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

403 Reviews of Samanage

 

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Software Advice Reviews (64)
More Reviews (339)

Showing 1-20 of 64

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

February 2018

February 2018

Amazing product, outstanding service.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I would love to see help desk software that offers an "a la carte" option for features so you end up only paying for what you want. Samanage comes closer than any other offering I researched.

Pros

Very simple to use.
Great interface.
Gives me the features I need at the right price without overwhelming me.
Customer support is the best I've seen yet.

Cons

Reports could be better, but they're still good for what I need them for.
In order to add another domain, I have to upgrade to Professional.

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!

 
 

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

Customer 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

Customer 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

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

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

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

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

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

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

Customer 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

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.

 
 
 
Showing 1-20 of 339


February 2018

February 2018

Great ticket software

Ease-of-use

Functionality

Product Quality

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

Easy to update tickets, easy for the user to just reply to the ticket. Quick loading and nice tracking system.

Cons

Updating tickets is a hassle sometimes, to assign users you have to click edit if you are in the ticket instead of just selecting a drop down from the service view.

Review Source: Capterra
 

Chris from Dilley ISD
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Great Work Order System

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

What I like most about this product is that I can filter work order really easy and the reporting feature is detailed.

Cons

What I like the least is just for now I hope. The app crashes when I try to see a ticket. This is only IOS that I know of.

Review Source: Capterra
 


January 2018

January 2018

Easy to deploy, great vendor integration, and ease of 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

This software is easy to use for both the administrator and the user. It includes everything we need. We will be able to use it as an asset management tool, offer a solutions database to user's, and provide a change control tool for IT Staff that will be implementing system changes. It provides user feedback when their tickets are accepted and informs them when they are complete. We will be able to track the Help Desk response time and receive customer feedback. This tool is especially helpful when being audited for SOX controls. We are often asked to provide proof of compliance and we can print out the tickets to provide auditors. It is a great overall help desk tool with a couple of extra benefits all rolled into one. The vendor has been excellent provided us with support and answering questions within hours of the time they were asked. We have had weekly meetings prior to deployment and the overall knowledge has been excellent. I would definitely recommend this product to anyone looking for a help desk soluton

Review Source: Capterra
 

Keith from Security Bank
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2018

January 2018

Great product and great people.

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's the best service desk. We demoed soft ware over 6 months and Samanage was the best.

Pros

This is a great package. We can easily track SLA's, inventory, and issues. The Agent loaded on the PC gives us tons of valuable info. The interface is clean and east to use.

Cons

The Asure integration could be better.

Review Source: Capterra
 

Jose from Hillsides
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

January 2018

January 2018

The product provides many useful features, which will help boost customer service.

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 able to streamline requests with the use of Catalog Items. We are able to speed up the time required to address submitted issues with the aide of Solutions and easy to use service desk. We love that we can comment on a ticket and the user will receive an email, even better when grouping incidents as a Problem.

Pros

Solutions. A lot of the tickets that are submitted can easily be fixed. We end up send employees a canned response for common issues. With solutions, employees can receive the resource without having to submit an incident.

Cons

So far, everything is good. The only small thing I dislike is the inability to search for users from the admin portal. I have to toggle between screens to find an employee, unless I create a filter.

Review Source: Capterra
 


January 2018

January 2018

The product is stable and reliable

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

Integration of modules and Cloud based system

Pros

The integration of the modules I use each day. Each module has a relation which can be switched by a specific link in each page

Cons

A more refined searching capability. When looking at an Incident, I would like to be able to search for the Incident number, not everything that matches. Possibly the ability to search specific items or all of them

Review Source: Capterra
 

Nathan from DilleyISD

January 2018

January 2018

It's very easy to 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

very easy to navigate through the website. Makes it easy for me to see what work orders I have done and what I still need to do.

Cons

The app crashes on me daily. Nothing really bad for me to say about Samanage just that the app keeps crashing.

Review Source: Capterra
 

jared from CenterGrid

January 2018

January 2018

ease of use, intuitive and friendly to learn.

Ease-of-use

Functionality

Product Quality

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

Implementation of ITIL and ease of use. The SLA integration helps keep our customers happy. Change process is easy to use and attach incidents.

Cons

notifications bell is glitchy and not mouse wheel friendly. Having multiple tabs open does not sync well with each other.

