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4.6 out of 5.0 (105 ratings)

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We have aggregated ratings data on Samanage but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 5 out of 5.0, Reviewed

    Product(s): Samanage

    Search less and do more with Samanage's easy implementation.

    Overall Comment

    Samange was surprisingly easy to implement while providing a depth of functionality that really saves us time. Our inventory management has been made all that much easier, with less hunting, more doing.

    Service & support - overall comment

    This has been a pretty easmless integration from my end as a Help Desk Analyst. I believe all of our management's questions were answered rather promptly with in-depth demoes.


  • 5 out of 5.0, Reviewed

    Product(s): Samanage

    Great Product, Great Customer Service

    Overall Comment

    SAManage was amazing in helping to set things up get us going and being there when we needed help. Once implemented they continued to be helpful. It wasn't like they sold us and they were off to find the next victim.

    What one piece of advice would you give other prospective customers?

    It looks complicated at first, but in reality it isn't.

    What do you like most about the product or service?

    How complete it is.

    What do you dislike most about the product?

    The fact that Apple changed its API and so SAmanage doesn't pull warranty data.

    If you could start over, what would your organization do differently?

    Actually not much. We imported our users from our office365 directory and it flowed well.

    Product capabilities - overall comment

    Good mix of choices and is very customizable for our needs

    Service & support - overall comment

    The company has always been responsive when I have a question.


  • 3 out of 5.0, Reviewed

    Product(s): Samanage

    Samanage will meet your most basic service desk needs with ease and low complexity.

    Overall Comment

    The product has been mostly simple to use and simple to manage. With the simplicity, however, we are lacking some desired functionality. This wouldn't typically be an issue, but the customer feedback loop is currently lacking so feature requests of even low complexity are not currently being addressed.

    What one thing do you wish the vendor did differently?

    I wish the vendor was more responsive to customer feedback and could iterate changes into production more quickly.

    Product capabilities - overall comment

    The core feature and functionality are adequate and in some cases even good. There are a number of small changes that, if incorporated, could really elevate the experience.

    Service & support - overall comment

    The experience with support is mostly positive. The responsiveness of the support team is very good, and the real-time chat functionality with a support representative makes it very easy to submit queries and get answers. Often the questions I have pertain to a missing feature or functionality and this is where the support model falls short. I am referred to post my suggestion on the community forum, but based on my experience of not having any past suggestions (or seeing anyone else's suggestions) incorporated into the development pipeline, I am not incentivized to post my suggestion on the community board.


  • 4 out of 5.0, Reviewed

    Product(s): Samanage

    Very attentive team from implementation to ongoing support.

    Overall Comment

    Samanage has been a pretty solid service since we started using several years ago. They've expanded the breadth of services over the years and have manage to stay in their service management lane without veering too much off course.

    What one piece of advice would you give other prospective customers?

    Be very clear on what you are looking for in a tool. There are lots of choices and features out there and it's easy to get distracted if you don't have a solid determination of what you are looking for (or NOT looking for).

    What do you like most about the product or service?

    It's easy to use and adopt. We've brought on different functional groups of the company with very little training or hand holding.

    What do you dislike most about the product?

    I wish the Reporting and SLM features were more robust.

    What one thing do you wish the vendor did differently?

    I can't think of anything.

    If you could start over, what would your organization do differently?

    Focused more on building out the service portal ahead of time and start with pushing adoption.

    Service & support - overall comment

    Samanage responds pretty quickly whenever I enter a ticket for assistance.


  • 5 out of 5.0, Reviewed

    Product(s): Samanage

    Solid product with excellent support

    Overall Comment

    Solid product with excellent support. The Sales and tech teams have been excellent to work with and have been very responsive. Product is very flexible and our users have been very happy with how it operates.

    What one piece of advice would you give other prospective customers?

    Start with Incident Management/Service Desk instead of starting with the Service Desk.

    What do you like most about the product or service?

    Flexibility. Capabilities. Integrated solution.

    What do you dislike most about the product?

    SLA near-breach notifications are weak.

    What one thing do you wish the vendor did differently?

    Nothing. They have been excellent to work with from the start.

    If you could start over, what would your organization do differently?

    Start with Incident Management/Service Desk instead of starting with the Service Desk.

    Service & support - overall comment

    Very responsive and honest/upfront about the capabilities.


  • 4 out of 5.0, Reviewed

    Product(s): Samanage

    Samamage combines all the needs together in one easy to use SaaS tool and is supported by a company that actively listens to recommendations and requests and acts on them.

    Overall Comment

    - User-friendly help desk solution that makes life easier for both the support team and the end user. - SaaS with an affordable annual subscription - easy to setup and maintain - integration possible with Google Apps and Salesforce with we also use

    What one piece of advice would you give other prospective customers?

    Don't hesitate to contact the community and/or the vendor. They are a great help.

    What do you like most about the product or service?

    I really like the agent that can be installed in Windows, OSX, android and IOS. It makes building and maintaining a CMDB so easy. Our repository is always up-to-date.

    What do you dislike most about the product?

