Samanage Software


 

Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM). Samanage offers comprehensive service desk functionality that helps your business respond to service requests, resulting in improved support. 

Samanage is cloud-based software offered as an annual subscription. In the system, users can manage service tickets and company assets. It also works on the go from any smartphone or tablet equipped with a web browser.

Samanage integrates with other applications, including Google Apps, Salesforce.com, OneLogin and over 140 other applications.

Users can submit service tickets through either email or the powerful self-service portal. The portal empowers users to search for a solution independently using the system's configurable Knowledge Base; they can also submit a new request and check on the status of a pending issue.

 

Samanage - Reporting dashboard
 
  • Samanage - Reporting dashboard
    Reporting dashboard
  • Samanage - Incident manager
    Incident manager
  • Samanage - Service desk
    Service desk
  • Samanage - Asset manager
    Asset manager
  • Samanage - Service catalog
    Service catalog
  • Samanage - Risks tab
    Risks tab
Supported Operating System(s):
Web browser (OS agnostic)

283 Reviews of Samanage

 

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Software Advice Reviews (57)
More Reviews (226)

Showing 1-20 of 57

Dennis from Emerus
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2017

February 2017

Samanage is Great

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

Samanage is a great help desk system. Its ease of use makes it very easy to use for anyone. It is a very robust system and the configuration is very easy and self-explanatory.

Pros

ease of use
easy to configure
price is amazing
Grows with you.

Cons

Haven't run into any so far

Advice to Others

If you need a help desk try Samange

 
 

Patricia from ACHC
Specialty: Food / Beverage
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

Review as a Requestor

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

I have only needed to use this a few times as part of our work order system. I have found it hard to navigate at times.....although I have to admit I am probably not the most tech savvy. With that said, you might consider making some things more "user friendly".

Pros

I like the flow of the work order process.

Cons

I do not find all of it particularly intuitive.

 
 

Margaret from ACHC
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

We love Samanage!

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

Samanage is the perfect software for group communication! We use the "Incidents" feature the most as a way to request and track marketing work orders. Samanage allows for internal users to see all open work orders, as well as comment with feedback. It provides a great timeline/record for marketing tasks, as well as an archive for completed documents and projects. We

Advice to Others

Get it!

 
 

Anthony from ACHC, inc
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

This software is fairly easy to use

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

This program is easy to use. As a work order requester, I do not want to spend time to read the direction. It has everything I need. The interface is very intuitive that I do not have to read helps to understand what I need to do.

 
 

Barb from ACHC
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

Samange Efficiency

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

The software provides an efficient way to manage work orders.

Pros

Efficient and easy to navigate

Cons

Once an email account is created, it should store those email addresses so that you do not have to keep typing them in

 
 

Jasom from ACHC
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2016

November 2016

Great project management software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

As a contract designer, I am not in the office. My boss can easily assign tasks to me and give me all the content, deadlines and details I need in order to fulfill a design request. My boss is able to view the progress of the request without having to be directly involved by looking at the comment trail and proofs that I upload. I can easily communicate to the job requestor and stay on track. I wish more companies I work for had a job tracking software like this.

Pros

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

Cons

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

Advice to Others

This software is great

 
 

Rebecca from ACHC
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

Good for Work Order Management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

We do not utilize the software like most. We use it for our company to submit design work orders. It let's us easily manage our work load and keep everyone up-to-date on the status of their work orders. I'm able to easily make reports and set approvals and requirements for the requestor so we are able to get all of the information we need. Our requestors love they can reply to the email to leave comments. The only minor complaint I have is customization - like not being able to change the word "Incidents." Overall, I love that we switched to Samanage and love the customer service.

Pros

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

Cons

Customization of fields

 
 

Shawn from Sange de Cristo Hospice
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

Samanage does the job

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

Samanage is a good product with a ton of features. We can track and manage our helpdesk tickets with ease. The user interface is quick and easy to learn. I like the ability to use it for many different departments in the organization.

Pros

Good interface, easy to pickup and work with. Customer emails look good. Customer support is knowledgeable.

Cons

No notifications for completed tasks. Service catalog can be difficult to setup correctly. Roles take a bit of time to dial in. Expensive

 
 

Lindsey from National Radiology Consultants
Specialty: Healthcare / Medicine

August 2016

August 2016

Samanage-All your needs rolled into one!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

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.

Likes Least

So far, I have found nothing about the product I dislike. It is user friendly and robust.

