Samanage Software


 

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

Samanage is a cloud-based software offered for 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 inbuilt self-service portal. The portal empowers users to search for a solution independently using the system's configurable knowledge base. Customers 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):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

450 Reviews of Samanage

 

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Software Advice Reviews (74)
More Reviews (376)

Showing 1-20 of 74

Spencer from MongoDB Inc.
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Excellent software! Love it.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I like with this product is the user portal very easy to use and to unferstand for the users. I highly recommending this!

Cons

None so far. As the past months that I've been using this Im still amaze with this products because of its scopes of work.

Review Source
 
 

Malcom from CHITSA IT LLC
Specialty: Software / IT
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

Experience Review with this awesome product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Everything works super smoothly and achieved all my expectation with this product. It is also extremely super easy to set up.

Cons

Emails may not work sometimes. And also Im not having a much more ability to edit when some features runs like auto-scan.

Review Source
 
 

Brent from VitalSmarts
Specialty: Education
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

Great support experience for users

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

I can submit IT help desk tickets from email or by logging into the app in a browser. Samanage updates me via email whenever progress is made, comments are posted, or updates occur on my tickets. Overall, Samanage has lead to quick and thorough resolution of my IT help requests.

Cons

I'd love to have a way to directly chat with the help desk. This feature, if it exists, isn't enabled for me. However, email works well. I'm not aware of any other "cons" for Samanage.

Review Source
 
 

Eric from Turning Technologies
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

In the three years we've used Samanage we've had just over 7,000 tickets, we've been able to add and remove administrators and task users as needs arise and jobs change. We use it for onboarding, offboarding, inventory & ticketing. Works great.

Pros

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

Cons

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

Review Source
 
 

David from NGC Group Inc.
Specialty: Construction
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

#1 Help Desk Ticketing Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Sachin from Wayfair
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2018

May 2018

A little better is expected off of them.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Jean-Louis from Marin Ventures Inc
Specialty: Manufacturing
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2018

May 2018

Enterprise Quality at a reasonable implementation cost.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Vijay from Infobahn Softworld
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Best asset management and benchmarking

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Savvy from Infobahn Softworld Inc
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Its Asset Management feature is just great

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

George from Infobahn Softworld
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Fastest Path To Service Management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source
 
 

Maddy from Infobahn Softworld
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Great for building a helpdesk from scratch

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Manmeet from Accenture
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

December 2017

December 2017

samanage review!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Customizable and clutter free helpdesk Customizable Reports Outstanding Support Supportive Community

Review Source
 
 

Chris from DCA
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2017

December 2017

Very User Friendly and Intuitive Asset Management Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Parteek Singh from Hutchin Hill Capital
Specialty: Engineering
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Great Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Maria from Epsilon
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

Review Source
 
 

harmandeep singh from New York University
Specialty: Education
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

November 2017

November 2017

samanage

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Jason from CACOST
Specialty: Non-Profit
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2017

November 2017

Buy something else worth your ROI

Ease-of-use

Functionality

Product Quality

Customer Support

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.

Review Source
 
 

patrick from redefined technologies
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2017

August 2017

Help Desk Needs No Help

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source
 
 

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

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

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

Pros

User-friendly; customer satisfaction data; clean layout & design; easy report exporting; incident filtering

Advice to Others

Get it!

 
 
 
Showing 1-20 of 376


October 2018

October 2018

Good Out-Of-Box product for small, scalable team

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.

Pros

I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.

Cons

There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.

Review Source: Capterra
 

Chad from J. J. Powell Inc / Snappy's Convenience Stores
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Great for simple asset management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We used this prodcut to help better track our hardware and software assets. It was easy to set up!

Pros

This is very functional and easy to use. Cloud-based storage for your asset management is very convinent.

Cons

There are many features available, this occasionally makes it overhelming.

Review Source: Capterra
 

Jonathan from REDW LLC
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Samanage - Great Tool For Service Desks

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Overall the software and the support have been a home run!

Pros

Easy to implement and manage. Clients find the portal easy to use and move around. ITIL functionality is great!

Cons

Technicians wish it had an auto refresh tool to update the queue.

Review Source: Capterra
 

Mike from Cornerstone University
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Great software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Everything WORKS. We have used similar software in the past, but email notifications would SOMETIMES work, newer features were always spotty - with Samanage, everything has been rock solid. When something doesn't work, the chat support team has been phenomanal

Cons

I do wish that some fields, such as fields for hardware like "model" could be overridden with manual entry. The agent is nice, but we have certain naming conventions for separate purchases that we like to use.

Review Source: Capterra
 


September 2018

September 2018

Samanage review

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

- User Portal is easy for users to use.
- Able to create sefl-service portal for common issues.
- Service catalog - for routined tasks
- Powerful reporting capabilities
- Excellent customer service

Cons

- No option to automatically change a ticket’s status when an agent responds
- Complicated groups and permissions

Review Source: Capterra
 


September 2018

September 2018

Great Value

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We have been using Samanage for almost a full year now, and don't have too many complaints. It has a lot of functionality and is solving for our ticket system, inventory, and change management needs.

Pros

I love the ease-of-use. Samanage is extremely easy to set up and maintain. It's truly a simple product with beefy capabilities.

