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Implemented SAMANAGE for help desk functionality
What do you like best about the product?
Easy to create a ticket. With samanage, users have the option of either creating tickets using the UI or by sending an email- which would create the ticket. It supports user group + specific users for the assignment of categories to the right personnel to handle the tickets. Per resolution is also an area where you can see solutions to problems.
What do you dislike about the product?
Unable to send a copy of a spreadsheet in the clipboard in email for tickets. Mobile website has a bug when hitting the carriage return in the comments (in the UI, it looks like it is creating a carriage return. However, it actually posts the comment, resulting in a small inconvenience / spamming).
What problems is the product solving and how is that benefiting you?
Samanage helps to manage support tickets as well as clearing possible confusion / miscommunication regarding personnel who handle the support requests.
Recommendations to others considering the product:
Do a trial and a test run with a few users at the time. Start with basic ticketing, and then advance to workflows.
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Life made easier
What do you like best about the product?
The ease in which one can track assets, software and Incidents.
What do you dislike about the product?
the name convention should have a little more flexibility.
What problems is the product solving and how is that benefiting you?
The service desk module has help us better track progress on the Incident. The inventory module make it easy to track hardware and software on each device.
Great experience, exactly what we were looking for
What do you like best about the product?
Almost everything is customizable, so we are able to get the reports we want right on our dashboard without having to manually run them like a lot of their competitors. Also the ability to change fields such as assignee's without drilling down into the ticket is awesome. Also their whole team has been amazing the entire way through the implementation so thanks you Jason Yeary and everyone
What do you dislike about the product?
Nothing so far, we have not had any hiccups at all - I highly recommend Samanage to anyone considering it, we have loved it so far
What problems is the product solving and how is that benefiting you?
Day-to-day IT issues, we have benefitted from fixing a lot of our SLA issues and making sure our end users are being taken care of in a timely manner thanks to the ability to create our own SLA rules
Network Administrator
What do you like best about the product?
Ease of use of the product. Lots of reports and various integrations with other applications.
What do you dislike about the product?
Nothing really. I've been impresed with everything so far.
What problems is the product solving and how is that benefiting you?
Legacy work order system which was very static and not flexible. We've also integrated other apps like T
Best Ticketing Tool
What do you like best about the product?
I love the Audit Trail in the Incidents. I can back track and ask my colleagues why the incident or to provide an update.
Purchase Order: I use this heavily to give my vendors to reference with the PO's. Also, I got my Accounts Payable & Finance team involve by adding them in a special group. By doing that, they can track what IT expenses for Hardware, software, warranties & maintenance(s) we do on a yearly basis.
Forms: This has benefited us in formating our tickets. Another cool feature is making a field mandatory to be filled if not ticket would not be submitted.
Purchase Order: I use this heavily to give my vendors to reference with the PO's. Also, I got my Accounts Payable & Finance team involve by adding them in a special group. By doing that, they can track what IT expenses for Hardware, software, warranties & maintenance(s) we do on a yearly basis.
Forms: This has benefited us in formating our tickets. Another cool feature is making a field mandatory to be filled if not ticket would not be submitted.
What do you dislike about the product?
So far I haven't found anything I dislike. Jason Yeary, Lucky Brand's rep has been assisting with our needs and following through.
What problems is the product solving and how is that benefiting you?
Im currently using Samanage for the Purchase Order portion to submit to vendor. This has benefited my team, so we can track who approves what PO. Also, the resend notification is a nice feature.
Also, I pull up reports for warranties for our devices in HQ and out in the field to check up what is expiring. This has benefited us to be updated with our vendors and making sure our devices have warranties for repairs.
Also, I pull up reports for warranties for our devices in HQ and out in the field to check up what is expiring. This has benefited us to be updated with our vendors and making sure our devices have warranties for repairs.
A good product
What do you like best about the product?
Samanage offers a user-friendly, responsive interface that is easy to setup and easy to use
What do you dislike about the product?
New feature requests do not seem to be addressed in short order, and we've been instructed to post new features to the Samanage community which feels like a black hole
What problems is the product solving and how is that benefiting you?
We are more organized, have many less emails, and are not having jobs missed as they were in the past
Great Platform with some caveats
What do you like best about the product?
It's a double edged sword, we love the incidents, the reporting and the asset management
What do you dislike about the product?
The asset management and the incidents could use a little work. We'd love the ability to change more details on a computer without having the software override that.
What problems is the product solving and how is that benefiting you?
Keeping better tabs on our IT tickets as well as our Salesforce tickets, IT projects, and Salesforce projects.
Recommendations to others considering the product:
Do as much research as you can before you make a decision, it sounds stupid but trust me.
Great ITSM Product for an Enterprise
What do you like best about the product?
This product can do it all, Releases, change management and Inventory tracking. I particularly love their incident management( setting up categories and sub-categories etc.) , dashboard workflow reporting. Easy to setup and track team performance.
What do you dislike about the product?
I don't think there is anything I dislike. As a startup company I understand they have a lot of improvement o make with regards to features in their product. New Hire process (Approval process) and Project management functions. Hopefully we will see this changes happen in the near future.
What problems is the product solving and how is that benefiting you?
Incident Management, our end users find it easy to send email which generates a ticket. very user friendly. We also use the Releases and Change Management. It helped a lot when we were audited. all information requested from IT team to track our level of work was provided. Our knowledge based has been very helpful to our end users as well. We used Samanage ticketing system for Oracle, MES, and infra_ops incident management. It is an advance program for what we need it for. Loving it.
Recommendations to others considering the product:
Great ITSM Platform based ITIL principles. Full featured Enterprise SDMS their customer service near to best in the business.
Great All in One Software
What do you like best about the product?
Asset Tracking and Service Desk combination
What do you dislike about the product?
The naming conventions are a little hard to get used to but now that we are using them more it is getting easier.
What problems is the product solving and how is that benefiting you?
Tracking Assets to Service desk tickets has been a problem in the past but this software allows the ease of assigning certain assets to the tickets so that we can track them all in one central location.
Samanage Review
What do you like best about the product?
Able to configure easily and update is instantaneous.
What do you dislike about the product?
The search field and attaching incidents/request to existing incidents is not the best.
What problems is the product solving and how is that benefiting you?
Corporate office support and all of our retail stores support. We are able to manage and track all issue related with all request along with asset management.
Recommendations to others considering the product:
Support from Samanage is like none other, they answer your request or questions in a timely manner. To setup, Samanage has many guideline, support and documentations.
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