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Ticket tool made for the IT Supporter
What do you like best about the product?
Samanage is an easy application to use and get started with. The learning curve is nothing crazy while there's a lot of features available. There's often improvements to the application due to a good community where people can share requests etc. There's good options for creating self service forms and more and you can tweak them to a certain extend. It's easy to create a filter for the tickets in your organization and it's in general very intuitive.
What do you dislike about the product?
The creation of the Service Catalog could have more options. You can create fields that's dependent on the users decision but it's only available once making the field dependent on one field.
The support is in general good and instant via a chat function, but for challenging questions can take time to get help with.
The support is in general good and instant via a chat function, but for challenging questions can take time to get help with.
What problems is the product solving and how is that benefiting you?
We needed an application to support our users and track the work we do. Samanage do the job and has also helped us streamlining our working methods by using self service requests, knowledgebase etc. We can track what we have done in the past and create solutions directly from a ticket.
Recommendations to others considering the product:
The software is very intuitive and pretty flexible but you have to decide if you can live with an application that in some ways only will be semi-flexible. The UX design prevent you to program yourself. Test the software a lot and make sure it will fit your needs.
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Incredibly easy to use and friendly UI.
What do you like best about the product?
I loved the deploying agent that allowed me to simultaneously scan all my assets in house. The UI is extremely clean as well.
What do you dislike about the product?
Nothing so far. The product has been great.
What problems is the product solving and how is that benefiting you?
Asset inventory and update management.
Cloud based asset management solution
What do you like best about the product?
Samanage is highly reliable and secure. It has a self-service portal too. It provides risk detection and has a tailored dashboard too.
What do you dislike about the product?
Samanage does not provide third party integrations. It also lacks collaborative tools and projections. It also does not provide multi0-channel management.
What problems is the product solving and how is that benefiting you?
Samanage has a built-in warranty sync. It also provides drag and drop strip. It has a tailored dashboard. It has efficient reports too.
Great solution that is always adding on.
What do you like best about the product?
Great and simple solution that is always adding new features.
What do you dislike about the product?
My biggest gripe is that the Incidents page does not auto refresh. I currently use a browser add-on to do this, but it would be nice to be able to set the page up to auto refresh or notify you of updates. And while its been about a year since I last last used the app, I didn't care for the Android app.
What problems is the product solving and how is that benefiting you?
Change Management was the biggest solution we solved.
Recommendations to others considering the product:
I don't think Samanage is Large Enterprise grade, but is probably perfect for Small or Midsize companies or perfect for companies starting out with these types of solutions. But Samanage is constantly expanding their offerings and adding features.
I like Samanage
What do you like best about the product?
The ticket measurements as well as the ticketing software itself.
After defining Departments/ Categories, etc... it works great
After defining Departments/ Categories, etc... it works great
What do you dislike about the product?
I don't like discovery piece. its cumbersome and seems not to work very well.
Also, I don't like that I have to use a 3rd party software to 'shadow' the computers. I also dont like the BOT. The response time is too long.
Also, I don't like that I have to use a 3rd party software to 'shadow' the computers. I also dont like the BOT. The response time is too long.
What problems is the product solving and how is that benefiting you?
SLA's are down. We also can see which department submits the most tickets.
Management is able to visualize what IT truly does. This is also a great tool to justify the existence and possibly more capital expenditure.
Management is able to visualize what IT truly does. This is also a great tool to justify the existence and possibly more capital expenditure.
Samanage in our IT department
What do you like best about the product?
We like the helpdesk and also like and use the inventory control. Samanage was easy to setup and use. It does use a third party to implement our active directory and that had a few issues that OneLogin fixed. I would rather deal with just Samanage.
What do you dislike about the product?
We wish the user rating system was better. Currently it is only a thumbs up or thumbs down on the user satisfaction feedback. We would like a scale of say 1 to 5. Life happens and once in a while a user will just give a thumbs down.
What problems is the product solving and how is that benefiting you?
We never had a help desk so there was a lot of calls, paging and email. As users learn to put in a ticket, our department is running more efficiently. Also our medical inventory program was not very good at inventory control and so far we like the Samanage inventory interface.
Recommendations to others considering the product:
It will make your department more efficient and have the ability to prioritize all the help desk requests.
Excellent user friendly interface could use more robust advanced features
What do you like best about the product?
- User friendly interface
- Easy to administrate with easy to build catalog items and workflows
- Generating reports is straight forward
- Easy to administrate with easy to build catalog items and workflows
- Generating reports is straight forward
What do you dislike about the product?
- AD integration wasn't the easiest
- Everything is classified as a incident
- Lack asset inventory to allow equipment tracking and checkouts (laptops, hotspots)
- Everything is classified as a incident
- Lack asset inventory to allow equipment tracking and checkouts (laptops, hotspots)
What problems is the product solving and how is that benefiting you?
No built in asset tracking for equipment checkouts.
Samanage has been a game changer for saving time, organizing support requests, etc.
What do you like best about the product?
We have 200 employees and a support team of only 4 including management. Samanage has been a game changer for saving time, organizing support requests, and improving workflow for our IT Support services. The implementation was easy, including integration to SSO services with OneLogin.
What do you dislike about the product?
Priorities are not customizable and the reporting is not true reporting. It's simply a list of existing tickets with filtering capabilities. Don't get me wrong, the filtering is very deep, but it's not a report. Reports have bar charts, pie charts, columns I can add remove, and KPIs that I report on. For now, I'm stuck with taking info out of Samanage manually and putting into my weekly/monthly reports. Pricing is somewhat competitive but would always like a better deal.
What problems is the product solving and how is that benefiting you?
It's easy to use. Integration to SSO with OneLogin is seamless. Interface is nice and clean. Have never had an outage or performance issues. Computer & software asset management is easy to use and has a lot of great info we use on a monthly basis.
Recommendations to others considering the product:
Spend time with the Samanage implementation team and ask a ton of questions. They seemed very happy to answer all of our questions and if they didn't have the answer, they tried to find it through other sources.
If you're a small support staff, don't use categories and sub-categories that your users are required to fill out. Nobody likes them and they're usually wrong anyway. Make your support team identify what the category was. Otherwise, with a larger staff and more users, categories are likely necessary for routing tickets.
If you're a small support staff, don't use categories and sub-categories that your users are required to fill out. Nobody likes them and they're usually wrong anyway. Make your support team identify what the category was. Otherwise, with a larger staff and more users, categories are likely necessary for routing tickets.
Quick Setup
What do you like best about the product?
I liked the online Videos that hand held you thru the installation and setup of the application.
What do you dislike about the product?
The Reports need some work I dislike the bar graphs
What problems is the product solving and how is that benefiting you?
We are now able to track our work via tickets and auto assign tickets.
Extremely straight-forward ticketing system
What do you like best about the product?
The ability to customize Samanage to your usage is amazing. The ability to create custom states, custom email templates, and SLAs is extremely useful. The overall platform and UX is very easy to use for IT and end users. There is continual improvement and enhancements made to the platform on a monthly, yearly basis.
What do you dislike about the product?
Sometimes it can be hard to pull up a past ticket, if you don't have certain information. Over the years, there has been improvements, so I bet it will continue to get better. There are a few automated features that aren't available, but I'm sure they will have them eventually.
What problems is the product solving and how is that benefiting you?
We use Samange for internal help desk ticketing. It fills the need perfectly, other ticketing systems we reviewed were either too complicated or too simple.
Recommendations to others considering the product:
Knowing how you want your end user experience to be is necessary to accurately find a ticketing system to fill that need. Samanage is flexible enough that it can bridge the gap for a majority of organizations.
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