Samanage

Samanage

(354)
4.4 out of 5 stars

Samanage is an IT and Employee Service Management solution that helps you redefine employee service experiences in seamless, smart, and meaningful ways.

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Showing 354 Samanage reviews
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Samanage review by <span>Ryan G.</span>
Ryan G.
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Verified Current User
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"Great Implementation, New Service Desk! "

What do you like best?

Samanage did a great job walking us through all of the elements of how their product works and then taking us through the actual implementation of that product. They were cost effective and a great solution for us to shift from our on-prem helpdesk product to a true cloud based ITIL service desk!

What do you dislike?

There were a few features missing from Samanage that they are currently working on such as permissions for which staff members can submit service requests. They have some work arounds, but are always releasing new features!

Recommendations to others considering the product

Take your time making this decision, but know that Samanage will help you implement this product in great fashion.

What business problems are you solving with the product? What benefits have you realized?

Samanage has made it easier for our staff to submit incidents to us in a variety of methods. What we realized as we moved on with the product is that you can custom tailer each type of incident using the many tools that Samanage has behind the scenes.

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Samanage review by <span>Will V.</span>
Will V.
Validated Reviewer
Verified Current User
Review Source

"Seems great for either large or small organization"

What do you like best?

-Easy to understand interface

-Solutions are awesome. They are articles of how to do stuff. You can make them internal for just the service side of the team, or make them public. And you can attach a public solution in a ticket. It puts the article right in the message body. And the solutions can have screen shots, and what I love is you can resize the screen shot so it doesn't take up too much space, but if you click on it, it immediately pops open to the original size

-service catalog can have variables and processes. so variables mean if someone requests something, you can set how it can be approved. like there is a group of approvers, and you can set that all need to approve, or maybe only 50% need to approve

-process section of service catalog can work as a check list, with descriptions of how to, so you can make steps of how to do something, and the person can see instructions of how to do it. super helpful.

What do you dislike?

-Ticket status does not automatically change when a use replies. For example, if a ticket status is "waiting for user", and they reply, the status stays the same, as opposed to "user responded"

-when viewing the ticket queue, sort order always defaults by ticket number. You can click on a sort column to sort by another category, but after leaving the page it defaults back to ticket number. It is often helpful to sort your tickets by something besides ticket number. For example, I prefer to view tickets by status. I find it easier when constantly checking my queue. All my tickets where I am "waiting on user" are bunched together", then actionable tickets show up near the top because they have the status "assigned"

Recommendations to others considering the product

Super easy to use, customization is easy to understand. I wish we started using it sooner because we have other teams within IT using other ticketing systems, and it would be great if we were all within Samanage!

What business problems are you solving with the product? What benefits have you realized?

-Help Desk Tickets

-Inventory

-Request Process

-Onboarding and Offboarding process, working with HR

We have realized different teams of the company can have their own self help and resource sections within Samanage. Different teams can put solutions there (how to's)

What Service Desk solution do you use?

Thanks for letting us know!
Samanage review by <span>Jordan F.</span>
Jordan F.
Validated Reviewer
Verified Current User
Review Source

"Samanage works wonderfuly"

What do you like best?

The ease of use. The beautiful interface. The tools that are provided. Everything in Samanage is simple and elegant.

What do you dislike?

There's not really much about Samanage that I dislike. I'm sure some features can be added, but they have a great road-map and future planned out.

Recommendations to others considering the product

Take the leap. They already have everything to deal with normal ITSM needs. They have an awesome road map for the future and it's all in the cloud and ready for you. They can get you set up in a matter of a few hours [after a little bit of planning of course] and you'll be on your way. Their agent that reports to the browser is simple to install and works well.

What business problems are you solving with the product? What benefits have you realized?

We have a quicker response to help desk issues, and better time management due to Samanage. We can organize our organization better and have a single user manage our help desk and task out to our upper tiers when needed. It's so simple that our users needed very little to almost no training to get started. It has seriously made our IT department better, and our work processes simpler for everyone at our business.

Samanage review by <span>Eric B.</span>
Eric B.
Validated Reviewer
Verified Current User
Review Source

"Great solution for the mid-sized business IT department needs"

What do you like best?

