4.6 out of 5 (202 Ratings)

192 Verified Reviews

Samanage

Great software but slightly slow

The help desk is extensive and the inventory management aspect also works great. The pricing is reasonable. The support is great and really helps you get into the nuts and bolts of the software. You can customize the help desk quite a bit. The only downside is that the site is slow loading. The phone app is much faster but has limited features in terms of usability. Their JIRA integration is also very limited currently, but they are promising more features soon. There are some usability issues such as not being able to assign the ticket quickly from withing itself and the ticket kicking you back out to the main help desk page when you go in and edit it in depth.

Samanage

Great helpdesk solution, easy to manage with no need to maintian seperate user mgt

We have been utilizing Samange as our concise help desk system for nearly 500 users, Executive team to Admin staff to Surgeons and clinical staff. By leveraging a simple email solution, our users are more willing to submit a ticket due to the ease of the Samanage process. IT staff is better able to manage tickets and reassign as needed to be more efficient in completing the tickets.

Samanage

Implementation was quick but would like to see more customizations

Implementation was quick and painless. Took a bit of time to customize fully to our liking but useable from the get go. Would like to see a little more customizations available for the form, but overall has what we need.

Samanage

Amazing Cloud-Based Helpdesk Software with Vibrant Online Community

What has worked for me was the ease of use when accessing tickets from any device. I also find the notification and dashboards very flexible. I also like the fact that the community is alive and well with suggested improvements and innovation on a regular schedule. What hasn't worked for me is the fact that we have a lot of 3rd party systems managing a variety of pieces to the puzzle of IT and having all of those items plug into Samanage is not there yet, but i realize I need to give it time and place suggested 3rd party integrations into the queue on the community site.

Samanage

Time Saver

Every interaction with Samanage has been pleasant with extremely quick turnarounds.

Samanage

Implementation was easy needs more followup after implemenation

The vendor is usally responsibe when there are questions.

Samanage

Very good ITIL cloud portal with solid features. Does need time to mature some features.

Their support is quick to respond but you don't always get the answer you want. I integrated Active Directory into Samanage with an automated internal scripting process - this took a good amount of time and effort and many features I had planned for had to be scrapped. This is due to the fact that outside the canned reporting in the cloud portal, data has to come in XML format using a RESTful API. It does work however. They do have a partner for this kind of integration, OneLogin, however they were just as expensive as Samanage itself, and in our dealings they broke their original word to us. That said, it has many great features and is secure enough for a large HIPAA compliant org, and has some ITIL built in(needs work). If i had a choice between fixing what i don't like about Samanage or changing software, I would stay if I could.

Samanage

Swift & Smooth Implementation, Great Support Team

Overall it was a good experience having this product to further assist us with our IT Asset Management. There are features that we did not think available in the bundle such as contract records, etc.

Samanage

Great implementation support, and very responsive to our questions and needs.

The vendor did a great job of assisting us throughout our implementation project and has been very receptive to feedback about the product and its features.

Samanage

Great tool for auditing and tracking everything in.

We have had great support with Samanage customer service.