    Like every IT service desk and asset management tool customers are receiving e-mail concerning their incidents. More differentiation in sending would be nice.

    What one thing do you wish the vendor did differently?

    N/A

    Service & support - overall comment

    If you need asset management linked together with your ticketing system, this system is the best choice.

    Integration & Deployment - Overall comment

    Test-drive all the software thoroughly. There is nothing comparable when it comes to quick deployment, out-of-the-box readiness, and the high degree of customization.


  • 4 out of 5.0, Reviewed

    Product(s): Samanage

    Powerful asset management software.

    Overall Comment

    Vendor account manager and support have always been there when you need them. Product provides a ton of information on our assets. Queries can be improved. Check out Check in functionality is needed.

    What one piece of advice would you give other prospective customers?

    Create a requirements document before diving in.

    What do you like most about the product or service?

    I like the agent that is installed on each computer where it provides essential data to our team.

    What do you dislike most about the product?

    There are some quirky bugs in queries/search filters.

    What one thing do you wish the vendor did differently?

    Nothing

    If you could start over, what would your organization do differently?

    Map User object and Computer object earlier in implementation.


  • 5 out of 5.0, Reviewed

    Product(s): Samanage

    Cost Effective and very user-friendly. I would highly recommend

    Overall Comment

    Transitioning over from our former Asset management software was seamless.

    What do you like most about the product or service?

    The cost of Samanage over our previous utility highly outweighs them. More bang for our buck.

    What do you dislike most about the product?

    Reporting features

    What one thing do you wish the vendor did differently?

    I would like to see the ability to provide detailed reports on tickets and not just analytics.


  • 5 out of 5.0, Reviewed

    Product(s): Samanage

    Implementation was easy and they've been nothing but great to work with!

    Overall Comment

    From start to finish the implementation was smooth. They helped when questions arose and have been a phone call or email away at every bump along the way. They have even seen my questions on their community page and reached out to me personally. Wonderful customer service!

    What one piece of advice would you give other prospective customers?

    Think through the organization of departments. Might also think about linking with something other than Google. Skipping that first login page to go to Google proves to be confusing for our end users.

    What do you like most about the product or service?

    How quick they are to help and answer your questions. If I have something I want to do and am not sure how they do not hesitate to walk through how it could be done with me.

    What one thing do you wish the vendor did differently?

    -

    If you could start over, what would your organization do differently?

    Use a different login method! We chose to use Google and it confuses the end user when logging in. We may look at moving to Active Directory in the future. Maybe think through the rules better and organize the departments in a different manner. But this all comes from using it for a year and realizing what should have been done!

    1 of 1 peer(s) found this review helpful.


  • 5 out of 5.0, Reviewed

    Product(s): Samanage

    Implementation and Support Experience Great!

    Overall Comment

    Product is great and sales/support teams are very helpful.

    If you could start over, what would your organization do differently?

    We could have used some of the other features in Samange. Currently, we're only using Other Assets for random items, but they have other great features like helpdesk platform and software agents that can monitor PC health.


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(99)
4.6

Ability to understand your organization's needs

(97)
4.6

Timely and complete response to product questions

(98)
4.7

Pricing and contract flexibility (pricing and terms)

(96)
4.6
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(103)
4.6

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

I don't know

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(55)
4.3

Ease of integration using standard APIs and tools

(72)
4.3

Quality and availability of end-user training

(82)
4.4

Ease of deployment

(98)
4.7
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(99)
4.8

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(92)
4.8

Quality of technical support

(92)
4.6

Quality of peer user community

(82)
4.4
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(105)
4.5

Incident and Problem Management

(88)
4.7

Change, Configuration and Release

(79)
4.5

Self-Service/Request Fulfillment

(81)
4.5

IT Knowledge Management

(83)
4.5

Reporting and SLA Management

(81)
4.3

Process and Workflow Design

(79)
4.3

Data Source/ITOM Tool Integration

(45)
4.4
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Rollout and Install

Maintenance and Support

Technical Assessment

Vendor/Product Selection

Application Lead

User Training

Development/Integration

Functional Assessment

Vendor Management

Executive Sponsor

Other...


What other vendors were considered? Multiple responses allowed.

Zendesk

Spiceworks

SolarWinds

ServiceNow

Freshdesk

LANDESK

ManageEngine

Samanage

BMC Software

Atlassian

Microsoft

CA Technologies

SysAid

Cherwell Software

HelpSTAR

IBM

TOPdesk

Heat Software

IssueTrak

Omnitracker

OTRS Group

Alemba

Axios

EasyVista

Hewlett Packard Enterprise

Hornbill

ITRP

SAP

Sunview Software

TeamDynamix

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve business process agility

Improve business process outcomes

Improve compliance and risk management

Enhance decision making

Cost management

Drive innovation

Improve supplier or partner relations

Reduce time to market

Drive revenue growth

Other...


What were the key factors that drove your decision?

Product functionality and performance

Overall cost

Strong customer focus

Strong services expertise

Product roadmap and future vision

Breadth of services

Strong user community

Financial/organizational viability

Strong consulting partnership

Pre-existing relationships

Other...