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

463 Reviews of Samanage

 

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Software Advice Reviews (77)
More Reviews (386)

Showing 1-20 of 77

Jordan from Sunland Home Care
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Excellent Service Desk Solution!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

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

Cons

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

Review Source
 
 

ROBERT from San Juan College
Specialty: Education
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2018

December 2018

Love this product. Works great for out ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source
 
 

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

October 2018

October 2018

Can say enough good things...

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Spencer from MongoDB Inc.
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Excellent software! Love it.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Malcom from CHITSA IT LLC
Specialty: Software / IT
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

Experience Review with this awesome product

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Brent from VitalSmarts
Specialty: Education
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

Great support experience for users

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Eric from Turning Technologies
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Sachin from Wayfair
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2018

May 2018

A little better is expected off of them.

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Jean-Louis from Marin Ventures Inc
Specialty: Manufacturing
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2018

May 2018

Enterprise Quality at a reasonable implementation cost.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Great ITSM alternative to the big guys, with all the same features, without the price tag. They offer a full feature trial and will help you with a PoC. Great value, positive ROI and superior TOC. Have a look at this one!

Pros

This tool is a hidden gem. Compared to it's peers in the ITSM space, SAmanage has all the features you would expect from an Enterprise ITSM without the Enterprise price tag. It's cloud based SAAS model saves you from the hassles of onprem setups, and if you are global it just works for all your users. The feature set is rich, I recommend you do a Proof of Concept (POC) with them to gain an appreciation of everything the product gives you. The on-boarding process was very well orchestrated, they guide your team through the whole implementation via a Trello board. Everything is spelled out for you, there is little risk here. Truly an Enterprise Grade Product at a reasonable SMB Total Cost of Ownership (or Subscription-ship). Worth having a look.

Cons

The product does not hit the radar in terms of "Known" go to ITSMs. So this left us to do more research and vetting with their existing clients. Also, because they are lean on price, they do not spend a lot of time "Wining and Dinning" you, and this gave us the false impression of the organization being small. They are not small as we found out in the implementation phase. They are a true SAAS so they don't have travelling sales people with territory in the traditional sense, again it gave us the wrong impression of their sophistication. Some of the features compared to the expensive ITSM packages are not as robust, but for the prices difference we can accept those as is. They meet our needs as is. I do recommend you do a PoC with them to gain a full appreciation for what they do offer and where some of their simplicity map-out for your needs.

Review Source
 
 

Vijay from Infobahn Softworld
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Best asset management and benchmarking

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The Asset management portion functions smoothly and the utility was easy to push out via GPO. The Workflow engine is great too.

Cons

Would like to see reporting around purchasing. I personally can suggest more portal customization and ability to customize messages.

Review Source
 
 

Savvy from Infobahn Softworld Inc
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Its Asset Management feature is just great

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The service catalogue is a feature I have been learning about and I am hoping to get it used more widely across the company.

Cons

Would like to see reporting around purchasing. In general needs the ability to pull reports/audit equipment that was purchased and what is currently in use, surplus, etc.

Review Source
 
 

George from Infobahn Softworld
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Fastest Path To Service Management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

We are really impressed to with the ability to tie incidents to problems and changes. Great management and analysis of all support tickets raised.

Cons

We've not been able to take advantage of the process features within the service catalog. There's always some glitch that keeps us from getting an advertised benefit

Review Source
 
 

Maddy from Infobahn Softworld
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Great for building a helpdesk from scratch

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It is currently only being used by the information technology department to serve the technical side of the business. It helps us keep track of all requests and stay on top of them until the issue is solved.

Cons

The purchase ordering function could stand to be more customisable to business needs. Notifications should be expanded to be customisable in all areas where notifications are utilized.

Review Source
 
 

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
 
 
 
Showing 1-20 of 386

Cyrus from Campbell University
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2018

December 2018

Expandable as you need it

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 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.

Review Source: Capterra
 

angela from Horizon Herbs
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Samanage Review

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 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.

Review Source: Capterra
 


December 2018

December 2018

easy to use for incident tracking

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 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.

Review Source: Capterra
 

EBIN from RightVows Job Store
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

A great tool to manage the ticket to issue raising problems

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 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.

Review Source: Capterra
 


November 2018

November 2018

Fantastic Product

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

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.

Review Source: Capterra
 

Zackary from Lucky Table
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Samanage is a good product for the IT department.

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 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.

Review Source: GetApp
 

Alejandra from Wilshire Boulevard Temple
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Great product

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 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.

Review Source: Capterra
 

Scott from Getronics
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

November 2018

November 2018

Great little ITSM

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

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?

Review Source: Capterra
 

Erich from Southwest Research Institute
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2018

November 2018

Samanage helpdesk

Ease-of-use

Functionality

Product Quality

Customer Support

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

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.

Review Source: Capterra
 


October 2018

October 2018

Good Out-Of-Box product for small, scalable 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

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.

Review Source: Capterra
 

Chad from J. J. Powell Inc / Snappy's Convenience Stores
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Great for simple asset management

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 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.

Review Source: Capterra
 

Jonathan from REDW LLC
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Samanage - Great Tool For Service Desks

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

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.

Review Source: Capterra
 

Mike from Cornerstone University
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Great 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
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.

Review Source: Capterra
 


September 2018

September 2018

Samanage review

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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

Review Source: Capterra
 


September 2018

September 2018

Great Value

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 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.

Review Source: Capterra
 

Patrick from Celldex Therapeutics
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

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

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 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.

Review Source: Capterra
 

Hung from Unis Hanoi
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

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

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 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.

Review Source: Capterra
 


July 2018

July 2018

Very easy to use, helps ticket management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Timothy from Medimmune
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

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Value for Money

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

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.

Review Source: Capterra
 

Itzik from Kenshoo

July 2018

July 2018

If they have Linux support it will be perfect

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'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

Review Source: Capterra