Cons

The Azure integration could be better. There are no way to properly federate departments with the current state. Notifications can get a little out of hand, and there isn't a lot of customization you can do with them. I also wish Due Dates would send notifications, but they do not, even though that seems like something pretty standard.

Review Source: Capterra
 

Patrick from Celldex Therapeutics
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

Samanage is an easy to use solution that makes my life so much easier

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We are in the pharmaceutical industry and have implemented samanage over 2 years ago. The system is perfect and easy to use which enables users to understand the problem and submit tickets!

Pros

The ease of use. The system allows the natural flow of tickets into problems, problems into changes and the audit trail is perfect for our validation/qa friends. We love that the API is easy to intergrate and have pulled in our sharepoint system with the API to automate tasks like account creation/separation.

Cons

The system could uses a few tweaks but I think this is just growing pains. The Samanage team has been straightforward with what they are implementing and changes are being released consistently. Over the past two years of having the system, I can say the updates are wonderful and truly address issues. Not purely cosmetic.

Review Source: Capterra
 

Hung from Unis Hanoi
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

Easy to work with, easy to integration but need more thing for workflow

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We using Samanage for service desk and inventory, from 2015, we were like the first customer, we give a lot of ideas for them to improve the product. We now using Samanage for IT, Operation and HR department, for the next time we may offer to another department like Business Office. We have the plan to do some application using Samanage API for improve reporting.

Pros

API very good, can do anything with API. We also create some own application to work with the ticket, other assets by API.

Cons

Workflow part need improve more, like we need input step, Samanage should compare with other software for workflow like Kissflow, also, user interface not very friendly for the user.

Review Source: Capterra
 


July 2018

July 2018

Very easy to use, helps ticket management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

It is simple but customizable to any detailed-degree you want. It gives you everything you expect out of an incident management tool, and they are constantly improving capabilities.

Cons

There is a LOT you can do with the tool, but we found that it was best to wait for some customization until we'd gotten a fair amount of usage. We over-engineered automations at the beginning that we had to dial back because it was overkill.

Review Source: Capterra
 

Timothy from Medimmune
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

July 2018

July 2018

I needed a cloud-based asset management solution that enabled easy collaboration for my teams.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Other applications that offered a cloud based solution required AD integration, which was going to be an issue for me. The main benefit is my teams located internationally share the same software package which makes it easier for me to ensure the proper processes are followed.

Pros

Samanage is cloud based which gives my international teams the ability to view and report on the same set of data without needing separate local client installs. Easy reporting tools allows me to quickly access any information regarding our inventory.

Cons

I don't have the ability to edit when the auto-scan feature runs, and I would prefer a directory structure to view assets.

Review Source: Capterra
 

Itzik from Kenshoo

July 2018

July 2018

If they have Linux support it will be perfect

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

it's easy to use, it has a lot of edit fathers that allow you to set it up for your organization.
Also, the GUI is really nice

Cons

no client for Linux (Ubuntu) i have over 200 Linux workstations and we can't use the software with it

Review Source: Capterra
 


July 2018

July 2018

Amazing internal and external customer service portal

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Asset management, asset auditing, help desk ticketing system.

Pros

Amazing help desk ticketing system, it integrates with our two email inboxes for internal and external support. Our internal employees use one address while our external clients use the other. Everything goes into the same queue and are labeled and categorized appropriately. When we comment and attach documents on a ticket via Samanage, the requester gets a nicely formatted (and extremely customizeable) email with the details.

The other great thing is the asset management software, you install the agent on any company computer/phone and it gives you an immense amount of information and auditing capabilities. It will literally tell you the manufacturer and serial number of monitors plugged in (even the laptop LCD screen!)

Also, support is great! You can chat with someone whenever you want and they're very good about either answering right away, or researching the issue and following up later.

Cons

It costs a decent amount, and depending on how many administrators you have the costs can jump up. But I will say it's well worth it for all the features you get.

Review Source: Capterra
 

alex from persado

July 2018

July 2018

simple to set up and easy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

It is a setup and forget kind of software, its there when you need it and when you just dont have the bandwidth to deal with tracking this software just makes life easier

Cons

so far nothing notable, we have been using this for a while now and it just keeps track of hardware that its downloaded on.

Review Source: Capterra
 

Britney from Jackson Public School District

July 2018

July 2018

Very great experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Tons of benefits it helps make our job easier each day because we definitely utilize this software on a daily basis.

Pros

I like being able to schedule tickets and notify the users that we're coming; this software is definitely a major part of our daily task.

Cons

n/a-I don't have anything bad to say about the software honestly..I'm glad to have it as apart of my daily job.

Review Source: Capterra
 

Michael from Brandt
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

Ease of use and I can use it from my phone and tablet. The Samanage Helpdesk and HW inventory tools will allow IT to keep better track of our property as well as keep user requests from slipping through the cracks.

Cons

Nothing yet.

Review Source: Capterra
 

Bruce from Lakeside Industries
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Easy to implement and use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 


May 2018

May 2018

Easy ticket manage, saves time

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

Review Source: Capterra
 

Craig from CCI Systems

May 2018

May 2018

It's been okay but could be better.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It is fairly easy to use.

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.

Review Source: Capterra
 


May 2018

May 2018

Great application, for small scale environment.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Ryan from CCISystems

May 2018

May 2018

Promising start, but then disappointed

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra