is Easy to use

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

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

Great Service Desk Tool

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to implement, built in portal, and asset tracking

Cons: Portal does not have an Alert messaging and limited workflow tools within the app.

Overall: We selected and implemented in 4 weeks. The migration to the new Samanage was virtually seamless for our user base.

Recommendations to other buyers: This is a great tool and with a small/lean team, it makes it easy for the entire team to track.

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!

Easy Navigation

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Extremely
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Pros: Great organization of the website.

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

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

Excellent System - Got us up and running

Mar 29, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 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.

Great product!

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

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

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
Likely
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.

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
Likely
Extremely
Likely

Pros: Ease of use, Customization, appearance

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

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

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

great product

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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

Cons: none so far

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

Perfect tool to deploy across Heldesk and Application Support

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
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Pros: Ease of Use
Various tools - Incidents / Problems / Changes / Service Catalogs

Cons: Reporting and Dashboards needs to be improved.

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

easy to use.......

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Customisation, Very user friendly.

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

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

Recommendations to other buyers: At the moment no.

Samanage saved out IT

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

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

Great software

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

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

New Experience

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Easy to navigate through the different fields

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

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

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

My Samanage Impressions

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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

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

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

Our greatest asset for managing our assets!

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

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

Very good service and very helpful with the setup

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Easy to Setup and Manage
Load of functionality
Great API
Cost effective

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

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

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

Review of Samanage

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

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

Easy to use, good support

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Simple to implement and use, good support

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

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

Easy to use and superbly clear to manage workloads.

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

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

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

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

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

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

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

A Good Entry Level ITSM Tool

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

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

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

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

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

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

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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

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

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

Great software.

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

Comments: I've been using SAMANAGE for a few weeks now and it has been an easy transition.
I used to use a software called issuetrak and it had its quirks but got things done.
I highly recommend SAMANAGE

New Customer to Samanage- Great Product

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
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Pros: ease of use and support from the Samanage team

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

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

Recommendations to other buyers: great product!

Samanage Review

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: It's easy to use and accurate.

Cons: Issue that is hopefully being resolved with IE

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

Lots of features and easy to use but slow

Mar 29, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: All the one stop shop features.

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

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

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

Samanage Review

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

Comments: Samanage is a bright and colourful piece of software making it more enjoyable to use. The layout is well set up and everything is easily accessible.

Great Program

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

Comments: We are new to this program. Was slow starting at first, but once you get the hang of it, is very useful.

Excellent software

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

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

Great Product

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use

Cons: none so far

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

Recommendations to other buyers: very robust

Very Easy to Use

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

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

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."

Great Ticket Management Sysystem

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

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

Great Project + Great Community

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: All the tools can be manipulated to fit the need of the company/organization. Samanage also provide a ridiculously fast customer service through the chat box. I really like the forum too (gotten updates from the backend design team).

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

IT Service Desk Review

Mar 29, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of Use, Ui interface is clean.

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

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

Good ticketing tool for SMB

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

Smooth and Silk

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Smoothness

Cons: Least to figure out

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

Recommendations to other buyers: Not for now

Outstanding

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like the freedom to customize tickets to serve our company needs.
Easy to use on mobile phones.
Easy to use anywhere including home/work machines.
Ability to comment and have customers comment.

Cons: Nothing at the moment.

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

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

Recommendations to other buyers: Nope.