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
-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)