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Strong on asset management light on SLAs
What do you like best about the product?
Asset management and intuitive UI are it's best features.
What do you dislike about the product?
Lacks the customization necessary around SLA's to truly drive performance.
What problems is the product solving and how is that benefiting you?
We needed a central source for all of our asset management documentation to better manage our hardware/software portfolio.
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Samanage Provides a Great and Simple Layout
What do you like best about the product?
The easy to navigate and organized layout of the platform. It allows you to track your incidents and generate quick and easy to understand reports to help you better understand your team and problems that consistently occur.
What do you dislike about the product?
There is not as much freedom when customizing the end user portal that they use to select which kind of incident they are experiencing.
What problems is the product solving and how is that benefiting you?
Everyday incidents with our hardware, software and in house erp system that our company uses to go about business. It is easy and quick to communicate back and fourth with our employees so that we can resolve issues quicker.
Value and Efficiency are the two words I would use to describe our experience with Samanage
What do you like best about the product?
Value and Efficiency are the two words that clearly describe the value we have seen through our use of this SaaS package. Our clients and staff agree that knowing the status of every request or incident provides them with value and comfort that their needs are being addressed.
What do you dislike about the product?
We would change nothing about this product.
What problems is the product solving and how is that benefiting you?
No issues fall through the cracks. We see great value in knowing our customers needs are addressed.
Recommendations to others considering the product:
Full use... don't try to use just part of the product.
Great system for communications and asset management.
What do you like best about the product?
Extremely easy for our customers to interact with and provides an effective source of information for case history. The individual asset management has made us far more efficient and we can better coordinate as a team on issues.
What do you dislike about the product?
Not everything can be 100% customized such as the ability to create individual notifications for user tasks. There are new features being added all the time however.
What problems is the product solving and how is that benefiting you?
Before we switched over to Samanage there was really no way for us to manage our assets locally outside of a massive excel file. Keeping track of what happened to individual systems was a nightmare as items there was no way for us to monitor them once they went out the door to our remote users. Now we can easily see who has been assigned what hardware, what issues they've had in the past, and hardware/software diagnostics that allow us to be proactive rather than reactive.
Great product, Great staff.
What do you like best about the product?
Support is almost instant, Easy to use interface.
What do you dislike about the product?
Filtering can be a pain to manage, just need to spend more time thinking it out.
What problems is the product solving and how is that benefiting you?
Ticketing system, solution tracker, inventory management.
Recommendations to others considering the product:
Plan ahead
Samanage is an amazing product
What do you like best about the product?
The interface is easy to use and not cumbersome. There are no click-through-5-screens to get actions accomplish. Its clean and intuitive, but still functional interface is one of my most important measurements. My technicians and end users are using very well. This is the first tool in which end users have actually engaged. We're getting 30-50% portal use.
What do you dislike about the product?
The reporting could be better. This has been true from the beginning, which for us was 2 years ago. I would like to access the time logs without having to build an API interface. I had this in my previous solution. Not having this means I can't individually attribute work that additional techs spend on another person's request/incident. They end up putting time into a "tasks this week" request. This means I can't really track all time spent on a request if I want to properly attribute it to a technician. I wish this was different.
I also really, really wish I could auto-assign due dates based on categories, priorities, or who submitted the request. I really miss this feature.
I also really, really wish I could auto-assign due dates based on categories, priorities, or who submitted the request. I really miss this feature.
What problems is the product solving and how is that benefiting you?
Samanage has significantly reduced the number of phone and email tickets. This was messy in our last tool because almost no end users were using the portal. I have business rules that assign work from specific end users, specific work types, and other factors to the appropriate person. I have a small team, so specific work goes to specific people. This helps streamline that process. I have saved 50% of my admin time spent in a helpdesk solution. My level of communication spent outside the tool has also decreased. The comment feature is very helpful, especially for communicating with users. Real-time chat with users would be an awesome "power-up" to Samanage.
Recommendations to others considering the product:
Really evaluate what you can't do in Samamage. We are meeting 80-85% of our needs in Samanage. I am willing to use Asana for project management, for example. I can deal with whatever other features are lacking.
Samanage works wonderfuly
What do you like best about the product?
The ease of use. The beautiful interface. The tools that are provided. Everything in Samanage is simple and elegant.
What do you dislike about the product?
There's not really much about Samanage that I dislike. I'm sure some features can be added, but they have a great road-map and future planned out.
What problems is the product solving and how is that benefiting you?
We have a quicker response to help desk issues, and better time management due to Samanage. We can organize our organization better and have a single user manage our help desk and task out to our upper tiers when needed. It's so simple that our users needed very little to almost no training to get started. It has seriously made our IT department better, and our work processes simpler for everyone at our business.
Recommendations to others considering the product:
Take the leap. They already have everything to deal with normal ITSM needs. They have an awesome road map for the future and it's all in the cloud and ready for you. They can get you set up in a matter of a few hours [after a little bit of planning of course] and you'll be on your way. Their agent that reports to the browser is simple to install and works well.
Easy to Use
What do you like best about the product?
There are many features, but the application is not overloaded to the point that you don't know what your looking at like some products.
What do you dislike about the product?
No timeline provided for changes or new feature additions.
What problems is the product solving and how is that benefiting you?
Better metrics to track our constant ticket flow, trends, and problem areas. We used to do this solely by email and phone calls, and many things would go unanswered or get lost in translation.
Great helpdesk and inventory system
What do you like best about the product?
The helpdesk works really well. It allows for multiple people to easily divide incidents to streamline resolution.
What do you dislike about the product?
The main issue I have with the helpdesk is the page doesn't auto update.
What problems is the product solving and how is that benefiting you?
It is an easy, intuitive program for keeping track of work that needs to be done.
Streamlined Technical Support
What do you like best about the product?
The ability to allow same experience for customers and employees.
What do you dislike about the product?
Community feedback site could be maintained and updated more often.
What problems is the product solving and how is that benefiting you?
Allowing customer and employee resources to be located in the same system.
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