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Overall Very Good, A Few Refinements Would Make It Excellent
What do you like best about the product?
Asset Management and Helpdesk--and the ability to relate the two. Also, the portal and service requests have been very handy.
What do you dislike about the product?
Implementation of some features such as printer assets (automatically collected vs. editable, and the lack of ability to distinguish single printers installed in multiple locations vs multiple printers) and comment behavior for commenters that are service agents.
What problems is the product solving and how is that benefiting you?
Better tracking of Assets for compliance and risks. Helpdesk is much improved which makes it easier for my users to get help and track the status of requests.
Recommendations to others considering the product:
Familiarize yourself with a demo and learn the ins and outs of the system so you know how to best deploy it.
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Great cloud Service Desk platform. Only minor Improvements needed.
What do you like best about the product?
I like how fast the web interface is. It integrates very well with Azure SSO. The Service Portal for none portal users to submit a request is a nice feature. I like how tickets get automatically created and workflows can be created based on the email distro that they were sent to.
What do you dislike about the product?
I wish there was an easier way for a non portal user to submit a Change Request. I also wish there was a way to default the approvers for certain requests from the portal.
What problems is the product solving and how is that benefiting you?
IT Help desk and Change Management.
Samanage works very well
What do you like best about the product?
Samanage has an internal notification system that will never let you down. You will always know when someone edits, comments, changes any ticket information
What do you dislike about the product?
However I do think that the self service portal accessibility could be refined to provide a better experience for the users.
What problems is the product solving and how is that benefiting you?
Samanage allows me to always be on top of my work since I always know what is assigned to me and if someone contacts me through Samanage.
Recommendations to others considering the product:
Ensure that Samanage is right for your company size.
It Just Works
What do you like best about the product?
Samanage is the most intuitive and user-friendly platform I've used. It's also the most powerful, which makes the ease-of-use very impressive.
What do you dislike about the product?
The documentation needs some work. This isn't a big deal, because the product itself isn't difficult to figure out. But it's the only drawback I can mention.
What problems is the product solving and how is that benefiting you?
Keeping tabs on our IT infrastructure as well as managing services both inside and outside our IT department (e.g. InfoSec, HR). Distinctions are easy to make without losing coherence across the organization.
Recommendations to others considering the product:
Sign up for the trial and kick the tires. You'll see pretty quickly how easy the product is.
Samanage made our lives easier!
What do you like best about the product?
Combining our Knowledge Base, Ticketing and Asset Management into one please literally saves us hours per week. On top of Samanage saving us a pile of time, their support team has been fantastic when helping us with any issues we have run into. Not only have we been able to discard 3+ other services and consolidate into Samanage but we have also discovered other uses for Samanage that we were not even aware of.
What do you dislike about the product?
There is a bit of a learning curve to Samanage but in our experience once you understand how everything is setup within the environment it all begins to make sense. Their support team has been fantastic for us as well whenever we run into issues.
What problems is the product solving and how is that benefiting you?
We had been fighting with using multiple platforms to handle all of our different tasks for a very long time before discovering Samanage. After getting a demo of Samanage we realized just how much easier it would make our lives. We have been able to consolidate multiple other solutions into Samanage which has saved time and money.
Recommendations to others considering the product:
Its a great solution, make sure you understand all of the services included within Samanage before rolling it out though so you dont have to re-do portions of it later.
User Friendly Inventory Management Platform
What do you like best about the product?
The platform is user friendly and allows managers to easily track and maintain inventory for IT.
What do you dislike about the product?
Though it is intuitive there is no easy way to massively add multiple inventories.For example if you want to add 20 + of the same inventory it's difficult to add each one. There are workarounds but its not user-friendly.
What problems is the product solving and how is that benefiting you?
IT inventory system and management aspect. The benefits is it allows Managers to easily track and maintain inventory, as well as reports.
Great support of an intuitive application that so far, meets the needs of our business!
What do you like best about the product?
Vendor support has been excellent! Any questions that we may have, have been answered in a timely manner. They've gone above and beyond trying to assist us!
The application is very user friendly and is very intuitive. It allows us to be able to customize our platform to our liking and gives us control of how we are going to operate the system.
I'm very excited to have this software implemented and to work in it for our everyday needs!
The application is very user friendly and is very intuitive. It allows us to be able to customize our platform to our liking and gives us control of how we are going to operate the system.
I'm very excited to have this software implemented and to work in it for our everyday needs!
What do you dislike about the product?
Inability to email all members of a group. If a ticket is put into a groups name, they do not receive notification that it has been moved to their group.
What problems is the product solving and how is that benefiting you?
A new incident ticketing system was needed and Samanage is fulfilling that need. The added benefits include asset management which will help to streamline processes!
Great Help desk Tool
What do you like best about the product?
Easy to manage and view incidents, the self service portal is excellent for users to submit requests were additional information is required
Scheduling of incidents is another great feature for recurring tasks
Scheduling of incidents is another great feature for recurring tasks
What do you dislike about the product?
Inability to send comments to additional recipients as Cc or BCc
What problems is the product solving and how is that benefiting you?
Samanage provides our company with a cloud hosted ITSM tool to more efficiently support our business.
Great tool for any IT Team
What do you like best about the product?
Being able to integrate Samanage with the management services we use has been a great add on. The function to keep track of employees equipment and software, at the same time seeing employees tickets on the same platform has really impressed me. Having everything in one place has been probably the best thing about using Samanage. The ability to see which machines doesn't have what installed has been a big help, allowing our IT team to stay on track with updates. Not only that, the integration with Teamviewer on tickets is really impressive, being able to remotely connect to users straight from the ticket.
What do you dislike about the product?
I don't really like the email integration between Samanage and Outlook. To many individuals emails regarding comments, updates, changes, etc. Another issue I have was that you have to resolve the ticket first before closing it. Also the dashboard is an issue I have. Everything seems so congested. Even when the samange page is fullscreen, it doesn't spread the dashboard across the screen, leaving half the webpage with a blank white space. Other than that, I don't have much issues with Samanage as of yet.
What problems is the product solving and how is that benefiting you?
We're using Samanage to see the problems that end users are facing daily at FriedmanLLP, such as software issues, hardware issues, and acccount accessibility. Samanage allows us to filter out which problems keep occuring which is helpful for us when we can find the solution to a problem that seems to constantly show up.
Great ticketing system Solution for your Organization
What do you like best about the product?
The customer support is top notch. Love the ability for on the spot live chat within the application when I have a question or concern. There response time is quick and all representative are very knowledgeable.
What do you dislike about the product?
I wouldn't say a dislike as Samanage is always updating their system and always introducing new features and settings with in the application. Some missing features that I would like to see is the ability to change the workflow once the ticket has been created.Which I'm sure we will see later on as time progress.
What problems is the product solving and how is that benefiting you?
This was implemented as a Service Desk in our environment and has enabled us to quickly responded and assist users while maintaining user interaction and resolution with in one application.
Recommendations to others considering the product:
Use the free trial they provided to get a feel if this is a good fit for your organization.
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