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.



462 Reviews of Samanage

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 462 reviews

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.

October 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

October 2018

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

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.

September 2018

Chad from J. J. Powell Inc / Snappy's Convenience Stores

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2018

Great for simple asset management

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.

September 2018

Spencer from MongoDB Inc.

Company Size: 501-1,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Excellent software! Love it.

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.

September 2018

Malcom from CHITSA IT LLC

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Experience Review with this awesome product

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.

September 2018

Jonathan from REDW LLC

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

September 2018

Samanage - Great Tool For Service Desks

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.

September 2018

Mike from Cornerstone University

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

4 of 5

September 2018

Great software

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.

September 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

September 2018

Samanage review

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

September 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2018

Great Value

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.

August 2018

Patrick from Celldex Therapeutics

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

August 2018

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

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.