Who Uses This Software?

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


Average Ratings

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

Product Details

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

Vendor Details

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

About Samanage

Samanage is the most reviewed and highest rated service 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 IT services and stop living fire to fire.


Samanage Features

  • 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!


Easy to implement and use

Jun 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: We had a tenant up and running with SSO and imported users in less than a day. The service catalog has been transformative.

Cons: Needs more integrations with other support software. Documentation on setting up SSO needs to be updated.

#1 Help Desk Ticketing Software

May 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: After a year-long search with many trials, I finally found the one ticketing system that does what I need it to do at a price that doesn't kill my budget.

Cons: Reporting could be a little better. I'd like to be able top customize the data. Also would like to see an a la carte purchase model where we can buy features we could use without upgrading to a whole other level.

A little better is expected off of them.

May 09, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Support people are pretty helpful and reply at earliest if you have any questions and the features are working as promised, hence so far so good.

Cons: The reports can be better rather than just a CSV output, plus we don't even use a Ticketing system, so that option should be disabled on our app.

Easy ticket manage, saves time

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Love that users can submit tickets mobile without having to contact helpdesk directly. Allows us to troubleshoot problems without delay

Cons: Integration with other software would be helpful, focuses on making the job easier for support desk workers

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 application, for small scale environment.

May 02, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It pulls in a lot of data for exporting and creating reports from. Overall it is very easy to use and seems to be fairly accurate.

Cons: Would like more search functionality when creating reports. When we had questions about functionality the support took longer than we would have hoped.

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.

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
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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

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 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

Overjoyed that my company has joined Samanage

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

Pros: How easy the implementation has come along. They make it so easy and are so kind. This software is extremely easy to use and has a Facebook type look which a lot of users are familiar with.

Cons: Everything has been wonderful. Just wish that my CIO would splash the cash for the inventory piece. It would greatly improve our inventory.

Near seamless evaluation, purchase, and implementation.

Apr 27, 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: 9.0/10 Not
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Pros: The product is simple to deploy, administer, and the user interface is excellent. There are many competitors, but few offer the same value and functionality.

Cons: A Business Associate Agreement should be included at all subscription levels if required for compliance, and not offered only the highest subscription level.

Overall: We have a comprehensive service and inventory management solution at a very reasonable cost.

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.

We are just finishing implementation of the asset management portion of Samanage for 6 companies.

Apr 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 deployment, great support, and excellent reporting. Right now, we are integrating with our Zendesk helpdesk software but by September, we plan to fully implement the entire Samanage product suite.

Cons: No dislikes so far. I would like to see a them integrate a training manager for our companies so we can track security training.

Overall: Excellent reporting for asset management. We are also using the contract management piece even though we didn't see a specific need for that before we purchased.

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'.

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 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.

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 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
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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.

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
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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.

optimized for efficiency

Mar 24, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: I love that my agents don't have to do tasks in repeat. Also, easy to track tickets and assign to other agents

Cons: Feature packed, price a bit on the high but excellent customer service, so nothing much to say. Good job!

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.

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
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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.

Easy to rollout across company, product pulls in tons of data to make inventory management a breeze!

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: 8.0/10 Not
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Pros: We use Samanage for inventory management. What's nice about the software is that you can roll it out easily to any networked machines, and then add the misc others in as needed.

Cons: I wish it was a bit easier to install on Linux machines, but that is par for the course with Linux and a lot of software, so not a deal breaker.

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
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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

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.

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
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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.

Easy to use and configure, very functional

Mar 08, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: Software is easy to navigate through and interface is simple. Support is fast and kind. Every feature serves its purpose and it has many of them. Easy to use and to fully configure

Cons: It has some problem and customization is limited. It has a lot of features but some seems unnecessary and just makes the interface more complex and messy.

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.

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
Likelihood to Recommend: 9.0/10 Not
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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
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

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
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.

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
Likelihood to Recommend: 9.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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
Likelihood to Recommend: 9.0/10 Not
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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.

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
Likelihood to Recommend: 10.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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
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!

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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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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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
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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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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
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Pros: Easy interface for all the users.

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

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

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

Very Convenient and User-Friendly

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