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Samanage has helped make our IT organization better
What do you like best about the product?
I really appreciate the ability to communicate with end users within the ticket system and the ability to check over their machine in the dashboard. I also appreciate how I am able to review other team members work completed on their tickets.
What do you dislike about the product?
I dislike not being able to assign tickets while viewing them.
What problems is the product solving and how is that benefiting you?
Enduser support. It has benefited us to be able to manage customer concerns.
Recommendations to others considering the product:
Go for it. The flexibility of this software makes a huge difference.
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Easy and Flexible Ticket System
What do you like best about the product?
The flexibility of customization. Easy to use. Nice looking and easy to navigate UI
What do you dislike about the product?
Incident filter limitations (although this could be user/setup error)
What problems is the product solving and how is that benefiting you?
Tracking both help desk and development tickets.
Good product
What do you like best about the product?
Helps us keep track of tickets, changes, equipment, licenses. The portal for user self help is nice.
What do you dislike about the product?
The search functionality could be better, but I hear that will be improving.
What problems is the product solving and how is that benefiting you?
Samanage handles all our service desk needs.
Great ticketing software solution
What do you like best about the product?
I like that there is everything wrapped up in this suite: inventory and assests, tickets and incidents, and how they are all tied together.
What do you dislike about the product?
There is not much that I dislike...after coming from a different, major software suite, this was excellent!
What problems is the product solving and how is that benefiting you?
IT helpdesk, asset management
Easy to use IT Service Desk tool
What do you like best about the product?
Intuitive enough for users to catch on and start submitting tickets with little or no training. We are also able to map email addresses so users can create tickets by sending an email.
What do you dislike about the product?
The integration with AD is not seamless (needs a third party add-on) at least for fist login. The initial 2 step authentication can also be bothersome.
What problems is the product solving and how is that benefiting you?
it enables service desk personnel to quickly identify new issues and manage them more efficiently. The knowledge base feature seems promising as well. Although haven't had a chance to explore into it.
Support desk
What do you like best about the product?
What I like best about Samanage is that it is web based. Our IT dept. is in multiple states and it is great to be able to see everyone's Incidents in real time and each employee can assist others on their task by giving advise and or knowledge. We are also able to help each other out by closing cases and checking on the status of the end user to make sure they are taken care of in a timely manner.
What do you dislike about the product?
The only thing I do not like about Samanage Is the copy paste functionality. We take a lot of screen shot in out company and you can not paste directly in to Samanage. I have to use a work around by pasting to "MS Word" first and then in to my Incident. It is an extra step but not a deal breaker.
What problems is the product solving and how is that benefiting you?
Like I stated earlier we love the way we can collaborate on each other Incident by giving advice and knowledge in real time to our support staff and end users.
Recommendations to others considering the product:
Weigh all of your options to make you are getting the tools you need to run your business.
Great Service Solution Product
What do you like best about the product?
Workflows!! The options are unlimited. Dashboards to help our team out. Knowledge Base for our team members to help themselves problem solve their simple issues. Automatic ticket routing to keep the queue active.
What do you dislike about the product?
No complaints! Recommended this solution to our Business Software Solutions for their client services.
What problems is the product solving and how is that benefiting you?
Finding a better workflow solution. SharePoint is not our answer for these! Providing our team members a better solution to research fixes to simple issues.
Excellent Product
What do you like best about the product?
I like the work flows best. This has made our work lives so much better and efficient. Before it was all a manual process and many times, things were missed or forgotten. The work flow feature is a must.
What do you dislike about the product?
Though we are fairly new to the product, I have no complaints! It is light years ahead of our previous solution and I am extremely satisfied.
What problems is the product solving and how is that benefiting you?
Samanage has streamlined many of our help desk request using the work flow piece. This enabled our department to serve our clients better.
Also, the knowledge base with option to tag articles has allowed our users to find their own solutions which in turn, is deceasing the number of tickets we receive.
Also, the knowledge base with option to tag articles has allowed our users to find their own solutions which in turn, is deceasing the number of tickets we receive.
Recommendations to others considering the product:
Just give it a try, you will love it!
Customer service is top notch!
What do you like best about the product?
We are currently in our implementation phase and our implementation specialist has been on the ball, helping us out in any way possible. It is easy to get a hold of customer service whenever we have a question or need assistance.
What do you dislike about the product?
No dislikes. Everything has been great so far.
What problems is the product solving and how is that benefiting you?
We are solving the need for a firm wide Knowledge Base. The knowledge base will help our team members search for resolutions to known issues they are having.
Recommendations to others considering the product:
Yes, definitely.
Samanage Initial Review
What do you like best about the product?
We are in the implemetation stage so it's hard to say much about the software until we start using it, but their help with our setup has been great. Our SSO implementation went smoothly the person helping us with our implementation has been very helpful. We are looking forward to using the software in production.
What do you dislike about the product?
Except for the price, which is pretty steep, there is nothing I dislike about Samanage.
What problems is the product solving and how is that benefiting you?
We are in the implementation phase with Samange, so my review is more of what we experienced in testing and now implementation. Our old help desk software offered Single Sign-on, but not SAML, which is what we are using. That was one of the biggest reasons to move to Samanage. That ended up being a very easy migration for us. Our old software also didn't make it easy to determine work ticket priority, which is very important for us and Samanage handles it much better.
Recommendations to others considering the product:
I don't have much experience with Samanage, but so far I am pretty impressed with them. They are helpful and their software seems impressive.
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