Samanage Software


447 reviews(4.5/5)
447 reviews(4.5/5)

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.

Supported Operating System(s):
Web browser (OS agnostic)

447 Reviews of Samanage

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  • Malcom from CHITSA IT LLC

    Specialty: Software / IT

    Number of employees: 1,001-5,000 employees

    September 2018

    Experience Review with this awesome product

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

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

    Cons

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Jonathan from REDW LLC

    Number of employees: 201-500 employees

    September 2018

    Samanage - Great Tool For Service Desks

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Mike from Cornerstone University

    Number of employees: 201-500 employees

    September 2018

    Great software

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    September 2018

    Samanage review

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    September 2018

    Great Value

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Patrick from Celldex Therapeutics

    Number of employees: 51-200 employees

    August 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Hung from Unis Hanoi

    Number of employees: 201-500 employees

    August 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    Pros

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

    Cons

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

    Very easy to use, helps ticket management

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

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

    Cons

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Timothy from Medimmune

    Number of employees: 1,001-5,000 employees

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    Pros

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

    Cons

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Itzik from Kenshoo

    July 2018

    If they have Linux support it will be perfect

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

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

    Cons

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

    Amazing internal and external customer service portal

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Asset management, asset auditing, help desk ticketing system.

    Pros

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

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

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

    Cons

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • alex from persado

    July 2018

    simple to set up and easy

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

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

    Cons

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Britney from Jackson Public School District

    July 2018

    Very great experience

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    Pros

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

    Cons

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Michael from Brandt

    Number of employees: 501-1,000 employees

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    Pros

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

    Cons

    Nothing yet.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Brent from VitalSmarts

    Specialty: Education

    Number of employees: 501-1,000 employees

    July 2018

    Great support experience for users

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

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

    Cons

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Eric from Turning Technologies

    Specialty: Software / IT

    Number of employees: 51-200 employees

    June 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    Pros

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

    Cons

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Bruce from Lakeside Industries

    Number of employees: 201-500 employees

    June 2018

    Easy to implement and use

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

    We had a tenant up and running with SSO and imported users in less than a day. The service catalog has been transformative.

    Cons

    Needs more integrations with other support software. Documentation on setting up SSO needs to be updated.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • David from NGC Group Inc.

    Specialty: Construction

    Number of employees: 51-200 employees

    May 2018

    #1 Help Desk Ticketing Software

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

    After a year-long search with many trials, I finally found the one ticketing system that does what I need it to do at a price that doesn't kill my budget.

    Cons

    Reporting could be a little better. I'd like to be able top customize the data. Also would like to see an a la carte purchase model where we can buy features we could use without upgrading to a whole other level.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Sachin from Wayfair

    Specialty: Software / IT

    Number of employees: 10,000+ employees

    May 2018

    A little better is expected off of them.

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

    Support people are pretty helpful and reply at earliest if you have any questions and the features are working as promised, hence so far so good.

    Cons

    The reports can be better rather than just a CSV output, plus we don't even use a Ticketing system, so that option should be disabled on our app.

    This review was submitted organically. No incentive was offered
    Review Source
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    May 2018

    Easy ticket manage, saves time

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

    Love that users can submit tickets mobile without having to contact helpdesk directly. Allows us to troubleshoot problems without delay

    Cons

    Integration with other software would be helpful, focuses on making the job easier for support desk workers

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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