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.



471 Reviews of Samanage

Overall rating

4.59 / 5 stars

Filters:

Showing 1 - 20 of 471 reviews

January 2019

Darwin from Trendy Stream

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

January 2019

Strоng рrоduсt fоr strоng соmраnіеs

Pros

Eаrlіеr, I wоrkеd wіth оthеr рrоduсts bесаusе I hаvе thе орроrtunіty tо соmраrе. Fіrst оf аll, I’ll nоtе thе usеr іntеrfасе, іt lооks рrеtty nісе аnd vеry sіmрlе. I thіnk sо muсh sо thаt еvеn аn іnеxреrіеnсеd usеr саn fіgurе іt оut wіthоut аny рrоblеms, аnd thіs іs іmроrtаnt, nо mаttеr hоw strаngе іt sоunds. It wаs аlsо а grеаt surрrіsе fоr mе tо sее sоmе fеаturеs thаt I hаdn’t sееn bеfоrе. And thеy turnеd оut tо bе vеry usеful fоr us. Wе rеsоrt tо usіng thе аррlісаtіоn іn thоsе sіtuаtіоns whеn thеrе іs а nееd tо suрроrt оur сustоmеrs. Thе еrаsurе оf аll іnсіdеnts аnd thе dіvіsіоn іntо dіffеrеnt саtеgоrіеs аnd thеіr furthеr рrосеssіng nоw раssеs vеry quісkly wіthоut lоsіng іts еffесtіvеnеss.
Sаmаnаgе іs аblе tо рrоvіdе vеry gооd орроrtunіtіеs fоr аlmоst аny соmраny, rеgаrdlеss оf іts vоlumе. Yоu саn hеrе sее а lаrgе numbеr оf tооls thаt suіt yоu wеll. Bесаusе thіs аррlісаtіоn іs wоrthy thаt I bеgаn tо rесоmmеnd іt tо my frіеnds.

Cons

Thе оnly thіng thаt I wаs а lіttlе dіsарроіntеd hеrе wаs thе rеstrісtіоn оn сustоmіzіng thе аррlісаtіоn fоr my оwn stylе оf wоrk. I usеd tо sеt еvеrythіng uр fоr mysеlf аnd wаs рlеаsеd wіth іt. Hеrе іt іs nоt. Unfоrtunаtеly, thіs орроrtunіty hаs nоw bееn lоst fоr mе. But I dоn’t thіnk thаt іt’s wоrth fосusіng оn thіs. Thіs іs nоt а flаw іn thе рrоgrаm, but рurеly my vіsіоn. Othеrwіsе, еvеrythіng іs grеаt - thе wоrk gоеs оn wіthоut dеlаy, аll thе еlеmеnts wоrk аs thеy shоuld.

January 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

5 of 5

January 2019

Great tool for medium-large companies

Pros

It's a really complete platform where you can find multiple solutions for different industry sectors.

Cons

As an startup member we did not find it really useful since we are a small company.

January 2019

Rita from Extra Vital Science

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Tор-1 mаіntеnаnсе sеrvісе

Pros

Sаmаnаgе іs еаsy tо іnstаll оn sеvеrаl mасhіnеs іn just а fеw mіnutеs. It рrоvіdеs еаsy wоrk еvеn іn thе соmрlеx IT іnfrаstruсturе, lіkе оurs. Whаt wе аррrесіаtе іn Sаmаnаgе іs іts funсtіоn tо fоrm а саtаlоg оf sеrvісеs whісh thе usеr іs аblе tо rеquеst. Thеn іt оffеrs а роssіbіlіty tо сrеаtе nеw іssuеs аnd stер-by-stер іnstruсtіоn оn hоw tо оvеrсоmе аnd sоlvе thеm. Duе tо thе hеlр оf thе соnsоlе, wе mаnаgе dіffеrеnt рlаtfоrms оf оur соmраny іn оnе sресіаl рlасе. Gеnеrаlly, wе usе thіs sеrvісе fоr thе mаіntеnаnсе оf оur IT dераrtmеnt, sоftwаrе, аnd аssеt mаnаgеmеnt. Sаmаnаgе fеаturеs іnсludе suрроrt, hаrdwаrе аnd сhаngе mаnаgеmеnt, соntrасt stоrаgе, rіsk dіsсоvеry, аnd mоrе. Thіs рrоfеssіоnаl sеrvісе іs quіtе аdарtаblе аnd tеrrіfісаlly flеxіblе, іndееd. If yоur nееds mаkе yоu lооk fоr а suіtаblе аnd flеxіblе sеrvісе dеsk, tаkе а dесіsіоn іn fаvоr оf Sаmаnаgе. It hеlрs yоu tо еstіmаtе thе lеvеl оf yоur оwn sеrvісе рrоvіdіng. If hаvіng аny рrоblеms wіth іt, Sаmаnаgе оffеrs а grеаt funсtіоnаlіty tо fіx thеm.