Review Source: Capterra
 


January 2018

January 2018

Overall great, but search not always reliable.

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 that Samanage integrates well with the ITIL framework. I connects Asset, Incident and Change Management really well.

Cons

I find that the search function isn't always reliable. I search for things that I know exist, but Samanage doesn't bring it up in the results.

Review Source: Capterra
 

Kim from CenterGrid

January 2018

January 2018

Application is very user friendly

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

This product is very easy to use and understand. It is built on ITIL Foundation and the features like Incidents, Problems, Changes, Releases, Knowledge Base, CMDB, etc. all in one place are a huge benefit.

Cons

One of the biggest Cons about this product is the search feature. It is very difficult to navigate back to where you were before performing a search.

Review Source: Capterra
 

Matt from CenterGrid LLC

January 2018

January 2018

Sleek, customization required

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

Easy to use, tickets are easy to update and the interface is not cumbersome or slow like other service desk solutions I've used.

Cons

There does not appear to be a single view dashboard feature where I can look at all open tasks assigned to me. (incidents, changes, etc) You can get this by changing the filters on each tab view, but you can't see both at once. This may be remedied by the new UI they're rolling out this month, but I haven't seen it yet so can't speak to it.

Review Source: Capterra
 

kyle from CenterGrid

January 2018

January 2018

Good, not great, but good.

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 has asset tracking which works well with ITIL practices involving change control and problem management.

Cons

The fact that you have to use 3rd party software which requires extra cost in order to integrate with microsoft active directory.

Review Source: Capterra
 


January 2018

January 2018

Samanage is incredibly easy as well as useful!

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

What I really enjoy about Samanage the most is the efficiency of the software. It is very user friendly as well!

Cons

The number of fields that sometimes need filled in manually. It would be nice to maybe find a way to make this more automated.

Review Source: Capterra
 

Jared from Security Bank

January 2018

January 2018

Samange implementation has been great.

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

The ease of setting up the helpdesk and creating workflows that fit our business. The asset management function with its agents deployed on all machines makes tracking a breeze.

Cons

There is not much to dislike with Samanage. If anything could be improved it would be the ability to add variables to Service Request titles.

Review Source: Capterra
 

Jim from Amphenol TCS
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

January 2018

January 2018

Moved from an antiquated help desk to leading edge solution in a few weeks

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

Love to acknowledge great companies

Pros

Ease of use for both users and backend folks. Responsive tech support. Active community forums. Excellent customer support.

Cons

Lots of advanced features that lie underneath that requires a little more effort to grasp, but overall, out of the box, the feature-set rocks.

Review Source: Capterra
 


January 2018

January 2018

This product is both user friendly on back and front end.

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 able to implement ITIL methodology with a ticketing system.

Pros

I like that the setup is very easy and self explanatory. My internal team will be able to manage this system going forward without much training.

Cons

We aren't able to report off of custom fields on the catalog forms even though we can do so on the incident form.

Review Source: Capterra
 

Neal from Investors Title Insurance Company

January 2018

January 2018

The experience was smooth and easy. Great to have a account team that I can call.

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

The software was easy to use and easy to change. My team found that entering tickets took about 2/3 less time to enter tickets. We are already seeing and increase in ticket volume. Also the email Integration in the best that I have seen with all the tools on the market.

Cons

The software is missing a few things, but they are always pushing out new items. Great platform for an ITSM tool.

Review Source: Capterra
 

John from Security Bank
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Easy to use with lots of features

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

Incident and inventory tracking, productivity and risk management

Pros

The ease of use and the customer service are outstanding. They are constantly rolling out new features for their customers

Cons

There is a distinct lack of customization in some aspects, but unless that is a defining factor for you, it doesn't take much away from the product.

Review Source: Capterra
 


January 2018

January 2018

Overall successful and happy

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

Ease of use and deployment. Their deployment team worked hard to get everything we needed setup and working

Cons

missing some features such as active searching of solutions while submitting tickets. As well as support is scarce after implementation

Review Source: Capterra
 

Turner from JMI

January 2018

January 2018

Simple, Flexible, Room to expand

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

The solution is very simple to use, however has the complex features you'd be looking for in a ITSM tool. API integrations, and multiple SSO options. Even the agent is complex.

Cons

Azure AD integration is not currently working 100%, and this is a large limiting factor on the current software.

Review Source: Capterra