Samanage Software


 

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

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

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

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

 

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

391 Reviews of Samanage

 

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Software Advice Reviews (63)
More Reviews (328)

Showing 1-20 of 63

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.

 
 

Karl from MRIGlobal
Specialty: Non-Profit

August 2016

August 2016

A great product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

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

Likes Least

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

Recommendations

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

 
 
 
Showing 1-20 of 328


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
 

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
 

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
 

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
 

Christy from VG

January 2018

January 2018

Almost too user friendly

Ease-of-use

Functionality

Product Quality

Customer Support

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

It is easy to learn how to use without having to read a manual and visually appealing. I like the way you can do comments-- it feels a little like social media which everyone is used to using.

Cons

It's almost too user friendly. It feels a little dumbed down to those of us in IT. However, for use as a tool outside of IT help desk I could see why the functionality is the way it is. The page also seems to load a little slow for me and my coworkers. Not sure why.

Review Source: Capterra
 


January 2018

January 2018

Easy way to centralize IT and facilities tickets or service requests

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

Gets the job done and allows us to manage the daily trouble of our employees

Pros

Entirely web based and consumed as a service from the cloud. Can be used outside the company firewall natively and it is updated regularly. It can also be integrated with the company single-sing-on (SSO) infrastructure to make it more accessible to the users. The forms are simple but intuitive and provides a lot of flexibility in terms of the information and fields that need to be collected from the user. It also takes care of the tracking of the tickets from inception until resolution and can do automatic notifications via email.

Cons

The user interface is quite dull, it is functional and gets the job done but could benefit from a little more contemporary design. Also the dashboard view is a table that is not intuitive to use.

Review Source: Capterra
 


January 2018

January 2018

Easy to implement and run with a small 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

Incident and SLA tracking, better reporting and tracking of IT assets

Pros

Easy to implement and run with small team. It was extremely easy to set up and their support is very responsive. They are also constantly developing and improving the platform.

Cons

Inflexible in customizing certain aspects. We have a hard time getting exactly the report we want, and have had to add many custom fields to get our basic reporting done.

Review Source: Capterra
 

Sean from Adapt
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Samanage Has Been A Godsend & Delight To Work With!

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

The software itself is wonderful to use and easy-peasy to navigate!

Wonderful organization and efficiency boost in production!
My team and myself are thoroughly satisfied and excited to have such a wonderful tool to work with and in part help our company provide life saving services!

Pros

First of all all the reps that i worked with one of the rep were a pleasure to deal with and very helpful.

The software itself is wonderful to use and easy-peasy to navigate!

Wonderful organization and efficiency boost in production!

Review Source: Capterra
 


January 2018

January 2018

Using Samanage is very easy and intuitive.

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 and incident tracking.

Pros

Ease of use and customer service. The asset management piece has been a great way to keep all of the assets organized and easily accessible.

Cons

There are some limitations not only on the forms, but with the logic. I will be looking forward to updates.

Review Source: Capterra
 

Nicole from South Central Power Company
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Very happy with our new desk service 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

Time and efficiency are the key reasons we benefit. Samanage also give us workflow efficiency that we were lacking in our last service desk applications.

Pros

I love the custom filters, they make sorting so much easier. The workflows are very simple to setup. The implementation was seamless... fantastic really.

Review Source: Capterra
 


January 2018

January 2018

Great web base product; easy to setup.

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 product being web base is a big positive and extremely easy to setup. The site is very intuitive on how to use the product.

Cons

They have a tool to load on desktops for inventory but do not have a tool for network scanning. Have to use a 3rd party tool.

Review Source: Capterra
 


January 2018

January 2018

Implementation and pre-sales was a very pleasant 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

This was our first true cloud based service desk that we will be using globally. There has been nothing at this point to dislike, everything runs as it should.

Pros

Very easy to use / full features for a global service desk / social look and feel / tech support is great

Review Source: Capterra
 


January 2018

January 2018

Great Product, Smooth Implementation!

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

Our staff are way more happy and have their own self service portal, which they did not before. We no longer have to manage an on-prem solution, so we are happy!

Pros

We love how accessible everything is. Our staff can submit Incidents in a variety of ways, and we can manage those Incidents from a variety of devices.

Cons

We would love more robust permissions for service requests and other features that our staff have access to, but Samanage has work arounds and are constantly updating their product with new features. Robust permissions are in the pipeline!

Review Source: Capterra
 

Jesus from Tigua Technology
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Their support is amazing and they are friendly, helpful. The product is innovative and new 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
Pros


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.

Cons

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

Review Source: Capterra