Cons

Wе tеstеd іntеgrаtіоn оf thе sеrvісе wіth mоbіlе gаdgеts аs іPhоnе аnd Andrоіd, аs wеll. Yоu саnnоt mаkе AD аuthеntісаtіоn wіth thеіr hеlр, bесаusе іt іs nоt ореrаtіоnаl. If yоu аrе а luсky оnе whо mаnаgеd tо ореn thе sеrvісе thrоugh yоur mоbіlе, yоu wіll bе dіsарроіntеd а bіt. Thе арр’s іntеrfасе іs аn оld mоbіlе wеbsіtе, whеn yоu аrе suрроsеd tо gеt just thе mіnіmаl vеrsіоn оf thе рrоduсt’s іntеrfасе оn thе соmрutеr. Bеsіdеs, іt’s nоt соnvеnіеnt іn usіng еvеn fоr bаsіс funсtіоn еxесutіоn.

January 2019

Keenan from Sardis Secondary School

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

January 2019

Amazing piece of software!

Pros

Samanage is a super easy-to-use risk management software. It is also used for inventory as well as Incident Management. The amount of features that Samanage has definitely makes it a multi-purpose application. Luckily all the features are implemented in a slick UI that is easy to navigate and quick. The customer support for Samanage is superb. This is a must-have application for any business

Cons

I have not encountered any problems or things that I dislike about this software.

January 2019

Shivani from NextPage IT Solutions

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

3 of 5

Functionality

3 of 5

January 2019

Best service desk software

Pros

Easy to implement
It is flexible and customizable.

Cons

User interface is little bit complex.
Need some more features

December 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

Modern, Practical, Suitable, Low TCO

Our organization has downsized significantly in the past 3 years. Our former ITSM solution was costly to license and maintain. Without an in-house specialist, the help of a third party implementer was required to make significant changes or implement new modules. It was beginning to feel like overkill for us so it made sense to switch to something we can maintain ourselves and where cost is more in line with the size of our organization. We had to switch ITSM tools on very short notice. Thanks to a positive reference from a peer organization, we decided to evaluate Samanage before looking at anything else. The sales team was very helpful and quick to respond to all of our questions. Our trial environment was up and running in less than a day, and production ready with Incident Management.

Pros

Samanage was easy to evaluate and we were able to configure Incident Management and migrate our Knowledgebase in just under a day with next to no assistance from the Samanage team. We are pleased that we can now utilize our implementation hours to learn the more advanced automation features of Samanage.

Cons

The mobile app is nice but seems limited. There is a real opportunity here to expand its capabilites and flexibility.

December 2018

Emmanuel from Agencias Navieras B&R

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Samanage is the Best ITSM that i have ever used.

We use samanage for service desk to 500 users on our company

Pros

KPIs
Total control of all incidents
Requests automation

Cons

none at the moment there is not dislikes regarding this product

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

All around good product.

Pros

I like the interoperability and general ease of use.

Cons

I think pricing structure could use some work.

December 2018

Jordan from Sunland Home Care

Company Size: 11-50 employees

Review Source


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Excellent Service Desk Solution!

Pros

Samanage has been such a critical resource for us to build and manage our service desk component. It's been such a relief to have our service tickets integrated with our other office software like Salesforce and Slack. Definitely a must for workflow automation!

Cons

There are quite a bit of options available with Samanage. Take the time to really review with your IT department what exactly you need, as this platform crosses into all service areas.

December 2018

Cyrus from Campbell University

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Expandable as you need it

This software has allowed us to track end user request for issues and see how the responses trend. It also allows us to track ongoing project with task etc. Though it is not a project managment software it does lend itself to easily manage small projects

Pros

easy to implement, easy to build your own knowledge base repository. Support is quick to respond.

Cons

Updates can be tricky, there is no "Test" environment to test if your data and configuration will work as you expect. So when they update you its trial by fire. Fortunately they have been pretty good about responding to any issues that have arisen.

December 2018

angela from Horizon Herbs

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Samanage Review

Pros

Samanage is flexible, customizable, easy to use, and has a great support team.
This program is essential in solving customer issues.

