Who Uses This Software?

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


Average Ratings

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

Product Details

  • Starting Price
    $19.00/month/user
    See pricing details
  • Pricing Details
    We have 3 flexible editions starting at $19/agent/month & $.40/asset/month.
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

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

About Samanage

Samanage is the most reviewed and highest rated IT asset management solution. Our software isn't just about churning out loads of metrics, data, and reports (even though we have all of that!), its about simplifying complex tasks and automating basic ones. Simply track your hardware, software, contracts, purchase orders, licenses, and warranties in one place. Save valuable time and allow yourself to deliver faster and smarter services, so you can stop living fire to fire.


Samanage Features

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

Samanage Reviews Recently Reviewed!

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

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

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

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

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

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

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

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
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Pros: Simple to implement and use, good support

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

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

Easy to use and superbly clear to manage workloads.

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

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

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

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

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

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

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

A Good Entry Level ITSM Tool

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Simplicity of the interface
Full set of ITSM features
Easy setup and configuration
Training our staff was a breeze

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

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

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

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

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

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

New Customer to Samanage- Great Product

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

Excellent experience overall

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of use and fluidity of how everything works.

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

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

Samanage is a great tool

Mar 27, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use. It incorporates assets in with the incidents. As well as problem and change management.

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

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

Multi-task app makes you improve!

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to setup, user friendly, multi-task

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

CMI First Week Survey

Mar 23, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Online, low learning curve, plenty of deeper features for the future

Cons: Cannot do assignments to staff via email

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

Great System

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Samanage is a great product and the implementation team is quite awesome. Plenty of documentation and videos that can guide you through the process as well.

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

Samanage review

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: ease of use

Cons: the name is difficult to pronounce

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

Great platform for asset management and trouble ticket

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Flexibility

The "Sand Box" approach.

Support.

Cost effective

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

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

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

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

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

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

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

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

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

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

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

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

My reason for not giving 5 stars across the board:

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

Sarah and Samanage

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Streamlined and very strait forward. User friendly and most importantly very productive for our team

Cons: Price can go down a bit

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

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

First look at Samanage help desk

Mar 23, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

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

Amazing IT management software

Mar 23, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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

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

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

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

Samanage, a true ITSM game changer!

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy, simple, cloud based, very functional

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

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

Service Desk with a Smile

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to configure and a support staff that readily available to assist with even mundane questions.

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

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

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

Great Help Desk Solution

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Customizable and clutter free helpdesk
Customizable Reports
Outstanding Support
Supportive Community

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

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

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

The MOST user friendly Helpdesk on the market today!

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Fresh
Easy
Simple
Great support
Powerful
Innovative
Constant updates

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

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

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

Samanage is Awesome!

Mar 23, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is easy to use and very powerful.

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

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

Recommendations to other buyers: Buy it and Use it.

Samanage Helpdesk Best!

Mar 22, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions

Cons: A lot of features but some seem unnecessary.

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

Easy to implement and use IT Helpdesk system

Mar 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Helpdesk ticket automation

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

Recommendations to other buyers: Yes

Outstanding!

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

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

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

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

Excellent Customer Service and Expertise

Mar 21, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The variety of uses for this software is relatively unlimited!

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

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

Built for both sides

Mar 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

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

Looks like it will be exactly what we need!

Mar 21, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We have not actually used it yet, but I like the friendliness of the interface.

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

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

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

Great Software!

Mar 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: It has workflow approval where it allows us to be more timely with setting up new users or getting them a new piece of equipment.

Cons: Doesn't include a patch management feature.

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

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

Great job Samanage

Mar 21, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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

Samanage review

Mar 20, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Samanage agent to track assets, Jira integration for service desk

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

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

Really Clean

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Practically no learning curve. I was able to jump in and work in minutes of getting an account.

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

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

RB Byrne Dairy

Mar 20, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The GUI interface

Cons: None

Overall: Excellent GUI Interface
Great reporting
Nice Flow
Has the features we were looking for in an all in one help desk application.
Gives us the ability to track our devices as well as our support tickets.
Overall it was the best application we tested out of 3 competitors.

Recommendations to other buyers: None

Simple yet amazing

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

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

Eric's Review

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

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

Everything we need in a ticketing system

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

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

Overall Good System

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

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

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

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use and loaded with features and customization.

Cons: Nothing so far.

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

So far - So Good

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

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

Ruth's Review

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Very easy to setup and configure and easy to learn how to use it.

Cons: Nothing that I can think of.

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

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

Product Revolutionizes Service Desk and Asset Management

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: We are in the middle of implementing the Samanage Service Desk and Asset Management product. The implementation support team is incredibly responsive--answering our questions within a couple of hours (usually much less) of submitting them. The collaboration tools are awesome and have helped us get organized. And the products are easy to use! Even for newbies!

Great Product. Great Service

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Looks and functions great. Easy to use. Never any major issues or interruptions in service.

Cons: None

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

Recommendations to other buyers: Keep up the great work.

A promising product

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

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

new samanage implementation

Mar 20, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: support for workflows

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

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

Samanage - Software

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

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

Great for our Asset tracking!

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use.

Cons: None yet.

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

Recommendations to other buyers: Not at this time.

xG Health Review

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Simple GUI and ability to pull reports.

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

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

Looks like it will be very helpful!

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

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