The Samanage management agent is easily rolled out via group policy and collects a serious amount of data on existing systems; the help desk portal is very intuitive, they've made great strides in adding functionality with workflow and task assignments and it's so easy to customize for whatever needs your IT departments need. We've incorporated on-boarding and off-boarding, employee transfers and promotions workflows, adding in appropriate users in HR, Finance, Training, Facilities and IT so we have a consistent way to process on-boarding and off-boarding across the company without relying on spreadsheets and email chains. Hardware requests, loaners and other items can be easily requested, tracked and accounted for without relying on paper sign-out sheets.

What do you dislike?

Support can sometimes be slow, and there may be some AWS issues from time to time with lag. At one point the had ads in their chat client that's part of the program that's always on, but that seems to have been taken care of.

Recommendations to others considering the product

Take their 30-day trial offer and see how well the inventory, ticketing, workflow and CMDB are. I've used a lot of different programs from Remedy to Track-It, Kaseya, Blue Dolphin and the like, this is one of the easiest to use, administer, train employees to use and not have to worry about missing SLAs.

What business problems are you solving with the product? What benefits have you realized?

Help Desk Tickets via the webportal or email are great for our mobile workers.

On-Boarding and Off-Boarding using workflow and task assignments have helped us make sure all the appropriate steps are taken to get employees up and running or off the books. Our HR and Finance departments like the task assignments and notifications so they're not hunting down information or looking for spreadsheets.

Samanage review by <span>Taurean S.</span>
Taurean S.
Validated Reviewer
Verified Current User
Review Source

"Samanage: IT Management Made Easy"

What do you like best?

The GUI!!! The way the tickets and menus are set up, make navigating the dashboard (and other screens) a breeze. You can easily assign a user, a state, and a requester to a ticket, as well as communicate any needed information through the ticket system as well. Also their support is amazing! They always have people available to answer your questions, quickly, professionally, and with a bit of flair!

I also love that they provide a mobile app, that allows me to work with tickets and end-users on the go.

What do you dislike?

They are a little on the expensive side of things when compared to other helpdesk implementations, and their reporting options leave a bit to be desired. Also because it is cloud-based, there are rare moments when outages affect our ability to access tickets or assist our customers in an effective manner.

I dislike that I have to close out of the mobile app, in order to refresh the ticket screen. The app does not fetch any tickets from the last time it was opened.

Recommendations to others considering the product

Samanage offers a very practical UI and modern tools, that allows for quick and efficient helpdesk management. Shop around. If you are a firm believer in you get what you pay for, this may be the option for you.

What business problems are you solving with the product? What benefits have you realized?

The problems we are resolving revolve around end-user support, and asset management. Currently we use their ticketing system to assist field employees with their technical issues, as well as keep track of what devices they are using.

Some benefits we noticed so far, are the constant updates Samanage does to make their product better, and their constant dedication to assisting their customers in times of uncertainty.

Samanage review by <span>Anthony C.</span>
Anthony C.
Validated Reviewer
Verified Current User
Review Source

"Samanage Service Desk is all about basic needs."

What do you like best?

Cloud based and utilizes single-sign on with the help of One Login.

What do you dislike?

Too many basic features missing. Impossible to get new features or improvements to existing ones (which should already be basic). Basic inventory abilities available with a per client installation but again, it doesn't work the way it's expected. Rumor is that a new agent is available that works better but again, to our frustation, it cannot be installed over the old agent so it also falls short of what should be expected from this kind of product. Feature requests are shared with the community and only when they receive enough votes does it get considered. Once considered it will be a long time after before implemented (have only seen that happen twice). There are a ton of very basic feature requests, items that should have already been built around the existing pieces, that still have haven't made it to the "considered" category. It also seems that Samange makes changes based on their own preferences rather than chipping away at the preferences of their customers. All in all Samanage is better than the MS Access DB we were using in the past but I wish I had more input when system selection was made by upper management.

Recommendations to others considering the product

Samanage Service Desk is all about basic needs. Give the organization the ability to enter tickets from either a portal or email. If that's all you need you will be happy with this product. If you need more, keep shopping.

What business problems are you solving with the product? What benefits have you realized?

Samanage Service Desk is all about basic needs. Give the organization the ability to enter tickets from either a portal or email. If that's all you need you will be happy with this product. If you need more, keep shopping.

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Samanage
(354)