Cons

I have nothing negative to say about Samanage software.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

easy to use for incident tracking

we wanted a more user friendly and simpler approach for our internal users and IT staff and this was a great tool. Super easy to use in comparison to other similar software I have used

Pros

I used this at work mainly as a service desk tool for our internal users. I found this super easy to use, and manage my open incident tickets. I like the interface its fairly intuitive. I particularly like the customizable dashboard view and the colour coding of statuses so its easy to see which tickets are open or need urgent attention.

Cons

the costs of adding extra administrators so we were limited.

December 2018

ROBERT from San Juan College

Company Size: 501-1,000 employees

Review Source


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

4 of 5

December 2018

Love this product. Works great for out ticketing system

This product does all we ask for our work order system. Lots of uses and connects to our Active Directory

Pros

User Friendly, Easy to track and use audit logs. Can set SLA's. Change requests are great for tracking changes

Cons

I don't really have any cons. It would be nice if we could integrate our Deployment solution to send jobs to machines accross campus

November 2018

EBIN from RightVows Job Store

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

November 2018

A great tool to manage the ticket to issue raising problems

Our ticked resolution time has decreased considerably with the use of Samanage.

Pros

Samanage is one of the tools we use to to manage our inventory and to get more of it. It is a great tool to raise tickets and get proper tracking of all the tickets on the system. We mainly use Samanage to deliver our client the best products by maintaining our inventory and resolving all the tickets raised on time.

Cons

The UI is a bit complex as it needs more experienced personals to handle it.

November 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

Fantastic Product

Samanage is helping us to truely provide the level of service that we want to offer, as well as streamlining our tracking of assets. I cannot say enough good things about Samanage.

Pros

Samanage is by far the smoothest ITSM and Asset Management tool that I've ever used. The UI is intuitive and powerful without being cluttered, such as I find some other solutions. The integration between service and asset management is seamless and easy. The pricing is very reasonable for the benefit that we receive.

Cons

The setup is perhaps the hardest part. Getting the workflows and automations set up is a bit cumbersome, but I would expect this with any solution.

November 2018

Zackary from Lucky Table

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

Samanage is a good product for the IT department.

Pros

I work as a system administrator and our company has been using the Samanage platform for about 2 years. During this time we managed to process about 4000 tickets, without any problems, we also use the program for the inventory of data. Samanage works fine in all browsers. We were very impressed with the import functionality, and administrator capabilities, which comes out of the box. The platform offers many opportunities, but we don’t use many of them, but it forces us to develop and learn new functions.This product is great for small companies, it offers a very good price on the market, there is integration with many services such as Slack and OneLogin. Samanage is a good entry-level solution.

Cons

I do not like how the search is implemented in the system, I would like to see more functions for filtering results by date range. There is no support for iOS devices and this is very inconvenient for our technicians.

November 2018

Alejandra from Wilshire Boulevard Temple

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Great product

We recently starting using the software and so far no complaints. Support has been really helpful with any questions we’ve had .

Pros

The interface is extremely user friendly and the features are useful for our organization. Customer service is great as well so far we haven’t had trouble getting a hold of support and the integration has been smooth.

Cons

There hasn’t been anything for us to dislike about the product.

November 2018

Scott from Getronics

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

Great little ITSM

They have been a great partner to work with bending over backwards to accommodate us in our mergers and acquisitions as we consolidated tenants and imported and exported data. They listened to our feedback and incorporated some of our ideas into their final product as well. They are a company that will work with you to get the job done the way you need it done.

Pros

This is a great ITSM. We have been with them for many years and have watched them grow. They have a lot of the features of the big name systems but without the high cost. If you are looking for an ITSM that will get the job done here it is. While it does not have all the expanded features of some of the big systems it has asset management, change management, incident management and a service catalog which is all you really need to get started. Plus they have integrations with other platforms like slack for interating with your tickets. Overall a good choice for an ITSM

Cons

The only drawback would be that they are a young company and they do not have all of the in depth features of some of the big ITSM's like Servie-now and others. But then again do you really need all that complexity?

November 2018

Erich from Southwest Research Institute

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Samanage helpdesk

Blew our SpiceWorks helpdesk out of the water! It quickly found and inventoried our infrastructure and made it easy to attach assets to tickets and users. It's a quick, response and versatile tool that can easily scale to business needs.

Pros

SUPER easy to use and configure. Being web-based we didn't need to invest in additional hardware resources to host it ourselves and maintenance is no longer a concern.

Cons

Sometimes mousing over a user's profile to edit them was tricky.

October 2018

David from NGC Group Inc.

Company Size: 51-200 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

Can say enough good things...

Pros

This has been the best decision I ever made in IT. Tickets are easy, seamless, concise, and well organized. Customer service is great, too.

Cons

Would like to see an "a la carte" option for features without having to upgrade to the next level.