Samanage is easy to implement, is fast and has a nice, clean UI. We mainly use it for incident management but are also starting to use it for change management, risk management, compliance and inventory. Users are able to easily submit tickets. Help desk agents are able to efficiently resolve incidents. The service catalog feature is nice. It ensures that the user submits required (and structured) details, and the help desk team can see pre-defined steps for resolution. When issues are resolved we have the option of creating a documented solution. Overall this is a nice system that was quickly adopted by every department in the company.
Have been patiently waiting for a few features that would really make our day to day run smoother. None of these are deal-breakers. Just a wish list we compiled over time but have not been added:
- Browser-type notifications (vs 1,000 email notifications per day)
- The ability to @mention someone in a ticket
- Users often have trouble including screen shots or attachments when submitting tickets. More often than we'd like, we (the IT support staff) have to reply back to the user and tell them their attachment or screen shot did not come through.
- Built-in reporting could use some work.
- When viewing an incident and you want to assign it to yourself, you have to leave the page, go back to the list of incidents, find that same incident and assign it to yourself (or someone else) from here. It would be faster/easier/more intuitive if you could just do this while reading the incident. That's usually when you decide who should handle it.
- When you resolve a ticket and enter a resolution, the info you entered is hidden. You have to change the status of the ticket back to 'open' to read what the previous agent wrote.
- Sometimes users get ticket-happy and open support tickets for everything. So the help desk responds back and offers to help but now all of a sudden that user is too busy. So the ticket sits open and the agent has to keep manually following up. Would be nice if we could assign a timer to a ticket. If xx days go by while waiting on a response from the user, send an automated reminder email. If xx more days go by, send a second reminder. And after xx more days, auto-close the ticket. (Something along those lines)
Samanage recently (Nov 2018) received some nice Series D funding, so I think we can expect some ramping up of features and improvements. Again, nothing listed here is a deal-breaker.
We mainly use Samanage for internal help-desk ticketing / incident management. A company our size (about 100 employees and 3 IT staff) needed a way to get a handle on support requests. We evaluated some other products but decided on Samanage because of its easy of use and functionality. Since implementing Samanage, our support team is a lot more efficient when it comes to tackling help-desk tickets, which means issues get resolved quicker and that means less down-time and lost productivity. We have also recently started using Samanage for Change Management and Risk Management.