Recommendations

Samanage has excellent customer service, so if you are unsure of exactly what your needs are, their implementation team will help with every resource they have. When dealing with asset management and help desk needs, customer service for you is as important as customer service for your customers. Samanage outperforms each of their competitors.

 
 

Misty from Service Group
Specialty: Software / IT

August 2016

August 2016

Sleek and customizable tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

I love their willingness to listen to the users and make changes for the better.

Likes Least

There are so many options for customization, sometimes you can get lost. But I am not sure that is a bad thing.

Recommendations

Look at this product for a most suitable tool for your environment. You dont always need all of the bells and whistles other products have. Because if you look at Samanage, it can probably do the same thing.

 
 

Sean from Service Group
Specialty: Insurance

August 2016

August 2016

A right sized tool for our business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Easy to understand interface and quick response time to concerns.

Likes Least

As easy as it is to tailor the tool to your needs within it's limits, it's limits are very definite. There isn't any unique ways to customize the tool outside of the provided features.

Recommendations

Explorer the single sign on options before taking the leap.

 
 

Danielle from Partners Pharmacy
Specialty: Pharmaceuticals

August 2016

August 2016

User friendly system

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

Sammanage is very user friendly and easy to learn. System design is set up so features are easy to find and understand. Learned to use the system in a matter of minutes because all of the features that I needed were easy to understand and right in front of me. Also I like the Dashboard feature as it lets me see all of the information I need in one place.

Likes Least

Ticket search is not in numerical order by ticket number.

Recommendations

Thoroughly use the software before making an evaluation.

 
 

Jordan from Oneida Total Integrated Enterprises
Specialty: Engineering

August 2016

August 2016

An amazing product that is in the top of it's industry.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Their support is amazing and they are friendly, helpful. The product is innovative and new features come out all the time.

Likes Least

That some of our community driven requests fall to the way side for more advantageous product updates. It would be nice for more feature requests to make their way into the final product.

Recommendations

Give Samanage a try. It's pretty awesome. It also has a new look and feel to it that is not "dated" like most other ITSLM products out there.

 
 

Karl from MRIGlobal
Specialty: Non-Profit

August 2016

August 2016

A great product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Samanage brings together Service Desk with it's ticket system and service requests and IT Operations with Problem and Change Controls together in one system and it's supported by a company that actively listens to recommendations and requests and acts on them when the community recommends them.

Likes Least

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

Recommendations

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

 
 

Darwin from Partners Pharmacy
Specialty: Healthcare / Medicine

July 2016

July 2016

Efficient and easy to use!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

The hub customization is very easy and can be very informative. Product can increase efficiency due to simplicity. Easily pull up reports necessary to analyze efficiency. Vendor support is great.

Likes Least

The search function brings up items unrelated to searched keyword

Recommendations

Utilize the cloud connector initially which can help the end users utilizing the user portal

 
 

John from Scout Marketing
Specialty: Advertising

July 2016

July 2016

A great combination of Asset Management and Ticket System.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

The integration of Assets and Tickets, plus the software agent keeping inventory automatically every hour. Support is great too.

Likes Least

I have nothing too dislike so far. Everything has been top rate.

Recommendations

Dive in and give it a try. They really thought of everything.

 
 

Ace from Partners Pharmacy
Specialty: Healthcare / Medicine

July 2016

July 2016

Perfect Service Desk Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

This product is perfect for managing incident tickets. Very easy to export reports on demand.

Likes Least

There is very little to dislike about this product.

Recommendations

I would greatly recommend Samanage. It is low cost and it get's the job done. Able to export reports as Excel or PDF files.

 
 

Chelsea from Partners Pharmacy
Specialty: Healthcare / Medicine

July 2016

July 2016

Easy to implement and use!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Live support is a click away, easy user interface, easy implementation, very little training needed!

Likes Least

Reporting needs a bit of improvement but they are already working on it!

Recommendations

It is a great tool for the price compared to the other more powerful options out there

 
 

Roland from ACL
Specialty: Software / IT

July 2016

July 2016

Great out of the box basic asset tracking

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Very simple rollout, easy to search and to export inventory data

Likes Least

risks and vulnerabilities are not very usable to identify and mitigate outdated or forbidden software. Features need to be added and automated

Recommendations

Good basic tool for asset tracking if all you need is an inventory. We are not using the other features

 
 

Sam from Light
Specialty: Other

July 2016

July 2016

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

We enjoyed how Samanage was ready to go out-of-the-box but also offers advanced features and is highly customizable. The service portal can easily be branded, without wasting hours.

Likes Least

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

Recommendations

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